NEXUS CHATFLOW

OPENING BOT Summary: Hi XXX. Thanks for getting in touch, just give me a few minutes to look at your query. 👍 No customer Name: Hello! May I please have your name? 😀

Check out page: Hi XX! I can see that you're already on our checkout page. How can I help you in completing your order? 😀

EBB: Hey X. I've got all your details and will process your order for you. Please bear with me, I'll have this done ASAP. 👍

Answer Customer query if there is. Installation (Earlier, delay, can it be delivered, based) Billing (First Bill) Switching (Switching credit and OTS) Direct Debit (UK DD) Credit Check Drilling/Digging ANYTHING ABOUT OTS: Let's work together to find the right package for you. To start, are you switching from a different provider? (To identify if switching or not) -Great! As part of our switching service, we will contact your current provider and get your services moved across quicker, removing the need for you to contact them directly. Now, let's work together to find the right package for you. (Customer is switching)

PROBING ARPU Upsell - By the way, we’ve got some fantastic TV deals available right now! Would you be interested in checking them out? I’d love to help you find something that fits your needs and adds even more value to your package! (You need to send this script if you know that the customer wants to get broadband deals only). How do you normally use your broadband? Is it like for streaming, gaming or general browsing etc.

Thanks! Are there any specific channels you're interested in? For example sports movies, kids, documentaries etc.

Got it! Our Anytime Chatter home phone plan is the entry level package we have! Would you need anything extra included? 📞

Thanks. We also have exclusive SIM bundle deals with O2. So may I know are you currently with O2?

PRESENTATION: MANUAL FAB NON VOLT: Appreciate you answering all those questions. 😊 Here's what I got Customer. Customers with similar needs like yours usually go for Sport + Cinema bundle, as it offers such great value. Here are the details. 210+ TV channels, which include Sky Sports and Sky Cinema HD channels 📺 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.📺✨ My Watchlist feature that allows you to save shows from anywhere, all in one place Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! You can connect via our superfast broadband with an average download speed of 516mbps and upload speed of 52mbps 📶 This is for only £64.99/month with 24 months contract and a set-up fee at no cost. Increasing annually by £4 every April.

Or for only £1.50 extra per week you can get our Supercharged package, we'll boost your broadband speed from 516mbps up to 1130mbps with a 10GB data O2 sim.

This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £70.99 per month. Increasing to £77.49 a month from April 2027. Increasing to £83.99 a month from April 2028.

Which do you prefer from the two offers?

EXISTING VOLT: Since you mentioned that you're already with O2, we'll boost your broadband speed from 516 Mbps to 1130 Mbps and double the mobile data on every eligible O2 SIM in your name. Here are the details: Sport + Cinema bundle

210+ TV channels, which include Sky Sports and Sky Cinema HD channels 📺 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.📺✨ My Watchlist feature that allows you to save shows from anywhere, all in one place Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! You can connect via our superfast broadband with an average download speed of 516mbps and upload speed of 52mbps 📶 This is for only £64.99/month with 24 months contract and a set-up fee at no cost. Increasing annually by £4 every April.

Shall we proceed?

VOLT OHT/OHT: No worries, I mentioned the option with SIM because when you’re with Virgin Media + O2, you get some awesome perks:

Boosted broadband speeds + a WiFi guarantee with up to 3 free WiFi Pods if needed. Double mobile data on eligible O2 plans at home. O2 Travel Inclusive Zone at no extra cost An Extra from O2 (like Disney+, Amazon Prime, etc.) for 3 months, 6 months, or even your full contract, depending on your plan. Plus, Priority from O2 for exclusive deals and experiences.

Let me know what you think?

PLACING THE ORDER/ORDER PROCESSING: Fab! I will send you the order link to get started. May I just ask what platform are you using to chat with us? (Mobile/Tablet/Desktop/Laptop)

Mobile Since you’re using a mobile or tablet, let me take care of the process for you. I’ll just ask for some quick details so we can continue without worrying about losing our chat.

ICOMS/NEXUS/VOE TAB: Please stay connected as we will need your consent through email or SMS before we can completely process your order.

We'll be needing to process this manually on our end. We'll just need to collect your details.

CUSTOMER DETAILS: To start may I please have your information?

Title (Miss, Mrs, Mr): First Name: Last Name : Mobile number: Email Address: Password (must be 6-15 characters, start with a letter and contain at least 1 number and without special character): Birthdate: Preferred Install Date: Employment status: Address for the last 3 years: Property Owner or Tenant (if tenant, is it Private or Council?): Bank sort code (6-digit): Bank account number (8-digit): Bank account name:

CREATING A PROSPECT: We want you to enjoy every moment with us. So, to make sure you don’t miss out on our latest upgrades and offers and get the best products and services from Virgin Media and our Group Companies, we’d like to stay in touch online and by phone, text message, post and email. We promise communications will be relevant, and we won’t bombard you. Is it okay to stay in touch?

RPI SCRIPT: I need to tell you how your Virgin Media 02 price rise will change during your contract, Your total monthly package price is £64.99.

The monthly price for your services will increase to £68.99 a month from April 2027 bill. Then to £72.99 a month from your April 2028 bill.

From your [Out of contract month] 2028 bill it will be £X [Out of contract price + £8.00] a month based on your install date within the next month. *EECC Press F10 to Preview contract and to see the thereafter price.

BB HONESTY STATEMENT: You will shortly receive information via [an email / a SMS / an email and a SMS] regarding the package we have discussed today. It will cover specifics around the contract you will be entering but would like to pay special attention to :-

• Our Broadband honesty statement which covers our minimum speed guarantee and expectations

• Finally, the contract details, cooling off period and any early disconnection fee details, if applicable

May I ask which of the following options do you prefer?

Send any or all of them out now Prefer to read them within the documentation you receive You may add services at any time, a minimum term may apply. You must give us 30 days notice if you wish to reduce or remove services; a fee may apply if you're in a minimum term.

We will send your contract via email and your email address will be used for e-billing. You will receive full instructions and a pin within 7 days.

Please register for “My Virgin Media“ once you receive your welcome email, 2-3 days after placing your order. You can access this by either visiting our website or downloading it from your mobile phone app store. Please log in and verify all your details are accurate.

ACCESSIBILITY Here at Virgin Media, we always aim to tailor our services and support to cater for our customers, including those with access needs.

Do you have any impairments or personal circumstances that we can support you with or require communications in an alternative format?

SWITCHING: We'll need to get a few details to start the switching process, please can you confirm the following:

Current Service Provider

Name as shown on your current bill

Account number (if known)

​Perfect! Thank you, and just to confirm you’re giving us consent to request your existing provider documentation, and you’re happy for us to proceed with the switch?​-CHECK ANYTHING ABOUT OTS FOR OTHER SCRIPTS

HYBRID SCRIPT Your broadband will be powered by our hybrid fibre which travels on our fibre network to our street cabinets, where coax cables carry it from there to your home.

If the customer would like more information about hybrid fibre, refer them to their contract documents [CIS/CSS] that will be sent shortly.

INSTALLATION: On the morning of the day your QuickStart pack is due to be delivered, our courier Yodel will be in touch by text message to give you a two-hour window to expect delivery.

DIRECT DEBIT: To set up your monthly payment, Virgin Media needs to confirm your Direct Debit details before we continue - you’re not committed to paying yet and we’ll use this data to prevent fraud.

From your next bill onwards, we will take payments from this account. You will be advised of the date and amount of your payments on your Virgin Media monthly bill and the company name that will appear on your bank/building society statement will be Virgin Media Payments.

In the future if there is a change to the date, amount or frequency of your Direct Debit, Virgin Media Payments will always give you 5 working days notice in advance of your account being debited.

You will be sent confirmation of this agreement within 3 working days of the Direct Debit being setup. All Direct Debits are protected by a guarantee.

You can read this in your confirmation later or I can read it to you now?

​Can you confirm that the Bank or Building Society account is in the Account Holders name and that they are the only person required to set up a payment on the account?

CREDIT CHECK: We must complete a credit check via a credit reference agency who may add the search to your credit file, then providing it’s accepted, we’ll go ahead and set up your contract.

Are you happy for us to proceed?

RESULT: =IF PASSED: Thank you for waiting, xxx! You've successfully passed the credit check. 👍

-IF FAILED: Your application will be forwarded to our head office and they will give us the result after 24-48 working hours. Feel free to call 0345 454 1111 to get an update about the result of your application.

In the meantime, would there be anything else I can assist you with aside from this?

EECC: I am now sending your pre-contract documentation to the email address and/or mobile number we have taken from you.

Can you please confirm you’ve received the SMS and/or email?

Can you please confirm you are happy for me to continue and complete the order?

MANDATORIES: Your contract is subject to a minimum term of 24 months; if you choose to leave your contract early or move to an address Virgin Media doesn’t service during this minimum term, you may be subject to an early disconnection fee.

Once your service is activated, you’ll have 14 days to cancel with a money back guarantee, and we’ll refund you the first month’s charge and any installation charge. You’ll only have to pay for transactions like calls, texts, purchases and service upgrades that occur after your service is activated.

As a Virgin Media customer, you can earn up to £50 cashback for every person you recommend that joins us with 1 or more Virgin Media services. It’s really simple, and you can recommend as many people as you’d like to get a great new offer with us. Is it ok if I share your email address with our partner Aklamio who can send you the link for our RAF programme?

BILL As we bill for your current month and a month in advance, your first payment will be due on “XXXX”. Your first payment will be £XX, which includes your activation fee of £0.

As your first payment is not due until “XXXX”, would you like to make a full or part payment today towards your first bill?

-COLLECT PAYMENT USING CARDPOINT IF CUSTOMER GAVE A CONSENT

ORDER COMPLETE​That's it! Your order is complete! 😊 Here's your order reference: XXXXXX Your account number is XXXX and your area reference is XXX. We’ve also sent a confirmation to the email address you provided earlier.

Please take note of this for your future reference.

To cancel/check the status of your order/delivery/change the installation date, please get in touch with our Pre-install team on 0800-0521-734 from 8 AM to 8 PM Monday to Friday and 9 AM to 5 PM during weekends or go to this link https://www.virginmedia.com/help/track-my-order

You can manage your account through https://www.virginmedia.com/welcome/intro in the future!

In the meantime, would there be anything else I can assist you with aside from this?

CLOSING We value your feedback, please take a moment to complete our survey on how I assisted you today. Welcome to Virgin Media O2 family. 😃 Take care. 👋