Just checking in to see if we are still connected? Hope we are still connected, XXXX. 🤞 ----------- We haven't heard from you in a while. Is everything okay? I’ve not heard from you in a while. I will now process your request on your account. ----------- **Mid chat - enquiry** 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. Have a great day 👋 **after extended help** 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.👋 **Idle / no interaction** Hi XXXX. 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, XXXX 👋 **TEST CLOSE** Great. Whilst we're still connected, is there anything else I can help you with? In the mean time, would there be anything else I can help you with? Everything has been arranged for you now. Whilst we're still connected, is there anything else that I can assist you with? ------ **WITH CJM**          Much appreciated and thank you very much for your time today. On behalf of Virgin Media, we apologize for the inconvenience of the time you spent having your issue resolved. Nonetheless, I appreciate your time working with me today. 🙂 Rest assured that continuous improvement will be implemented to provide better customer experience in the future.  We value your feedback, again my name is Ma. Imelda, please take a moment to complete our survey based on how I assisted you today. Take care Amy and stay safe always!     **DISCONNECTION / QUERY**         Much appreciated. Thank you for your time today. We value your feedback, again my name is Ma. Imelda, please take a moment to complete our survey based on how I assisted you today. Take care, Niu. 👋 **RECONTRACT**         Much appreciated. Thank you so much for your time today. You've been great. We value your feedback, again my name is Ma. Imelda, please take a moment to complete our survey based on how I assisted you today. Take care, Jonathan. 👋 **NFAT / LEAVE ACCOUNT AS IS**         Got it. I'll leave the account as is for now. In the mean time, would there be anything else I can help you with? ------------------ **CONFIRMING DETAILS** Thank you for waiting. To protect your personal information and ensure we’re speaking with the rightful account holder, we follow a strict verification process in line with the UK Data Protection Act 2018 and UK GDPR. This means we need to confirm certain details before we can access or discuss your account. Before we proceed, may I know your full name and just to confirm, am I speaking to the account holder? I appreciate you letting me know.  Whilst I'm checking your account, could you please provide your preferred mobile number and email address so we can update our systems and have the most up-to-date contact details for you or shall I use the details you've provided in the bot? Whilst I'm checking your account, could you please provide your preferred mobile number and email address so we can update our systems and have the most up-to-date contact details for you? Thanks for providing the information and thank you for waiting. ------------------ **SHOTGUN OFFER** Upon checking your account, it appears your discounts are expiring hence the increase in your monthly. We'd love to keep you as a customer, so I have checked similar deals on your account. I understand and we'd love to keep you as a customer and our packages changes from time to time. Just one look and then if you're still not interested, not to worry we'll sort out the cancellation quickly.  ----------------- NETFLIX == **NETFLIX STANDARD** Thank you for that. Just a heads up, we have made a changes on the deals we can offer. Your current package includes Netflix Standard but with new deal it will cost extra £7.00 per month. On the other hand, we can downgrade it to Netflix with Ads at no extra cost. Would you like to keep your Netflix Standard subscription? **NETFLIX PREMIUM** Thank you for that. Just a heads up, we have made a changes on the deals we can offer. Your current package includes Netflix Premium but with new deal it will cost extra £13.00 per month. On the other hand, we can downgrade it to Netflix Standard for only £7 extra or Netflix standard with Ads at no extra cost. Would you like to keep your Netflix Premium subscription? ----------------- Apologies for the delay. Typically it only takes a couple of minutes but currently we are having some technical issues. Please bear with me as the system is running slow today. Thank you for your understanding. ----------------- SETTING NEW CONTRACT DATE == **WITH CONTRACT** Great! We can set this new contract as early as tomorrow to any date before the contract ends on the 21/12/2025. Not to worry, you will not incur any early disconnection fees for changing the contract and we can also take advantage of the pro rated charges and take advantage of the discounts for longer! Do you have a specific date you would like this new contract to start or shall we book this for tomorrow? **WITH PREFERRED DATE** Great! We can set this new contract as early as tomorrow so we can take advantage of the pro-rated charges and enjoy the discounts for longer! Do you have a specific date you would like this new contract to start, or shall we book this for tomorrow? **AUTO-COMPLETE** Great! We can set this new contract as early as today so we can take advantage of the pro-rated charges and enjoy the discounts for longer! Do you have a specific date you would like this new contract to start, or shall we book this for today? *Thanks for waiting! Just a quick recap, you are getting our XX, for only XX per month on a new 24-month contract, XX per month thereafter and your new contract will be activated within a few hours if not right away.* ------------ I appreciate you letting me know. We'd love to keep you as a customer, so I'd be happy to check similar deals to make sure you're getting the most value for your money. One moment please.  By the way, as part of our joint venture with O2, we also have exclusive deals and perks for new and existing O2 customers. So please, can you confirm if you or anyone in the household has active sim card with O2? I understand. We're simply asking if you have an O2 sim because there is an updated discount associated with the O2 Volt Bundle for our customers to take advantage with the benefits and discounts. 😊 ------------ PRESENTATION --- We can add a new sim to take advantage of the discounts that are available for customers availing an Unlimited GB O2 sim. By the way,  I was able to check your account and you are currently paying £X/month for XTV, X broadband, X chatter services. Option 1: For just a total of £xxx per month (£XXXX for your media and £XXX for the O2 SIM) on a new 24-month contract, you’ll enjoy Supercharged Volt XXX with XXXX Mbps, which is great for your usage, along with XXXX TV channels and XXX landline services. Additionally, this package includes an XXXGB O2 SIM, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. Along with this Supercharged package, you can get up to 3 Wifi booster pods at no extra cost to eliminate the blackspots in your home. As well as: • WIFI Guarantee at no extra cost for at least 30Mbps in every room, or £100 back. • Access to Disney+, Amazon Prime Video and many more extra's to choose from. 🖥️ • Get to choose from additional extras, which include Audible, Amazon Music Unlimited, Cafeyn, O2 International calling, etc. 📲 There's also O2 Priority packed with goodies too.  If you're good with your current speed, we also offer it as a supercharged option, Option 3: Supercharged Volt XX with a 4GB O2 sim, packed and equipped with the same perks of a Supercharged bundle. For only a total of £XXX per month** for the first three months then £XXX for the remaining months (£XXX for your media and £0 then £5 for the O2 SIM) on a new 24-month contract. ============================ CID:  Account Number:  Account holder:  Identity of the chatter: AH/3rdParty DPA STATUS: PASSED / FAILED Contact number: Verified Updated Email address: Verified Updated CJM:   WO:   OTS LP Log:  QUERY:  RESOLUTION:   BE:  ============================ UNRESPONSIVE ********* CUSTOMER RELATIONS MESSAGING *********** CONTACT ID #:  CUSTOMER NAME (AH/3P): ACCOUNT HOLDER: ACCOUNT NUMBER: DPA STATUS: PASSED/FAILED CX is unresponsive for 5-5-3-2 minutes / no interaction // NFAT ------------------ I understand you do not want the offer. No worries and I have finished documenting the request on your account.  No worries. Nothing will be shared without your consent.  --------------- I can see you’ve already completed security checks with the previous agent you were talking to and I noticed that you still need assistance from your previous conversation with us. Let me check the details and I'll get back to you shortly. One moment. Thanks for waiting and for clearing the security checks! Thanks for confirming and for clearing the security checks, XXXX! Thanks for clearing the security checks! Allow me a moment to review the account regarding your query. Thanks for clearing the security checks! -----------------------   Hi XXXX, thanks so much for waiting, I'm just taking a look at your account, I'll be back with you ASAP. 😊 Fab! Let's now process the O2 SIM to complete your eligibility with the Volt bundle, perks, and discounts [Offers minimum Cap] m125 / v250 £18.00 m250 / v350 £21.00 m350 / v500 £25.00 m500 / vgig1 £28.00 Gig1 £32.00 Handled: Disconnection: Recontract: Transfer: -----------------