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30 DAYS DISCONNECTION

BAU DISCONNECTION (30 DAYS):

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

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DPA PROCESS IF NEEDED

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Thanks for waiting. 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

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Understood. Could you please confirm the following details so I can provide you with the appropriate next steps for your request?

  1. I'm in the process of switching to a new provider.

  2. My new provider has installed my new services.

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Thanks! Let me double-check your account for the disconnection request—I’ll be right back 😊

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Thank you for patiently waiting! As you’re considering disconnecting your Virgin Media services, I need to let you know there are 2 options available to you. If you are considering moving to a new provider, we recommend you use the One Touch Switch process where your new provider will tell us when to disconnect your services. Alternatively, if you'd prefer to give us 30-days notice to disconnect your service, I can arrange that for you today. Which do you prefer?

  1. Follow One Touch Switch

  2. Give us 30 days notice

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No problem. I'll go ahead and process the request. One moment please.

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Thanks for waiting. Whilst I'm in the process of finalizing your request I've seen offers that you might want to consider. Here are the details:

Option 1: For just a total of £78 per month (£73 for your media and £5 for the O2 SIM) on a new 24-month contract, you’ll enjoy 264 Mbps. Mbps internet Mega TV 230+ channels, Including your TNT sports Ad-Ons. Along with anytime chatter for your 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 £73 per month on a 24-month contract, you’ll receive 264 .Mbps internet Mega TV 230+ channels, Including your TNT sports Ad-Ons. Along with anytime chatter for your landline services. package is also suitable based on your account usage.

Let me know what you think?

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***OHT IF NECESSARY:

I completely understand. 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?

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***IF OUT OF CONTRACT OR CX HAS REMAINING 30 DAYS OF CONTRACT:

I do understand and I respect your decision. As you’ve requested to disconnect all services, a 30‑day notice applies. Your services will be disconnected on dd/mm/yy

***IF CX HAS EDF:

As requested, your services will be disconnected with a 30‑day notice, on dd/mm/yy. As you’re still in contract, an early termination fee of £XX will apply up to the contract end date

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***IF BE SCREEN SHOWS ONE PAYMENT AND ONE CREDIT:

Your request has now been completed and just to summarise, your services will be disconnected on dd/mm/yy and your next bill will be £XX which will due on dd/mm/yy. Once your services are disconnected, a final bill will be produced which will be a credit of £XX. It will be refunded to you within 45 days after the disconnection and will be back to your bank account.

***IF BE SCREEN SHOWS 2 PAYMENTS

Your request is now complete. To summarise: your services will be disconnected on dd/mm/yy, and your next bill of £XX is due on dd/mm/yy. A final bill of £XX will then be issued, due on dd/mm/yy.

***IF BE SCREEN SHOWS CREDIT ONLY

Your request has now been completed and just to summarise, your services will be disconnected on 15/07/2026. Once your services are disconnected, a final bill will be produced which will be a credit of £26.69. It will be refunded to you within 45 days after the disconnection and will be back to your bank account.

***IF BE SCREEN IS NOT SHOWING OR NO PAYMENT/CREDIT APPEARING

Your request is now complete. To summarise: your services will be disconnected on dd/mm/yy. Your next bill will depend on the disconnection date, and a copy will be sent to you by email or post.

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

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

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Additional script if customer has Virgin media, Blueyonder or NTLworld email SEND THIS SCRIPT IF NECESSARY

When you leave Virgin Media you'll continue to have access to your email 📧 (if you have Virgin Media/NTL/Blueyonder email) for 90 days after you close your account. This should give you enough time to set up and switch to a new email address. Alright?

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Just to let you know, if you do decide to contact a new provider and follow One Touch process your Virgin Media services will cease on the same day as your installation providing it is before the disconnection date that we've discussed today. This means you'll have no disruption of service or overlap billing.

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As a result of you closing your account with us, we will require your Virgin equipment back. We will send you our pre-paid packaging for you to return the Virgin Media equipment. Once the equipment is packaged up, please affix the returns label and take it to your local Collect+ point, you can enter your post code here to find your nearest point: https://www.yodel.co.uk/store-locator

If you do not return your equipment to us, you may be charged £65 for the replacement cost for all item not returned.

In case you didn’t receive the return kit in 10 days, kindly visit this link to request another one: https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack

All clear with this?

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You'll receive an email containing useful information regarding your disconnection request and next steps. For any queries or help you may need in the future, please visit virginmedia.com/help.

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Everything has been arranged for you now, XXX. Whilst we're still connected, is there anything else that I can assist you with?

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Thank you for reaching us out! We value your feedback, again my name is Jean, please take a moment to complete our survey based on how I assisted you today. Take care XX. 👋

Since you’ve mentioned that you’re interested in our Sports and Cinema bundle with Landline, which is a favorite among customers like yourself, let me highlight what it includes: - 210+ TV channels which include Sky Sports and Sky Cinema HD channels 📺

Netflix standard with ads

Plus, Sky Atlantic will now be included in your TV service, giving you the biggest hits, including House of the Dragon, The Last of Us, and more amazing shows to enjoy.📺✨ (Starting April 1).

You can connect via our superfast broadband with an average download speed of 516mbps and upload speed of 52mbps 📶or superfast downloads and super-connected homes. This is for only £82.99/month with 24 months contract and a set-up fee at no cost.

And Enjoy free weekend calls of up to an hour to UK landline numbers starting 01, 02 and 03. ☎️

Increasing annually by £4 from April 2027. Or you can get our Supercharged package, we'll boost your broadband speed from 516 mbps up to Volt 1130 mbps with a 10GB data easch for two O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £88.99 with 24 months contract. Increasing annually by £9.00 from April 2027. Which do you prefer?

Your total monthly package price is £82.99 a month.

The monthly price for your services will increase to £86.99 a month from your April 2027 bill. Then to £90.99 a month from your April 2028 bill. From your June 2028 bill, it will be £188 a month.

Your first payment of £165.98 including £0.00 activation fee is due on 13/07/2026. We bill for the current month and one month in advance.

Your first payment isn’t due until 13/07/2026. Would you like to make a full or part payment today toward that bill?