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Opening: Hi there, this is ednalyn_ of Virgin Media Retentions. May I know your full name please? Perfect! Can I call you by your first name? Great! Am I speaking with the account holder?   DPA if already passed: Amazing! Thank you for going through our automated system as I can see that you have passed our security questions.

can i have updated number and email address?

    DPA if not yet passed: Brilliant! Before we proceed, I will need to confirm some security details for me to have full access on your account. From your memorable word, can I have the xth character please? Thanks. How about the xth character? Noted on that and the xth character please?   If correct: Perfect! While waiting for your account to load. Can I have your updated contact number and email address?   If incorrect: It seems like few characters are not matching with what we have, would you like to try again?   If still incorrect: Ask security questions. 1 correct for General and 2 correct for Financial. General Question:

  1. what email eldress registered on your account?

2)what mobile number registered on your account?

3)what your package supcription? 

Financial Question: 

  1. what was your last bill value? 

2)when was your last bill due date

3)what was your last 4 digits of banking acc no:

  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? Thanks. Can I have your updated contact number and email address?   After DPA: ok how are you and  How can I help? (AER) sample : Sample same scenario: want to cancel due to competitive offer from anther provider? or the contract is end . fault problem connection unstable droping cutting out speed lower an promised for broadband , tv pictures freeze, buffers,pixelates ,box slow, for landline, no dial, dead line noise, cracking.

AER sample :

A: Thank you for letting us know youre concern about.......... Considering cancelling because of better offer elswere........... .

E; i fully understand everyone wants a great value and reliable service.

Resolve /retrain: rest assured you will get a much steadier consistent connection you can truly relay on every day Once again im ednalyn happy to assist you.

Resolve /retrain choose here :

=========================================================ABOUT CONTRACT END HIGH BILL

the bill is increased because the contract is end.

sample aer check icoms : VS- active service, CT, contracct endate or current term, 57 ledger- show old and new monthly rate and ccor wo for changes or pending block.

A: thank you for telling us about the concern abaout your bill went up and your internet is intermitent...as i can see here in your account your fixed price agreement expired. promotional rates end with the contract term. Resolve: dont worry i will help you resolve this we can right now , we loook in a new great rate fixed term and new get back clear affordable pricing.

Closing: one again I'm ednalyn I'm happy to assist with your concern.

==============≠========================================= COMPLAINT RAISE:

No worries I will raise that case for you, How would you like to receive an update regarding this case? Would you like it via email, call, or post? (THEN: get his updated email or mobile number) Okay, may I have your updated contact number and email address please? If they ask why, " for us to easily contact you regarding this matter"

Let me just confirm with you that your complaint is about the__. So, your reference number is _e.g=C-12345678. =ok I've already logged your case (NAME OF THE COSTUMER) Again, I'm Ednalyn of virgin media retentions and I'm ready to help you.

====≠==================================================== FAULTS ISSUES ; moving forward mr or ms......can you check the cables if they are connected properly to you hub.? can you describe what color showing in your wifi hub?

ITO NA ANG DESCRIPTION ABOUT SA FAULTS PROBLEM SA HUB WIFI What does a solid red light on the Hub 5 mean? This might mean that there’s an issue with the cable connections or that the Hub is too hot.

Try these steps to fix things:

1)Switch the Hub’s power supply off at the wall 2)Make sure the Hub is placed out in the open with its vents uncovered, upright, and away from heat sources 3)Make sure all cables coming into and out of the Hub aren’t damaged and are pushed in firmly 4)Leave the Hub for 15 minutes to cool down 5)Finally, switch the Hub back on again and let it start up for 5-10 minutes

When it’s finished starting up, you’ll see the power light turn from flashing white to solid white.

If the Hub is still showing a red light after that, and isn’t warm to the touch, try resetting the Hub to restore it back to its factory settings. To do this just press the Hub’s pinhole factory reset button for 10 seconds with the tip of a pen, and leave it for 5-10 minutes to start up. You should see a solid white power light once it’s up and running.

  1. solid white light #What does a solid white light on the Hub 5 mean? If you see this it means everything is okay. This is what you’ll see when the Hub’s working normally. What does a flashing white light on the Hub 5 mean? This means the Hub is booting up. Wait at least 5 minutes for it to finish. In the meantime, check that all the cables coming into and out of the Hub are pushed in firmly.

  2. flashing red light What does a flashing red light on the Hub 5 mean? This might that the Hub has finished starting up, but hasn’t been able to register on the Virgin Media network.

The best thing to do is to reboot the Hub:

1)Switch the Hub’s power supply off at the wall 2)Make sure all cables coming into and out of the Hub aren’t damaged and are pushed in firmly 3)Switch the power back on again and let the Hub start up for 5-10 minutes

When it’s finished starting up, you’ll see the power light turn from flashing white to solid white.

If the Hub is still showing a red flashing light after that, try resetting the Hub to restore it back to its factory settings. To do this just press the Hub’s pinhole factory reset button for 10 seconds with the tip of a pen, and leave it for 5-10 minutes to start up. You should see a solid white power light once it’s up and running.

  1. green light on hub What does a solid green light on the Hub 5 mean? This means the Hub is in modem mode and won’t be sharing Wi-Fi. If you’ve put the Hub into modem mode yourself, you’ll probably be using your own router alongside the Hub.

You can take the Hub back out of modem mode manually, or you can do it by resetting the Hub – just press the pinhole factory reset button for 10 seconds with the tip of a pen and leave it for 5–10 minutes to start up. When it’s finished, you’ll see the light turn white. What does a flashing green light on the Hub 5 mean? If the Hub flashes green slowly it means it’s downloading a software update. The Hub will take a few minutes to reboot once it’s finished downloading it.

  1. blue light on hub What does a solid blue light on the Hub 5 mean? When you push the WPS button on the back of the Hub the light will flash blue slowly for 2 minutes. Then once a WPS connection is successful the light will turn solid blue for 20 seconds. If it flashes blue rapidly it means the WPS connection was unsuccessful, and you should try again.

What does a flashing blue light on the Hub 5 mean?When you push the WPS button on the back of the Hub the light will flash blue slowly for 2 minutes. Then once a WPS connection is successful the light will turn solid blue for 20 seconds.

If it flashes blue rapidly it means the WPS connection was unsuccessful, and you should try again.

  1. no light on hub What does it mean when there’s no light on the Hub 5?This means the Hub is off. Make sure that the Hub’s power supply is firmly connected to the wall and back of the Hub, the socket at the wall is switched on, and that the Hub’s power button is switched to the ‘on’ position. Once the power is on it can take 5–10 minutes for the Hub to start up. When it’s finished you’ll see the light turn white.ok

JAMES SCOTT

Ok LET ME FIRST REVIEW YOUR ACCOUNT FOR A QUICK Package review: As I can see here, you have M125 for Broadband, __MIXIT __ for TV and WEEKEND CAHTTER for landline and you are paying £.95.... for it.

VOQ: I will ask you few questions for us to have the best value and options for your services.

Probing)

BB 2 questions

  1. how many devices are connected in your BB at any one time?
2)how do you and your household use your BB?
  1. Is there someone work from home?

TV 2 questions

  1. what genre do you and your HH enjoy? 2.how many tv's do you have in your house?
  2. what are the channels or program you don't want to miss?

LL 2 questions

  1. Do you usually make calls internationally?
  2. Where do most of your callers usually reside?

ok thank u plss a miniute or 2 for me create a best bundle suited in youre need. Is that ok?

=============================≠========================== WITHOUT LANDLINE: I HIGHLY RECOMMEND THAT YOU SHOULD AVAIL FOR US TO GIVE YOU A BETTER VALVUE SERVICES. I'll put you on hold for a minute or two so I can build the best bundle for you, is that okay?

Presentation: Thank you for your patience of waiting. I have here ( Big combo bundle) which I think will best suit your needs. In your broadband i have M250 since you mentioned earlier that.... , this is will accomodate your.device..... And give you 273 mbps this is best for straming and perfect for your household needs. . For your TV,i have mix it I which will accommodate_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 and for your Landline_i have anytime chatter...........

ROADBAND 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

-Gig, 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

-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, it's our cheapest option Which is perfect for you since you only use your tv as background noise and it's our cheapest option

-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

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. What that means yiu can call your family and friends anytine anywere you want.

makes your telephone bill cheaper with a better service that allows you to call anytime

As for the landline I suggest for you to 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 €---60- a month with a 24-month contract, so let me know what you think?

====================================================== CLOSING: ALL IN ALL, this is _60__pounce and ____pence in a month for 24 months contracts====LET'S SIGN YOU UP? Let me know what you think.

what to say if the costumer says: that's a good offer but I need to tell my wife first, I'll call u back.

Great to hear that you love the offer i understand that it is important too to let your wife know before you decide. but if you call back or if I call you back SOON, the discount might not be available anymore since the discount varies from time to time. THE BEST THING TO DO NOW IS TO ACCEPT THE OFFER AND FOR SURE, YOUR WIFE WILL ALSO LOVE IT SINCE YOU YOURSELF LOVED\liked OUR OFFER.

STILL UNCONVINCED=14 days cooling of period

=actually, you have 14 days cooling off period, to try and test our services, and I guarantee you that you would really like it. okay?

If declined, Objection handling first before changing the package. I complete understand that _ =Well then let me give you some more information regarding your package so that it will be easier for you to decide =ok let me see what I can do for you …. so, this all I got based on our package.

================================================================== IF ACCEPTED If accepted, Click Accepted in Discover and read everything on the box. Check the small check boxes. 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 £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?

Getting the 1st “yes”: I have sent the documents on the email address and contact number on file; can you please confirm if you have received them? If customer said yes (2nd “yes”): Great! Are you happy to proceed?

TO SUM IT UP……… Mandatories What was changed on the account? I have changed \ upgraded your broadband on the account\ I kept your Broadband What was removed or added? I have added This package will take effect on ____(Date) 29th of August 2026 This is for £(60) for a 24-months contract. Check PP screen. If there is, You have a pending payment of £(price) due on __(date) Check BE screen. After that you will have £(price) due on _95__28 of august 2026 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?

FOR COMPLAINT ISSUE:

since we resolve the case on may I ask if are you happy to close the case or keep it open on your behalf?

costumer is not satisfied or unhappy -Okay, be reminded that you should be open or active 24 or 48 hours for us to keep you updated, ok? THANK YOU

#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 I would really appreciate your feedback. Thank you for choosing VirginMedia again my name is ___(Your Name) and have a wonderful 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) 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? 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 ___(Your Name) and have a great day!