Offline Notepad
View raw
✅ ON‑SET CANCELLATION – DUPLICATE ACCOUNT
Thank you for your patience. As you’ll be moving to a new address, I can see there’s already an active Virgin Media service at the property, which matches what you mentioned about your parents having Virgin Media there.
As an alternative to cancelling, we can set up a separate account in your name at that address. This would be billed independently and wouldn’t affect your parents’ existing services.
This option allows you to keep your services without interruption and avoids the need to cancel altogether. How does that sound?
✅ FRIENDLY CLOSING SCRIPT
Before we wrap up, I just want to say I really enjoyed speaking with you today. I wish you all the best with your move back to your parents’ place, and I hope everything goes smoothly 😊
✅ VIRGIN MEDIA EMAIL – POST CANCELLATION
Thanks for your cooperation, NAME. Just to let you know, if you have a Virgin Media, Blueyonder, or NTLworld email address, you’ll continue to have access to that email 📧 for 90 days after your account is closed. This gives you plenty of time to set up and move to a new email address.
Please note, this only applies to Virgin Media / Blueyonder / NTLworld email accounts.
Is everything clear with this? 😊
✅ BILLING DISCUSSION – EDF WAIVER
Thanks for bearing with me. To summarise:
Your early disconnection fee is £XXX Your services will be disconnected on XXX Please note, the early disconnection fee will be waived once your documents have been reviewed and approved.
Is everything clear so far?
✅ HOLD SCRIPT – NON‑SERVICEABLE ADDRESS
That’s great. Please bear with me for a moment while I explain the required documents. This will allow us to request a waiver for the early disconnection fee, as I want to make sure you don’t have to pay that amount 😊
✅ ON‑SET CANCELLATION – OUT OF CONTRACT
I completely understand, NAME. I can see your 24‑month contract has ended, which means your promotional discount has expired and your services have reverted to the standard monthly price.
Instead of cancelling, we can help transfer your services to your new home and also check for the best available deals to support your move. Would you like me to look into that?
✅ CHANGE OF OWNERSHIP
Thanks for checking that. Once we’ve cancelled your existing account, we’ll submit a form with the new account holder’s details. A member of our team will then contact them to discuss the next steps and set up the new account.
How would you like to proceed?
✅ ACCESSIBILITY – UNABLE TO ASSIST FURTHER
I completely understand, NAME. I want to reassure you that I’ve done everything available to me. I’ve fully documented your situation, updated the accessibility flags, and ensured the right teams can see and understand what you’re dealing with.
I know this isn’t the outcome you were hoping for, but please know I’ve genuinely made every effort to support you today.
✅ NON‑PAYMENT WITH ACCESSIBILITY
Thank you for trusting me with this information. I’ve documented everything you’ve shared and flagged your account, so the appropriate support is visible.
Given your situation, the Collections/Billing Team is best placed to help further. You can contact them on 0344 809 0202. They’re experienced in supporting customers in similar circumstances.
Before we disconnect, is there anything else I can help with today?
✅ FOLLOW‑UP – EDF WAIVER
Thanks for asking. You won’t be charged an early disconnection fee as long as the required documents are submitted via the email we send you or to homemovers@virginmedia.co.uk.
Once the documents are validated, the early disconnection fee will be waived. Does that all sound okay?
✅ CANNOT PROVIDE DOCUMENTS – NON‑SERVICEABLE
I understand. Please note that the early disconnection fee can only be waived once the required documents are received and validated. Without these documents, the system won’t be able to apply the credit automatically.
How would you like to proceed from here?
✅ CX NOT MOVING ADDRESS
Thanks for clarifying. As you’re not moving to a new address, I won’t be able to proceed from here. Please bear with me while I connect you to the appropriate team for further assistance.
OR
Thanks for letting me know that you are not moving to a new address 😊 Since that is the case, I won’t be able to proceed from here. No worries though, our dedicated team will be happy to help. You can reach them on 0800 952 2277. Feel free to give them a call anytime. Does that sound good?
✅ EDF WAIVER FOLLOW‑UP – CREDIT NOT APPLIED
Thank you for your patience, Ellen. I can see your services were disconnected on 08/04/26, and the required documents were submitted on 24/04/26.
Although documents are normally required at least 28 days before disconnection, I’ve noted your case and arranged for the early disconnection fee to be credited back.
The credit will reflect on your Direct Debit within 45 days.
✅ OPEN‑ENDED QUESTION – REASON FOR CANCELLATION
Thanks for your patience and for clearing the security checks, Dean. I understand you’re looking to cancel your services due to moving house.
If you don’t mind me asking, may I ask why you’d prefer to cancel rather than transfer your services to your new address?
✅ ON‑SET CANCEL – OUT OF CONTRACT (ALT)
Thanks for your patience. As you’re moving to a new address, instead of cancelling, we can help transfer your services and check for the best available deals.
I can also see your contract has ended, meaning your promotional discount has expired. If you’d like, we can explore new contract options to help reduce your monthly costs.
✅ FINAL BILL QUESTION – DISCONNECTION
That’s a great question. I can set up the disconnection first, and once that’s done, I’ll clearly explain how your final bill will work and talk you through everything step by step. Shall we proceed?
✅ NO REASON PROVIDED – CANCELLATION CONFIRMATION
To make sure I assist you correctly, can I confirm whether you’re moving to a new address, or if you’re not moving and simply wish to cancel your services?
✅ COOLING‑OFF PERIOD CANCELLATION
As your account is still within the cooling‑off period, we can cancel your contract with no charges applied. The cancellation will take effect 30 days from today.
Any early disconnection fee information does not apply in this case. Please feel free to disregard that earlier guidance.
If you have any questions or would like to make changes, you’re welcome to contact us again 😊
✅ CX QUESTION – O2 SIM DATA ALLOWANCE
Great question! That data allowance applies specifically to your O2 SIM. Your total allowance is 4GB, as it’s been doubled through our Volt benefits.
✅ RECOMMENDATION AFTER PRESENTATION
I’d highly recommend Option 2, as it offers the best overall value by combining an upgraded broadband speed with our lowest available rate. Please note, this is a limited‑time offer, and I can’t guarantee the same pricing will be available if you decide to wait.
✅ COMPLAINT – INSTALLATION DATE NOT AVAILABLE
If you’d like to make any changes, you’re always welcome to chat with us again. I also recommend checking back from time to time, as earlier installation dates can occasionally become available.
I understand you may have seen a 7–14 day timeframe online; however, the actual installation date depends on the requirements of your new address. As your new home requires a technician visit, the date I’ve provided is currently the earliest available.
Would you like me to secure this date for you now so it doesn’t get taken?
✅ CANCELLATION – FOUND CHEAPER DEAL ELSEWHERE
I understand why you’d feel that way. You’ve been with us for some time, so you know the reliability and speeds we provide. While cheaper options may be available, they don’t always offer the same performance or consistency.
I know price is important, so before you decide, we can review what this service offers so you can compare value as well as cost. What do you think?
✅ MONTHLY COST INCREASE – CONTRACT ENDED
I understand the confusion around the recent price increase. To clarify, your monthly bill increased because your initial contract term and promotional discounts have ended.
That’s a great question, Jacob. Your 24‑month contract ended on 11 March 2026, which means your promotional discount expired and your services reverted to the standard monthly price.
If you’d like, we can look at new contract options or discounts to help reduce your monthly cost. Does that make sense?
✅ EQUIPMENT ISSUES – CUSTOMER MOVING
I understand you don’t want the offer, and that’s absolutely fine. I can still process your move and transfer, and you’ll keep the same package and continue your current contract at your new address.
Regarding the issues with your current equipment, we’ll first complete the move. Once your services are live at the new address, please contact our Faults Department on 0333 000 5925, and they’ll be able to assess the equipment and arrange a replacement if needed.
✅ DISCONNECTION SAVE SCRIPT
Thanks for letting us know. As you’ll be moving to a new address, instead of cancelling your services, we can help transfer them to your new home and also check for the best available deals to support your move.
What do you think?
✅ QUICK START PROPERTY – CUSTOMER PREFERS ENGINEER
Thank you for explaining, NAME. I completely understand your preference to have an engineer ensure everything is set up correctly.
As the property is self‑install eligible, the earliest installation date you requested is available. However, if you choose an engineer visit, the same or earliest date can’t be guaranteed, as arranging an engineer may take a few additional days.
That said, if you experience any issues during or after the self‑installation, simply give us a call and we’ll arrange an engineer visit within 48 hours.
How would you like to proceed?
✅ EDF WAIVER – WITHIN 30 DAYS & OUT OF CONTRACT (MM / AE)
Thanks for asking, Sade. As your disconnection is scheduled for 02/05/26, which meets the full 30‑day notice period, no notice fee or early disconnection fee will be charged.
Fees would only apply if the disconnection date was less than 30 days or if there was still an active minimum contract term.
I just wanted to make sure you’re fully informed in case you decide to change the date. Does that clarify everything?
✅ TEMPORARY MOVE OPTION
Thanks for waiting. Instead of cancelling your account, we can temporarily freeze your services for up to 3 months, so you won’t be charged while you decide.
This option is available if you’re planning to return to the same address, allbotowing us to keep your account and package ready for when you come back.
✅ CLOSING SPIEL – SURVEY
It’s been a pleasure speaking with you today, and thank you for being such a kind customer. We really value your feedback, so please take a moment to complete the survey about how I assisted you today.
Take care, and thank you for your time, NAME👋
✅ CUSTOMER DECLINES TO PAY EDF/FINAL BILL
I understand that you don’t wish to pay the outstanding balance or the early disconnection fee. I just want to make you aware that any unpaid balance may be referred to our Collections team and could potentially affect your credit score.
A member of our Collections team may contact you to discuss this further and talk through any available options.
✅ CUSTOMER CONFUSED ABOUT TEXT SAYING “INSTALL COMPLETED”
I completely understand why that message was confusing.
Just to clarify, the text you received confirms that the pre‑installation work has been completed. This is the work our team may carry out on or around the property, such as installing the connection from the street cabinet.
Your main installation and service activation are still scheduled for 19/05/26, which is the date agreed when you placed your order. No action is needed from you at this stage—please feel free to disregard the registration message.
✅ CUSTOMER HAS NOT PROVIDED NEW ADDRESS – CLAIMS NON‑SERVICEABLE
I understand. To confirm whether the new address is serviceable, could you please provide the full address details, including the postcode?
✅ COMPLAINTS LINK (Customer prefers not to file via CJM)
If you’re not completely happy with our service, you can also let us know via web. We’ll do our best to put things right, so you can carry on enjoying your services again. At Virgin Media, our customers come first and we aim to give you the best customer service possible. But if you feel we’ve fallen short of this, we’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can.
You can submit your complaint here: 👉 www.virginmedia.com/help/complaints.
We always aim to resolve complaints at the first point of contact and respond
✅ REQUEST TO RE‑SCHEDULE INSTALLATION / MOVERS PACK DELIVERY TO A NEW ADDRESS
Thank you for your patience. I’ve done everything possible to try to re‑schedule your installation; however, the order has already been dispatched and changes can no longer be made on our side.
At this stage, I recommend contacting Yodel directly on 0844 755 0117 to check whether any delivery changes are possible.
Once the equipment has been received, you can also contact the Activation Team on 0800 953 9500 (QuickStart) for further assistance with activating your service.
✅ IF THE CUSTOMER HAS PROVIDED THEIR CONTACT DETAILS TO THE BOT OR DURING A PREVIOUS CHAT, BUT IT HAS NOT BEEN CONFIRMED AS UPDATED.
I can see that you shared your email address and mobile number with the BOT earlier. Can I just confirm if these are still your updated details?
✅ DISCONNECTION HOLD SCRIPT
Please stay connected while I process your cancellation request, XXXXX.
Your services will automatically stop anytime during the day on XXXX, and no engineer visit is required as the disconnection will be completed remotely.
✅ QUICKSTART – SELF‑INSTALL SUPPORT
If you need any support during the self‑install process, please contact our QuickStart Team on 0800 953 9500 from any phone. If there isn’t a socket available, just give us a call and we’ll arrange an engineer visit within 48 hours. They’re available Monday to Friday, 8AM–8PM, and Saturday, 8AM–6PM.
✅ SAME‑DAY DISCONNECTION REQUEST
I understand your request. However, the earliest available date to disconnect your services is tomorrow, XX. Would that be okay?
✅ MOVERS TEAM CONTACT
You can also reach our Movers Team on 0345 454 1111. They’re available Monday to Friday, 8AM–8PM, and Saturday, 8AM–6PM.
✅ OFFER DEFERRED / EMAIL REQUEST
I understand you’d like to receive the package details by email before deciding. Just to set expectations, our promotions are limited‑time offers and may no longer be available if you contact us again later. Would you like to proceed now so we can secure the offer for you?
✅ CUSTOMER REQUESTING PHONE SUPPORT
I understand you’d prefer to speak with us over the phone. With the tools available here, we may be able to complete everything for you right now. Would you be happy to continue here?
✅ BEST VALUE / PRICING DISCUSSION
I understand you’re looking for the best deal in the market, XX — I feel the same way when it comes to value. While Virgin Media may not always be the lowest priced, we focus on delivering reliable service and quality products.
✅ ACTIVE SERVICE AT NEW ADDRESS
It appears there’s still an active Virgin Media service at the new address. May I ask if this is a shared property?
✅ DISCONNECTION HOLD SCRIPT
Please stay connected while I process your cancellation request, XXXXX. Your services will automatically stop anytime during the day on XXXX, and no engineer visit is required as this will be completed remotely.
✅ MISSING DISCONNECTION DATE
Since you’ve mentioned that you’re moving out of the property, may I know your preferred disconnection date, please?
✅ NON‑SERVICEABLE PROPERTY
I completely understand. As much as I’d love to move your services, the new address is not currently cabled by Virgin Media. We’re continuously expanding our network, and once services become available in your area, we’ll let you know. Is everything clear with this?
✅ VIRGIN MEDIA IRELAND ROUTING
At the moment, you’ve reached the UK customer services team. For Virgin Media Ireland support, please contact 00353 1 245 8000 or visit virginmedia.ie.
✅ BILLING & DISCONNECTION
Due to our system update, your final bill from the current property is yet to be generated. No worries as you'll be receiving an email with your bill once this is available.
✅ IRELAND ROUTING
At the moment you have reached the UK customer services team and you would need to get in touch with our dedicated Ireland customer services team.
Virgin Media Ireland: 00353 1 245 8000
OR
Thanks for confirming that for me, XXXX. Unfortunately, since you are from Ireland, I am unable to pull up your account. No worries, you can actually contact us via virginmedia.ie and you can get fantastic help there as well. Would there be anything else I can help with aside from this?
✅ SAME‑DAY DISCONNECTION & ACTIVATION
The process of transferring the services from old house to new house is to place a disconnection at the old address before the day of activation at the new address. There should be a 24‑hour gap between disconnection and activation to avoid service disruption.
✅ EMAIL CONFIRMATION
You will receive an email confirmation of your request within 24–48 hours. You can reply to that email with the required documents or send them to homemovers@virginmedia.co.uk.
✅ DPA FAILED – ACCOUNT ACCESS SCRIPTS
DPA Failed – Password Reset / 24‑Hour Retry
I sincerely wish I could help with your request at this time. Unfortunately, I’m unable to access your account because the security verification was not successful.
The best next step would be to reset your memorable password and then contact us again once that’s completed. You may also contact us again after 24 hours or call our hotline at 0345 454 1111 for further support.
In the meantime, I’m happy to help with any general questions you may have.
DPA Failed – System Restriction
I truly wish I could provide immediate support; however, system restrictions are preventing me from accessing your account at the moment.
I recommend contacting us again after 24 hours or calling 0345 454 1111 for further help. In the meantime, is there anything else I can help with aside from this?
DPA Failed – Security Questions Not Passed I understand your concern. To access or make changes to your account, we need to successfully complete the security questions.
Since the verification was unsuccessful, I suggest gathering the required details and contacting us again so we can continue helping you. In the meantime, I’m happy to help with any general inquiries you may have.
DPA Failed – Incorrect Details / MYVM Reset Based on the details provided, some information did not match our records. To proceed, we need to pass the security verification.
I recommend resetting your memorable password through your My Virgin Media (MYVM) account or contacting us again once you have the correct details available. Is there anything else I can help with for now?
DPA Failed – Unable to Update Email I’m sorry about this. As we were unable to verify your account, I can’t access or make changes, including updating the registered email address.
The best option is to contact our hotline at 0345 454 1111 so they can help you regain access. In the meantime, I’m happy to answer any general questions you may have.
✅ ACTIVE SERVICE AT NEW ADDRESS
Thanks for waiting, Katie. It appears there is already an active Virgin Media service at the new address.
As an alternative to cancellation, we can set up a separate account in your name. This would be billed independently and won’t affect the existing services at that address.
How would you like to proceed?
✅ ENGINEER INSTALLATION INFORMATION
Awesome! I’ve now processed your request. Please note that the engineer will contact you directly on the day of installation, approximately one hour before arrival.
Is there anything else I can help with today? 😊
✅ CUSTOMER REQUESTING DATE CHANGES
Thank you for waiting, Lee. I can see that the installation at your new property is currently scheduled for 02/04/26, and the disconnection at your current address is set for 01/04/26.
You mentioned you’d prefer the installation to take place on 11/04/26. Would you like me to update your pending order and reschedule both the disconnection and installation dates?
✅ TIME OUT PERIOD (OVER 60 DAYS)
Thanks for waiting. Just to keep you informed, the maximum Time Out period is 3 months.
I can schedule a disconnection 60 days from today. If you’re still abroad at that time, you can contact us closer to the date and we can extend the Time Out once by adding the Time Out pack again.
Does that work for you?
✅ BILLING COMPLAINT – MOVED OUT WITHOUT NOTICE
I understand your concern, Adeeba. As the account holder, the charges remain under your name because the service was still active and registered to you.
When moving out, it’s important to notify us so we can stop the service or process an early disconnection. Since we only received your request today, the charges up to this point are still valid.
What I can do now is process the disconnection, which will stop any future charges.
✅ TRANSFER TO CUSTOMER SERVICE / ENGINEER SUPPORT
I apologize for any inconvenience this has caused. I understand your concern, and this issue requires support from an engineer. Please be assured there are no fees involved.
I’ll now transfer you to the appropriate team. Please bear with us if the wait time is slightly longer than usual.
Please note that this conversation will be recorded, archived, and monitored for quality and training purposes. By staying connected, you agree to this.
✅ ACTIVATION FEE REMOVAL REQUEST (£35)
I understand your request. The £35 activation fee is system‑generated, so it will still appear on the contract and can’t be removed from the document. However, please rest assured that this fee will not be charged to you.
✅ PRICE INCREASE QUERY – WITH O2 SIM
Yes, there will be a price increase. However, if you take an O2 SIM, you’ll be exempt from this year’s increase. Starting 1 April next year, your account would then be included in any future price increase.
✅ CUSTOMER DID NOT PROVIDE ADDRESS / REASON IN BOT – WANTS TO CANCEL
Instead of cancelling your service, we can help you bring your services to your new address at no extra cost and also check for the best available deals to support your move. Could you please share your new address so I can confirm whether the property is serviceable by Virgin Media?
✅ DPA COMPLAINT / SECURITY PROCESS
Due to the Data Protection Act, we have security measures in place to keep your account safe and prevent any unauthorized access. For this reason, we’re unable to provide any hints or information about your password.
✅ CUSTOMER REQUESTING A PHONE CALL
I understand you’d prefer to speak with us over the phone. With the resources available here, we may be able to complete everything you need right now. Would you be happy to continue here?
✅ HOLD SCRIPT – MOVE & TRANSFER (WHILE CHECKING FUTURE BILL)
Please stay connected while I check the future billing details for you. I’ll update you shortly and provide a clear summary before we wrap things up.
✅ MOVE & TRANSFER CONFIRMATION – ENGINEER VISIT
Awesome! I’ve now processed your request, Lee. Just to let you know, the engineer will contact you directly on the day of installation, approximately one hour before the scheduled time.
Is there anything else I can help you with? 😊
✅ DUPLICATE ADDRESS FOUND ON POSTCODE CHECKER
I can see here that there is an active Virgin Media service at the new property. Just to confirm, is this a shared property?
✅ CUSTOMER REQUESTING CHANGES TO A PENDING ORDER
Thank you for waiting, Lee. I can see that the installation at the new property is currently scheduled for 02/04/26, and the disconnection at your current address is set for 01/04/26.
You mentioned that you’d prefer the service to be installed at the new property on 11/04/26. Would you like me to update your pending order and reschedule both the disconnection and installation dates accordingly?
✅ MOVE & TRANSFER CONFIRMATION – ENGINEER VISIT
Awesome! I’ve now processed your request, Lee. Just to let you know, the engineer will contact you directly on the day of installation, approximately one hour before the scheduled time.
Is there anything else I can help you with? 😊
✅ DUPLICATE ADDRESS FOUND ON POSTCODE CHECKER
I can see that there is an active Virgin Media service at the new property. Just to confirm, is this a shared property?
✅ CUSTOMER REQUESTING CHANGES TO A PENDING ORDER
Thank you for waiting, Lee. I can see that the installation at the new property is currently scheduled for 02/04/26, and the disconnection at your current address is set for 01/04/26.
You mentioned that you’d prefer the service to be installed on 11/04/26. Would you like me to update your pending order and reschedule both the disconnection and installation dates accordingly?
✅ CZ – COMPETITOR DEAL / PRICE CONCERN
Response 1 I understand price is an important factor. Before deciding, let’s review what this service offers so you can compare value as well as cost.
Response 2 You’ve been with us for some time, so you’re familiar with the reliability and speed we provide. While cheaper options may exist, they don’t always deliver the same performance or consistency.
Price Reluctance – Value Reframe I understand it may be more than you initially planned to spend. The key consideration is whether the service gives you exactly what you need on a daily basis.
AI – Cannot Afford / Too Expensive I understand you’re managing your expenses carefully right now. You’re currently paying £X per month, and I can reduce this to £Y to make things more manageable. I can take care of that for you today.
Unemployed Customer I’m very sorry to hear about your situation. Many people rely on the internet for job searches and applications. I can apply a one‑off credit of ££, allowing you to continue your service without worrying about next month’s bill while you settle into your new property.
CY – Faults / Technical Issues I’m sorry for the inconvenience. This sounds like it may be a technical issue. I’ll transfer you to our Faults team, who are best placed to resolve this as quickly as possible.
De‑Escalating a Supervisor Request I understand you’d like to speak with a supervisor. I can arrange that, although there may be a short wait. While we’re waiting, could you briefly explain the issue so I can help move things forward?
Customer Requests an Onshore Agent
Initial Response This is an international Virgin Media call centre, and I’m fully trained to handle moving‑home queries. I’d appreciate the opportunity to help you today.
Second Rebuttal I apologise for any concern this may cause. Please be assured that I’m fully equipped to resolve your request if you allow me the opportunity.
✅ CUSTOMER FAILED DPA
Mr./Ms. ___, I’m unable to access the account as the data protection checks weren’t completed successfully. This is in place to protect your personal information.
If someone else set up the account, they’ll need to contact us directly so we can proceed.
✅ DISCOVERY STATEMENT (WHILE ACCESSING ACCOUNT)
While I’m pulling up your account, we can also review your usage to ensure the services you’re moving to your new address are still the best fit for your needs.
✅ RETURNING EQUIPMENT EARLY
No worries—I understand your situation. Normally, the returns kit is sent around 10 days after your disconnection date to your new address, which means it wouldn’t arrive before you move out on the 10th.
Since you’d like to return the equipment earlier, you don’t need to wait for the returns kit. You can take the equipment to your nearest Yodel store instead.
You can find the closest location here: 👉 yodel.co.uk/store-locator
Once the services are disconnected, you’ll be able to drop the equipment off on the 9th, which fits perfectly with your moving plans.
Does that sound like a plan? 😊
✅ SERVICE ACTIVATED AT THE NEW ADDRESS – EQUIPMENT REQUIRES MANUAL ACTIVATION IN ICOMS
Thanks so much for staying on the line 😊 I’ve now assigned the equipment to your new address to help get your service up and running.
Could you please reboot your hub and check if the connection comes through? Let me know how it goes, and I’ll be right here if you need anything else.
✅ THE DIFFERENCE OF EDF AND NOTICE FEE
An Early Disconnection Fee applies if you cancel your services while still under contract. A Notice Fee applies if you cancel while out of contract and provide less than 30 days notice.
✅ EXCEEDED 28 DAYS NON-SERVE EXPLANATION
Whilst I understand that you don't have the documentation yet, and that will be needing to waive your EDF within the 28 days given timeframe. You can still send your document to our back office, even if it's exceeded within the next 28 days as of now, directly on this email below:
The back office will handle this for you to refund it to you directly as they are the one who can refund your EDF on their end. No worries, you will be notified as you'll receive a confirmation via email once everything done and settled. Sounds clear with this?
✅ BE SCREEN NOT SHOWING
It will take time to show up these details as the system updates, and we just processed the move as of now. Not to worry, this bill is not yet your actual first bill, once the system done updating and reflected your credit from your old address, you'll receive this via email within 24-48 hours including the breakdown and specific.
✅ HUGE EDF – TO HELP CX AVOID PAYING THE EDF COSTS
I understand this is a significant amount, and I can completely see why you’d want to avoid paying the early termination fee.
One option that may help is moving your service instead of cancelling it. This way, you can continue with your contract at the new address and avoid the early termination charges. I’d be happy to check this option for you and walk you through how it works if that helps 😊
✅ IF THE CUSTOMER IS IN A HURRY AND DOESN’T WANT TO ANSWER QUESTIONS.
I completely understand. As part of the process, I just need to ask a few quick questions and review some important details so I can successfully cancel your service. I’ll keep it as quick and easy as possible. Thanks for bearing with me while I take care of this for you.
✅ THE ACCOUNT IS OUT OF CONTRACT, AND NO DISCONNECTION DATE HAS BEEN PROVIDED.
To help you avoid paying a notice fee, I’ll schedule the disconnection for 30 days from now, on 13/06/26. If you’d like to make any changes, you can always chat with us again and we’ll be happy to amend the order.
✅DISCONNECTION HOLD SCRIPT
Got it. Please bear with me while I book your disconnection for the agreed date.
✅ 3RD‑PARTY REQUEST TO CANCEL EXISTING SERVICE
(Customer declined change of ownership but plans to get services at the address)
Probing Question: “Once the service is disconnected, what service would you like to have at this address?”
Friendly & Convincing Explanation: *“That’s absolutely fine. Since you’ve mentioned this, we can go ahead and cancel the existing service under your ex‑partner’s name so it’s no longer linked to this address. I’ll take care of completing the form for you.
Once the current account is cancelled, we’ll submit a form with your details as the new account holder. One of our team members will then get in touch to guide you through the next steps and help set up a new account. This also means you’ll be able to explore our latest offers and take advantage of deals available to brand‑new customers.
How does that sound? 😊
✅ CHANGE OF OWNERSHIP PROCESS AND EDF CLARIFICATION
I understand your concern about the EDF and the change of ownership process.
To clarify, a change of ownership is not a direct transfer of the existing account. The current account must first be cancelled, after which a new application is submitted with the details of the new account holder.
Once the cancellation is completed, we will proceed with submitting the form for the new customer. A member of our team will then contact them to arrange the next steps, set up a new account, and provide the necessary equipment in their own name.
This process ensures that the original account holder is no longer liable for any ongoing charges or contractual obligations, including the EDF, if applicable under the current contract.
✅ CANCELLATION INFORMATION – NOTICE PERIOD & EARLY DISCONNECTION FEES
I can see your 24‑month contract has ended, which means your promotional discount has finished and the services are now at the standard monthly price.
If you're moving to a new home, we don’t necessarily have to cancel your services. I can transfer them to your new address and check for any new deals available to help keep your monthly cost down. This could save you the hassle of setting up a brand‑new account elsewhere.
Would you like me to check what’s available at your new address?
✅ EARLY DISCONNECTION FEE AND FINAL BILL (IF IN CONTRACT)
Just to clarify, the amount previously mentioned refers to the early disconnection fee only. It does not include your normal monthly charges.
If you cancel while still within your minimum term:
You would pay your regular monthly charges up to the cancellation date, plus Any applicable early disconnection fee. If you keep the service until your contract ends (for example, 8 September), you would simply continue paying your normal monthly bills with no early disconnection fee.
✅ 30-DAY NOTICE PERIOD
Thanks for raising the question about notice, Craig 😊
For full transparency, the most accurate and up‑to‑date information is available in our official Terms and Conditions here: https://www.virginmedia.com/legal
Please select: “Terms and Conditions – TV, Fibre, Phone (from 24 April 2025)” Then refer to Section N, No.1.
It states:
“In addition to your rights to cancel during the cooling off period, either you or we may end this agreement at any time (including during or at the end of any minimum period) by giving the other 30 days’ notice.”
This means 30 days’ notice is required whether you’re in or out of contract. If you are still within your minimum term, an early disconnection fee may also apply.
I’m more than happy to go through how this applies specifically to your account so everything is completely clear.
✅EMAIL CONFIRMATION OF MOVE OR CANCELLATION:
You can expect to receive an email about the cancellation of your account within 24-48 business hours. This email will also provide a detailed breakdown of your bill.
✅ TIME OUT INSTEAD OF CANCELING
Thanks for waiting. Instead of cancelling your account, we can temporarily freeze your services for up to 3 months, so you won’t be charged while you decide. This option is available if you’re planning to return to the same address, as it allows us to keep your account and package active for when you come back.
✅ TIME OUT MORE THAN 6 MONTHS
Thanks for that. As of the moment, the maximum freeze period we can offer is 6 months. This is the longest duration we have available. However, you're more than welcome to contact us back before the 6 months is up to let us know your decision whether you'd like to return to your service, extend the freeze, or cancel the account. Please note that we cannot guarantee we'll be able to hold your account or extend the freeze. How do you wish to proceed?
✅ BE NEW ADDRESS – LOWER MONTHLY COST AFTER MOVE
Out of franchise move. Like for like. Updated the codes to process M&T.
Due to ICOMS requirement, needed to update the codes which led to price decrease. No RK needed
✅ CUSTOMER WANTS CHEAPER PACKAGE AFTER MOVE
Absolutely 😊 Once we process the move, we can also review your package and check whether there are lower-cost options available that better suit your needs.
✅ CUSTOMER UPSET ABOUT EDF
I completely understand why the fee feels frustrating. The early disconnection fee applies because the account is still within the agreed minimum term. However, if moving the services is possible, this may help avoid those charges entirely.
✅ CUSTOMER ASKING ABOUT FINAL BILL TIMELINE
Your final bill is usually generated shortly after the disconnection completes. Once available, you’ll receive an email with the full breakdown and payment details.
✅ CUSTOMER DOESN’T KNOW MOVE DATE YET
No worries at all — to help avoid the hassle of arranging everything later on, we can schedule your installation date up to 30 days from today for now.
If your moving plans change or you’d like to amend the installation date at any point, you can simply contact us back and we’ll be more than happy to update the order for you.
How does that sound? 😊
✅ CUSTOMER ASKING IF THEY CAN CANCEL LATER
Absolutely 😊 You’re welcome to contact us again if you decide to make any changes to your move, installation, or cancellation request later on. We’ll always do our best to help and update the account for you.
✅ SAME-DAY DISCONNECTION & INSTALLATION NOT POSSIBLE
Just to let you know 😊 our system won’t allow us to book the disconnection and installation on the same day. The disconnection at the old address needs to be scheduled first, then the installation at the new address can follow after to avoid service issues during the move.
✅ CUSTOMER WORRIED ABOUT LOSING SERVICE DURING MOVE
No worries 😊 Our system allows us to book the disconnection at your old address one day before the installation at your new address. This helps avoid service issues during the move and allows us to arrange the installation date properly for you.
✅ FRIENDLY CLOSING – MOVING ABROAD
Before we finish today, I just want to wish you all the best with your move abroad. I hope everything goes smoothly for you and that this new chapter brings lots of exciting opportunities. Thank you for choosing Virgin Media, and take care 😊
✅ FRIENDLY CLOSING
It’s been lovely speaking with you today 😊 Congratulations on moving into your new home! I hope everything goes smoothly with the move and that you create lots of happy memories there.
✅ FRIENDLY CLOSING – CUSTOMER RETIRING
It was a pleasure helping you today 😊 Wishing you a relaxing and happy retirement, and I hope your move goes perfectly smoothly.
✅ FRIENDLY CLOSING – FAMILY RELOCATION
Thank you for chatting with me today 😊 I hope you and your family have a smooth move and settle comfortably into your new home.
✅ FRIENDLY CLOSING – NEW JOB RELOCATION
Congratulations on your new job opportunity 😊 I hope the move and everything that comes with it goes really well for you. Take care and enjoy this exciting new chapter.
✅ FRIENDLY CLOSING – MOVING IN WITH PARTNER
Thanks again for your time today 😊 Wishing you both all the best as you settle into your new place together.
✅ FRIENDLY CLOSING – CUSTOMER UNDER STRESS
I truly appreciate your patience today. Moving can definitely be stressful, so I hope everything becomes much easier from here onwards. Take care and all the best with your move 😊
✅ CUSTOMER DOESN’T WANT ANOTHER 24-MONTH CONTRACT
“I completely understand wanting more flexibility 😊
At the moment, our standard agreements are 24-month contracts. However, if you’re a student and planning to return to the same property, we may have a 12-month student contract available depending on eligibility.
This can be a great option if you only need the service for a shorter period while studying.
Would you like me to check whether the student offer is available for your address?”
✅ CUSTOMER DOESN’T USE SERVICE OFTEN
“I understand. If the service isn’t being used as much anymore, it may be worth reviewing whether you still need the same package level.
Rather than cancelling completely, we could potentially downgrade your package to something more suitable and cost-effective for your current usage. Would you like me to explore those options?”
✅ CUSTOMER SAYS BILL IS TOO HIGH
“I completely understand wanting to keep your monthly costs manageable.
Before we look at cancelling, I’d really like the chance to review your account and check whether there are any new packages, discounts, or contract options available that could help lower your monthly bill.
Would you be open to me checking that for you?”
✅ DIRECT DEBIT NOT SET UP
I can see that there’s currently no Direct Debit set up on the account yet. To help avoid late payment charges and make things easier moving forward, would you like me to add a Direct Debit to the account for you today? 😊
✅ CUSTOMER MOVED – NO SERVICE BUT STILL BEING CHARGED
I completely understand 😊
Even if you’re not using the service or there’s no service at the new address, the account is still active on our system. That’s why charges are still continuing.
We also need customers to let us know before moving so we can check if the new address is serviceable and arrange everything properly.
Since the account was only cancelled today, it will stay active until the disconnection date 26/05/26, and billing will stop on that date as well.
✅ CUSTOMER MOVED – NO SERVICE BUT STILL BEING CHARGED
I completely understand your concern 😊
Even if there is no service or you are not able to use it at the new address, the account is still active on our system.
This means the service is still running in the background, which is why charges continue.
That’s also why it’s important to inform us before moving, so we can check if your new address is serviceable and arrange everything properly in advance.
In your case, the account was only cancelled today, so it will stay active until the disconnection date 26/05/26.
👉 Billing will stop on the same day the service is fully disconnected.
✅ CUSTOMER MOVED TO NON-SERVICEABLE ADDRESS – STILL BEING CHARGED (REPEAT QUERY)
I understand your concern 😊
Even if the service is not working at your new address because it’s not serviceable, the account is still active in our system. That’s why charges continue.
The service will only stop on the disconnection date we’ve arranged, which is 25/05/26. Until that date, the account remains active, so billing will continue.
👉 Once the disconnection is completed on that date, the service and charges will both stop.
✅ CUSTOMER MOVING ABROAD – EDF
I understand how you feel 😊
The Early Disconnection Fee is charged when the service is cancelled before the contract ends. Since you’re moving abroad, we’re unable to move or use the service outside the UK, as it can only be installed and used at UK addresses.
Because of this, cancelling your service is treated as an early termination, so the EDF is applied based on the remaining contract term.
I understand you’re asking for a waiver, however EDF cannot be waived in this case as it is part of the contract and applies when the service ends early.
A better option I can suggest is if one of your family members is still living at the UK address, we can keep the service active so they can continue using it as normal. This allows the service to stay running and helps you avoid the early termination fee.
If you’d like, I won’t proceed with your disconnection request and will leave the account active for now 😊
✅ CUSTOMER COMPLAINS ABOUT PRICE INCREASE (OUT OF CONTRACT)
I understand how you feel 😊
The reason your bill has increased is because your contract has now ended. Once the contract ends, the service automatically moves to the standard monthly price, which is why you’re seeing the increase.
We usually send an email reminder to let you know about this change so you’re aware before it happens.
If you’d like, I can help you check a new package that can lower your monthly cost 😊
✅ CUSTOMER COMPLAINING ABOUT OFFER – MOVING HOME & PRICE QUERY
I understand how you feel 😊
I’ve checked your account and I’ve maximised everything available to offer you the best deal we can provide for you right now.
I understand you’ve seen our offer online for £21 Gig1 with Virgin Media. Just to clarify, this type of pricing is usually for new customers only, so it may not match the offers available on existing accounts.
The offer I’ve provided is the best available on your account, and I’ve already done everything I can to bring it down as much as possible for you.
✅ CUSTOMER DECLINES OFFER – MOVING HOME
I understand 😊
Since you’re connected to our Movers team messaging right now, I can go ahead and arrange your home move first and keep your current package as it is, since you don’t want to take the offer today.
Once your service is active at your new address, you can chat with us again or contact our Retentions team. They may be able to review your account again and offer different deals, as different teams have access to different offers and tools.
For now, I’ll focus on getting your move arranged so everything is set up smoothly for your new home 😊
✅ OPTION 2 – O2 SIM BENEFIT EXPLANATION
I understand 😊
Let me explain it simply.
Option 2 includes an O2 SIM which gives extra benefits like double data. Because of this benefit, the package is upgraded and the speed increases from 262 Mbps to 516 Mbps.
This added value means you get more speed and better benefits for a lower monthly price compared to Option 1 😊
That’s why Option 2 gives you faster internet and better value at a cheaper price 😊
✅ OPTION 2 – PROGRESSIVE QUESTION
I understand 😊
With this option, your monthly bill will go down from £60 to £27, so you’ll save £33 every month and also get better speed.
Shall we go ahead with this now so you can start saving money straight away? 😊
✅ ICOMS NOT ALLOWING ORDER UPDATE – MOVE REQUEST
I understand 😊
I’ve already tried everything to update your existing move order at your requested dates, but the system is not allowing me to make any changes.
What I can do is cancel the current order and create a new one with the correct disconnection and installation dates for your move.
This will make sure everything is set up properly.
Shall I go ahead and rebook it for you? 😊
✅ MOVE REQUEST NOT COMPLETED BY BOT – CHAT SUPPORT
I understand 😊
It looks like your move request wasn’t completed by the bot.
No worries, I can go ahead and arrange this for you myself now and make sure it’s booked properly and processed right away for the earliest available date.
Could you please share your full new address including house number, street name, and postcode so I can proceed? 😊
✅ RECOMMENDATION AFTER PRESENTATION – SAME BROADBAND SPEED
I’d highly recommend Option 2, as it offers the best overall value while keeping the same broadband speed at a lower monthly cost. Please note, this is a limited-time offer, and I can’t guarantee the same pricing will still be available if you decide to wait.
✅ MOVE REQUEST – BOT NOT COMPLETED (EXPLANATION TO CUSTOMER)
I completely understand 😊
Sometimes the bot isn’t able to finish the request because it needs a bit more detail, or the system needs a quick manual check before the move can go through. It’s just a normal step to make sure everything is set up correctly.
No worries at all, I’ll take care of everything for you here and make sure your move is arranged smoothly and as quickly as possible 😊
Could you please share your full new address, including the house number, street name, and postcode so I can continue for you?
✅ MOVE/ DISCONNECTION REQUEST – PROCESS NOT YET COMPLETED
I understand that you need to go now, however, the process is not yet fully completed at this stage. I will make this as quick as possible for you. If you become unresponsive or get disconnected from the chat, I will still continue and leave a message here with the next steps and updates. Rest assured, all relevant details, updates, and the final outcome of your request will be sent to your registered email for your reference. All good with this?
✅ PACKAGE CHANGE REQUEST – NOT PROCESSED DUE TO INACTIVE CUSTOMER (EXPLANATION SCRIPT)
I understand your concern and apologies for the confusion.
You previously agreed to change your package to Option 2. However, during the process, we sent a confirmation message asking for your consent to proceed, and there was no response at that time as the chat became inactive.
As we did not receive your confirmation, we were unable to proceed with the changes. The system does not allow us to make any modifications without explicit consent, so your current package remained unchanged. Please be assured that no changes were made without your approval.
✅ PACKAGE CHANGE REQUEST – CONTINUE PREVIOUS REQUEST
Since you’re back now, we can continue with the package change you previously agreed to for Option 2.
Just to confirm, would you still like to go ahead with Option 2?
✅ CORRECTION OF PREVIOUS INFORMATION – APOLOGY SCRIPT
I do apologise for the information I provided earlier. Let me correct that for you.
✅ FOLLOW-UP – CONFIRMATION CHECK
Just checking in to make sure you’ve had a chance to read my previous message. Is everything clear and okay with the information I shared?
✅ ADDRESS REQUIRED TO CHECK DEALS & SERVICE AVAILABILITY
I completely understand you may not want to share your address. However, to check the best deals on your account, we do need your new service address. Our system requires it so we can also confirm that Virgin Media is available and can be installed at your new property.
Please rest assured your information is kept secure and only used for checking availability and offers. Could you please share your new service address so we can check availability and the best deals for you?
✅CJM PROCESS – CASE CREATION & RESOLUTION PROCESS
Sorry to hear you’re not happy with the experience. I’ll log what you’ve raised and create a case so it’s properly tracked. I’ll also confirm the issue with you and what result you’re looking for so I’ve got it right. Then I’ll continue helping you here in chat and try to sort it out for you if possible.
If we fix it, I’ll check with you before closing the case. If not, I’ll escalate it and you’ll get an update within 24–48 hours.
This just makes sure your concern is recorded and followed up until it’s resolved.
✅ CJM DECLINED – CONTINUE WITH SERVICE REQUEST
No problem, I won’t create a case or raise a complaint. Let’s go ahead and continue with your initial query and I’ll help you sort it out.