Opening: Hi there, this is _____ of Virgin Media Retentions. May I know your full name please? Perfect! Can I call you by your first name? how would you like me to address you? If for some reason this call got disconnected, what can i use to contact you? can you kindly provide me your number Great! Am I speaking with the account holder? DPA DPA if already passed: Understood! Thank you for going through our automated system as I can see that you have passed our security questions. Can I have your updated contact number and email address how are you today and how may i help you? AER A thank you for reaching out to us about your concern regarding thank you for letting us know that - sky tv is giving you a better price option - you plan on cancelling your services, but may i ask WHY WOULD YOU WANT TO CANCEL YOUR SERVICE? Complaint - thank you for your patience in trying to reach out to us about your concern regarding ------ - Thank you for sharing your feedback and being on top of your account - I will raise a complaint for you, - how would you like to receive an update regarding this complaint? would you like it via email or call? (THEN: get his updated email or mobile number) Again, May I have your updated contact number/email address? If they ask why, " this is part of our standard security procedure " - Let me confirm with you that your complaint is about the -------- Ella COMPLAINTS "Thank you for sharing your feedback and being on top of your account, I will now raise a complaint for you." "How would you like to receive an update on your concern?" (State what's in the option) "Again, May I have your updated contact number/email address? " (Depends on what they choose above) : If they ask why, " this is part of our standard security procedure " " Your complaint is about ----- (repeat her concern)" : continue where you stopped before the complaint " Going back to where we left off, ----" (just continue on your probing if that's where you left) continue the conversation after you raise and talked about the complaint When Discount is expired. - since you've been a long-time costumer of ours ill will be able to offer you a deal that would be better than what was offered to you by another service provider E - I understand that it is challenging/frustrating to ----- i will do the same if i was in your position (CONFUSED/IDK) - I do understand some people/children add things in accounts without notice my sibling did that with my account before too (ADDED BY SOMEONE) - it must be very exciting to -----with ------ (TRAVELS) - Congratulations on --- this must be very memorable for you (EVENTS) - I do understand that prices are increasing faster than our wages which causes us to have to let go of some services we enjoy - Im so sorry to hear that your----- has passed that must be very emotionally taxing for you - as a consumer myself i would also do the same as u did i would also call to weight the best prices for the packages - i understand your situation since as a consumer myself (i also have a budget to maintain and ) i would also do the same as u did i would also call for assistance before cancelling my services when upgrading or keeping my contract so that ill know whats in store for me R and let me assure you that you called the right person i am Rio and will be delighted help you so let me review your account real quick PRobing Package Review - As i can see here you currently have --- for your landline, ---- for your tv package and ---- for your Broadband and you're paying it for 34 pounds and 40 pence. cancel - which you want to cancel due to budget reason but before cancelling let me offer you a deal that would be better than what you currently have - which you want to cancel since you were offered saw a deal by ----, but before cancelling let me assure you that i can offer you a deal that would be better than what was offered to you by ---- - which you want to cancel since you saw a deal from ----, but before cancelling let me assure you that i can offer you a deal that would be better than what can be offered to you by ---- - and your contract will end in which you said you want to cancel, seeing that you've been a valued customer of ours for quite some time now may i ask you what services like the broadband, landline or tv do you usually use, so that i would be able to give you an offer that will suit your needs Probing so i will be asking you some questions for us to have the best value ( and an even better option than what ----- has offered you ) and options for your services. TV - How many TVs do you have in your household - What genre do you and your family enjoy Broadband - how do you and your household use your broadband - - how many devices are connected to the broadband Landline - Where do your contacts usually reside, do you and your household have someone international to contact I will put you on hold for a minute or 2 would that be ok with you? THANK YOU --- I will be using that time to build the most suitable packages for you ------------------------------------ - looking into your account changing your current contact would make your bill more expensive because your current contracts due date is still in about a year so i would suggest you keep it since account offers changed with time and since with your current contract you managed to get a deal that is no longer in season it would be a waste to make a recontract, i would suggest you to keep the current contract and update it a month before your contracts due date so youd be able to get the best value of our services at a cheaper price. Allow me to discuss with you what your current contract offers Thank you for waiting. are you still in the line? I have here the package/bundles which I think will best suit your needs Recommendations TV - I will suggest you (get our/ keep your) Flex TV Package which includes 150 different channels (with an add on of ------) - which is perfect for your preferred genre of ------ - which is perfect for you since you don't use your tv that much, its our cheapest option - which is perfect for you since you only use your tv as bg noise and its our cheapest option - I will suggest you (get our/ keep your) Mix It TV Package which includes 150 different channels (with an add on of ------) which is perfect for your household's preferred genre of ------ - I will suggest you get our Mega TV Package which includes 200 different channels (with an add on of ------) which is perfect for your household's preferred genre of with an add on of RACING TV, AND SKY SPORTS Television Packages: - flex bundle > any broad band + flex - starter bundle > any broad band + mix it - entertainment bundle > any broad band + mega - cinema bundle > any broad band + mega + sky cinema/movie collections (subscription on add on) - sport bundle > any broad band + mega + sky sports (subscription on add on) - Sports+cinema bundle > any broad band + mega + sky cinema/movie collections + sky sports (subscription on add on) - Max Volt bundle > any broad band + mega + sky cinema/movie collections + sky sports + kids + entertainment (subscription on add on) 250+ Entertainment like drama, comedy Add on: sky cinema - movies, sky sports - sports, - TNT sports - ASIAN MELA - Sky Sports - Racing TV - MUTV, Manchester United - LFCTV, Liverpool FC - Premer Sports - Virgin TV Kids - Baby TV - Adult Collection BB Following that for the Broadband Packages i recommend you to upgrade to our -M125, which can accommodate 10 devices since you mentioned there are -- devices in your household, this is best for casual browsing (like online shopping), reading and sending email which is perfect for your household needs - M250, which can accommodate 15 devices since you mentioned there are ---- devices in your household, this is best for high-definition streaming which is perfect for your household needs - M350, which can accommodate 15 devices since you mentioned there are ---- devices in your household, this is best for high-definition streaming, gaming and work from home which is perfect for your household needs - M500, this broadband speed can accommodate more than 15 devices since you mentioned there are ---- devices in your household, this is best for (heavy usage like) gaming while streaming (and working from home all at the same time ) which is perfect for your household needs - 1Gig, this broadband speed can hypothetically accommodate 100 devices since you mentioned there are ---- devices in your household, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs Landline as for landline i suggest you get ----------- since for virgin media more services mean that you get more discounts - as for landline i have upgrade you with Anytime Chatter which allows Unlimited landline calls within the UK. - as for landline i have upgrade you with International Anytime Chatter which allows 50 international call locations. - as for the landline i suggest for you keep it so that you get the best value for your services since for virgin media more services mean that you get more discounts all in all, this is only for ---- a month for a 24-month contract, - so let's sign you up its great to hear that you liked the offer, but if you dont take the offer now we might not have the same offer for you since the offers and discounts change with time, what i was able to offer you right now might not be available when you call back Well then let me give you some more information regarding your package so that it will be easier for you to decide Well then let me give you some more information regarding your package so that it will be easier for you to talk with your wife about it - and considering - and let me assure you that vm is one of if not the best service provider in uk which is why we have Our broadband honesty statement which covers our minimum speed of 30mbs guarantee and expectations, which states that if the bb speed went below the minimum, we would compensate you if you gave us a valid proof, so it would be a waste to not keep it. Objection Handling 1. x 2. Objection Handling Listen acknowledge - I completely understand. We all want to make sure we're getting good value for our money. BUDGET - I understand, and I appreciate you being honest with me. Could you tell me what part of the offer doesn’t meet your expectations? UNSATISFYING - Of course. I completely understand—you should have all the information you need before making a decision. What would you like me to clarify?” MORE INFO/ CONVINCE - I completely understand. Before I let you go, may I ask if there’s a particular reason, you’re not interested? It would help me understand whether there’s anything more suitable for you? thank you for reaching out to us I will be sure to cancel your services take care CANCEL - and I appreciate you being honest with me. But Let me assure you the package that im offering you gives you the best value only for that ----- pounds since TV - our Flex TV Package it allows you to watch 150 different channels (and with an add on of ------) - this is perfect for your preferred genre of ------ - this is perfect for you since you don't use your tv that much, its our cheapest option - which is perfect for you since you only use your tv as bg noise and its our cheapest option - our Mix It TV Package it allows you to watch 150 different channels (and with an add on of ------) this is perfect for your preferred genre of ------which is best suited for you and your household needs - our Mega TV Package it allows you to watch 200 different channels (and with an add on of ------) this is perfect for your household needs/preferred genre of with an add on of ----- which is best suited for you and your household needs bb following that keeping your bb of / Upgrading your m---- to - M125, will accommodate your ---- devices, with peak times download 133 and 137mbps, upload 21mbps, this is best for casual browsing (like online shopping), reading and sending email which is perfect for your household needs - M250, will accommodate your ---- devices, peak times download 267 and 273mbps, upload 26mbps, this is best for high-definition streaming which is perfect for your household needs - M350, will accommodate your ---- devices , peak times download 372 and 382 mbps, upload 36 and 37 mbps,this is best for high-definition streaming and work from home which is perfect for your household needs - M500, will accommodate your ---- devices, peaktimes download 517 and 544 mbps, upload 50 and 52 mbps, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs - 1Gig, will hypothetically accommodate 100 devices since you mentioned there are ---- devices in your household, peaktimes download 1064 and 1138 mbps, upload 96 and 104 mbps, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs Landline for the Landline upgrading your weekend chatter for - as for landline i have upgrade you with Anytime Chatter which allows Unlimited landline calls within the UK. - as for landline i have upgrade you with International Anytime Chatter which allows 50 international call locations. makes your telephone bill cheaper with a better service that allows you to call anytime - as for the landline i suggest for you keep it so that you get the best value for your services since for virgin media more services mean that you get more discounts and let me assure that this deal makes the best value for your money and considering that vm is one of if not the best service provider in uk we are confident with its services, which is why we have Our broadband honesty statement, which states that if the bb speed went below the minimum of 30 mbs, we would compensate you if you gave us a valid proof. You can get this only for ---- a month with a 24-month contract, it would a waste to not take this deal so lets sign you up 3. x 4. rebundle since i was able to offer you a better deal ARE YOU HAPPY TO CLOSE THE COMPLAINT? let me read this to you: The price of Virgin media’s main services may change when any offer expires. In addition to this, the price will increase each April from 1st April 2027. The amount will be: £4 from April’s bill 2027 and £4 from April’s bill 2028 All of your pricing is laid out in the pre-contract information I am about to send you. I will then take you through the details before you accept that you are happy to proceed. This does not apply to any add-ons you may have selected or admin charges that may be applicable. Price of add-ons may vary at any time. Add-ons can be removed at any time with 30 days’ notice. Mandatory script: You will shortly receive information via email regarding the package that we have discussed today. It will cover specifics around the contract you will be entering but we would like you to pay special attention to: •Our broadband honesty statement which covers our minimum speed guarantee and expectations. •The specifics on what your talk plan includes as standard. •The contract details, cooling off period and any early disconnection fee details if applicable. Would you like me to read any or all of them out now, or would you prefer to read them within the documentation you receive? I have sent the documents on the email address and contact number on ACCOUNT, can you please confirm if you have received them? If customer said yes(2nd “yes”): Great! Are you happy to proceed? Mandatories so to summarize the changes and updates - we kept your current contract which is ----- pounds and ---- pence a month for a 24-month contract - The current changes includes updating your ------ Anytime CHATTER (which replaced your weekend chatter ) for your landline, -----TV for your tv package and M------ for your Broadband which replaced your m-------. This contract will take effect on the 21ST of august 2026 which would be tomorrow which would be -----pounds and ---- pence a month for a 24 month contract >5. Check PP screen. If there is, You have a pending payment of £___(price) due on ____(date) >6. Check BE screen. After that you will have £__(price) due on ___(date)< 7. RAF: As a Virgin Media customer, you can earn up to £50 cashback for every person you recommend that joins us with one 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? SSO: Just before you go, if you want to review your package and services in the future, I’d recommend registering or signing in to your MY Virgin Media account atvirginmedia.com/myvirginmedia and clicking on “Myupgrade & offers.” You can even download our My VirginMedia app onto any compatible IOS or android device. I’ll send you some emails with more information.​ Further help: Is there anything else I can help with? Survey script: We want to know how we can continue to provide great customer service. You may receive a survey on how I assisted you today, and we would appreciate your feedback. Thank you for choosing VirginMedia again my name is Rio and have a great day! Disconnection Customer declined the offer after the objection handling: 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? Customer Selected 30 days notice: (Check CT screen for contract) WO - to see og sched, to see stats BE Screen for first and last bill - Your services will be cancelled - On ____ (disconnection date) - After your disconnection, your final bill is £___(price) due on ___(date) - And since you are cancelling your services with us, we will be needing you to return your equipment to us. You have the ____(what equipment) and you will be receiving a prepaid return packaging 10 days after your disconnection date. You can use that to return the equipment or you can visit the closest Yodel or collect+ stores to return the equipment. - You will receive an email confirmation about this within 24 hours. - Just a reminder, if you have created any virginmedia, blueyonder and/or NTL email addresses, they will be cancelled 90 days after your disconnection date. - Is there anything else I can help with? thank you for that - Survey script: We want to know how we can continue to provide great customer service. You may receive a survey on how I assisted you today, and we would appreciate your feedback. Thank you for choosing VirginMedia again my name is Rio and have a great day! DPA DPA if not yet passed: - thank you ____ ! Before we proceed, I will need to confirm some security details for me to have full access on your account. Do you remember your memorable word ? yes = Perfect From your memorable word, can I have the 1st character please? Thanks. How about the 2nd character? Noted on that and the 3rd character please? If incorrect: It seems like some characters are not matching with what we have, would you like to try again? From your memorable word, can I have the 1st character again please? Thanks. How about the 2nd character? Noted on that and the 3rd character please? If answers are correct: Perfect! We now have access on your account. before we proceed Can I have your updated contact number and email address? its security mandatory -------------ACCOUNT HOLDER---------------- no = thats alright, im going to ask you some security questions lets start off with failed memo word = some characters are still incorrect ----- so im going to ask you some security questions lets start off with General Questions - 1 = reply with noted, thanks - what is the email address registered on your account - mobile number registered on your account - package subscription thank you Financial Questions 2 - secondary dpa = reply with noted, thanks - what was your Last Bill value = 32 pounds - Last 4 digits of Banking Acc No - when is your Last Bill due date = 8th of sept - When does your direct debit usually come out? date = -3 +3 direct debit = automatic payment thank you only if 2 correct can proceed to assist If answers are correct: Perfect! We now have access on your account, for easier access next time. Would you like me to update your memorable word on the account? no Thanks. Can I have your updated contact number and email address? dpa failed if 2 incorrect 50% pass rate failed = thank you for that but It seems like some information are not matching with what we have, you can update your memorable word in our app then you can call us again after 24hrs let me review your account real quick Package Review - As i can see here you currently have WEEKEND CHATTER for your landline, Mix it TV for your tv package and M125 for your Broadband and you're paying it for 37 pounds and 40 pence. Probing - Costumer wants and needs I will be asking you some questions for us to have the best value and options for your services. TV - What genre do you and your family enjoy - news - How many TVs do you have in your household - Broadband - how do you and your household use your broadband- - how many devices are connected to the broadband - 3 thankyou Landline - Where do your contacts usually reside, do you and your household have someone international to contact -within uk I will put you on hold for a minute or 2 would that be ok with you? THANK YOU --- I will be using that time to build the most suitable packages for you ------------------------------------ Thank you for waiting. are you still in the line? I have here the bundles which I think will best suit your needs Recommendations TV - I will suggest you keep your Mix It TV Package which includes 150 different channels which is perfect for you since you dont use your tv that much its our cheapest option BB Following that for the Broadband Packages i recommend we keep -M125, which can accommodate 10 devices since you mentioned there are 6 devices in your household, this is best for casual browsing ( like online shopping), reading and sending email which is perfect for your household needs Landline - as for landline i have upgrade you with Anytime Chatter which allows Unlimited landline calls within the UK. - as for the landline i suggest for you keep so that you get the best value for your services since for virgin media more services mean that you get more discounts - all in all this is only for 66 pounds- a month, so lets sign you up