Hi there, thanks so much for waiting. I'm just taking a look at your account, I'll be back with you ASAP. 😊 ---------------------------- May I know what is the email address registered on the account? May I know what is the mobile number registered on the account? Perfect! May I know what was your last bill value including pence? Thanks! Please base your answers on the email I've sent you, which contains your billing information. May I know when or what it says is your payment due? Thanks! Can you confirm the last 4 digits of your bank account number? Alright. Which date does your Direct Debit usually come out of your account? Thanks! May I know when is your next bill/payment due? DPA Not to worry, I can send you a bill via email containing the information you need to gain access on your account. May I know what is the email address registered on the account? Thank you for that information. Please base your answers on the email I've sent you, which contains your billing information. Let me know once you have received it. Thanks for sharing this. We're saddened to know that you want to close your account because of better deal. We'd love to keep you as one of our customers. Can you please tell me the package you want from other provider? Let's see if we can match it. --------- Thanks for clearing the security checks! For quicker authentication of your account next time, it would be good to reset your password while we have you today. Would you like to update this now or later? Thank you for clearing security checks! I understand you are looking for cheaper deal. Allow me to review your account for the best discounts we can offer. One moment. Thank you for clearing security checks! I understand that you are planning to disconnect. Can you please provide us the reason of your cancellation? 1. Leaving to join another provider 2. Looking for cheaper deal Appreciate your patience. Can you please provide your full name and if I'm chatting with the account holder? Could you kindly provide your mobile number and email address so that we may retrieve and update your account details? Everything has been arranged for you now. Whilst we're still connected, is there anything else that I can assist you with? You're very welcome! We value your feedback, again my name is Dominic, please take a moment to complete our survey based on how I assisted you today. Take care Bhavesh 👋 A gentle reminder kindly stay connected throughout our discussion, as the package I am presenting may be lost and cannot be processed. Once we finish this, I will discuss your upcoming bill. Thank you very much! 😊 ====================================== TEMPT CHECK I don't mean to rush you. But I'm just checking in if we are still connected? We haven’t heard from you in a while. Is everything okay? It appears you have left this chat session as I have not received a response. For further assistance, please re-join chat at a more convenient time where we will be happy to help. I will now end this chat session and please take a moment to complete our survey based on how I assisted you today. Have a great day. 👋 UNRESPONSIVE INTRO || FOLLOW 555 || NFAT It appears that you've left the session before we're able to discuss your query/request. Please be advised that I will now close the conversation. If you still need further assistance, feel free to message us back between 8AM to 10PM and we’ll be glad to assist you. Take care. 👋 ========================================= WHILST CHECK Whilst where still connected. (532) Before 5 minutes: Hi, David. I just wanted to see if we're still in touch? I want to ensure that you don't have any other questions before we wrap up our conversation. Before 3 minutes: It appears you have left this chat session as I have not received a response. For further assistance, please re-join chat at a more convenient time where we will be happy to help. I will now end this chat session and please take a moment to complete our survey based on how I assisted you today. Have a great day. 👋 "Closed conversation before 2 minutes" ======================================= XGS PON REASON Having checked, Virgin is within the area however, it's available for broadband and TV only. We're always working on our network and expanding our services to include landline. We'll let you know as soon as possible once this is available. ------------- NETFLIX STANDARD REMOVAL Just a heads up, we have made a change on the deals we can offer. Your current package includes Netflix Premium/Standard but with new deal it will cost extra £X.00 per month. Would you like to keep your Netflix Premium/Standard subscription or downgrade it to Netflix with Ads at no extra cost? RPI This will be a 24 months contract and there will be £4.00 price increase every April of the year and this is applicable to all customers. No worries, you’re not locked in without options, you can recontract partway through if better offers become available. This broadband speed is 3x faster than your current broadband speed and 2x faster than what catches your interest. Happy to proceed? EMPHATY I understand you have questions about your bill. I'll be happy to check on that for you. I would be glad to help you with this. Give me just a minute while I figure this out for you. It's perfectly understandable that you're upset about what has happened. I will make sure to get this sorted out as soon as possible. I am personally going to take care of this for you. What I’m going to do for you is Thank you for your patience, XX. As per checking Your satisfaction means everything to us. Have we covered everything that you wanted to discuss today? I want to thank you for taking the time to speak with me today. I can see how the situation would be frustrating. Allow me to help you in getting this resolved. I can understand why you feel upset, and we will work toward fixing this situation for you. I can imagine how frustrating that must be. Let me see what I can do to rectify the problem. I am personally going to take care of this for you. I appreciate you bringing this to our attention so that we can deal with this immediately. Thank you for getting in touch about this. Let me see what I can do to get this sorted out. I hope that you'll consider this an isolated incident and give us another opportunity to serve you better. We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our management team. I can imagine why you feel that way. It’s not our intention to confuse you, please allow me to clear things up. ======================================== OHT I understand you on this, but I'd strongly recommend keeping the same package to maximize the discounts we can apply on the new deal.️ I’ve already tried everything I can and applied all the discounts available for you to have the best deal. Just so you know, this is the best deal we can give, changing provider can be a bit of hassle sometimes, do you want to continue to cancel your services, or would you consider my offer? I understand that you want me to match the price that was offered to you by XX. However, I assume that the package that was offered to you was a new customer deal, just like what we offered to you when you first joined to us with cheaper and affordable price to encourage you to try our services. In addition to that, we have different set of discounts to our valued loyal customers like you. Just so you know, this package originally cost £XX but we managed to lower it down to £XX using the available discounts on your account. How's that for you? Just to be honest with you, I was surprised when I checked your account for a deal because this is the cheapest price, I have encountered on this package considering that you are an existing customer. No problem, XX. But just to let you know, I applied my discount on that package so I cannot guarantee that once you consider my offer with another agent, they would find it hard to match it. I can wait while you make your decision. Does that work for you? May I know if you are happy to consider my offer or you want to leave your account as it is? ======================================== ACKNOWLEDGEMENTS To respond to that, To address that, I will To explain that, To elaborate on that, To provide insight on that, Fabulous! or Fab! Brilliant! or Brill! That's great! Cool! Splendid! Wonderful! Awesome! Perfect! Amazing! Thanks for that. Thanks for sharing. Thanks for letting us know. We appreciate your patience. Thanks for the information. We appreciate the information. Appreciate that! No problem! Not a problem. That's fine. That's okay. Sure thing. Sure, no problem. I can certainly see why you feel that way. I would ask these questions too if I was in your situation. It's only natural that you feel this way. I can imagine why you feel that way. It's not our intention to confuse you, please allow me to clear things up. I understand why you're disappointed. I'd really like to help, .... I can understand why you feel upset, and we will work towards fixing this situation for you. I would be glad to help you with this. Give me a few minutes whilst I figure this out for you. ======================================== PROGRESSIVE QUESTIONS All good so far, XXX? Are things clear so far? Was I able to clear things up? Are you happy with that? Are we all good with that, XXX? How does that sound? How's that for you? Happy to go ahead? May I know how do you wish to proceed? How do you wish to continue? Which one do you prefer? Which do you prefer? All good to proceed? What do you think? What are your thoughts? Shall we proceed? Do you have any other question? ======================================== AWESOME Awesome! Please stay connected as we will need your consent through email or SMS before we can completely change the package. This is Ga gentle reminder to please remain connected during our conversation, as the package I am offering may be lost and cannot be processed. Thank you very much! 😊 Could you please indicate which of the following options you prefer for reviewing your new contract? 1. Send any or all of them here in our conversation 2. Prefer to read them within the documentation you receive to your Email and SMS ====================================== SECOND OFFER I understand you on this, XX. However, after I activate all my discounts here in my end. . It seems that I found a cheaper deal more that first offers: Optiocn 3: For just £X per month on a 24-month contract, you’ll receive XX Mbps internet, XX TV channels, and XX landline services. This package is also suitable based on your account usage. We'd love to keep you as one of our customers, but this is the best deal available at the moment, do you want to continue cancelling or would you consider the above options? -- If you notice, the package with an O2 SIM is very affordable. The reason for this is that we can unlock exclusive discounts when your package includes an O2 SIM. Additional with this, if for any reason you experience WiFi blackspots at home, we'll go ahead and provide you with up to 3 Wifi booster pods at no extra cost. Boost your broadband speed, Perks with discounted international calls, Double data on every eligible O2 Pay Monthly Plan in your household. All in one package. You can keep it as back up or share it with someone else. To answer that, you can choose to £10.00 for 30 GB, £7.99 for 15 GB , £6.00 for 10 GB and £5.00 for 4GB. Which one do you like the most? ======================================== DPA FAILED Great! Please base your answers on the email I've sent you, which contains your billing information. My apology that I need to ask this question again because it is part of our security question. May I know what is the email address registered on the account? May I know what is the mobile number registered on the account? Got it. May I know WHAT was your last bill value? Thanks! Can you confirm the last 4 digits of your bank account number? Alright. Which date does your Direct Debit usually come out of your account? Thanks! May I know WHEN is your next bill/payment due? Appreciate that. For security purposes, we need to be certain. May I know your final answer please? My apology, I do really want to assist you today, but we cannot proceed assisting you today because we failed the Security Check. Rest assured that after updating your password we'll be more than happy to assist you further at that time. We value your feedback, again my name is Dominic, please take a moment to complete our survey based on how I assisted you today. Take care, XX. 👋 OPTION 3 I understand you on this, XX. I activate all discounts available here in my end. It seems that I found a cheaper deal more that first offers: Option 3: For just £X per month on a 24-month contract, you’ll receive XX Mbps internet, XX TV channels, and XX landline services. This package is also suitable based on your account usage. ====================================== O2 As a quick reminder, here’s a guide to all the fantastic perks and benefits customers receive when they choose Volt and take a Volt SIM with their package… 📱 Unlimited minutes and texts to UK numbers 📶 Epic 5G where available, with 99% UK coverage ⏩ Supercharged mobile data and broadband speed 🌍 EU roaming included (on all O2 products), plus these sims get inclusive roaming in 27 destinations with O2 Travel Inclusive Zone 🎫 Access to perks and experiences with Priority. Priority tickets, rewards, daily treats, prize draws and more. E.g. Greggs hot drink for £1 📺 An Extra from O2 for 3 months on us. Pick from Disney+, Amazon Prime, and more 🤳 Get a new number or transfer your existing number over 💰 No end of offer price rise on Sim. Annual price rise still applies ====================================== 3 BILLING Since we’ve made the changes, your next bill will be £XX, which will be due on XXX. The bill after that will be £XX, this includes any pro-rata charges and will be due on XXX, then £XX on XXX. To manage your expectations, your upcoming bill will be prorated. The calculation for the prorated amount is based on your billing cycle. This includes partial charges for the days you were on your previous package, along with the days you were on the new package during your billing cycle. Additionally, you will receive an email detailing the changes. Have I successfully clarified the situation? ====================================== COMPLAINT form CJM: Thank you for being a loyal customer with us (CX NAME), we appreciate you sharing the information regarding the recent experience that you have gone through, while you are trying to (CONCERN/QUERY). I completely understand how frustrated you must be; however, this is not the kind of experience that we would want our customers to go through. We certainly aim to fix it at the earliest. As I have gone through your account, I see that (FINDINGS/RESOLUTION). You can also choose to have a look at our website at www.virginmedia.com/help for more information. For any further assistance we would request you to contact our customer care team on the below mentioned number. We appreciate the time and patience you have invested in writing to us; we are looking forward to helping you at the earliest. Stay safe, Take care. -- I understand you, XX. I sincerely apologize for what has occurred. May I inquire if you would like me to submit a complaint regarding this matter, or would you prefer that we continue with your inquiry? Please be assured that I will do everything within my power to assist you. Which option do you prefer? -- Thank you for sharing this with me. Regarding that, I can create a complaint on your account outlining the issues you’ve raised. Would you prefer to proceed with that, or would you like us to explore alternative solutions first to see how things go, XXXXX? 🙂 ====================================== EARLY DISCONNECTION FEE I see that your contract will end on XX because you are on an 18-month contract which started on XX. Please be advised that if you want to cancel within your contract, an early disconnection fee will apply as this is included in our terms and conditions when you took the contract. ====================================== DOWNGRADE My apology with this, XX. However, I cannot do something about that for now and just a reminder, if you do choose to downgrade in future all you have to do is give us 30 days’ notice to make the change. It means that your new contract will reflect within the next 30 days and your current package will still let you pay £91.00 for the next 30 days. What I can advice is to stick with your current package so that your new contract can reflect within the next 24 hours and since we are billing you in advance your future bill will be pro rated. All clear so far, Christopher? ====================================== PRICE RISE To addressed your question, XX. The price of Virgin Media’s Main services may change when any offers expire. Nothing to worry on this because I apply all the discounts in your package for 24 months. In addition to this, the price will increase each April from 1st April 2026. The amount will be: £3.5 from April's bill 2026 £3.5 from April's bill 2027 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 2026 by: £1.8 from April’s bill 2026 £1.8 from April's bill 2027 Shall we go ahead, XX? 😊 ====================================== O2 SIM TARIFF No worries, we will boost your mobile data to XXGB data. ====================================== O2 SIM I understand, we can remove the O2 sim card, however this will change the package to just a standard one which cost more than this loyalty package. The O2 sim card is part of the partnership deal of VM and O2 since VM now is migrating to O2 and they are offering this loyalty package to our loyal customers. It is also not required to use the sim card, and you can use this on any mobile phone. I understand that. Just to set your expectations, the O2 SIM is part of our Volt package, and you have the option to use this as a spare or just keep it to enjoy the boosted broadband speed and benefits included. I understand that you may not need the O2 sim, XX. Please do know that you may give the O2 sim to anyone within the household that may find it of use or use it as a back-up sim instead. Keep in mind that the O2 sim gives you a free broadband speed upgrade while also giving the package additional discounts for you. It also gives you the benefit of getting our Wi-Fi Boosters for free compared to getting it for £8/month compared to other customers in case you have Wi-Fi Blackspots within the household. The service that you will be getting with our Volt Options will be guaranteed as you will also be getting our Wi-Fi Max Guarantee which assures your Wi-Fi minimum speeds. We assure you that with our Volt Option, you will be getting the best value for your money, XX. ====================================== BILLING IN ADVANCE To clarify that, since we are billing you in advance and your contact is near to end that you will be charged with the standard price of your package. No worries, since you already process your new contract with us there's already an adjustment for your next bill. Instead of paying your new monthly contract for £XX you just need to pay £XX. Was I able to clear things up, XX? 😊 ====================================== PERMISSION TO TRANSFER Where to transfer: Reason for transfer: Offered: None Start of the Chat: Name of the customer: Hello, XX. I do really want to help you today but my resources here in my end is limited. No worries, let me transfer you over to the team who can assist you further. Please bear with us if it takes us a little longer than usual to answer. Just to let you know that our conversation will be recorded, archived, and monitored for quality assurance and training purposes. Staying connected to this conversation means you're okay with this. Thanks for bearing with us and have a nice day ahead! Please stay connected 😊 ====================================== CHANGE PASSWORD The password must have/contain: -6 characters. -At least one number. -Only numbers and letters are allowed. -No spaces or special characters. -Must be of customers own choice in every instance. -Must not contain default words i.e. "virgin" or "password". Can I confirm your new memorable word? ====================================== MIXIT TV With over 100+ channels and catch up services and apps like BBC iPlayer and YouTube. Experience our newest Virgin TV 360 with super-clever Voice Search and Control and personal Profiles 📺 ====================================== ACTIVATION FEE WAIVE To cover the insured postage activation and supply of the equipment there's an activation fee of £35.00 and delivery fee of £5.00. Don’t worry, as you won’t pay that. We’ll waive that for you. ====================================== MEGA VOLT CODES C 1 D1TOPTV MEGATV C 2 D1TOPTV MEGATV C 1 D2BTSP1 TNTSPORTS C 2 D2BTSP1 TNTSPORTS C 1 D2KIDS KIDSBOLTON C 2 D2KIDS KIDSBOLTON C 1 D2MVSPC SPT&CINEMA C 2 D2MVSPC SPT&CINEMA C 1 D2NPVO1 D2NPVO1 C 2 D21TBO1 D21TBO1 C 1 D3AOCR D3AOCR C 2 D3AOCR D3AOCR C 1 SKYSMHD SKYSPRTSHD C 2 SKYSMHD SKYSPRTSHD T 1 L133T52 PHTTBBXXXL T 1 PHVOC LINRENVOC T 1 T1ANY1 TLKANYNW T 1 T2VMF VM Free ====================================== REMOVE SERVICE I understand you on this, but I'd strongly recommend keeping the same package to maximize the discounts we can apply on the new deal as the discounts are only applicable if we will keep the same service or opt to upgrade it. I tried to create a broadband only deal and it cost £40.00. The option 2 is same with your current package you are paying £54.45 and option 2 is only for £37.50 and you will get a SKY Cinema as part of being a loyal customer. Just a heads up if you do choose to downgrade in future all you have to do is give us 30 days’ notice to make the change. No worries, I will do my best to check your request here in your account. Please stay connected 😊 ====================================== SPEND CAP To answer that, you can choose to have a Spend Cap set at £0, £5, £10, £15, £20, £30, £60, £100 or £200 and NO Spend cap. ====================================== PAPER BILL I can see here that you are currently enrolled in Paper Billing. Do you want to switch to e-Billing so that you can save £1.75/month? ====================================== ONLINE COMPLAINT We hear you and for the best possible resolution on the matter, please go to https://www.virginmedia.com/help/complaints and select the option that would be convenient for you. ====================================== NETFLIX And as per the Netflix we have 3 options available with us, 5.99pounds is for Netflix with ads 12.99pounds is for Netflix without ads 18.99pounds is for Netflix Premium. ====================================== ONE LAST SHOT I'm really saddened to know that you are planning to leave us. We value all our customer. Give me one last shot to keep you. Would that be okay? ====================================== DEFERRED No worries, we will respect your decision. If you don’t mind me asking, may I know the offer you would like to think about so I can fully note it on your account? ====================================== REDUCED PACKAGE Got it, XX! I understand you are looking to reduce the price of your package. Is that correct? -- You are our valued customer, and we certainly don't want to lose you. How about we check for a new promotion tailored to your needs? -- Thanks for confirming, XX. No worries, I will do my best to find the best and cheaper deal available in your account. Please, can you confirm if you or anyone in the household has active sim card with O2? ====================================== APOLOGY Sorry to hear you're having trouble with your services. Allow me to help you in getting this resolved. I totally understand how that would be frustrating. No worries, we'll get that sorted out for you. Not a problem with that, let me do everything here on my end to assist you further with regards to this concern of yours. It would be a shame to lose you as one of our valued customers but no worries, let me pull out your account really quick and check what your option are. That's too bad. Let's get down to the bottom of what's going on here. No problem, I can help you with that! To get started, do you have your virgin media account number to hand? Thanks for letting me know. Let me investigate your account to see if I can resolve this for you. Do you have your virgin media account number please? Kindly accept my apology for all the hassle that you've been through from this simple request. I'll make sure to resolve this once and for all. I can't imagine how upsetting it is for you. I'm also a customer, definitely I will feel exactly the same if I were in your shoes. Let's work out this together. I'm really saddened to know that you are planning to leave us. We value all our customer. Give me one last shot to keep you. Would you mind may I know the reason why? I can definitely help you to book the disconnection on your account today. Although, my main concern is your convenience. I don't want to leave you hanging without any service to use. As we all know connectivity is a must now a days. ======================================== DON'T UNDERSTAND Regarding that, can you please clarify what do you mean so I can explain? ======================================== ERROR IN BE I do get your point, XXX. Upon checking, there’s a glitch on our end and the bill I quoted hasn’t been adjusted yet. No worries, I’ll fully document everything we have discussed and for your final bill, you don’t have to worry because you will receive it through email which includes the breakdown of the charges. ======================================== THEREAFTER To answer that, the £XX is the price when your contract is already ended. No worries, you have the option to change your package, renegotiate the price or discontinue the services on or even a month before the end of the contract. Sounds good right? ======================================== THINK OF IT I've completely understood where you're coming from XX, our offers changes from time to time so it's recommended to secure this amazing deal which will give you a lot of savings. What do you think? ======================================== SCRIPTS Free AI Paraphrasing Tool HOLD SCRIPTS RESPONSE Please bear with me whilst I get the best response for you. 🙂 Please bear with me our systems are running a bit slow right now. 🙂 Thank you for your patience! I'm gathering the best possible response for you and will be with you shortly. I appreciate your understanding. I'm working on getting the best response for you and will be right back. Thank you for holding! I'm ensuring I have the most accurate information for you and will be back shortly. I’m almost there! Please bear with me while I get the best response for you. Thanks for waiting! I'm finalizing the details to provide you with the best response and will be right back. HOLD LOOKING THE ACCOUNT If you could give me a few moments, I will look into your query and I will be with you shortly. I need to check on few information's, please allow me 4-5 minutes while I get this checked and I will be right back! I need few more minutes to look into this. Please bear with me. 🙂 I’m currently checking everything in your account please stay connected. Still waiting the system to load just give me a moment. I appreciate your patience as I take a few more minutes to review this. Thank you for understanding. Please allow me for just a few more minutes, I would really appreciate it while I take a closer look at this. Thank you for your understanding. I just need a little more time to investigate this thoroughly. I’m grateful for your patience. I’ll need a few extra minutes to look into this properly. Please bear with me for a few more minutes as I work through this. Your understanding means a lot. HOLD FIND SOME DEALS Got it! Let me just check the best deals on your account at the moment. Please bear with me for a while. Just give me a minute whilst I look into what I can offer you. 🙂 One moment please, I'm still looking for a deal. 🙂 Please bear with me whilst I check the best deal for you. 🙂 I appreciate you telling me that. No worries, I'll be more than glad to see other options for you. Please bear with me. 👍 I totally hear you regarding on this please bear with me whilst I look for another deal without an O2 sim. HOLD PROCESS REQUEST Please stay online as I process this for you. 😊 Please bear with me whilst I process your request. I'm just waiting for your order to generate, please stay connected XXX. 🙂 I’m still processing here in my end just stay connected. Thank you for your patience while I process your request. I'll be with you shortly! I appreciate your patience. I'm working on your request and will have an update for you soon. Thanks for waiting! I'm currently working on your request and will get back to you shortly. Thank you for holding! I'm just finalizing the details of your request and will be right back with you I’m almost there! Please bear with me a moment longer while I process your request. Just I am looking into your request and will be back with you soon.t to let you know I am still here. Good stuff! I am almost done manually inputting the new order for you. Please bear with me for a moment. ====================================================== RECONNECTION Reconnection keystrokes Step 1 On the ‘Customer Services’ screen @CM type RC Step 2 On the ‘Customer Flashes’ screen Press Enter Step 3 On the ' Order Type’ screen Type 1 next to TV/TEL/BB RECON Step 4 On the ' Customer Maintenance’ screen Press Enter Step 5 On the ' Additional Customer Information - Update’ screen Press Enter Step 6 On the ' Work with Credit Check’ screen Press Enter Step 7 On the ' Customer Demographic Information’ screen Press Enter Step 8 On the ' Order Entry Services’ screen Salesrep Nbr = Your Rep code Sales Type = 36 for Voluntary and 37 for Movers reconnections Sale Reason: RB = reconnection with contract RC = reconnection without contract RD = movers reconnection @CM type 42 Step 9 On the ‘Work Order Scheduling’ screen Ofc = Y Press Enter Step 10 On the ‘Customer Notification Preferences’ screen Type 1 next to preferred method Press Enter Step 11 On the ' Order Summary’ screen Press Enter Step 12 On the ' Confirm Profile Code’ screen Press Enter Step 13 On the ' Capture CIS/CSS Details’ screen Has the CIS/CSS document been sent from another system? = N Did this work order qualify for consent? = N Press Enter Confirm = Y Step 14 On the ‘Display Additional HSD Details’ screen Press F3 Step 15 On the ' Work With W/Order Profile Activities’ screen Press Enter Step 16 On the ‘Work Order Check In’ screen Status = CP Installer = Your Repcode Finding Code = 98 Solution Code = 70 Press Enter RECONNECTION WITH LANDLINE http://virginmediaapps/formsdb/Form.asp?FormID=16462 [24 to 48 hours] ====================================================== Just checking to see if we're still connected? We haven’t heard from you in a while. Is everything okay? ============================================ Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. ============================================ RESOLUTION NOTES: CX accepted the offer || Process new contract. CX declined the offer || leave the account as it is || NFAT. CX will think about the offer || Defer the offer || Leave the account as it is || NFAT. STANDARD OFFER Offer MXX Broadband for £XX per month for 24-month contract || Offer Volt XX Broadband for £XX per month for 24-month contract || Offer MXX Broadband + Flex TV for £XX per month for 24-month contract || Offer Phone & Broadband Bundle for £XX per month for 24-month contract || MXX Broadband & Weekend Chatter || Offer TV & Broadband for £XX per month for 24-months contract || MXX Broadband & Mega TV 3 || Offer Big Bundle for £XX per month for 24-month contract || MXX Broadband, Mixit TV & Weekend Chatter || Offer Mix Bundle £XX per month for 24-month contract || MXX Broadband, Mix TV & Weekend Chatter || Offer Bigger Combo Bundle for £XX per month for 24-month contract || MXX Broadband, Mega TV 3 & Weekend Chatter || Offer Bigger Combo Bundle + Sports SD for £XX per month for 24-month contract || MXX Broadband, Mega TV 3 + Sky Sports SD & Weekend Chatter || Offer Bigger Combo Bundle + Movies SD for £XX per month for 24-month contract || MXX Broadband, Mega TV 3 + Sky Cinema SD & Weekend Chatter || Offer Biggest Combo Bundle £XX per month for 24-month contract || MXX Broadband, Mega TV 3, Sky Cinema SD, Sky Sports SD & Weekend Chatter || Offer (Light) Mega Volt Bundle for £XX per month for 24-month contract || Volt XX Broadband, Mega TV 3, Sky Sports & Cinema, Sky Sports HD, Virgin TV Kids & Anytime Chatter || Offer Mega Volt Bundle with Netflix for £XX per month for 24-month contract || Volt XX Broadband, Anytime chatter and Mega TV 3 + Sky Sports & Cinema, Sky Sports HD, Virgin TV Kids and Netflix standard with ads. VOLT OFFERS Offer Volt XX Broadband + O2 Sim for £XX per month, whilst your O2 SIM would be £XX per month on a new 24-month contract Offer Volt XX Broadband + O2 Sim + Flex TV for £XX per month for 24-month contract || Offer Phone & Broadband Bundle + O2 Sim for £XX per month, whilst your O2 SIM would be £XX per month on a new 24-month contract || Volt XX Broadband & Weekend Chatter + 4GB O2 Sim || Offer TV & Broadband Bundle + O2 Sim for £XX per month, whilst your O2 SIM would be £XX per month on a new 24-month contract || Volt XX Broadband & Mega TV 3 + 4GB O2 Sim || Offer Big Volt Bundle + O2 Sim for £XX per month, whilst your O2 SIM would be £XX per month on a new 24-month contract|| Volt XX Broadband, Mixit TV & Weekend Chatter + 4GB O2 Sim || Offer Mix Volt Bundle + O2 Sim for £XX per month, whilst your O2 SIM would be £XX per month on a new 24-month contract || Volt XX Broadband, Mix TV & Weekend Chatter + 4GB O2 Sim || Offer Bigger Combo Volt Bundle + O2 Sim for £XX per month, whilst your O2 SIM would be £XX per month on a new 24-month contract || Volt XX Broadband, Mega TV 3 & Weekend Chatter + 4GB O2 Sim || Offer Bigger Combo Volt Bundle + Sports SD + O2 Sim for £XX per month, whilst your O2 SIM would be £XX per month on a new 24-month contract || Volt XX Broadband, Mega TV 3 + Sky Sports SD & Weekend Chatter + 4GB O2 Sim || Offer Bigger Combo Volt Bundle + Movies SD + O2 Sim for £XX per month, whilst your O2 SIM would be £XX per month on a new 24-month contract || Volt XX Broadband, Mega TV 3 + Sky Cinema SD & Weekend Chatter + 4GB O2 Sim || Offer Biggest Combo Volt Bundle + O2 Sim for £XX per month, whilst your O2 SIM would be £XX per month on a new 24-month contract || Volt XX Broadband, Mega TV 3, Sky Sports & Cinema & Weekend Chatter + 4GB O2 Sim || Offer (Light) Mega Volt Bundle + O2 Sim for £XX per month, whilst your O2 SIM would be £XX per month on a new 24-month contract || Offer Mega VOLT with Netflix + O2 Sim for £XX per month, whilst your O2 SIM would be £XX per month on a new 24-month contract || Volt XX Broadband, Anytime chatter and Mega TV 3 + Sky Sports & Cinema, Sky Sports HD, Virgin TV Kids and Netflix standard with ads + Unlimited O2 Sim || PACKAGE OFFERS: Mega Volt Bundle with Netflix Option 1: For just a total of £89.00 per month (£84.00 for your media and £15.00 for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps great for your usage, along with 230+ TV channels which include Sky Sports HD and Sky Cinema HD channels with 11 extra popular Kids channels📺 and Netflix with ads that lets you stream on 2 devices at the same time in Full HD and Anytime Chatter landline services! Additionally, this package includes an Unlimited Data O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £X per month on an 24-month contract, you’ll receive XX Mbps internet, 230+ TV channels which include Sky Sports HD and Sky Cinema HD channels with 11 extra popular Kids channels 📺 and Netflix with ads that lets you stream on 2 devices at the same time in Full HD and Anytime Chatter landline services! This package is also suitable based on your account usage. Biggest Combo Bundle: Option 1: For just a total of £X per month (£X for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps great for your usage, along with 210+ TV channels which include Sky Sports and Sky Cinema channels and Netflix with ads📺 and XX landline services. Additionally, this package includes an 4GB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £X per month on an 24-month contract, you’ll receive XX Mbps internet, along with 210+ TV channels which include Sky Sports and Sky Cinema channels and Netflix with ads📺 and XX landline services. This package is also suitable based on your account usage. Bigger Combo Bundle + Movies: Option 1: For just a total of £X per month (£X for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps great for your usage, along with 200+ TV channels which includes Sky Cinema channels 📺 🎬 and XX landline services. Additionally, this package includes an 4GB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £X per month on an 24-month contract, you’ll enjoy XX Mbps great for your usage, along with 200+ TV channels which includes Sky Cinema channels 📺 🎬 and XX landline services. This package is also suitable based on your account usage. Bigger Combo Bundle + Sports: Option 1:For just a total of £X per month (£X for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps great for your usage, along with 200+ TV channels which includes 8 Sky Sports channels, Main Event and F1 📺 and XX landline services. Additionally, this package includes an 4GB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £X per month on an 24-month contract, you’ll enjoy XX Mbps great for your usage, along with 200+ TV channels which includes 8 Sky Sports channels, Main Event and F1 📺 and XX landline services. This package is also suitable based on your account usage. Bigger Combo Bundle: Option 1: For just a total of £X per month (£X for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps great for your usage, along with 200+ TV channels📺 and XX landline services. Additionally, this package includes an 4GB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £X per month on a 24-month contract, you’ll enjoy XX Mbps great for your usage, along with 200+ TV channels 📺 and XX landline services. This package is also suitable based on your account usage. Mix Bundle: Option 1: For just a total of £X per month (£X for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps great for your usage, with over 120+ 📺 channels including BBC in HD(1, 2 & 4), Sky Documentaries SD and MTV Music SD and XX landline services. Additionally, this package includes an 4GB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £X per month on an 24-month contract, you’ll enjoy XX Mbps great for your usage, with over 120+ 📺 channels including BBC in HD(1, 2 & 4), Sky Documentaries SD and MTV Music SD and XX landline services. This package is also suitable based on your account usage. Big Bundle: Option 1: For just a total of £X per month (£X for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps great for your usage, along with over 100+ channels and catch-up services and apps like BBC iPlayer and YouTube and XX landline services. Additionally, this package includes an 4GB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £X per month on a 24-month contract, you’ll enjoy XX Mbps great for your usage, along with over 100+ channels and catch-up services and apps like BBC iPlayer and YouTube and XX landline services. This package is also suitable based on your account usage. Phone & Broadband Bundle: Option 1: For just a total of £X per month (£X for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps great for your usage, along with XX Chatter landline services. Additionally, this package includes an 4GB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £X per month on an 24-month contract, you’ll enjoy XX Mbps, great for your usage, along with XX Chatter landline services. This package is also suitable based on your account usage. Mega TV 3 & Broadband Bundle (TV & Broadband Bundle): Option 1: For just a total of £X per month (£X for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps great for your usage, along with 190+ TV channels📺. Additionally, this package includes an 4GB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £X per month on an 24-month contract, you’ll enjoy XX Mbps great for your usage, along with 190+ TV 📺. This package is also suitable based on your account usage. Broadband & Flex TV Bundle: Option 1: For just a total of £X per month (£X for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps great for your usage + Your Flex service 📺 Additionally, this package includes an XXGB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £X per month on an 24-month contract, you’ll enjoy XX Mbps great for your usage + Your Flex service 📺 This package is also suitable based on your account usage. Broadband Bundle: Option 1: For just a total of £X per month (£X for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps great for your usage. Additionally, this package includes an 4GB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £X per month on an 24-month contract, you’ll receive XX Mbps internet (Fab). This package is also suitable based on your account usage. BROADBAND • M50 Fibre Broadband- this is enough to make sure can cater all your web browsing, streams or games are not interrupted. You can also connect with multiple devices up to 4-5 devices. ★ Download speed; 54 mbps ★ Upload speed; 5 mbps • M125 Fibre Broadband- This speed is recommended up to 5-9 devices and can work on a busy households. ★ Download speed; 132 mbps ★ Upload speed; 20 mbps • Volt 125 (50-125) Broadband- This speed is recommended up to 5-9 devices and can work on a busy household. ★ Download speed; 132 mbps ★ Upload speed; 20 mbps • M250 Fibre Broadband - This is perfect for an active household with 10+ devices, advisable for those who Work From Home. ★ Download speed; 264 mbps ★ Upload speed; 25 mbps • Volt 250 (125-250) Broadband- This is perfect for an active household with 10+ devices, advisable for those who Work From Home. ★ Download speed; 264 mbps ★ Upload speed; 25 mbps • M350 Fibre Broadband - This is advisable for HD streaming, gaming and using smart devices, for 15+ devices connected all at the same time. ★ Download speed; 362 mbps ★ Upload speed; 36 mbps • Volt 350 (250-350) Broadband- This is advisable for HD streaming, gaming and using smart devices, for 15+ devices connected all at the same time. ★ Download speed; 362 mbps ★ Upload speed; 36 mbps • M500 Fibre Broadband - This speed can connect up to 20 devices, perfect for live streaming, HD streaming, gaming and using smart devices, all at the same time. ★ Download speed; 516 mbps ★ Upload speed; 52 mbps • Volt 500 (350-500) Broadband- This speed can connect up to 20 devices, perfect for live streaming, HD streaming, gaming and using smart devices, all at the same time. ★ Download speed; 516 mbps ★ Upload speed; 52 mbps • Gig 1 Fibre Broadband- Award winning internet speed that can do everything. Can connect up to 20+ devices, excellent browsing, perfect for live streaming, HD streaming, gaming and using smart devices, Work from Home stuffs all at the same time. ★ Download speed; 1,131 mbps ★ Upload speed;104 mbps • Volt 1GB (500-1GB) Broadband- Award winning internet speed that can do everything. Can connect up to 20+ devices, excellent browsing, perfect for live streaming, HD streaming, gaming and using smart devices, Work from Home stuffs all at the same time. ★ Download speed; 1,131 mbps ★ Upload speed;104 mbps TV PACKAGE • Mixit TV With over 110 channels 📺 and catch up services and apps like BBC iPlayer and YouTube • Mix TV with over 120+ 📺 channels including BBC in HD(1, 2 & 4), Sky Documentaries SD and MTV Music SD • Mega TV 3 with over 220+ 📺 channels including Eurosports in HD, Nat Geo in HD and Sky Sports News in HD Thanks for waiting. You can get in touch with our Customer Care team on 0345 454 1111 then press 1,4 and 5. from any phone. Our team's available from Monday to Friday 8AM to 8PM and on Saturday from 8AM to 6PM. Thank you for bringing this to our attention. As much as I would love to give you a call. However, as you are through our messaging platform. What I can do for you is to provide you with our hotline number of 0800 064 3840. Rest assured that they are the dedicated department that will assist you further on the concern. In the meantime, is there anything else I can assist you with? 0333 000 5925 - Faults 0345 142 444 - Collection / Billing 0344 809 0202 - O2 Department. You may directly contact the O2 customer services team thru 0344 809 0202 and O2 Customer Service opening hours are: Mon – Fri: 08:00 – 21:00; Sat: 08:00 – 20:00; and Sun: 08:00 – 18:00. Alternatively you may chat with them through https://www.o2.co.uk/contactus 0800 052 0640 - Movers 0333 000 5925 - VM CABLE Digging & Construction 0800 052 5738 - Field Support team 0800 952 2277 - Retentions 0800 073 1132 - Quota ESC 0800 064 3840 - Customer Care 0800 052 0640 - Wayleave 0800 052 0705 - Mates rates 0800 052 7588 - Web Exception team 0203 706 0570 - CHF 0800 953 9500 - Quickstart 0800 052 2525 - Tele sales Thank you for patiently waiting and for bringing this to our attention. While I understand your concern, this situation falls outside my area of expertise. What I can do for you is to provide you with the phone number of the proper department that is dedicated to assist you further. For your reference, you may call 0344 809 0202. In the meantime, is there anything else I can assist you with? I totally understand you with that but if you have a problem with your service or if you want to replace your current your current hub you can contact our dedicated team to this landline number 0333 000 5925. No worries, I will fully notes all of your concern so once you contact them they will see my notes an they will help you quickly. Upon checking here to your account your contact is will be ended. So, you don't have an early termination fee. Just to inform you my offer is much better and much cheaper to your current package, If you accept this offer I rest assured to you that you will get a better service to us. Thanks for waiting upon checking here I can only offer the Volt Gig 1 Fibre Broadband for £52.00 since I cannot match the £36.00 we will provide rolling credit amounting of £16.00 per month just to set proper expectation you will see in the pre documentation the price is £52.00 but nothing to worry we will provide £16.00 credit to match the offer. ------------------- Thank you for patiently waiting. Upon checking your account, I've seen offers that you might want to consider. Here are the details: Option 1: For just a total of £12.00 per month (£18.00 for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy 264 Mbps, great for your usage. Additionally, this package includes an 4 GB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £34.00 per month on a new 24-month contract, you’ll enjoy 516 Mbps, great for your usage. Along with Netflix with ads that lets you stream on 2 devices at the same time in Full HD. . This package is also suitable based on your account usage. Which package catches your interest? --------------------------------------------------------------------- I activate all discounts available here in my end. It seems that I found a cheaper deal more that first offers: Option 3: For just £32.00 per month on a 24-month contract, you’ll receive 132 Mbps internet, Flex TV channels, This package is also suitable based on your account usage. What do you think? ------------------------------------------------------------------------- Option 1: For just a total of £39.00 per month (£34.00 for your media and £5.00 for O2 sim) on a new 24-month contract, you’ll enjoy 1130 Mbps great for your usage, along with 230+ TV channels which include Sky Sports HD and Sky Cinema HD channels with 11 extra popular Kids channels📺 and Netflix with ads that lets you stream on 2 devices at the same time in Full HD and Anytime Chatter landline services! Additionally, this package includes an Unlimited Data O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Option 2: For just £75.00 per month on an 24-month contract, you’ll receive 1130 Mbps internet, 230+ TV channels which include Sky Sports HD and Sky Cinema HD channels with 11 extra popular Kids channels 📺 and Netflix with ads that lets you stream on 2 devices at the same time in Full HD and Anytime Chatter landline services! This package is also included your additional extra box and suitable based on your account usage. Which package catches your interest? -------------------------------------------------------------------- There is a pending payment of X due on DD/MM/YYYY. ------------------------------------- Since we've made the changes, your next bill which will due on dd/mm/yy will be XX, and this includes any pro-rata charges. The bill after that which will due on dd/mm/yy will be XX. ------------------------------------- Since we've made the changes, your next bill which will due on dd/mm/yy will be a credit of XX, and this includes any pro-rata charges. The bill after that which will due on dd/mm/yy will be XX. ----------------------------------------- Thanks for waiting! Just a quick recap, you are getting our Max VOLT Triples, for only £75.00 and £5.00 for O2 sim per month on a new 24-month contract, £204.00 per month thereafter and your new contract will be activated on 27/12/25. Any calls (if you have a landline) or PPVs (if you have TV service) made on your account that is out of your agreed service contract will be an additional. That's it! Your order is complete! Here's your Work Order Number: WO-12523020, Please take note of this for your future reference. ----------------------------- Just to set expectations, you may experience slight service interruption since we've change your TV/Broadband/Phone service, your new services will take effect on the date we agreed. Just to confirm if you do choose to downgrade/upgrade in future all you have to do is give us 30 days notice to make the change. --------------------------------- You will be receiving an email containing the registration link to activate Netflix. Kindly follow the instruction and you will have 30 days to activate on this link. This helps prevent any delays or complications with your subscription. ------------------------------------