PAMANA NI JA KE

OFFERING VOLT: our Volt package and add O2 sim so extra discounts can be applied. This includes: This would be £XX per month, whilst your O2 SIM Supercharged to 4GB data plan with unlimited minutes & texts would be £XX per month on a new 18-month contract. What do you think?

EXISTING VOLT CX: our Volt package so extra discounts can be applied. This includes:

VOLT INCLUSIONS: Mega TV 3 with 230+ TV channels which include Sky Sports HD and Sky Cinema HD channels 📺 Netflix standard that lets you stream on 2 devices at the same time in Full HD! Sky Sports & Cinema Collection, Virgin TV Kids Our ultrafast Gig1 with an average download speed of 1130mbps and an average upload speed of 104mbps 📶 Great for downloading large files, serious online gaming, and streaming content in 4K Anytime Chatter - Enjoy free anytime calls of up to an hour to UK landline numbers starting 01, 02 and 03. 2 TV boxes

Thanks for letting me know. Upon checking your account, I've seen offers that you might want to consider. Here are the details:

Option 1: For just a total of £85.00 per month on an 18-month contract, you’ll receive 1130 Mbps, great for your usage, along with 230+ TV channels with Sky Sports & Cinema in HD, Netflix Standard with Ads and Anytime Chatter landline services and includes your additional TV box.

Option 2: For just a total of £86.00 per month on an 18-month contract, you’ll enjoy 1130 Mbps, great for your usage, along with 230+ TV channels with Sky Sports & Cinema in HD, Netflix Standard with Ads, TNT Sports and Anytime Chatter landline services and includes your additional TV box.

Let me know what you think?

If we will add TNT Sports on the bundle mentioned above, this will cost you £xx per month for 18-months of contract instead of paying £xx as I have added extra discount for TNT Sports. Shall we go ahead with this price?

PRESENTATION:

All for only £ per month on a new 18-month contract. That's £ savings from your current price, how does that sounds? Instead of paying the standard price of £ soon, you can get this for only £ per month on a new 18-month contract. What do you think?

ONE-OFF CREDIT:

I totally understand. I can offer you additional £xx one-off credit to the package that I have offered that cost £xx month on a new 18-month contract, since you are a loyal customer to our service. Does that sound better?

REGULAR PACKAGE: I understand that you want to keep your broadband service but I'd strongly recommend adding our free weekends chatter landline and TV package to make the bundle cheaper.️ We recommend our bundles to get the best savings, basically the more services that you take the bigger the discount.

OBJECTIONS: REMOVING SERVICES: I understand where you're coming from however, the reason why the package I quoted is higher is due to the services that we removed. Our discounts require a minimum service to be included in a bundle, just like when you shop online, it requires a minimum spend before you can claim the discounts/voucher. Hence, we are encouraging our customers to keep their services as it is since it is much lower compared to removing one of their services.

NEW CUSTOMER: The offers you see online are for new customers as we want them to try our services just like you when you first joined. When customers join Virgin Media they will have been put on a welcome deal. On the other hand, we have different sets of offers for existing customers.

DOWNTIME SPIEL: We are experiencing system issues at the moment. We can still deal with general enquiries, however we are unable to action any requests. We are doing everything possible to get the matter resolved as quickly as we can. If you could please contact us back in a few hours that would be greatly appreciated & we will resolve your concern together. Thank you for your understanding.

REMOVING SERVICES SETTING EXPECTATIONS:

Before we proceed with this deal, I would like to set proper expectations that the new deal will take effect after 30-days since we need to disconnect the TV service first. Hence, your TV service will be disconnected on 29/04/2026 and your new contract will start the day after that. Shall we go ahead and process this for you?

CX ALREADY MADE DECISION TO LEAVE: However, risking having other provider without you knowing how their services works is difficult especially during this time where every penny matters, and broadband is now one of our basic needs. I want to help you save money during this time. Instead of paying another installation and activation fee plus for a new box why not stay with Virgin Media and you don’t need to pay any extra or hidden charges?

It's really sad to know that you want to cancel your service and I just want you to know that I just only want to give you an option first before leaving Virgin Media but if that would be your final decision, I do respect that. However, is there any way for me to change your mind?

NAME NOT MATCHING ON THE ACCOUNT:

I just want to make sure I have the correct information. It looks like there's a different name on the account. Can you please provide me with your full name and explain your relationship to the account holder?

OFFERING CANCELLATION PROCESS: The standard procedure for the cancellation requires a 30-day notice. On the other hand, we do have our new One Touch Switch Process.

WANTS TO ARRANGE CALL: I am so sorry as we do not have the option to make calls as you have chosen to chat with us over messaging today, I'll be more than happy to help you regarding your query through this platform.

APOLOGIZING: Although I know that my words are not enough to appease your disappointment, I hope that you'll consider this an isolated incident and give us another opportunity to serve you better.

IRELAND: Hi XXX can you please help me verify if your address is located at Ireland? Due to limited scope I am unable to assist you further with your request. Allow me to provide our Ireland Customer service number for further assistance 00 353 1 245 8000. I see. I also noticed you're chatting in from Ireland, is this for an Ireland account? If so, actually you've reached Virgin Media UK but nothing to worry about, we have a dedicated team for Ireland. The best website you must access is through this link below:://www.virginmedia.ie/

It seems that I am unable to pull up your account, xx. Can you confirm if your address is located in Ireland? If the customer confirm yes, then: Thanks for confirming that for me, XXXX. Unfortunately, since you are from Ireland, I am unable to pull up your account. No worries, you can actually contact us via virginmedia.ie and you can get fantastic help there as well. Would there be anything else I can assist you with aside from this?

EQUIPMENT RETURN: No equipment on your account needs to be returned to Virgin Media. Please take the items to your nearest recycling centre. (For more information on how Virgin Media supports waste equipment recycling in the UK please visit www.recycle-more.co.uk)

PRICE INCREASE: There will be price increase each April from April 2025 and all service providers will be affected by this increase. The price will depend on UK's RPI. No worries as we will notify you 1 or 2 months before we make changes with a set of choices you can take advantage of, and you can freely decide what you think is the best for you. Sounds fair?

CHANGING OF OWNERSHIP: Just to give you a head's up, our change of ownership process comes in to two ways: (1) We can change the name of the account but to process this we will need to place a cancellation on your account and your friend will going to set-up a new account / sign-up for a new account that will be under his name for new 18 months. Just to set a proper expectation, as the account is still in contract an early termination fee will be added to the final bill. (2) We can change the contact and direct debit details of the account unto someone who is going to take over it but just to set a proper expectation, the account will still under your name. Which of these two process you would like to continue?

ESSENTIAL BROADBAND: We do have tariffs available for customers who receive government benefits, are you on any of the following: • Pension Credit • Income Support • Income-based Jobseeker’s Allowance • Income-based Employment Support Allowance • Universal Credit

To be eligible for any of these packages you will need to provide an electronic copy of the evidence of your benefits.

To Apply for Essential Broadband please go to: http s://www.virginmedia.com/broadband/low-income-families Click on the Live Chat option. This will then ask you for your: • Name • Date of birth • Postcode & house number These pieces of information will need to match the information on your Support Payment (ensure correct spelling/full name), or this will not be accepted.

STREAM PLAN:

You can do this online in your My Stream Plan account.

Register or sign in to My Stream Plan.

1. Head to the Active subscriptions section, select the TV pack you’d like to remove

2. On the TV pack window that pops up, select Cancel subscription

3. Confirm you want to cancel it by selecting Yes cancel it

4. We’ll confirm we’ve cancelled it, and you can then select Done

As subscriptions are on a 30-day rolling contract (or a monthly rolling contract for Disney+ Premium), once you’ve cancelled one, you’ll see it as pending removal in Active subscriptions. It’ll have a little clock symbol under it, and lets you know how many days are remaining before it’s removed.

M50 BROADBAND: M50 Broadband - has an average download speed between of 55 Mbps at peak times and your upload speed will range between 5 and 5 Mbps. Your minimum download speed to your router shouldn't fall below 27 Mbps.

WI-FI PODS The Wi-Fi pods are clever little devices that plug into any normal three-pin socket in your house. They'll team up with your Virgin Media Hub to supercharge your Wi-Fi coverage -- eliminating blackspots and giving you Wi-Fi, all around your home. As part of the Volt package we can offer up to 3 pods at no extra cost! Sounds good right?

COMPLAINT:

We always investigate every complaint and actively work to resolve things to your satisfaction within 7 to 15 business days.

If we’re unable to speak with you about your complaint, we’ll write to you with the outcome of our investigation and what we’re going to do to put things right. We’ll keep your complaint open for 28 days, so if you think there’s something we’ve missed, you can contact us again. If we don’t hear from you within the 28 days, we’ll consider your issue resolved and will close your complaint.

RECENTLY MOVED:

We’ve recently moved to a new messaging platform that will improve your experience now and in the future and at this time, I’m unable to see the image or documentation you’ve sent on our conversation. But, don’t worry as I will definitely be able to help if you can give me a detailed information of what you’ve sent on our chat, please?

MIX TV 120+ channels including BBC in HD(1, 2 & 4), Sky Documentaries SD and MTV Music SD

HOMEWORKS:

As you’ve been a loyal customer with us, you do gain access to our priority service, which is something called HomeWorks.

What HomeWorks will give you is things like a next day engineer. So if you ever have any issues with your services, you’ll have someone around next working day. You’ll also gain access to Gadget Rescue, who’s a third-party team who can help you with your own personal devices, and they’re open 24/7. And you also gain access to F-Secure SAFE protection, which is an anti-virus for up to 10 devices.

It does come at a cost of £9.99 a month. You will need to keep this active on your account for at least 14 days.

If you feel you have not benefited from this service, you can remove it with a 30 days’ notice at any time during your contract, However because we’re upgrading the broadband we do get a discount of £XX.XX for it. So your total monthly cost would be £XX.XX.

TROUBLE CALL:

· I'm here to assist you with the issues you're facing. Allow me to arrange a call from our team to further check into your service concerns and, if necessary, organize a visit from a technician.

a. Our soonest available time for a call is on XX/XX/XX between 8:00 AM and 12:00 PM. Does this timeframe align with your schedule?

a. The soonest available date would be on XX/XX/XX. Which one do you prefer on the following time slot:

8AM-12:00PM

12:00PM-4:00PM

4:00PM- 8:00PM

BUSINESS ACCOUNT: Please call our Virgin Media Business Department at 0808 115 8559 from Monday to Friday, 9 AM to 6 PM.

NETFLIX UPGRADE:

I appreciate you telling me that, XX. We offer Netflix’s standard plan with Ads alongside the bundle so that you don’t have the inconvenience of paying to separate direct debits. We recommend to upgrade your subscription if you don't want to have Netflix with Ads. A general Basic plan without ads costs £7.99/month which allows viewers to watch on one device at a time in standard definition and you’ll be able to upgrade it to Premium if you wish to watch on multiple devices in HD. The standard subscription is £10.99/month which viewers can watch in HD and on two devices at a time. If you’d like to watch on more devices at a time, it’ll be best to subscribe to £17.99/month Premium Subscription that allows 4 devices at a time in Ultra HD. You can do this via the Netflix app or My VM account. There you'll be able to upgrade your plan features, and any additional cost towards the higher plan will be added to your VM Bill. Does this answer your question?

CHANGE OF MEMORABLE WORD:

Great! Let's now update your password. Please refer to the rubrics for your new password:

• Must be at least 6 characters long

• Between 6-15 characters

• Must contain at least 1 number

• Only numbers and letters

• Must not contain default words

• Double check the spelling

• Must be no special characters

Kindly send it here.

NOT RECEIVING MESSAGES:

It seems that there’s a delay in sending/receiving messages. This issue has been raised to our Network team and will be resolved the soonest. May I ask if you have received my response?

SMS IN MANDATORIES:

Agent spiel (if chat box is still open)

Hi xx, as discussed thru SMS, you said yes in completing the order and have signed the pre contract documentation. Let me process your new package.

(Send mandatories and all until closing)

COLLECTIONS:

I highly suggest contacting our collection department who can offer you further supporting in paying your Virgin media bills and managing your account. You can get in touch with our Collections team on 08000522620 from any phone. Our team's available from Monday to Friday 8AM to 8PM and on Saturday from 8AM to 6PM. For the meantime, would there be anything else I can assist you with?

IRELAND:

Thank you for confirming that. If your concerns are related to Virgin Media in Ireland, we would kindly refer you to their dedicated support channels. You can reach Virgin Media Ireland by calling their hotline at 0035312458000 or visiting their website at www.virginmedia.ie.

We want to ensure that you receive the best possible support for your concerns, and Virgin Media Ireland's dedicated team of representatives will be happy to assist you. Thank you for choosing Virgin Media, and we hope you have a great day.

VM EMAIL FOR CUSTOMERS:

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?

MOVERS SCRIPT: Thanks for confirming. To get you to the support you need in cancelling your service. Kindly contact our dedicated team through 0345-454-1097 or 0345-141-0111. Please select Option 1, Option 4 then Option 3 (Moving house and keeping the services) or Option 4 (Moving house and cancel the services. That's the best place for you to get help on this and the team will talk you through it all 👍 In the meantime, would there be anything else I can assist you with aside from this?

TAKING NEW CUSTOMER'S DEAL: Thanks for confirming. I understand what you are trying to suggest however we do not recommend cancelling your services to get the new customer's deal. Just to set proper expectations that it will take several months to be considered as a new customer in Virgin Media since we need to wait until your services has been fully disconnected, wait to return your equipment and another wait for 45 days in case that you will need to receive a refund from your final bill.

Hence, we are encouraging our customers to take a new contract at a lower cost instead of cancelling their services and take a new deal from online. What do you think?

PIC CUSTOMERS:

As I can see here, you would like to cancel your install. To cancel your newly ordered package/deal, 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.

That's the best place for you to get help on this and the team will talk you through it all. In the meantime, would there be anything else I can assist you with aside from this?

MOVERS SCRIPT FOR NON APPLICATION OF SUPPRESION OF CONTRACT I really appreciate your patience towards this. Upon checking here, you have moved out. But unfortunately, since you have moved out, the contract starts to a new 18-month since it took over your new account. What I can do here is that I can submit a form for us to update your current contract to your current one which is on your previous address that is already expired. Typically, discounts and promotional offers appears on your account once you are out of contract. That is why I am submitting a form for us to update your contract to your new address. This will be updated in 7 days. You may just chat us back and we'll be happy to give you a promotional offer that suits your budgets and needs.

VOE CALL BACK SCRIPT Thank you for waiting. It appears that we are having an issue completing your O2 sim. Let me submit a request form and one of our backend team will call you back after 24 hours to process and complete the order. Please stay connected whilst I submit the request.

Thanks for waiting! We have submitted the form and call back will be within 24 hours or the next working day from our O2 team to process the SIM for you. Kindly look out for a call from an 0330, O2 Number. Let me no process your Virgin Media service.

NBSP Thanks for asking, NBSP (Non-breaking space) is a system error. No worries as we’re currently working on having this fixed asap. Going back on xxx…..

O2 TARIFF No worries! Here's a handy guide to help you check your O2 tariff. Just simply go to you “My O2” online account via app or website. Please select the "my account tab" and click the drop-down arrow to see the account(s) after you have successfully accessed your online account. If you have multiple accounts, it's easy to switch between them to check each of the plans. Nevertheless, I will remain on our chat and kindly notify me when you have the tariff plan in hand. Please don't hesitate to ask me questions if you have any, all good?

IRELAND:

Hi XXX can you please help me verify if your address is located at Ireland? “

Yes - Due to limited scope I am unable to assist you further with your request. Allow me to provide our Ireland Customer service number for further assistance 00 353 1 245 8000.

LEAVE NOTES:

In order for me to help you better, I will also leave some notes on the account saying that you are following up this request. All good with that?

CX CHANGE HIS/HER MIND:

I understand that. Just so you know, the prices and package here in Virgin Media varies from time to time. Hence, let me provide a suggestion for you. We can process this new contract on your account today and schedule the activation a week or two from today. In that way, we are able to secure the price and package on your account and not to worry about the changes in the future. In case you want to amend anything on this new contract, feel free to reach us out and we will assist you on that since the activation of this new contract was scheduled based on your preference.

No pressure, XXX. I just want to help you regarding this and secure the deal I was offered above since it was exclusive on your account from today. Please let me know what you would like to do next, thank you!

NETFLIX:

Unfortunately, we do not have the option to tailor a package for Netflix Standard. If you wish to continue with the ad-free version, you can add it separately via the Virgin Media online page. You can also visit the webpage for more information https://www.virginmedia.com/help/change-package. Please feel free to reach out if you have any questions.

MAINTAIN PACKAGE:

After examining your account, we have noticed that you are currently enjoying significant savings with your package. Given the remaining months and days on your contract, we highly recommend that you maintain your current package to take full advantage of these discounts. Changing your package at this point could lead to an increase in your monthly service charges. While I would like to assist you further with your concerns today, the discounts currently applied to your account are still active, and any new offers may not provide substantial savings. I apologize for not being able to offer more help today, as we can only apply the maximum discounts for the next 24 months. Typically, new offers and promotions are available either a month before your contract ends or shortly after it expires, ensuring you receive the best value for your subscription.

PRICE INCREASE EVERY YEAR:

New and re-contracting Virgin Media broadband customers will receive a flat price increase each year, effective in April 2026, of £4 a month – equivalent to less than 12p a day.

CX WANTS TO REMOVE O2 SIM:

I understand your perspective. Just to give you an idea, in order for your account to have this package for only £XXX per month, an O2 SIM is essentially needed and the cheapest O2 SIM we have here is £5 a month. Additionally, taking off the sim removes those extras such as speed boost and perks like O2 priority. No worries, it's completely fine if you don't use the O2 SIM. Simply keep it in to take advantage of the best price. The total cost is £XXX per month for both 24 months contracts. What do you think?

30-DAYS ROLLING CONTRACT:

The idea behind a rolling contract is simple: rather than binding the parties for a long and fixed period of time, the contract simply “rolls over” after each billing cycle. For example: Monthly rolling contract: The contract is automatically renewed each month unless either side gives 30 days' notice to end it.