MOVERS:

Hi XX, thanks so much for waiting. I'm just taking a look at your account. I'll be back with you ASAP. 👍

CONTACT ID:

Identity of the chatter: AH

Name of the chatter:

DPA STATUS: PASSED/FAILED

DPA TIME STAMP:

Contact Number Update Status: Verified

Email address Status: Verified

CJM: N/A

Old address WO: N/A

New address WO: N/A

QUERY: Customer want to

RESOLUTION: process house move….

OLD ACCOUNT #:

OLD ADDRESS:

NEW ACCOUNT #:

NEW ADDRESS:

DISCO DATE:

INSTALL DATE:

CONTRACT: Contract continuation/ new contract

================================================

DISCONNECTON

MOVERS MESSAGING******

CONTACT ID:

CONTRACT END DATE:

Identity of the chatter: AH

Name of the chatter:

Account Number:

DPA STATUS: PASSED

DPA TIME STAMP:

Contact Number Update Status: Verified

Email address Status: Verified

CJM: N/A

WO: N/A

QUERY: Customer want to…..

RESOLUTION:

DISCO DATE:

DISCO REASON: EDF:

================================================

QUERY MOVERS MESSAGING CONTACT ID: Identity of the chatter: AH/3RD PARTY Name of the chatter: ACCOUNT #: DPA STATUS: PASSED/FAILED DPA TIME STAMP: QUERY: Customer want to RESOLUTION:

=======================================================

AE- New build CX- poor experience AI- cannot afford CZ - Competitor CY- Faults CD- no address provided CF- non VM cx CW- Poor product MM- Non serve CM- cable move MX and Co change ownership AT- non residential CJ - wayleave CL- abroad CT- active VM cx CS- tempo address ST- student

==================================================

🥳 😃 👍 👍 😊 👍 😊

MOVE and transfer : if same site ID ( Like for Like)

TR : CM contract keep continue new address

Mandatories:

T sa new address if want makita date

Like for like
Contract continuation
Accessibility Script 4.Movers Fee - Like for like
DD reminder mandarory statement ( shitf F9 for QS) QSMOVC bb onlyMVFREED
BE 4th script ( old with pp and credit + new 2bills) new acct # BE F11 7.RAF – Mandatory Statement prior to sending the customer the link
Self-Care Options
Recap/Test Close
Closing spiel/CSAT survey

O2 SIM spiel: Just in case you have an O2 SIM connected to your media account with us, please be reminded that your O2 SIM will remain unchanged. If you would like to make any amendments, kindly contact O2 through https://www.o2.co.uk/contactus

If you do not have an O2 SIM, please disregard this message.

HVDUM21-4GB

HVDUM22-6GB

HVDUM23-10GB

HVDUM25 -30GB

HVDUM26-100GB

HVDU222- Unlimited -£12

======================================================== MOVERS:

MVRFEED - Like for Like MVRFE2D - New Contract QSMOVD - BB only or BB and LL QSMOVDC - With TV X21CVQS - With Landline QSMV2DC- Flex QSMDRET - new equipment movers XGSTRAK for xgspon HB5XMIO MVR20DC - MOVERSFEE £20 MVRFE2D - MOVERSFEE £35 new package Max Volt second box TV 360 box change to D2NPVO1 D21TBO1 - MVR3MG1 // D2NPVO1- MVR3MG2 SR1VIS- single visit OTC

If moving to xgspon address: CODES: XGSTRAK HB5XMIO SR1VIS- single visit OTC O2 SIM :

HXGV125 HXGV250 HXGV350 HXGV500 HXGV1GB HXGV2GB

🥳 😃 👍 👍 😊 👍 😊

Movers Disco - no moved date

if the customer didn't provide the forwarding address ( within contract)
if the customer didn't provide the forwarding address in the bot ( out of contract) 3.30 days cancellation 4.If the disconnection date/move out date is less than 30days Nonservicable address- non serve script
Return of equipment 1
Self Care - Disconnection Additional script if customer has Virgin Media, Blueyonder or NTLworld Email ( 90 days) BE : FINAL BILL
Self Care - Disconnection for Equipment Return
Test Close:

Your request has now been completed, and just to summarise, your services will be disconnected on 11/03/2026, and a final bill will be produced once your services have been disconnected for the amount of £28.49, which will be taken on your direct debit on 23/02/26.

🥳 😃 👍 👍 😊 😊

Normally we ask our customers to provide us with a 30-day notice, we can still disconnect your account on your preferred date though, a 30-day notice fee will be applied on your account and will be added to the final bill. Based on the notice you have given us to close your account the estimated notice fee/Early disconnection fee will be £XX.

BE: 1.credit 2.final 3. pp credit 4.pp final bill 5 movers fee

Non serve: MM

Move and transfer : Not same ID

DI first then move

I see. Here's a handy guide to help you check your O2 tariff.

Just simply go to you “My O2” online account via app or website. Please select the "my account tab" and click the drop-down arrow to see the account(s) after you have successfully accessed your online account. If you have multiple accounts, it's easy to switch between them to check each of the plans. Nevertheless, I will remain on our chat and kindly notify me when you have the tariff plan in hand. Please don't hesitate to ask me questions if you have any, all good?

Sale Reason: RB = reconnection with contract RC = reconnection without contract RD = movers reconnection

Movers Disco - no moved date

if the customer didn't provide the forwarding address
if the customer didn't provide the forwarding address in the bot 3.30 days cancellation Wants to cancel more than 60days ( if cx is within contract) 4.If the disconnection date/move out date is less than 30days
Return of equipment 1 and Normal bill if no PP
Self Care - Disconnection Additional script if customer has Virgin Media, Blueyonder or NTLworld Email ( 90 days)
Self Care - Disconnection for Equipment Return
Test Close:

BE: 1.credit 2.final 3. pp credit 4.pp final bill 5 movers fee

-============================

MOVERS NEW CONTRACT:

Please stay connected as we will need your consent through email or SMS before we can completely change the package.

BB honesty:

The price of Virgin Media’s Main services may change when any offers expire. In addition to this, the price will increase each April from 1st April 2027. The amount will be: £4 from April's bill 2027 £4 from April's bill 2028 The price of O2’s Airtime Plans will increase each April. The price of each chosen O2 Airtime Plan will increase each April from April 2027 by: £2.5 from April’s bill 2027 £2.5 from April's bill 2028 All of your pricing is laid out in the pre-contract information I am about to send you. I will then take you through the detail before you accept that you are happy to proceed. This does not apply to any add-ons you may have selected or any admin charges that may be applicable. Price of add-ons may vary at any time. Add-ons can be removed at any time with 30 days’ notice.

Your services are subjected to a new contract; the new contract will apply to all services on the account (TV, Broadband, Telco). If you choose to leave your contract early or move to an address where Virgin Media is not available you may be subjected to an Early Disconnection Fee. You get a 14 day cooling off period when you sign up to a new contract.