Technopoint0404* Citrix : Technopoint04

Offline: Technopoint01

SF: Technopoint03

🥳 🎉 😃 c👍 👍 😊c c

OPENING:

Hello XX, Thanks for getting in touch. Happy to help! Great news we've got some exciting offers available just for you. Please bear with me to see what's available. 👍

========================================= *** CONVERGE MESSAGING ****

NEW ACQUISITION

CID:

Name of the chatter:

PACKAGE DETAILS:

OTS: Y/N

SUCCESSFUL: Y/N

SOR:

WO:

DISCOUNT: 50 credit

BE:

Hi XXX. Thanks for getting in touch, just give me a few minutes to look at your query. 😊

WINTER SALE: Perfect timing as this includes Includes Ray-Ban Meta Glasses or £125 bill credit.🥳 🎉

I can see here that you're on check-out page. How can I help you in completing your order?

I can see here that you're trying to purchase our XX deal from a partner website. How may I help you with your order?

TEMP CHECK

Just checking in, how things are going on your end, XXX?

Don't mean to rush, but how are you getting on?

Due to business needs, 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 <customer's name>. 👋​​

SALE

Closing SALE: You're very much welcome, appreciate you staying until the end of the conversation. 🙏🏻

EBB: We value your feedback, please take a moment to complete our survey on how I assisted you today. Thank you for chatting with Virgin Media. Enjoy the rest of your day! 👋

BAU: 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, XX! 👋

RETS: We value your feedback, again my name is Joy Ann, please take a moment to complete our survey based on how I assisted you today. Take care XX. 👋

MOVERS:

It’s been lovely speaking with you today. We value your feedback, please take a moment to complete our survey on how I assisted you today. Take care and thank you for your time, XXXX.👋

COMPLAINTS: Thank you for contacting us today. We value your feedback, please take a moment to complete our survey on how I assisted you today. Take care and thank you for your time, XXX.👋

Thank you for your time today. Take care and bye for now, XXX! 👋

Thank you for your time today. Take care and have a great weekend, XXX!👋

RETS:

STATE YOUR NAME

Hi XXXX, you’re now chatting with Joy Ann. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊

IF TRANSFERRED (STATE YOUR NAME TOO)

Hi XXX, you’re now chatting with Joy Ann. I’ll review the details you’ve shared with my colleague and will be back with you as soon as possible. 😊

============================================

TEMP CHECK RETS:

Just checking to see 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.👋

MOVERS: I have not heard from you in a while. As you requested to move the services to the new address, I will now process the move.

I’ve not heard from you in a while. I will now process your request on your account.

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.👋

NEW GHOST SPIEL:

It looks like the chat has ended due to no response. For further assistance, please rejoin at a convenient time—we’ll be happy to help.

I’ll now end the chat. Please take a moment to complete our survey based on today’s service. Have a great day. 👋

***** OB RETAIN MESSAGING *****

CID:

Account number:

Identity of the chatter: AH

Name of the chatter:

DPA STATUS: PASSED

DPA TIME STAMP:

Contact number update status: Verified

Email address status: Verified

CJM :N/A

WO: N/A

QUERY :

RESOLUTION:

BE: N/A

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MOVERS:

STATE YOUR NAME

Hi XXXX, you’re now chatting with Joy Ann. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊

IF TRANSFERRED (STATE YOUR NAME TOO)

Hi XXX, you’re now chatting with Joy Ann. I’ll review the details you’ve shared with my colleague and will be back with you as soon as possible. 😊

M&T MOVERS MESSAGING****

CONTACT ID:

Identity of the chatter: AH

Name of the chatter:

DPA STATUS: PASSED/FAILED

DPA TIME STAMP:

Contact Number Update Status: Verified

Email address Status: Verified

CJM: N/A

Old address WO: N/A

New address WO: N/A

QUERY: Customer want to

RESOLUTION: process house move….

OLD ACCOUNT #:

OLD ADDRESS:

NEW ACCOUNT #:

NEW ADDRESS:

DISCO DATE:

INSTALL DATE:

CONTRACT: Contract continuation/ new contract

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*** CONVERGED MESSAGING*********

CONTACT ID:

CONTRACT END DATE:

Identity of the chatter: AH

Name of the chatter:

Account Number:

DPA STATUS: PASSED

DPA TIME STAMP:

Contact Number Update Status: Verified

Email address Status: Verified

CJM: N/A

WO: N/A

QUERY: Customer want to…..

RESOLUTION:

DISCO DATE:

DISCO REASON: EDF:

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QUERY MOVERS MESSAGING CONTACT ID: Identity of the chatter: AH/3RD PARTY Name of the chatter: ACCOUNT #: DPA STATUS: PASSED/FAILED DPA TIME STAMP: QUERY: Customer want to RESOLUTION:

HVDUM21-4GB

HVDUM22-6GB

HVDUM23-10GB

HVDUM25 -30GB

HVDUM26-100GB

HVDU222- Unlimited -£12

MOVERS:

MVRFEED - Like for Like MVRFE2D - New Contract QSMOVD - BB only or BB and LL QSMOVDC - With TV X21CVQS - With Landline QSMV2DC- Flex QSMDRET - new equipment movers XGSTRAK for xgspon HB5XMIO MVR20DC - MOVERSFEE £20 MVRFE2D - MOVERSFEE £35 new package Max Volt second box TV 360 change to D2NPVO add for the 1st MVR3MG1 and 2nd box- MVR3MG2 SR1VIS- single visit OTC

If moving to xgspon address: CODES: XGSTRAK HB5XMIO SR1VIS- single visit OTC

Migration from DOCSIS to XGSPON:

AFEED IDMAN HB5XMIO FRACTD

FIUPICR FIUPMG1 FIUPMG2

Take note: 37 screen sa 2nd line ilalagay bb changes

O2 SIM :

HXGV125 HXGV250 HXGV350 HXGV500 HXGV1GB HXGV2GB

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Contact number:

Before we continue, in case we get disconnected, what would be the best contact number we can use to contact you back?

If you don't want a possible call, just type "Skip"

We won't use your contact details for anything else. For more info, check out our Privacy Policy.

PROBING: ADDRESS

Before we proceed, can I have your post code and door number please?

No worries! Let me check on this for you. Can I have your post code and door number please?

No worries! Let's work together to find the right package for you. Can I have first your post code and door number please?👍

HOLD SCRIPTS

Please bear with me whilst I get the best response for you.

One moment please.

Just give me a second whilst I look into this for you.

Please stay connected.

Please bear with me whilst I check on this for you.

Please give me a moment while I look into this for you.

ORDER PROCESS:

Tempcheck: Just a heads up, I'll just check our chat conversation every 5 minutes kindly reply just to make sure were still connected once you process your order online, alright?👍

Perfect! Once you have completed the process, you'll receive your order ID starting with RS and then followed by numbers.

Kindly sent it here so that I can provide you with the next steps once you‘ve got your order ID.

Kindly send it here so we can able to check if the order went through successfully, okay? 👍

Can I also have your post code and door number so we can able to check if the order went through successfully, okay? 👍

TNT Sports:

TNT Sports is an add on package meaning it will not tied up to your contract and you can easily remove or add it to your package anytime.

Credit:

The Virgin Media bill credit will be applied to your first bill as a discount. Any remaining balance will be applied to subsequent bills until the credit is used. Sounds good? 😊

=============================== FLEX

That's it! Your order is complete! Just a quick recap, we have renewed your package to Essential broadband plus with flex for £20 a month. The new package will be activated within a few hours if not right away.

EB PLUS

That's it! Your order is complete! 😃Just a quick recap, we have renewed your package to Essential broadband plus for £20 a month. The new package will be activated within a few hours if not right away.

EBB That's it! Your order is complete! 😃Just a quick recap, we have renewed your package to Essential broadband for £12.50 a month. The new package will be activated within a few hours if not right away.

EECC

We’ll check to see if you’re still eligible for our low-cost broadband packages every 12 months and notify you of the outcome of the eligibility check. If you are, you’ll continue to be charged £12.50 a month for Essential broadband, or £20 a month for Essential broadband plus. If you no longer receive support payments or if your eligibility check fails, the monthly price will increase to our standard pricing for each package respectively. If you simply wish to cancel your Essential broadband, just let us know via live chat.

PPCHGD1-broadband

PPCHGC1-TV

PPCHGT1-Landline

PPCHG1 TV bb duals

HBBM20 SOCIALA L124D11

XGSPON : HXESS15 L124D13 XGSTRAK HXESS50

EBB+ Part Serve: HXESS50 L124D33 SOCIALA XGSTRAK

Acct number + BOT or OS PPCHGD1

H50EBB+ SOCIALA L124D32 17480 TV2EBPC – stream TV2UF03 – activation code D1FLEX D2PK1 D1TVCR - flex £5 credit QSXSTV2- existing QSAQTV2 - new cx

QSXSTV2 QSAQTV2 TV2FRAC

EECC

Just click you confirm/ agree on the consent documentation.

In order to process our Social Tariff, you'd need to be receiving one of the below:

• Universal Credit • Pensions Credit • Income support • Income-based Jobseekers Allowance • Income-based Employment Support Allowance

May I know if you are receiving one of the support payment listed above?

SCREENSHOT:

Once inside the Universal credit account, head to the “Payments” section, where you can find a detailed breakdown of your monthly assessments. Please click the latest date on " View Statement by pay date" so you will see the blue color with capital letters that includes your name and address, then kindly send us the screenshot of it, okay?

PHOTO ATTACH:

To attach a photo to an email, you typically use the paperclip icon (or a similar attachment icon) within the email composition window.

You can then select the photo from your device, cloud storage, or even take a new one. Once selected, the photo will be attached to your email, and you can send it as usual. Alright?

ADDRESS:

Got that! Kindly update your address on your " Journal page" please put your moving address then send us a screenshot again for us to verify this, okay?

On your Universal Credit account, you will see the "Journal" tab. From there, you should be able to check the details about your request regarding the changing of your address. Then just send me the screenshot so we can proceed, okay?

EBB notes:

You get fibre broadband on a rolling 30-day contract. The monthly cost is low and the contract terms are our most flexible, you can leave at any time with no exit fees.

0333- 000- 5925 - FAULTS DEPARTMENT 0345- 142 -4444 - COLLECTIONS / BILLING 0344- 809 - 0202 - O2 Department 0800-052-0640 - MOVERS DEPARTMENT 0333+000+5925 - VM CABLE Digging & Construction 0800+052+5738 - Field Support team 0800 953 9500 PIC activation team 0800-952-2277 - Retentions 0800- 052- 1734 - Movers Pre-Installation 0800 064 3815 TELESALES 0800+073+1132 - QUOTA ESC 0800+064+3840 - CUST CARE 0800+052+0640 - WAYLEAVE
0800- 052- 0705 - MATES RATES 0800+052+7588 - WEB EXCEPTIONS TEAM 0203+706+0570 - CHF 0800 953 9500 - QUICKSTART 0345+454+5926 - CX RECOVERY TEAM Pre‑install team on 0800 052 1734

They are open 8:00am to 9:00pm Mon to Fri, and 8:00am to 6:00pm Saturday and Sunday.

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TAKE NOTE:

Since you've reached New Customer department. Regarding your concern on your account you'll need to contact our Care Team on 0345 454 1111 for them to assist you in getting better deal on your package.

No worries! I will take note of this to our chat summary so once you contact them they would easily know your concern.

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

Don't worry, you may call the number I provided above so our team over the phone would assist her immediately, alright?

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

For any queries or help you may need in the future, please visit virginmedia.com/help. Whilst we're still connected, is there anything else that I can assist you with, XXXX?👍

🥳 🎉 😃 👍 👍 👍 😊 👍 👍

=======================================

Goneaway form:

Hi, this is Joy Ann from Virgin Media. We'd like to inform you that a new customer wishes to transfer their services to your current address. If you are planning to move out, you may either respond to this SMS or go through this link to be connected with one of our representative.

https://www.virginmedia.com/help/moving-home?UnresponsiveMoving=&aws_connect_open=liveChatContactBarHoldingPage

14 days existing O2

Existing 02 :Just login to your 'MyO2' account and accept the Volt benefits offer within 48 hours of installation. Within 14 days of acceptance, the media and mobile benefits will be applied (this can happen on different days). Alright? 👍

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RPI:

It will be £ a month on April 2027. Increasing annually £4 every April.

So the price increase will be next year April 2027 not this April.

I completely get why you’d check 😊 The annual price rise is explained upfront at sign‑up and included in the contract documents and T&Cs, so it doesn’t allow for early cancellation.

For further information you may check it on this link: https://www.virginmedia.com/help/annual-price-change

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TAKE NOTE:

No worries! I will take note of this to our chat summary so once you contact them they would easily know your concern.

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

NON- SERVE:

The good news is we’re investing in our network and we hope to continue expanding our availability to cover more homes soon.

As long as you send us proof within the next 28 days that your moving address is not yet connected on Virgin Media services. Once it's validated then will waived the disconnection fee. Sounds good?

If you’re cancelling within contract, and as you’re unable to take your services with you, we’ll waive any early disconnection fees. All you’ll need to do is provide proof of your new address within 30-days of cancelling – such as a copy of your mortgage information, rental agreement, insurance policy, utility bill, bank statement or driving license. We’ll let you know where to send these when you chat to us to cancel your services.

===================== NEW- OLD address

I understand where you are coming from and at the same time our process of transferring the services from old house to new house, is to place a disconnection first at the old address before the day of activation to the new address. There should be a 24 hour between the disconnection and activation to avoid any disruption of the services. How does that sound?👍

MOVE DISCONNECTION TIME: Midnight

the disconnection will be anytime of the day.

With regards to that. I cannot guarantee that the services will be disconnected exactly midnight on the 4th of April. If you need the services active until that date then I can move the disconnection on the 5th.

=====================

37 BB:

H100LU

L161DA1

SEGREDA

35 Campaign:

YR2401132

£21 OB

=========================

Supermail : Virgin Media - MOVERS NMC- Movers self serve

Setting - default- different app- screen snipping-

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PRICE INCREASE: MOVERS

I completely get why you’d check 😊 The annual price rise is explained upfront at sign‑up and included in the contract documents and T&Cs, so it doesn’t allow for early cancellation.

The price change reflects ongoing investment in our network—keeping your service fast, reliable, and up to date as technology evolves.

Increasing annually £4 every April. So the price increase will be next year April 2027. Alright?

=================

PRICE INCREASE BAU

I need to tell you how your Virgin Media O2 price rise will change during your contract.

Your total monthly package price is £30 a month.

The monthly price for your services will increase to £34 a month from your April 2027 bill. From your April 2028 bill, it will be £38 a month.

=================

TEMP CHECK RETS:

Just checking to see if we are still connected?👍

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.

MOVERS: I have not heard from you in a while. As you requested to move the services to the new address, I will now process the move.

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.👋

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I understand, XXXX. Just a heads up offers and deals changes from time to time, let me check other deals we can offer to you. Please give me a moment.👍

HYBRID FIBRE:

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.

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==============================

YR2600986

NFNWENR

======================== PAYMENT:

https://payments.virginmedia.com/epayments/notloggedinaccountdetails_ecare.ebp

===================================

BAU: £5 -4GB £6- 10GB £10- 30GB £12- unlimited

ROCO: 30RCFD/30BBSLD M125: L161DA1

M500bb: £26.99 YR2600972
H5XXXLU PPCHGD1 L161DA4 NFNWENR

https://www.virginmedia.com/buy/quick-checkout?bundleId=4305&apm=1

Activation:

QS: then 1 transfer note:26/25 check in

EQ : transfer YES SH 1 initiliaze/ refresh

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======================

TAKE NOTE:

No worries! I will take note of this to our chat summary so once you contact them they would easily know your concern.

========================

HOLD SCRIPT:

Got it! Let me check on it, one moment please.

Got it! Let me check on this, please bear with me.

Please give me a moment to check your account.

Almost done, please stay connected.🙂

I need few more minutes to look into this. Please bear with me. 🙂

Just give me a second 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. 🙂

RETS:

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

RETENTIONS SPIEL:

As per checking here once your contract ends it will go back to a standard price of £78 month. As a valued customer of Virgin Media, instead of paying that standard price we can offer you Gig 1 fibre Volt broadband with Netflix standard plan with ads for only £51 a month for 24 months deal with this you'll have a massive savings of £27. Shall we proceed?

=======================================================

MOVERS:

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

MOVERS NSA SCRIPT:

You can disconnect the services at the current property without any early disconnection fee on the account, but only if Virgin Media is not providing service there. Since no date has been fixed yet, once you decide, you can contact us 7 days in advance and we’ll help you disconnect the account without any early disconnection fee on our end.

MOVERS QUESTION:

Just to confirm are you moving to another property within 30-60 days from today or inquiring only for your current package?

No worries, let's proceed with the disconnection of your services. Mind if I ask when do you plan to moved out?

Mind if I ask when will be your disconnection date?

NO CHARGE:

no available charge for return equipment on the account

O2 STORE: You can also return your equipment via an O2 store if you have a local one.

===================================

May I also know your move out date?

Do you want to keep using the service until you move out?

Got it. What is the reason for cancelling the service before you move out?

Reso: Customer want to Moving in the future, More than 60 days away

If box is the issue just change the bb code then 36 SBUPG01 - D21TBO1 -MVRET/MVR3MG1

SR1VIS - 49 TR SOLUS only QSMOVD- MVFREED

ACTIVE:

Your form details have been processed successfully!

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Perfect timing as these include free 43” LG 4K Smart TV or a huge £125 bill credit off your first bill! 🥳 🎉

MAX VOLT L161TA2 YR2600986 T1NITKA FREE TV: TLC0002 CLOSER: YR2501642

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S7904807 /john kenneth sateniaman

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Movers spiel: Since you are looking for a renewal offer for your current address, this will need to be handled by our specialized renewals team. My system only allows me to set up contracts for your upcoming move address, rather than your current one.

============================ This price includes your £XX movers fee and the £10 for the new HUB.

===========================

BAU:

https://www.virginmedia.com/buy/quick-checkout?bundleId=6004&apm=1

1 July

Solus M500: £24.99 with Netflix: £26.99 Solus Gig1 :£26.99 with Netflix: £28.99 LINK :6001 (£26.99

AFF : M250 £17.99 link 1007

Your Virgin Media bill credit will be applied as a discount to your first bill, with any remaining credit applied to subsequent bills. Please let me know if that works for you.

CONVERGED MESSAGING
Contact ID:
Name of the chatter:
Account number:
DPA STATUS:
QUERY:
Order/Package: Essential Broadband Plus
POST CODE:
DOOR NUMBER:
W/O NUMBER:

6/10/2026

1. BAU: Andy: f13c8a0d-9a4f-4bc2-b2cd-3a4620cad6a4

07395610238// E5 0DA 10 ( done tag)

https://www.virginmedia.com/buy/quick-checkout?bundleId=1007&apm=1 6/12/2026( done tag)

1. Movers Ken : AI Summary no generate 7a9c7811-0838-425b-b675-6738393935a6

=================================

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RETS: APOLOGIES

I’m really sorry to hear this especially after you had already cancelled your contract and were expecting everything to be settled. I completely understand how frustrating and confusing it is to suddenly receive a much higher bill, particularly while you’re trying to switch over to Sky and are now being charged by both providers.

On behalf of Virgin Media, we apologize for the inconvenience of the time you spent having your issue resolved.

Again, I do apologise of what you experience today. Don't worry, this is already been escalated on our team and kindly wait for the resolution within 24-48 hours.

================ 🥳 😃 👍 👍 🙂 😊 👍 🙏🏻

=====OB RETAIN MESSAGING=====

£19 DEAL : H100LU // HV200M SEGREDA L153DA1 35 Screen - YR240113

6/12/2026 EECC

Reminder: Customers who go idle may still be considered compliant if their response to the EECC includes statements such as “Yes, I approve” or “I approve.” //

Furthermore, agents may proceed with making the necessary changes or continue with the recontract on the customer’s account if the customer becomes idle during the EECC, provided that the response to the first question is “Yes, I approve” or “I approve,” and that the required CIS/CSS consents are recorded as “Yes.”

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Messaging Toolkit Discount Used

Messaging Toolkit offered

  =====================================

Disability: cancer depression Fibromyalgia Dyspraxia

Vulnerability: unemployed

==========================

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MOVERS UPDATE for DI- IN:

1.Customer Maintenance screen:

No need to manually enter customer details. Press F23 (Shift + F11) to copy details across.

1. Customer Demographic Information screen:

2. Press F20 (Shift + F8) to copy the customer’s date of birth.

Order Entry Services (35 screen):

Press F20 to copy service codes. Press F17 and F14 to copy contracts and offers.

======================================

check: 15b32cb4-d4ed-40f7-b4c7-ea9a15db77a2

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CREDIT SPIEL:

Applied existing customer discount correction credit- billing corrected applied £20 credit had been validated as per credit rules

clear evidence in the account note that the customer was promised a £20 credit on the 20th of February date but this was not added.

CANCELLED DI MOVERS 6/18/2026 1.JAMES: 7544155-02 346f9427-53ee-4814-a579-416b0d2bf499
6/26/2026

1. Stephen: 88e9a90dc-9a46-4872-b865-87c588bf74d8 rets queue -movers tag
2. AN: dd5829e9b-14a4-4abb-a125-4268c6a09da3 3359843-02// rets queue -movers tag

=======================================

UNIVERSAL MESSAGING

CONTACT ID:

Identity of the chatter: AH/3RD PARTY

Name of the chatter:

ACCOUNT NUMBER:

DPA STATUS: PASSED/FAILED

DPA TIME STAMP:

CX is unresponsive/idle/ No interaction.

=======================================

STATE YOUR NAME

Hi XXXX, you’re now chatting with Joy Ann. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊

IF TRANSFERRED (STATE YOUR NAME TOO)

Hi XXX, you’re now chatting with Joy Ann. I’ll review the details you’ve shared with my colleague and will be back with you as soon as possible. 😊

HOLDER:

While I’m checking your account, may I confirm that I am speaking with the account holder?

REGISTERED NAME:

I can see a different name registered on the account. Can you please confirm the name on the account?

🥳 😃 👍 👍 🙂 😊 👍 🙏🏻

REMINDERS: BAU

until July 1 switching credit

M350 volt £30

TLC0003 - LG TV

M250 £25.99 : H200XU L161DA2 PPCHGD1 YR2600987

Cinema M350 £47.99 YR2601100 Sports M350 £57.99 YR2601101 Sports Cinema M500 £67.99 YR2601102 Max Volt £67.99 +£12 o2 sim YR2601103 Max Volt ( existing o2) £79.99 YR2601104

REMINDERS: RETENTIONS

DIACTC (Discover Activation £10 – use with AFEE*01) is shown in Discover, this must be applied when placing the order.

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