Additional Scripts

NETFLIX

Your current plan on your Netflix is for Premium and the package that I've offer is for Netflix Standard with ads. Unfortunately we don't have an option to upgrade it on our end. If you wish to upgrade your Netflix plan 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.

I honestly and sincerely apologize for the confusion regarding your Netflix subscription. However, due to recent changes with our partnership with Netflix and its available subscription services in our catalogue, we now offer Netflix Standard with ads by default when a customer would like to purchase a bundle with Netflix services included. Not to worry, XX. The cost of the package that we have talked about earlier will stay the same for £XX only and if ever you would like to upgrade to Netflix Premium, you can reach out to our Customer Care team and they will gladly help you upgrade to the Premium tier of Netflix, you can also upgrade to Netflix Premium by yourself through the Netflix App. Would you like to proceed with the package?

CX ASKING FOR MANAGER

I apologize for the lack of resolution. My manager is unavailable but will contact you soon. They will be informed of our discussion. If needed, alternate dispute resolution is available. A manager will message you shortly.

MOVING TO ANOTHER PROVIDER

It's understandable that other provider offering better deals and we cannot express an opinion on our competitors, but please ensure you have fully researched comparative speeds and performance before making a final decision.

We will respect what might be your final decision, XXX but it will actually much better if you will have a deal first or have set up an account before you continue with a disconnection as changing provider can be hassle sometimes and we don’t want to leave you without a service. You can still shop around and check for other deals and compare if you would like and make up your final decision after. How would you like us to proceed?

WHERE TO FIND 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.

HOMEWORKS Within your package we can provide you with a great product called Homework's, the benefits of this product is...

1. Next Day Priority Service - If things stop working give us a call and we will aim to have things back up and running FAST- if you need an engineer one will be sent the next day.
2. Your own IT team - You’ll always have a team of IT experts available day or night. These will be you IT experts for gadget rescue as well!
3. Protect your business - don’t let a virus damage everything you have worked for.
4. Secure® SAFE - help protect against viruses. One less thing to remember it generates encrypted secure passwords and remembers them for you

** CX ADAMANT TO CANCEL** Upon checking your account, we’ve noticed that you are currently getting significant savings with your package. 😊 Considering the 6 months and 1 day left on your contract, we highly recommend keeping your current package as is so you can take full advantage of the discounts. Do you want to continue to cancel your services or shall we leave it as is?

If you wish to cancel now, you'll be subjected to an early termination fee of £40.33, considering the 2 months and 13 days left on your contract. I highly suggest you contact us back 60-30 days before your contract ends to see available deals on your account or to avoid early termination fee.

NO DISCOUNTS LEFT Please know that as much as I've loved to, I want to apologize that I cannot offer you the price that you are looking for. Just to let you know, the discounts in our system are default and system generated depends on the account and bundle. If the discount on the system can be done by us, I am more than happy to give you that. As I have checked here in your account that this is the best price that I can offer to you. I already maximized the discount that we can possibly apply. Rest assured that I provided you the best deal that you can have as a reward of your loyalty with us. Could you please confirm how do you wish to proceed?

NEW CUST I understand why this can be frustrating seeing great deals for new customers, however let me explain the reason why we are unable to offer these deals to our existing customers. When a new customer joins the business, they will always be entitled to a welcome discount, just like the one you’ve seen on the website offering now. However, once this discount expires, we’re unable to offer that same discount as it is very rich in value. But the great news is we still offer our existing customers discounted prices off the full cost giving them great value.

The offers you are currently observing are promotional deals specifically designed for customers who are joining Virgin Media for the first time. Typically, all service providers present introductory offers, and once the promotional period ends, customers will be subject to the standard rates applicable to all existing customers. It is important to recall that when you first began your journey with Virgin Media, you had the opportunity to benefit from our new customer promotions.

CX WANTS TO CANCEL It's understandable that other provider offering better deals and we cannot express an opinion on our competitors, but please ensure you have fully researched comparative speeds and performance before making a final decision.

We will respect what might be your final decision, XXX but it will actually much better if you will have a deal first or have set up an account before you continue with a disconnection as changing provider can be hassle sometimes and we don’t want to leave you without a service. You can still shop around and check for other deals and compare if you would like and make up your final decision after. How would you like us to proceed?

PANG-UTO On behalf of Virgin Media, we apologize for the inconvenience on the time you spent having your issue resolved. Nonetheless, I appreciate your time working with me today. 🙂 Rest assured that continuous improvement will be implemented to provide better customer experience in the future. Stay safe always!

Thank you so much for understanding. I appreciate your time working with me today. 🙂 We value your feedback, again my name is Mary, please take a moment to complete our survey based on how I assisted you today. Take care Ryan. 👋

It’s been lovely speaking with you today, look after yourself and stay safe. Thank you for your time. We value your feedback, again my name is Mary, please take a moment to complete our survey based on how I assisted you today. Take care Benn. 👋

MOVING CUSTOMERS I completely understand that you may not have a definitive date for your move-out. However, we would greatly appreciate it if you could provide at least an estimated timeframe, as this would enable us to offer appropriate assistance. Given that you indicated the move is planned for the next few months, does this imply that it will occur more than 60 days from today?

CX RESCHEDULE OTS As you are following the One Touch Switch process to cancel your services, we won't be able to reschedule your disconnection today. Your disconnection with us is contingent upon your services being successfully installed with your new provider. So, if you wish for your disconnection to be rescheduled, I would ask you to speak with your new provider to delay your installation with them. Once you have done this, there is no need for you to call us back, because as soon as you’re installed with your new provider, your services with Virgin Media will disconnect.

PANG UTO

We apologize for the frustration and inconvenience this issue has caused. Please be assure that we have taken the steps of feeding this whole situation back to our management team to highlight your disappointment and the problems you have experienced to learn from this situation and to avoid this from happening again in the future.

VOE error/callback 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.

Setting of expectation: 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.

It shows here that we have received your request, and we are waiting for your gaining provider to notify us that your services have been installed so we can disconnect it on our end. I'll be filing a feedback form so this can be raised. Once we have been notified, you will receive an email confirmation with the updated final bill/refund. All clear with this?

Nothing to worry about I'll book a 30 day disconnection order on your account and once your new provider confirmed to us that your services is installed, your Virgin Media services will cease. Your notice period will be in line with your install date and there will be no overlap of services, or bills and you’ll only be charged for any services that we’ve provided you with. All clear with this?

CX CAN'T RECEIVED MESSAGE

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?

ADD ON CHANNELS If you want to add-ons channels you can add this on our "My Virgin Media app" To avail more channels like you mention I suggest visiting our app.

IRELAND CX Upon checking on your post code, it seems here you are residing in Ireland and you have reached Virgin Media UK. For further help on your query, please try this link: https ://www.virginmedia.ie/contact/ Here is the number from our Virgin Media Hotline from Ireland: 3531800940070. You can use this number to speak with our advisor to proceed with your concerns.

O2 FABS We have O2 sim available.

• O2 2Gb boosted 4GB SIM data allowance, unlimited text and unlimited calls to mobile Get 1-month free Disney+ O2 Travel Inclusive Zone so you can roam in 75 destinations. £5.00.

• O2 3GBboosted 6GB SIM data allowance, unlimited text and unlimited calls to mobile Get 3-month free Disney+O2 Travel Inclusive Zone so you can roam in 75 destinations. £6

• O2 5Gb boosted 10GB data allowance, unlimited text and unlimited calls to mobile Get 3 months free Extra (Choose one from Cafeyn, McAfee, Audible Amazon Music Unlimited and Disney+) O2 Travel Inclusive Zone so you can roam in 75 destinations. £10

•O2 15Gb boosted 30GB data allowance, unlimited text and unlimited calls to mobile Get 3 months free Extra (Choose one from Cafeyn, McAfee, Audible Amazon Music Unlimited and Disney+) O2 Travel Inclusive Zone so you can roam in 75 destinations. £15

• O2 50Gb boosted 100Gb SIM data allowance, unlimited calls to mobile and unlimited text Get 6 months free Extra (Choose one from Cafeyn, McAfee, Audible Amazon Music Unlimited and Disney+) O2 Travel Inclusive Zone so you can roam in 75 destinations. £18.

• O2 250Gb boosted Unlimited Data SIM allowance, unlimited text and unlimited calls to mobile Get 12 months free Extra (Choose one from Cafeyn, McAfee, Audible Amazon Music Unlimited and Disney+) O2 Travel Inclusive Zone so you can roam in 75 destinations get up to £150 off an O2 Custom Plan for £20.

FOR BUSINESS ACCOUNT CX

As a valued Business Customer, we regret to inform you that we are unable to provide support through this messenger service.

Nevertheless, please rest assured that one of my colleagues from the Business Customer service team can assist you at 0800 052 0800.

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

** CX ASK ABOUT THE DOUBLE DATA OF O2 SIM** For you to get the double data of your O2 SIM and Volt benefits, all you need to do is login into your account online at www.accounts.o2.co.uk/signin or via the MyO2 app.

From there all you need to do is click Enroll for benefits, to ensure you are eligible for benefits your O2 address must match the address of your Virgin Media account. You can do this online also on the MyO2 app or the website.

If you need to sign up for a MyO2 account, you can also do this online by visiting www.accounts.o2.co.uk/register. Registering is really easy all you need to do is enter your mobile number to be send a code and follow the instructions from there.

Once you have enrolled your benefits will be applied in 7 working days. If you have to update your O2 account address, it can take up to 14 days for the benefits to be applied to your account.