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ShareShare Focus on Content Edit Item Version History Shared With Delete Item Manage Alert Me Actions Home Notebook Converge - Universal Metrics Information Data Messaging Unusual Scenarios Disconnection Avoidance Tracker Canned Responses Center (CRC) KNOWLEDGE BASE/SALES MEMOs REPORTS Recent Title CRC 2023 Expires Body 97427-logo-chat-png-file-hd.jpeg MENU * OHT * BUNDLE IMAGES *EBB SCRIPTS *MANUAL FAB ANYTHING ABOUT OTS PIC PDC - PIC CHAT FLOW - STAGE CODES - PIC CANCEL CODES PIC CRC V2 TECH LEADS OHT BACK UP (CLICK ME) - PIC FAQs - PIC FOLDER - ORDER LINKS & CODES ESENDEX/SMS GUIDE ICOMS NEXUS VOE Black Friday Deal OPENING INTRO 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. 👍 No name Hello! May I please have your name? 😀 BOT Summary Hi XXX. Thanks for getting in touch, just give me a few minutes to look at your query. 👍 Checkout (only use this if the customer is already decided or is 1 click away to place the deal) Hi XX! I can see that you're already on our checkout page. How can I help you in completing your order? 😀 Disconnected Hello XXX! Hope you're doing well. I can see here that you've chatted with one of my colleagues. Just give me a minute while I review the past conversation and then we can pick up again from where we left off. I'm glad we are connected again!​ Let's pick up from where we left off. 👌 Affiliate Hello XXX! 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? Essential broadband Hey X. I've got all your details and will process your order for you. Please bear with me, I'll have this done ASAP. 👍 Temp check for name Would it be okay to address you by your first name? 😊 If BOT didn't ask for the number. NONSALE LEAD QUESTION 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. HIGHLIGHTING OFFERS PLEASE USE after presentation (please make sure the deal includes the promotion below) SWITCHING CREDITS ​ To be used in presentation or during switching Good news! When you switch to Virgin Media, you'll be eligible to claim up to £250 bill credit if you pay an early cancellation fee to leave your current provider! How? Use our One Touch Switch service in the checkout for a fast and easy switch - it takes less than a minute! ​ Once you've placed your order, we'll be in touch with how to claim your switching credit How to claim credits Once you've placed your order, we'll be in touch by email with the next steps. You'll need your final bill from your previous provider and your new Virgin Media account number. We'll let you know where to email these to, and once we've confirmed your eligibility, we'll credit your Virgin Media account within 28 days. You can claim your switching credit within 60 days of your Virgin Media services being activated. When will I get my switching credit? Once we've received your final bill from your previous provider and confirmed your eligibility, we'll credit your account within 28 days. You can claim your switching credit within 60 days of your Virgin Media services being activated. No switching credit will be applied to your account in the first 14 days of your service. Why do you need the copy of my final bill? We need a copy of your final bill to confirm the amount of any early termination fees you've paid to your previous provider. Your final bill should not be older than 30 days from the date you placed your Virgin Media order. Your account credit will be calculated based on the value of the early termination fees that you paid to your previous provider up to £250 (whichever is lower). Can I use my switching credits to pay off my early termination fee with my current provider? Great news! When you switch to Virgin Media, we'll apply your switching credit directly to your Virgin Media account as a bill credit. This helps make your transition smoother. Just a quick note: you'll still need to settle any final bill from your previous provider, including any early termination fees they may charge. If your previous provider doesn't apply an early termination fee, then the switching credit won't be applicable—but you'll still enjoy all the benefits of your new Virgin Media service! BRIDGING/ACKNOWLEDGMENT Standard Happy to help! 😊 For Danni Sure! I'll be glad to help you check the deals! I'm just going to give you some choices to help us get the best offer, please select your preferred choice. 😊 More than happy to assist you today! 😊 Thanks for letting us know. Let's find the best solution for you!😊 For Danni (XGS-PON) Sure! I'm just going to give you some choices to help us get the best offer, please select broadband only. 😊 Thanks for sharing. Do you have any questions regarding this offer? Happy to help! Let's work together to find the right package for you. 😊 Multiple Questions Those are good questions. Let me answer them one at a time. 😊 PROBING ARPU Upsell - By the way, we’ve got some fantastic TV deals available right now! Would you be interested in checking them out? I’d love to help you find something that fits your needs and adds even more value to your package! BRIDGING | NO SPECIFIC SERVICE YET Let's work together to find the right package for you. By the way, we’ve got some fantastic TV deals available right now! Would you be interested in checking them out? I’d love to help you find something that fits your needs and adds even more value to your package! 😀 OPENING DANNI I'm just going to give you some choices to help us get the best offer, please select your preferred choice. 😀 BROADBAND How do you normally use your broadband? Is it like for streaming, gaming or general browsing etc. TV CHANNELS Thanks! Are there any specific channels you're interested in? For example sports movies, kids, documentaries etc. SPORTS: You mentioned sports channels, would that be Sky Sports, TNT Sports, or just general sports channels? 📺 MOVIES: You mentioned movie channels, would that be Sky Cinema or just the regular film channels? 🎬 LANDLINE Got it! Our Anytime Chatter home phone plan is the entry level package we have! Would you need anything extra included? 📞 Essential Plans TN : We do not proactively offer Essential plans. Scripts are to be sent only if the customer asked about it Perfect! As you're interested with our Essential plans for mobile, kindly visit this link o2.co.uk/essential-plan. Is there anything else I can help you with? O2 SIM Thanks. We also have exclusive SIM bundle deals with O2. So may I know are you currently with O2? LANDLINE I understand but I'd strongly recommend adding our free weekends chatter landline package to make the bundle cheaper.️​ ​Shall we add it? No worries, it's completely fine if you don't use the landline. Simply keep it in to take advantage of the best price, all good? We’ve got cheaper offers available if you add a landline, sounds good? ️ No worries, it's completely fine if you don't use the landline. Simply keep it in to take advantage of the best price, all good? Why is bundle cheaper? / more expensive for less We recommend our bundles to get the best savings, basically the more services that you take the bigger the discount. DO I NEED TO HAVE PHONE LINE TO HAVE BROADBAND WITH YOU? At Virgin Media, we don’t need to run your broadband through a landline. We deliver our broadband via a dedicated fibre cable, so there’s no need for a phone line when installing our broadband. Sounds good? 😀 FIND ADDRESS May I please have your postcode and flat or house number? 🏠 QUICKSTART / SELF-INSTALLATION/ SELF INSTALLATION Good news! Your address can get all of our services 🥳 and it looks like you can benefit from our self-install home pack meaning there's no need for an engineer! ENGINEER INSTALLATION Good news! Your address can get all of our services 🥳 and it looks like you will need engineer visit.​ Can't see Note : Please follow unresponsive accordingly. It appears there might be a delay in sending and receiving messages. Our Network team has been informed and is working to resolve the issue as quickly as possible. Could you please confirm if you have received my response? Website is set to "broadband" filter by default. Please send this for triple services and broadband and SIM deals. Perfect! To start, please click the " Broadband, TV & phone" / Broadband & SIM From there, please select the package " Insert package cx agreed into" and enter your postcode and door number (if asked) Provide Script for Promo Code right after For Broadband only From our webpage, please select the package " Insert package cx agreed into" and enter your postcode and door number (if asked) Promo Code instruction Once you're in Your Basket page, please scroll down and you will see a link "Add a promotion code". Please click that and enter this code 355F4ZX/505F4ZX. Then hit "Add promotion code". Please make sure to apply the promo code before you click "Continue". PRESENTATION PRESENTATION NUDGE Appreciate you answering all those questions. Here’s what I got XXX. Customers with similar needs like yours usually go for XX, as it offers such great value. 😃 (Send fabbing) BLACK FRIDAY NUDGE!! USE BELOW SCRIPT! ​Appreciate you answering all those questions. Here’s what I got. As part of our Black Friday, customers with similar needs like yours usually go for xx, as it offers ZERO COST on the first 3 months. BUNDLE COST This is for only £XX/mo. with 24 months contract and a one-time activation fee of £9.99. Then X a month from April 2027. BUNDLE COST W/ NO SETUP This is for only £XX/month with 24 months contract and a set-up fee at no cost. Increasing annually by £4 every April. REGULAR Or for only £XXX extra per week you can get our Supercharged package, we'll boost your broadband speed from XXXmbps up to XXXmbps with a XGB data O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £XXX per month. Increasing to £XXX a month from April 2027. Increasing to £XXX a month from April 2028. Which do you prefer? REGULAR - UNLIMITED DATA Or for only £x extra per week you can get our Supercharged package, we'll boost your broadband speed from XXmbps up to XXmbps with unlimited data O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £xx with 24 months contract. Then X a month from April 2027. Which do you prefer? PACKAGE IN MIND Since you’ve mentioned that you’re looking to get our which is popular with customers like yourself. This includes (send fabbing) EXISTING O2 Since you mentioned that you're already with O2, we'll boost your broadband speed from XX Mbps to XX Mbps and double the mobile data on every eligible O2 SIM in your name. PACKAGE THAT INCLUDES NETFLIX We've recently included Netflix Standard with Ads in our bundles to give our customers more entertainment. It's the same price with or without netflix so we recommend taking full advantage! ​BF/Black Friday Presentation 3m FREE ​Regular ​This is for only £0/month for the first 3 months then £XX for the remaining months of your 24 month contract with set-up fee at no cost. Increasing annually by £4 every April. ​O2 Volt ​ Or for only £x extra per week you can get our Supercharged package, we'll boost your broadband speed from XXmbps up to XXmbps with a XXGB data O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £0 per month for the first 3 months then £XX for the remaining months of your 24 month contract with set-up fee at no cost. Increasing annually by £6.5 every April. Which do you prefer? VOLT PRESENTATION SOLUS M500 VOLT Or for only £0.87 extra per week you can get our Supercharged package, we'll boost your broadband speed from 362mbps up to 516mbps with a 10GB data O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £41.99 per month. Which do you prefer? GIG1 VOLT (same speed) Or I understand that you may not need the sim, but with our Supercharged package, we'll include an O2 sim packed with 10GB data and unlimited calls and texts.⚡ Also, take advantage of our O2 Travel Inclusive Zone and Tech Treats such as Wi-Fi booster pods! All for only £47.99/month. Which do you prefer? 😀 DUALS M250 VOLT Or for only £3 extra per week you can get our Supercharged package, we'll boost your broadband speed from 132mbps up to 264mbps with a 10GB data O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £46 per month. Which do you prefer? 😀 M350 VOLT Or for only £3 extra per week you can get our Supercharged package, we'll boost your broadband speed from 264mbps up to 362mbps with a 10GB data O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £52 per month. Which do you prefer, xxx? 😀 M500 VOLT Or for only £3 extra per week you can get our Supercharged package, we'll boost your broadband speed from 362mbps up to 516mbps with a 10GB data O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £58 per month. Which do you prefer, xxx? 😀 GIG1 VOLT Or for only £3 extra per week you can get our Supercharged package, we'll boost your broadband speed from 516mbps up to 1130mbps with a 10GB data O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £64 per month. Which do you prefer, xxx? 😀 VOLT OBJECTION HANDLING VOLT OBJECTION HANDLING STANDARD Before we proceed, let me just share with you the extra benefits you can get from the second option which has O2 SIM for only X/month. I mentioned the supercharged option because if for any reason you experience WiFi blackspots at home, we'll go ahead and provide you with up to 3 Wifi booster pods at no extra cost. There's also O2 Priority packed with goodies too. Please click the below to check out what's included and let me know what you think? UVB We do offer this deal without the sim included. It will be for the same price of £X/month. I can provide you with the link for this deal without the sim. Shall we proceed? 😊 The £XXX is the discounted price for this bundle with or without the SIM. It's just that with the SIM included we spread the cost across all services. I’ll be happy to share a link for the £XXX deal without the SIM, and I'll also provide you with £50 credit to help with the costs, sounds good? This is purely to demonstrate the value of adding the SIM. No worries as I said I'll provide you with the £50 credit which equates to £2.78 off each month, sounds good? NOT UVB Yes we can remove the SIM, however you will lose the discount. I recommend that you keep it and use it as back-up SIM or for emergency use. Does that make sense? VOLT OHT MANUAL No worries, I mentioned the option with SIM because when you’re with Virgin Media + O2, you get some awesome perks: Boosted broadband speeds + a WiFi guarantee with up to 3 free WiFi Pods if needed. Double mobile data on eligible O2 plans at home. O2 Travel Inclusive Zone at no extra cost An Extra from O2 (like Disney+, Amazon Prime, etc.) for 3 months, 6 months, or even your full contract, depending on your plan. Plus, Priority from O2 for exclusive deals and experiences. Let me know what you think? Multi SIM Pitch/positioning Multi SIM pitch You can grab up to three O2 SIMs when you take your Volt bundle, subject to the credit check. We’ll pack them with all the Volt perks, including double mobile data and O2 Travel Inclusive Zone. How many would you like to take? Multi-save Getting started with Multisave is easy - just sign into My O2. Then, from the main ‘My O2’ menu at the top of the page, choose ‘Multisave’ and follow the on-screen prompts. The first number you add will be your ‘lead connection’ and won’t be discounted. Every additional number you add to your group will benefit from the 20% airtime discount. To add more numbers, just repeat the steps above. All good with this? 😊 Multi SIM failed (Eligible for 1 SIM only) TN : Please prio script provided in Nexus We've processed your credit check and it looks like we can only offer you the O2 SIM included in your bundle. If customer asked why? I'm afraid the credit check result showed that you haven't met the credit requirements. You can download your Equifax report from https://www.equifax.co.uk/credit-report-score.html which will provide you with further details on the reason why, does that make sense? PLACING THE ORDER/ORDER PROCESSING ORDER PROCESS ​ Fab! I will send you the order link to get started. May I just ask what platform are you using to chat with us? (Mobile/Tablet/Desktop/Laptop) SEND THIS AFTER IF CUSTOMER CHOSE TABLE/MOBILE Since you’re using a mobile or tablet, let me take care of the process for you. I’ll just ask for some quick details so we can continue without worrying about losing our chat. ORDER PROCESS Fab! I'll send the order link and discount code to get started. May I just ask what platform are you using to chat with us? (Mobile/Tablet/Desktop/Laptop) SEND THIS AFTER IF CUSTOMER CHOSE TABLE/MOBILE Since you’re using a mobile or tablet, let me take care of the process for you. I’ll just ask for some quick details so we can continue without worrying about losing our chat. Minimize (Phone users) If this chat window pops back up, you can easily minimise it by pressing the arrow icon in the middle of the chat window. It looks like this: "ᐯ" If this chat box pops up, click the "ᐯ"(arrow down) symbol for you to be able to see the "Your Order" page. Enter your postcode and door number (if asked) to proceed to the checkout. If this chat window pops back up, you can easily minimise it by pressing the "ᐯ" arrow down at the top most part of the chat window. Brill! If this chat window pops back up, you can easily minimise it by clicking the – (minimise) symbol on the top most part of the chat window. It looks like this: "ᐯ" Minimize (TABLET users) If this chat window pops back up after you click the link, you can easily minimise it by pressing the arrow down icon. " ᐯ "​ You should see a purple circle underneath the chat box with the arrow down button in it. WHATSAPP STRING LINK &?webmessaging Adding promo code Once you're in Payment Summary page, you will see a link "Add a promotion code". Please click that and enter this code 355F4ZX/505F4ZX. Then hit "Add promotion code". Please make sure to apply the promo code before you click "Continue". Please keep our chat window open so that I could provide my assistance and if you have any questions, feel free to ask. I will stay online while you're processing and I'm happy to answer any questions about the process. I'll be more than happy to stay on the line to walk you through the process, so we can finish the order together. Kindly click this order link and enter your postcode and door number (if asked): Please stay connected until the end of the order process so that once you have the order ID, I can provide you with the next steps. It’s best that you stay connected with me until the end of the process so that I can provide you with the next steps once you‘ve got your order ID. Last step The last page will show you the order summary and you need to click on 'Place your order' and you're sorted. All good? ​​ if the customer wanted to change the date You can choose your preferred date for delivery just before you submit the order online. The last page will show you the order summary. Simply click on “change delivery date” and select your preferred date. Once done, you need to click "Place Order" to complete. All clear? STREAM Flex ​ Enjoy TV on a rolling 30-day contract. Flex offers 150+ essential channels, catch-up players and optional entertainment subscriptions that you can turn on and off every month. If you wish to add it, click on " Continue with Stream " button otherwise click on " Continue without Stream " option, all good? 😊 WHAT CONNECTION DOES STREAM BOX REQUIRE? You can plug and play the Stream directly into a TV using the HDMI port. All good with this? TOP TIPS: Customers should setup their broadband first before Stream, to ensure a smooth activation and setup MULTIPLE STREAM TV BOX It's one stream device per household at the moment but you can use our TV Go App as an alternative or we can look at our TV bundles which allows you to have multiple boxes, what do you think? 😊 TEMP CHECK Hi XX, were you able to click the order link I’ve sent? I can see here that you haven’t clicked the order link. Is everything alright? Please update me from time to time so that I would be able to check if the order went through successfully, all good? Just checking in, how things are going on your end, XXX? Great! Please take your time. I’ll just be here. All good? Don't mean to rush, but how are you getting on? I’ve not heard from you in a while, are we still connected? While I'm here, I'll be more than happy to help you in processing your order online, all good? 😃​ I can stay online while you're processing your order so I can answer any questions that might arise. ​​​​😃​ PROGRESSIVE QUESTIONS What do you think? Does that make sense? Are you happy with that? Does that answer your question? Do you have any more questions? Happy to go ahead? Is that ok? Shall we continue? HOLD SCRIPTS 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 stay online as I process your order. Are we still connected, CustName? Please bear with me whilst I check the best deal for you. I need another minute to look into this. Please bear with me. Please bear with me our systems are running a bit slow right now. Please bear with me whilst I get the best response for you. Please give me a moment while I look into this for you Just give me a second whilst I look into that. I'm just waiting for your order to generate, please stay connected xxx. ORDER PLACED Regular Congratulations on completing the order! 👏😃 Here's your order ID: X To cancel/check the status of your order/delivery/change the installation date, 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 or go to this link https://www.virginmedia.com/help/track-my-order You can manage your account through https://www.virginmedia.com/welcome/intro in the future! In the meantime, would there be anything else I can assist you with aside from this? Volt with sim Congratulations on completing the order! 👏😃 Here's your order ID: XXX We'll confirm your​ kit ​delivery date via email and O2 will send your sim within the next 7 days. Contracts, bills, and direct debits will be sent and taken separately. To cancel/check the status of your order/delivery/change the installation date, 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 or go to this link https://www.virginmedia.com/help/track-my-order You can manage your account through https://www.virginmedia.com/welcome/intro in the future! In the meantime, would there be anything else I can assist you with aside from this? Volt without sim Congratulations in completing the order! Here's your order ID: XXX We'll confirm your kit​​ delivery date via email. Contracts, bills and direct debits will be sent and taken separately. To cancel/check the status of your order/delivery/change the installation date, 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 or go to this link https://www.virginmedia.com/help/track-my-order You can manage your account through https://www.virginmedia.com/welcome/intro in the future! In the meantime, would there be anything else I can assist you with aside from this?​ ​ ​ VOLT/O2 SIM ORDER COMPLETED O2 SIM FOR 1 SIM Your order for one SIM card has now been processed, and O2 will send you a confirmation via email. Your order number is XXXXXX. Do you have any questions about anything I have covered with you today? FOR 2 SIM Your order for two SIM cards has now been processed, and O2 will send you a confirmation via email. Your order number is XXXXXX. Do you have any questions about anything I have covered with you today? FOR 3 SIM Your order for three SIM cards has now been processed, and O2 will send you a confirmation via email. Your order number is XXXXXX. Do you have any questions about anything I have covered with you today? O2 LEAD SCRIPT O2 LEAD SCRIPT Just to make you aware, as part of our joint venture with O2, we now have 2 exclusive O2 Sims available for new O2 customers. Would you be interested in finding out more details about these offers, and can I provide you with a link that gives you more information? IF THE CUSTOMER SAYS YES Great! As you're interested in the O2 option, Kindly visit this link https://www.o2.co.uk/contactus. EMAIL TRANSCRIPT / CAN I HAVE A COPY OF THIS? Awesome! As you're interested in getting the transcript of our chat, you may click the ••• found on the chat tile and click Chat Transcript which will allow you to download the entire conversation. CLOSING FOR COMPLETED SALE 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. 👋 CLOSING FOR NONSALE Thank you for your time today. Take care and bye for now! 👋 ​ BILLING FIRST BILL Your first bill will be generated 21 days after your activation date and it will be deducted from your direct debit after 7 days. All clear? WHAT WILL BE MY FIRST BILL? REGARDLESS OF CONTRACT LENGTH Your first bill will contain a partial month charge, an advance payment, and the activation fee. For the month in advance, this acts like a safety deposit for your account here in Virgin Media. Does that make sense? Your first bill includes the charge for the month you join (from the day you join) + one month in advance + set up fee. Estimated first bill is £XX (first month) + £XX (advance payment) + £35 activation fee (-£XX credit if offered) = £00. The advance payment will be used on your last bill in case you cancel on the last month. Would that be okay? CREDIT CHECK/DIRECT DEBIT UK DD We'll need a UK direct debit account to complete the order, you can wait until your account is set up or set the account up in a friend or relatives name who also lives at the same address with a UK account. You'll be able to change it to any other payment method after you receive your first bill. All clear? Direct debit is what primarily needed to complete the order. You can request to change it to any other payment method after you receive your first bill. All clear? We can still process the deal manually if you currently don't have a UK Direct Debit. There will only be a one-time £25 upfront fee to be collected today and this will be used as a deposit for your first bill. Shall we proceed? That's okay. We'll only need the account name, account number and sort code. Do you have an online banking to get these details perhaps? CHANGING OF BILL DATE DATE After your first bill is generated you can request to change your bill date. Just chat us back and select "Existing Customer" so that you can request your preferred billing date. Sounds like a plan? CREDIT CHECK You just need to answer "Yes" that you currently live there then enter at least 1 month for time spent. After entering your details, you'll be asked for your other addresses where you spent 3+ years. From there, you can enter your previous address. 👍 Let me know if that works, all clear? You just need to answer "Yes" that you currently live there then enter at least 1 month for time spent. After entering your details, you'll be asked for your other addresses where you spent 3+ years. From there, you can enter your international address. If the address doesn't have a postcode, kindly leave it blank. 👍 Let me know if that works, all clear? Uncheck the "Installation address is the same as current address" box. You then can enter the current address or previous addresses where you spent 3+ years, all good? 👍 For security purposes, the credit check report can be used to verify someone's identity, background and check their capacity to take over a service. Does that make sense? A basic credit check is completed, yes, however, the success rate is incredibly high so there's no need to worry, sounds good? 👍 It's a two-way thing... We cannot guarantee to supply you with service on the basis of this order. We are entitled to carry out a credit check on you at any time. We may search the files of credit reference agencies which may keep a record of that search. Details of how you conduct your account may also be disclosed to such agencies. 👍 CUSTOMER DOESN’T WANT TO ENTER PERSONAL DETAILS IN CHAT Your security is very important to us. You can type your details in the chat window. Once the chat ends, the information you’ve shared will be encrypted and automatically masked by our system for protection. 🔒 SECURE FORM IS NOT WORKING You can type your details into the chat window and we will arrange for them to be securely removed and deleted from the conversation. Does that make sense?​ CREDIT LIMIT Good question, CX. When you join Virgin Media, we may apply a credit limit to your account. Having a credit limit means it is easier to stay in control of what you're spending. We'll always do our best to let you know when you're near your credit limit and if you exceed it. Does that make sense? NO DIRECT DEBIT ON HAND That’s okay. We will only need the account name, account number, and sort code. Do you have online banking to get these details perhaps? NO CONTACT / MOBILE NUMBER UPON ORDERING We’ll need a UK number to complete the order. You can wait until you have a number or you may ask your friend or relative in UK to let you use their UK number for the meantime. You’ll be able to change it once you got your own number. All clear?​ ARE MY PAYMENT CARD DETAILS SAFE ONLINE? We look after your details very carefully. The card details you give us online are encrypted (scrambled) and sent to us using Transport Layer Security (TLS) technology. This is industry standard encryption technology that protects the card details whilst they are being sent over the internet. 🔒 PRICE RISE WILL I BE AFFECTED WITH THE UPCOMING PRICE RISE IF I TAKE THE DEAL NOW? If you sign up today you won't be impacted by the price rise until April 2027, All clear? WHEN WILL THE PRICE RISE TAKE EFFECT IN 2027? We’ll notify you 1 to 2 months before we make changes with options you can take advantage of to decide what you think is the best for you, how does that sound? RPI The monthly prices for your main services will increase each April from April [2027] by the Retail Price Index rate of inflation announced in February each year plus 3.9%. This doesn't apply to any add-ons you may have selected, out-of-bundle charges or admin costs, which may increase separately If the customer is purchasing an o2 sim as well the following script applies. (don’t proactively send- only share if the customer asks): Each year your Airtime Plan will be increased by the Retail Price Index (RPI) rate of inflation announced in February plus 3.9%. If RPI is negative, we’ll only apply the 3.9%. You’ll see this increase on your April 2027 O2 bill onwards. All clear so far? PRICE MATCHING (POSTCODE PRICING) We’re constantly reviewing our offers and deals, so they do change from time to time, it’s difficult for me to know when and what changes are happening day to day. What I do know is this is the best price available for now, all clear? M125 INSTALLATION FAQS Drilling/Digging If you live in an individual property, like a detached house, we’ll need to attach a Virgin Media connection terminal to the side of the building which requires a drill. If you live in a building with several properties, like a block of flats, we might not need to do this. Any digging is always a last-case scenario and it all depends on your property. If our services have been installed previously, it is very likely we wouldn't need to. If they haven’t, we may have to do a small amount in order to bring our network to you. Does that make sense? It depends on your property. If Virgin Media services have been installed previously, it is likely that we won't have to. If not, we may need to do a small amount of digging and/or drilling to bring our network to you. If you are unsure, we can arrange a pre-install engineer visit to have a look and discuss the process in advance. Happy to proceed? Living in flat - how will it be connected Your block of flats may already be set up with our services. This means our cabling from individual premises links back into a main terminal, housed within a communal area of the building. Will the cable from the street be visible through the garden/driveway Wherever a soft dig and bury is possible (e.g. soil or grass), we’ll make sure we bury the cabling. Sometimes, where no soft dig options are available, we’ll need to talk to you about finding an alternative route for the cable. What if the customer want to make changes to the garden or install a driveway We understand circumstances change. Please give us a call at 0345 454 1111 to let us know if any cabling or equipment is disturbed during changes to your garden or driveway. We’ll arrange a visit to check and move the cabling if possible. PART SERVICEABLE/XGS-PON PART SERVICEABLE - BB ONLY Having checked, Virgin is within the area however, it's available for broadband only. We're always working on our network and expanding our services to include TV and landline. We'll let you know as soon as possible once this is available. Shall we take a look at the broadband deals? IF CUSTOMER WANTS TO GET TV SERVICE We can also add Flex - the pocket-sized box lets you seamlessly watch the telly you love at home and on the move for the ultimate entertainment experience for just £5 on your monthly bill or you can take the Mega TV Dual package with a monthly charge and additional paid TV content. Which one do you prefer? Black Friday deals You can find our Black Friday offers by just keeping an eye on; https://www.virginmedia.com/broadband/black-friday-deals Although our current prices are already competitive. What do you think? If customer still says NO, please move on to the OHT PRICE. Let's review the offers and see what best suits you. What's your budget? MEGA TV (XGS-PON/FULL FIBRE AREAS ONLY) STREAM OR MEGA TV DUAL BUNDLE OPTION No worries as you can either take Stream from Virgin Media with no monthly charge and benefit from free-to-air content plus the option to add paid subscriptions Or you can take the Mega TV Dual package with a monthly charge and additional paid TV content. Which one do you prefer? 😊 REMEMBER: Virgin Phone or TV 360 is NOT available in Full Fibre (XGS-PON areas) WILL I GET SKY SPORTS/SKY MOVIES IN MEGA TV DUAL BUNDLE? Sky Premiums isn't included when you take Mega TV Dual Bundle but you have an option to add premium subscriptions for an additional charge. Or if you don't want to pay additional charge, you can take advantage other Mega TV Bundles that includes Sky Premiums subscriptions such as: • Mega TV Movies (comes with Sky Cinema HD included) • Mega TV Sports (comes with Sky Sports HD included) • Mega TV Movies & Sports (comes with Sky Cinema and Sports HD included) Which one you'd like to go for? 😊 CAN I RECORD WITH STREAM BOX? Stream box has no recording features but the good thing about this is we now have My Watchlist function which allows you to save from anywhere, all in one place. Will this work for you? 😃 WHAT IS MY WATCHLIST AND HOW DOES IT WORK? My Watchlist is a quicker, easier way to save all your favourite TV shows to watch later. It lets you save shows to watch later.It’ll be available to anyone with our Stream box. It’s super easy to use. Just find something you want to watch later – whether it’s from the TV guide, Catch Up, or apps – then press the Save button on the remote (or use Voice Search and Control and say ‘add to My Watchlist’). And that’s it – all your favourite telly, all in one place. You can even manage it on the move with our Virgin TV Go app. Sounds good? 😃 WHERE CAN I ACCESS MY WATCHLIST? You can access My Watchlist from the top menu to get a full view of all the shows you’ve bookmarked. Plus, each personalised Profile (including the shared Profile) has its own list, so there’s no need to worry about it being taken over by anyone else in the household. All good? 👍 CAN I HAVE MULTIPLE STREAM BOX? You can have up to 5 stream devices per household at the moment but you can use our Virgin TV Go App as an alternative. Sounds like an option? 😃 (If the customer ask what is TV Go App,use the TV Go script we have) ***TOP TIPS: Customers should setup their broadband first before Stream, to ensure a smooth activation and setup*** RPI Pounds and pence Single TLD-Script-Out of contract length comes after 2 years price rise I will now tell you about the Virgin Media 02 price rise for what you have selected Your total monthly package price is £X The monthly price for your services will increase to £X a month from April 2027 bill then £X thereafter. Single TLD-Script-Out of contract length comes before 2nd year price rise 12 months I will now tell you about the Virgin Media 02 price rise for what you have selected Your total monthly package price is £X The monthly price for your services will increase to £X a month from April 2027 then £X thereafter, RPI P&P 30 day ROCO I need to tell you how your Virgin media O2 price rise will change during your contract. Your total monthly package price is £XX a month. It will increase annually each April by £3.50 from April 2027 Price Rise 2027 Your total monthly package price is £XX a month. The monthly price for your services will increase to £XX a month from your April 2027 bill. Then from your [Out of contract month] bill, it will be £XX a month. TN : for the out of price contract amount, agents needs to rely on the final amount from Nexus less £3.50. Rebuttal for the known issue around CIS/CSS documentation Just a heads-up, you might see a discrepancy from the pre-documents that I'll be sending in a bit. No worries as rest assured you won't be billed any other figures aside from what I discussed (**Provide RPI script**). You may also get a copy of our conversation that will serve as your documentation about this. Send EECC1 right after. CHANGE INSTALL/DELIVERY DATES Checking Dates Don't worry because as we process the order online, there will be a set of dates for the installation/delivery which will be generated and will show up on your end. This way, you can select the best date available. 📅 Shall we check the date now? Time-frame Time-frame We have two options XXX. 'Self- Install' wherein you can do self-installation which typically takes 3-4 working days... And if we need to send Engineer, it'll take 7-14 days. Can I just grab your postcode and door / flat number so we can verify what installation process is needed? Change Date (Online) Delivery And yes, there will be a "Change Delivery Date" link highlighted in blue text, from there select the best available slot for you, let me know if you can see that, all clear? Change Date (Engineer) Engineer You'll be able to select your installation date on the "book your engineer" page after the section where you've selected an engineer, all clear? Change date (After sales) If you would like to change the date once the order is placed online, just give us a quick call and we'll do everything we can to help. 📞 Sounds good? ASKING FOR AN EARLIER INSTALLATION DATE​ THE AREA HAS AN ACTIVE SERVICE As a Virgin Media account already exists here, we may need to delay sending your kit for a few days while we settle this account. So for now, just kindly choose the best date on site. Does that make sense? 😀 NO ACTIVE SERVICE I understand that you need the service to be installed immediately. To set your expectations, our installation/delivery is on a first-come first-served basis. You can get in touch with our Pre-install team at 0800-0521-734 after 48 hours to check the available dates, as some customers discontinue or delay their order. Is this fine? Delay installation Please choose the furthest date you can see on the checkout. Then, you can get in touch with our Pre-install team after 48 hours to move the install/delivery date to your preferred one. Will that work? Wants an earlier date I understand that you need the service to be installed immediately. To set your expectations, our installation/delivery is on a first-come first-served basis. You can get in touch with our Pre-install team at 0800-0521-734 after 48 hours to check the available dates, as some customers discontinue or delay their order. Is this fine? Yes Go on with the order process online No / Are you able to check on your system? Check icoms Ask post code and house number Yes Proceed No Thanks for letting me know. Actually, this is the earliest date we can offer and the best way to get a possible desired date is to reach our Pre-install team. If I add a £50 credit on top of my offer, would you sign up now? No worries. You can always message us back when you're ready to order. You can even look for me X so we can continue what we've discussed. 😊 In the meantime, would there be anything else I can assist you with aside from this? CLICK and COLLECT / DELIVERY CAN IT BE DELIVERED TO A DIFFERENT ADDRESS? If the customer is already done with online order process The kit will be delivered to the installation address. If you would like to have it delivered to a different address, please get in touch with our Pre-Install team on 0800-0521-734 after 24-48 hours to arrange it. 🚚 Would that be okay with you? If the customer insisted to change the delivery address but not yet done with online order (you can offer manual ICOMS process) No worries! Since you want the equipment to be delivered to a different address, I'll need to process it manually on my end. ***follow manual order process*** @CM - Type WC and enter alternative address (Contact type should be 'WP - Welcome Pack' CAN I COLLECT THE KIT NEAR ME? (PLEASE SELECT CLICK AND COLLECT) WHAT IS CLICK AND COLLECT DELIVERY TIME FRAME When your parcel is on its way to you, our delivery partners at Yodel will send you an email or text message and they will provide a 2 hour delivery window ETA. 🚚 You will also receive a unique number to track the delivery, just follow the 'track your parcel' link in the email. Sounds good? WHAT IF NO ONE WILL RECEIVE THE KIT? Most likely, the kit will be delivered to your neighbor. Yodel will then send you an email or text message to confirm your parcel has been delivered to your neighbor. Sounds good? SELF INSTALLATION / QUICKSTART Delivery Based on your address, you are eligible for self-installation wherein it typically takes 3-4 working days for the delivery of equipment. ​ The earliest possible date of installation is 3-4 days. You can have it delivered straight to your door at no cost. We've even created a handy video guide to show you how it's done, all clear? It's really easy and simple. Once you received the equipment, all you must do is plug and play. We’ll deliver everything you need, with a video tutorial in your own time. 📼 No fuss and no waiting in for engineers. Shall we start your order now? if customer asked for VIDEO please route them to this website: You can go to this site to view the steps by steps: https://www.virginmedia.com/help/install-virgin-media or https://www.virginmedia.com/broadband/installation We'll send you the router with very clear instructions of how to get setup and if you need assistance we're here to help.🛠️ ​ Does that make sense? You can have it delivered straight to your door at no cost. We've even created a handy video guide to show you how it's done. All good? Sockets The wall sockets we'll be needing should be labelled either Virgin Media, NTL, or Telewest. Are you seeing any of these wall sockets on your premise? The sockets we are using are usually labeled as Virgin Media, NTL, Nynex, bell cable, cable & wireless, Comcast, Videotron, and Telewest. Were you able to spot something similar? If no sockets This means we’ll need to send an engineer to set up everything including the sockets for you. Before they do it, they'll make sure you're happy with the position it's in and won't do any drilling until you're totally happy with where the hole will be. The usual installation fee is £30 to be added on your first bill. 👷‍♂️ What do you think? To ensure we're connecting customers quickly and safely, we'll send you the simple self-install kit with instructions at no cost. Plus, we have very helpful instructional videos over at the Installation section of https://www.virginmedia.com/shop/broadband/quickstart/about-quickstart. Then if you require help with socket quality, positioning, or anything else then feel free to give us a call on the dedicated number within the pack and we'll aim to have an engineer with you soon and at no extra cost. Sounds like a plan? QS but haven't moved in yet Just choose the self-Installation option at the checkout. When you move in, have a look at your cables and if you find you’re not eligible, just give us a call to arrange an engineer's ​visit. All good? Damaged cable/sockets (Since the cables/sockets are damaged / Since you mentioned you're renovating), you can request an engineer and that would take 7-14 working days from the order date but still depends on the availability. You can see the earliest available dates whilst you place the order. The sooner you book the order, the best chance to get a date that will suit you because this is first come, first serve basis. There would be a one-time £30 engineer installation fee that will be added to your first bill. 👷‍♂️ Happy to check the earliest dates available? Self-install failed If you receive the equipment, attempts installation and it fails for any reason, we will send an engineer within 2 days (excluding Sundays) to get you up and running. Sounds good, right? Sample image of socket socket.PNG socket1.PNG ENGINEER INSTALLATION Based on your address, we need to send an engineer. It'll normally take 7-14 days and you can see the installation dates as you go through the checkout. All clear?​ This means our engineers need to run a small cable into your house. It involves drilling a small, pencil-thin hole through the wall. Before they do it, they'll make sure you're happy with the position it's in and won't do any drilling until you're totally happy with where the hole will be. 👷‍♂️ Shall we proceed? As checked, you'll need an engineer to install the equipment. Installation dates will be within 7-14 days after you place the order. You will see the earliest installation date along the order process. Happy to proceed? Normally that takes 7-14 days but that depends. You will see all available dates for you whilst placing an order. Just select your preferred date. The sooner you book the order, the best chance to get a date that will suit you because this is first come first serve basis. Shall we check the best dates now? Because you need a technician to install the equipment, installation dates will be within 7-14 days after you place the order, we can confirm availability in a moment, all clear? For reason that you don't come to an agreement about the installation, always remember that you have a 14-day cooling-off period. But I am confident you will like our services. If that isn't the case, you can cancel within those 14 days after the installation and not pay any disconnection fees. Shall we go ahead and book your order so we can secure this deal and the earliest install date for you CXNAME? Will they put the exterior back Good question. Our engineer will put it back in reasonable condition or close to what it was before. Happy to proceed? Pre-install Visit / Pre-Visit To arrange a site survey, we’ll need to complete your order online and wait for an email confirmation with your account number. Once you’ve received your account number it will allow you to arrange the pre-site visit at no extra cost. A pre-site visit means that we will send an engineer to your property before an installation date to talk you through everything that needs to be done to install successfully. If everything is to your satisfaction, the installation will go ahead as planned however if you are unhappy and we can’t reach an agreement then, we would simply cancel your order. Fair enough? 😊 COOLING OFF PERIOD COOLING OFF PERIOD You will be covered with a 14-day cooling-off period from the date of installation/activation of your services. You can cancel immediately during this time without having to pay an early disconnection fee. Sounds fair?​ 😊 Virgin Media TV Go WHAT IS TV GO ​Virgin Media TV Go app lets you watch your favourite shows on up to 5 devices and view them on 2 devices simultaneously at no extra cost. You can also access more than 100 live TV channels on the go including your iPhone, iPad, Android mobile or tablet, and PC/Mac.​ 😊 HOW TO USE VIRGIN MEDIA TV GO APP Feel free to go to this website for the complete instruction on how to use the TV Go app. https://www.virginmedia.com/help/tv/how-to-use-virgin-tv-go-app MULTI-ROOM / EXTRA TV BOXES PRICE ​The additional TV box would be an extra £10 on top of your monthly bill and the 3rd TV box would be an extra £5.​ 😊 IF THE CUSTOMERS ASK IF OUR TV BOXES ARE WIRED You'll need to connect a coaxial cable to the mini boxes to get live telly. All good?​ 😊 CUSTOMER WANTS TO GET MORE THAN 3 TV BOXES Just so you know, we only limit our Virgin TV 360 to three boxes on the account to experience its full potential. No worries! As long as you have the latest Virgin Media TV Go App on up to 5 devices, that just means the other screens in the house can get on the action! Happy to move forward with this?​ 😊 VIRGIN TV 360 - FAB The Virgin TV 360 box is available for a one-time charge of £49.95. Experience the latest in entertainment with our Virgin TV 360, featuring super-clever Voice Search and Control, and personalized Profiles 📺. Imagine recording up to 6 shows simultaneously while watching the 7th! Shall we add this to your package? 😊 PROMO OR DISCOUNT CODES / NHS / BLUELIGHT / STAFF DISCOUNTS / BILL CREDITS BILL 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? 😊 PROMOCODE / DISCOUNT CODES FORGOT ADDING THE CREDIT CODE/DISCOUNT CODE/PROMO CODE That's okay, you can reach our Pre-Install Team through the number I have provided. They will be able to apply it, all good? 355F4ZX - £35 50F225H - £50 3MFSC - Cinema - 3 mo. free 3MFSS - Sports - 3 mo. free 6MFAM - Asian ​- 6 mo. Free ACTIVATION FEE / SETUP FEE / INSTALLATION FEE / FLEXI FEE FLEXI FEE The £45 one-off flexi fee gives the increased flexibility of being able to cancel services at any time by giving 30 days’ notice. It helps to pay for more of the activation costs when there is no long-term contractual commitment. Sounds fair? 😊 ACTIVATION FEE The activation fee is for the work done behind the scenes to get you connected to our network. No need to worry, it's not upfront and will only reflect on your first bill. Sounds fair? 😊 DIFFERENCE BETWEEN ACTIVATION FEE FROM INSTALLATION FEE Activation fee is for the work that goes on behind the scenes to get you connected to our network whereas the installation fee is the charge for sending experts to set up your services, all good? 😀 Refused to pay I understand that you don't want to pay the activation fee. Just to let you know, this charge is for the work that goes on behind the scenes to get you connected to our network. This is just a one-time fee and will only reflect on your first bill. Meaning, nothing upfront to get you started. Fair enough? 😀 Waiving Setup fee I'll be happy to provide a £35 credit added to your first bill to cover the setup fee. Would that work for you? 😀 NHS / BLUELIGHT / STAFF DISCOUNT NHS While we aren't providing any direct discounts at the moment, we advise you to visit a site that caters specifically for you providing offers and discounts: click here http://www.bluelightcard.co.uk Or I can provide you with a £50 bill credit if you'd like to complete your order through myself, this will be deducted from your first bill with us as a thank you, which would you prefer? 😀 VM/O2 EMPLOYEE ASKING FOR DISCOUNT - please assist if they have questions about installations or general queries but for signing up, please send the script Great to hear you're looking to sign up. While we can only provide offers available in our website, we advise you to visit the site that caters Family and Friends (formerly known as Mates Rates) offers as you've mentioned you're a VM/O2 employee. Kindly access the link below via your work device to find out the latest offers: https://www.virginmediapartners.com/familyandfriends In the meantime, would there be anything else I can assist you with aside from this? 😀 VIRGIN RED / VIRGIN GROUP (ASKING DISCOUNTS) Having checked, this is the best price we can offer for the service as this is already a limited-time deal. Plus, I'll be happy to provide you a one-time £X credit discount. You may also check the available deals on this link https://www.virgin.com/virgin-red/earn-virgin-points. What do you think? 😀 NETFLIX How to activate Netflix (UVB and BIGGEST TV) You will be receiving an email containing the registration link to activate Netflix. Kindly follow the instruction and you will have 7 days to activate on this link. All good?​ 😀 What if I miss activating the link within 7 days? No worries, we'll be sending a reminder email every 7 days with a new link until you are able to register. Sounds good?​ 😀 What if I already have a Netflix account? No problem. Once you receive an email containing the registration link, kindly use the email address you are currently using with Netflix so that it'll be added to your bill. Once you are done registering, Netflix access will be available immediately. Sounds good?​​ What if I wish to upgrade my Netflix to a higher 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. (£7 a month extra for the Premium Plan)​ 😀 Netflix cost rebuttals We offer Netflix’s standard plan alongside the bundle so that you don’t have the inconvenience of paying to separate direct debits, sounds good right? Can I access Netflix? You can access Netflix through your TV box by adding it to your bill, which means you won’t need to have two separate payments going out every month. Do you already have a subscription? If YES Great if you would like to add it to your Virgin Media bill, you’ll need to cancel your current Netflix account or wait until your subscription period ends. You’ll then be able to add Netflix to your Virgin Media account when you set up your subscription via the TV box. How does that sound? IF NO No problem, you can add the Netflix subscription to your Virgin Media bill when you receive your account information or via the TV Box is that alright? Scenario Step 1 Step 2 (regardless of whatever the answer is) no need for netflix No worries at all! Just curious, was there a particular reason for leaving Netflix out? 😊 Thank you for letting us know. We've recently included Netflix Standard with Ads in our bundles to give our customers more entertainment. It's the same price with or without Netflix so we recommend taking full advantage! Shall we keep it? Customer says streaming from broadband usage If you love streaming, you'll be happy to hear that Netflix Standard with Ads is included in your bundle. It's a great way to enjoy top-rated series and films while saving money. ​ OHT - I understand you're comparing options. One thing to consider is that this bundle includes Netflix Standard with Ads, which adds great value and entertainment without increasing your monthly bill. ​ OHT - If you're comparing options, one thing to keep in mind is that this bundle includes Netflix Standard with Ads at no extra cost. It's a great way to enjoy entertainment while staying within budget. ​ RECAP - reminder if customer opted to get Netflix included in the bundle Just a quick reminder, Netflix Standard with Ads comes with your bundle, no need to sign up separately. It's already part of your package, so you can start streaming as soon as possible. Just please don't forget to activate it within 30 days. ​ No, I don't want Netflix, regardless of cost. Totally understandable! Even if Netflix isn't something you want right now, having it included gives you flexibility in the future especially if someone else in the household might use it. What do you think? ​ Thinking of switching as current contract ends towards end of November. Want full fiber 1gig but already have Netflix premium via my Sky account. I totally understand, and it's great that you already have Netflix Premium. Just to share, our package includes Netflix Standard with Ads, which means you're getting high-speed internet plus access to Netflix as part of the bundle. Even if you already have Premium, this can be a great added benefit for other household members or as a backup option. ​ NETFLIX PRICE BASIC ***standard with ads is £5.99*** 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. Does that answer your question? STANDARD The standard subscription is £12.99/month which viewers can watch in HD and on two devices at a time. Do you have any more question? NETFLIX UPGRADE TO PREMIUM If you’d like to watch on more devices at a time, it’ll be best to subscribe to £18.99/month Premium Subscription that allows 4 devices at a time in Ultra HD. BROADBAND SECURITY F-SECURE/INTERNET SECURITY We offer all our customers our Virgin Media Internet Security powered by F-Secure on unlimited devices. You'll pay nothing for 3 months then just £3 a month (or £30 a year). Sounds good? WEB SAFE We also provide broadband customers with Web Safe, which is designed to automatically block access to sites it believes are either unsuitable for children, fraudulent or contain viruses. More info here https://www.virginmedia.com/help/broadband/web-safe. Sounds good? BROADBAND CONNECTIVITY TRAFFIC MANAGEMENT We don’t use traffic management, meaning you can download and upload as much as you like without traffic management slowing your internet speed down. The exception to this is for customers that have agreed to a limit on their broadband usage. Sounds good? THINGS THAT MAY AFFECT BROADBAND SPEEDS The actual speed you experience can be lower than estimated. Virgin Media speeds may be affected by things we can’t control – like the use of WiFi, the device you’re using, the wiring in your building and the number of users online accessing a particular website. Also, high usage, such as during major sporting events, at peak times may cause congestion. All clear so far? AFFILIATES CUSTOMERS TAKING AFFILIATES AND WANTS TO ADD LANDLINE No worries, I understand you want the partner offer, you can go ahead and secure the package today and add a phone line at a later date, how does that sound?​ LINE RENTAL (HOW MUCH WOULD IT BE IF ADDED LATER) Line rental starts from £19 however when you get in touch, we’ll find you a discount for multiple services, sounds good?​ O2 customers wanting deals from affiliate sites​​​​ You can complete the order and activate your Volt benefits in My O2, at no extra cost. Sounds good?​​​ WANTS TO CALL / CAN YOU CALL ME/ PREFERS TO CALL Customer wants to speak with a person/human/agent/expert Is it possible to speak with somebody please? Can I speak to someone please? Speak to an expert? I want to speak to the agent please? If onset the query is not yet mentioned: ***Use any of the scripts below and tweak if needed (speaking to human/real person/live agent/expert)*** Hi XX, no worries as you're now speaking to a real person. We understand that you want to talk to us over the phone, but with all the resources I have, I'm sure that we can do everything you need right here. May I know what is it that you need help with? 😊 Hi XX, no worries as you're now speaking to a live agent. We understand that you want to talk to us over the phone, but with all the resources I have, I'm sure that we can do everything you need right here. How may I help you with your query? 😊 No problem, kindly just give us a call on 0800 064 3836 or 0800 052 2525. In the meantime, will there be anything else I can assist you with aside from this? If customer stated their concerns, kindly assist BAU If refused, provide script below (with the number provided by a bot) No problem, I'll pass your details over to our Team, we usually call within 24 hours Monday-Friday. Or you can give us a call on 0800 064 3836 or 0800 052 2525, is there anything else I can help with? (w/o number provided from bot) No problem, I'll pass your details over to our Team, we usually call within 24 hours Monday-Friday. Or you can give us a call on 0800 064 3836 or 0800 052 2525. May I please have your best contact number? If onset the query is mentioned: ***Kindly answer and then use the script*** Hi XX, no worries as you're now speaking to a real person. To answer your query, (INSERT ANSWER TO CX QUERY AND ADD PROGRESSIVE QUESTION) If the customer insisted to speak someone over the phone then use the script: We understand that you want to talk to us over the phone, but with all the resources I have, I'm sure that we can do everything you need right here. Happy to continue? If yes, kindly assist BAU If no,provide script below No problem, kindly just give us a call on 0800 064 3836 or 0800 052 2525. In the meantime, will there be anything else I can assist you with aside from this? Prefers to call Customer prefers to have a phone call conversation Give me a phone number so that I can speak to someone I was actually hoping to speak to a person on phone. Is it possible to call you? I can’t be doing with this texting lark I just want to talk to someone Customer requesting for a callback Can someone call me please? Please contact me in my number We understand that you want to talk to us over the phone, but with all the resources I have, I'm sure that we can do everything you need right here. Happy to continue? If yes, Kindly assist BAU If no, (with the number provided by a bot) No problem, kindly just give us a call on 0800 064 3836 or 0800 052 2525. In the meantime, will there be anything else I can assist you with aside from this? (w/o number provided from bot) No problem, kindly just give us a call on 0800 064 3836 or 0800 052 2525. In the meantime, will there be anything else I can assist you with aside from this? NOTE: If call back requested ensure conversion is tagged as a non-sale EMAIL EMAIL TRANSCRIPT / CAN I HAVE A COPY OF THIS? While we are doing our best to have the feature for you to be able to download our chat transcript, for the meantime, kindly take a picture or a screenshot of our conversation so that you'll be able to have a copy. All good? POST OFFICE BROADBAND EMAIL An email 📧 account from Post Office Broadband will disappear when your broadband is disconnected. Make sure you migrate your mail over to a new email address before you cancel, all good?​ TALK TALK WEBMAIL When you cancel TalkTalk (www.talktalk.co.uk) broadband, you'll still be able to send and receive mail from your email address for up to 12 months. However, you won't be able to access My Account, so you can't actually manage the email addresses associated with it - including things such as changing passwords. And if there's no action on your email account for six months, TalkTalk will automatically delete that email address 📧. So, it's best to set up a new account from another service, and migrate things across from your TalkTalk email 📧 as soon as possible. All good? SKY EMAIL – FREE If you have a Sky email address 📧, you can keep it pretty much forever, even when you cancel your broadband - and there are no fees. However, be sure to log on at least every couple of months or so to avoid the account getting shut down. All good? BT EMAIL You can keep your BT (www.bt.com) email address when you cancel BT broadband. To do so, you'll need to sign up for BT Premium Mail 📧. Any additional email addresses linked to your account will be transferred across to the new service too, so you won't lose a thing. Did that help? CAN I STILL USE VIRGIN MEDIA EMAIL WHEN I CANCEL THE SERVICES? When you leave Virgin Media you'll continue to have access to your 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. All good? SWITCHING STANDARD OTS As part of our switching service, we will contact your current provider and get your services moved across quicker, removing the need for you to contact them directly. Do you already have a package in mind or shall we take a look at the deals? **Please be mindful of your PQ. If there's a pretermined deal then use a more applicable PQ ie : Sounds good, Sounds like a plan etc. DO I NEED TO CONTACT MY CURRENT PROVIDER? Yes, we don’t want them to keep billing you! Once you have an install date from us, give your old provider a quick call to let them know you want to cancel your services. 📞 Most ask for 14 to 31 days’ notice, so we should be able to get you connected before your old services are switched off. Sounds good? WILL I BE WITHOUT THE INTERNET IF I SWITCH BROADBAND PROVIDER? If you time things right, you shouldn’t lose internet access when you switch broadband provider. Try to stay connected to your current provider right up until you switch broadband to help avoid loss of service. Have a short overlap between your old provider and Virgin Media, for a seamless broadband switch to your new superfast fibre. Fair enough? 😊 DO I HAVE TO PAY TO SWITCH INTERNET PROVIDERS? Your current provider may charge a fee for you to leave your contract early. But if you’ve completed it or if you have a rolling monthly broadband deal, you should be able to switch providers without facing any costs or penalties. It’s best to contact them or check the terms of your contract to make sure, does that make sense? 😊 SHOULD I LEAVE MY OLD BROADBAND PROVIDER BEFORE SWITCHING? Only if you want to. The benefit of staying connected to your current provider right up until you switch to our broadband or any of our deals is that this can help to avoid any loss of service – something to consider if you rely on your connection to work from home. That’s why we recommend that you don’t leave until after you’ve placed your broadband order. But ultimately, the choice is yours. Sounds like a plan? 😊 PORTING KEEPING EXISTING TELEPHONE NUMBER Yes, we’ll even get in touch with your current landline provider to make the switch. Hopefully, everything goes smoothly, 🤞 but if we can’t switch you over on the day we’ve told you, you may be entitled to compensation if it’s delayed beyond one working day. All good?​ KEEPING SIM / GETTING PAC To request a PAC, you must text the word "PAC" to 65075. Is that ok? IF THE CUSTOMER WISHES TO PORT THE SIM LATER ON (O2 SIM) Just contact O2 with your PAC when you're ready to switch through 202 using your O2 phone/sim or 0344-809-0202 from any other phone. Alternatively, you can fill out the form online with your PAC. Here's the link https://www.o2.co.uk/help/device-and-sim-support/how-to-keep-your-mobile-number/online-form. All good? ​​ EDF / SHORTER CONTRACT / BUYING OUT CONTRACT / FIXED CONTRACT / PRICE INCREASE WHAT IS EDF? Early disconnection fee refers to the payment needed if you decide to end your contract before the minimum period ends. This will vary depending on the services, how much they are, and how much of the minimum period remains for your service. To give you an idea, you can visit https://www.virginmedia.com/shop/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/early-disconnection-fees to see how much the fees would be. Fair enough? MOVING THE SERVICES TO A NEW AREA LATER ON Just chat with us and we'll help you move your services to the new address if possible. If the new address can't connect to our network then we'll talk you through the options. Does that make sense? MOVING THE SERVICE TO NSA You can leave your contract without paying a fee. But you'll need to provide Virgin Media O2 with proof of address via a mortgage or rental agreement, utility bill, bank statement or driving license to verify we can't supply our service at your new address. Sounds fair?​​ HOW MUCH IS THE EDF? The Early Disconnection Fee will not be more than the charges you would have paid for the services for the remainder of the minimum period and will be less any costs we save, including the cost of no longer providing you with the services. All clear? 👍 HOW DO YOU CALCULATE MY EDF? Early Disconnection Fees vary between customers as the calculation of how much is charged depends on the services that you have, how much you pay for those services (including any discounts or offers), and how much of your minimum period remains for each service. Therefore, the charge will be different for customers, even if services are the same. All clear with this? 👍 IF THE CUSTOMER WANTS SAMPLE CALCULATION OF EDF To find out more, you can visit this link for sample computation: https://prod.ctassets.virginmedia.com/uploads/edf_how_to_calculate_a705e94a09.pdf All good with this? 👍 MOVING ABROAD You’ll need to give us at least 30 days’ notice, so we can arrange cancelling your services. You’ll be charged up until your services are disconnected and you may also have to pay a cancellation fee if you’re still within your contracted period. You’ll also need to return your Virgin Media equipment to us, we’ll let you know how to do this when you get in touch. All clear with that? You may visit the link below for more information: https://www.virginmedia.com/help/return-or-recycle-equipment SHORTER CONTRACT Totally get why you'd ask about a shorter contract. Right now, the shortest we offer is 24 months, which is pretty standard across most providers too. The good thing about the 24-month contract is it lets us give you more value right from the start—like better pricing, free setup, and making sure you really get the best out of the service the whole way through. It’s all designed to give you more for what you're paying. May I ask what's the reason why you're looking to get a shorter contract? Are you perhaps a student? WHAT DOES 30-DAY ROLLING CONTRACT MEANS? Good question! Rolling contract is a short-term solution for anyone who wants to get a service without being tied into a longer term contract. When you reach the end of the 30 days, your rolling contract will automatically roll over into the next month, giving you another 30 days access to the service. This will continue to happen each month unless you decide to end the agreement with us. The good thing about our 30-day rolling contract is that you wouldn’t receive any early disconnection fees if you cancel your service. Just give us 30 days’ notice and we’ll handle the rest. Sounds good? 😀 If customer needs more information, provide the link below: https://www.virginmedia.com/broadband/rolling-contract BUYING OUT CONTRACT / BUY-OUT The best we can do is to provide you a one-time credit of XX to help. Shall we check the deals? 😀 TAKING OVER SERVICES FROM OTHER PROVIDERS As we own our infrastructure we don’t need to contact the other service providers. The best we can do is to provide you a one-time credit of XX to help. Shall we check the deals? CANCELATION / CANCELLATION IF I CANNOT INSTALL AND NEED TO CANCEL BEFORE USING THE SERVICES, WHAT ARE THE IMPLICATIONS? None at all, just call us before your installation/delivery date to amend your order free of charge. Sounds good? CAN I CANCEL AFTER THE CONTRACT OR GET A DEAL AFTER 18 MONTHS? You have the option to change your package, renegotiate the price or discontinue the service at the end of the contract. Sounds good right?​ You'll also be notified through email before the end of your contract which includes new offers that you can take advantage! 😊 If customer asked further questions specifically how much The price increase will be RPI+ 3.9%. We'll let you know about the changes on the 1st May 2024, you're able to change your package or renegotiate at the end of the contract, does that make sense? Terms and Conditions of Price Increase Website https://www.virginmedia.com/help/prices https://prod.ctassets.virginmedia.com/uploads/Terms_and_Conditions_TV_Fibre_and_Phone_FROM_01_MAY_2023_42b6cb7201.pdf CUS - Customer Underwriting CUS The result of the credit check means our backend Team needs to confirm a few more details before we can proceed. Once we hear from them, we'll contact you to progress things. You will be contacted by our team within 24 to 48 hours to verify the details that you have in your account for us to process the order. All good? INTELLIGENT WIFI / WI-FI PODS INTELLIGENT WIFI / WI-FI PODS All our broadband connections feature Intelligent Wi-Fi – a clever tech app that automatically sorts out any Wi-Fi issues for you! 📶 These detect blackspots inside your area and if that happens, you can easily get our Wi-Fi pods through the app too! Sounds good? ⚡ WHAT is WIFI PODS It’s a white, pentagon-shaped device that plugs into a wall socket and has an Ethernet port on the bottom in case you want to hardwire a laptop in. The pods will boost your WIFI signals as it work together with the Virgin Media Hub to create a WiFi bubble that covers your entire home, eliminating black spots in the process​. Sounds good? CAN I USE MESH WI-FI WITH AN EXISTING ROUTER? Yes. Our router has intelligent Wi-Fi mesh technology inside that allows you to connect mesh. WIFI PODS VERSUS BOOSTERS Old Wi-Fi boosters use your home’s electrical wiring to boost the Wi-Fi signal in the room where you’ve plugged it in whereas the New Intelligent Wi-Fi Pods wirelessly connect to the hub. Cloud technology lets these Wi-Fi Pods update constantly and create better conditions for your home. You get faster, more reliable coverage from Wi-Fi Pods because they know what devices are connected, where, and what time you use them. MORE QUESTIONS ABOUT WIFI PODS Kindly go to these link for more information https://www.virginmedia.com/help/broadband/set-up-intelligent-wifi WIFI MAX WiFi Max What is the WiFi guarantee with WiFi Max? Our WiFi guarantee with WiFi Max is our promise you’ll enjoy download speeds of at least 30Mbps in every room or get £100 bill credit. It’s backed up by our signal-boosting mesh WiFi Pods (if needed) and our Intelligent WiFi service. Sounds good? How much is the WiFi Max? If you are on our Gig1 Fibre Broadband, Volt or Mega Volt packages, you get our WiFi guarantee included at no extra cost. If you are on our M50 to M500 Fibre Broadband packs (without Volt), you can add our WiFi guarantee with WiFi Max for £8 a month with the first WiFi Pod provided automatically. -------- HOW CAN I ORDER 2ND AND 3RD? (pods up to 3 only) If, after installing your first WiFi Pod, you're still experiencing less than the minimum download speed of 30Mbps in every room, you can request up to two additional Pods, sent one at a time. Can I get booster/Pods? You may avail of our WiFi Max for an extra £8 on top of the monthly bill. This brings you our WiFi guarantee backed up by our Intelligent WiFi service and signal-boosting mesh WiFi pods. What's the WiFi Max guarantee? Our WiFi guarantee with WiFi Max is our promise you’ll enjoy download speeds of at least 30Mbps in every room or get £100 bill credit. Sounds good? How to order? You can place your first mesh WiFi Pod on the Virgin Media Connect App or through online. All good? More info here https://www.virginmedia.com/wifi-max RAF RAF / REFER A FRIEND Ah yes! Refer a friend to Virgin Media and you’ll both pocket up to £50 cash 💰 It’s quick and easy. Just click on the link below to register / sign-in. ⬇️ https://virginmedia.aklamio.com/?source=chat Your friend will be eligible for the reward at the same time as you are which is after you or your friend has had their services installed for 60 days. EXISTING CUSTOMER REFERRING THE NEW CUSTOMER Kindly go to this link >> virginmedia.aklamio.com and click on the “Refer now” button. Input the existing customer’s email address. A link will be generated and please ask your friend to send it to you. All good? You need to click it so that you will be routed to the website. From that link, you should create an account to place an order on the website. NEW CUSTOMER (TO USE RAF) First, please click the referral link you received and click Continue button under "Online" option. Then enter your email address and click "Go to Virgin Media" button. Afterwards, you will see a message “Share the good stuff, You're almost there! Now find your perfect broadband package or mobile deal and place your order as normal.” From there, please choose your deal/package and process the order. All good? HOW CAN I GET THE REWARD? You will receive an email about it. You will also be asked on how you would like to receive it. If its through Paypal or through your bank account. All clear? REFER A FRIEND FAQS https://virginmedia.aklamio.com/ FACEPLATE FACEPLATE Upon checking, you are for Faceplate installation so this means that you will not use the BT socket but the other open socket you have pre-installed in your home. The open socket will be converted into a Virgin Media socket during the faceplate installation. Makes sense? 😃 STEP 1 We need to replace the box on your wall, giving you a faceplate upgrade; this will be done by our partners SCCI It’s a simple job that shouldn’t take too long and is free of charge STEP 2 Once your faceplate has been upgraded, setting up with self-install will be easy. If you'd prefer for one of our engineers to come around and connect you to your Virgin Media services, that's fine too. We'll ask you to make this selection on the next page. All good? OTHERS PRANK WARNING Please avoid sending the same message multiple times, as this can appear similar to prank or spam activity. I’m here to assist you, so if you could kindly let me know specifically what you need help with, I’ll do my best to support you. Shall we proceed? END CHAT SCRIPT IF THE CUSTOMER CONTINUES. I understand you may need assistance, but since the repeated messages have continued, I’ll need to end this chat to maintain service quality. Please feel free to reach out again when you’re ready to share your specific concern, and I’ll be happy to help. Thank you and have a good day. RUDE 1ST WARNING I totally understand your concern . Please be aware the use of profane or inappropriate language will not be tolerated. 2ND WARNING This is the 2nd warning. If you continue to use this language, I will be forced to end the chat. 3RD WARNING Okay, this is the 3rd time I'm warning you and the language has not changed, I will now end this conversation. DOWNTIME SCRIPT (CHAT BACK) RESPONSE 1 I’m happy to help; however at this point we’re conducting some site maintenance, so if you could contact us a little later after an hour or two once we’re up and running again that would be great. In the meantime, would there be anything else I can assist you with aside from this? RESPONSE 2 At this point, we’re conducting some site maintenance. We should be able to assist you in processing your request once our system maintenance has been completed. Feel free to chat us after an hour or two. In the meantime, would there be anything else I can assist you with aside from this? RESPONSE 3 At this point, we’re conducting some site maintenance. We should be able to assist you in processing your request once our system maintenance has been completed. Feel free to chat us after an hour or two.​ Alternatively, if you would really like to proceed with your order, kindly contact our team over the phone through 0800-064-3836 or 0800 064 3827 to complete it. All clear? TRANSFER ICOMS Thanks for letting me know XXX, I'll go ahead and process the order for you. 👍 TECHNICAL TEAM / FAULTS Let me send you some info on how to contact the technical team now...​ then send to Faults Bot STANDARD to RET/MOVERS/CARE Let me transfer you over to the team who can assist you further. Please bear with us if it takes us a little longer than usual to answer. Just to let you know that our conversation will be recorded, archived, and monitored for quality assurance and training purposes. Staying connected to this conversation means you're okay with this. Thanks for bearing with us. PRE-INSTALL (ORDER STATUS QUERY)​ To check the status of your order or any queries on 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? BEREAVEMENT We know this may be a difficult time, so we’re here to help make any changes that you may need for Virgin Media Broadband, TV, Phone and Mobile accounts. For changes, you may go to this link https://www.virginmedia.com/help/account-holder-has-died and kindly download the necessary forms and email it back to us. Or you may contact our team through 0800 952 2302 between 8am to 8pm Monday – Friday, and 9am - 5pm on Saturday. We’re not open on Sundays. In the meantime, would there be anything else I can assist you with aside from this?​ Upp customer moving to VM Upp is now part of Virgin Media O2. The migration from Upp to Virgin Media will begin later this year. At the moment, it's best you get in touch with Upp to further discuss your option. You can go through this link for additional help and support: https://www.upp.com/portal/support In the meantime, is there anything else I can help you with? Day of Activation Activation of the services starts once the Kit/Equipment has been delivered. That will also be the start time of your contract and bills. Sounds fair? How to attach a screenshot Are you able to see the Plus Sign (+) on your chat box? That’s beside where you type your response. Once you click that, you’ll be able to see the option to attach a screenshot. Let me know if you’re able to follow. UNRESPONSIVE / SHIFT ABOUT TO END if we need to send an SMS through ESSENDEX, please send this It looks like we got disconnected. No worries! We’ll reach out to you shortly so we can continue from where we left off 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 . 👋​​ SKY ATLANTIC Sky Atlantic is exclusive to Sky and Now TV. On the other hand, you will still get Box Sets and other popular Sky channels on our selected bundles. What do you think? TV LICENSE Yes, TV license must be purchase separate and you can find more information here: https://www.tvlicensing.co.uk All good? BROADBAND HIGHLIGHTS Our router has a range of 50 meters plus all our broadband connections feature Intelligent Wi-Fi – a clever tech app that automatically sorts out any Wi-Fi issues for you! EMERGENCY BACKUP LINE As our fibre phone line runs over our broadband network, it doesn’t have its own back-up power source. This means if there’s a local power cut or network outage, the fibre phone line will stop working and you won’t be able to make calls. If you have accessibility needs or don't have a mobile phone, we’ll give you an Emergency Backup Line at no extra cost. This lets you call 999/112 emergency services during a power cut or network outage. Link for more info: https://www.virginmedia.com/help/landline/how-to-get-a-virgin-media-fibre-phone#emergencybackupline TV ONLY SCRIPTS We offer broadband and TV packages as a bundle and not TV only. You may take our entry-level package which has the lowest broadband we have and then include all the TV channels you want. What do you think? If the customer still says “Do you have TV only?” I understand. However, our TV box is reliant on our broadband connection that's why it is bundled. Would you like to check the bundle deals instead? If yes, kindly go through probing. Great! I'm just going to give you some choices to help us get the best offer, please select TV, broadband, and landline 😀 If no, No worries, you can always message us back when you're ready to check our bundle deals. You can even look for me X so we can continue what we've discussed. 😊 In the meantime, would there be anything else I can assist you with aside from this? WHAT IF SOMETHING HAPPENS TO MY HUB OR EQUIPMENT? WILL YOU REPLACE IT? Servicing and repairs are included. So, if something goes wrong with your Virgin Media kit and needs repairing, we'll take care of it without charging you a penny – unlike other providers who charges for some callouts! What do you think? HUB 5 We’re currently offering the Hub 5 in limited areas but will soon be available nationwide to a select number of customers. If you are eligible to get our latest Hub, we’ll contact you by email. TV CHANNEL GUIDE Sure. 👍 Just scroll to the bottom of this page: https://www.virginmedia.com/broadband/packages You'll see this section which will highlight all the TV channels and packages you can get. 📺 tv channel.JPG Are you able to see this and does it cover what you need? RETURNING OLD EQUIPMENT We would need to send you a new equipment that's going to be under your name. The old equipment needs to be returned to us as part of the agreed terms and conditions by the old customer to Virgin Media. Otherwise, they will be charged for the replacement cost or reasonable recovery cost of equipment. All clear? (Send this if needed) More info here: https://www.virginmedia.com/shop/the-legal-stuff/terms-and-conditions-for-fibre-optic-services#usingequipment O2 O2 PORTING No worries, just contact O2 and they’ll do everything to migrate your number to the new SIM. DELAYING OF SIM We'll deliver the sim to the installation address in the next 7 days but no worries, you can request for a sim replacement to your preferred address, all good? The O2 sim card is sent directly from O2 so delivery cannot be delayed in the event of a delayed cable installation, all good?​​ If the customer is persistent in not sending the sim to a future address, then offer the non volt option and advise them to upgrade later. (Not including UV.) Makes sense, let's go for the XX package without the sim for now and you can upgrade to volt once you've moved into your new property, how does that sound?​​ FOR OTHER O2 QUESTIONS OR SEND TO O2 LEADS It would be best to contact O2 directly for the best assistance. You can contact them here: https://www.o2.co.uk/contactus TRAVEL INCLUSIVE ZONE You get data roaming in 75 international destinations with unlimited mins, unlimited text, and Unlimited Data, at no extra charge. We also cover Europe, where your data will work just like it does at home. Sounds good?​ WHAT IS INTERNATIONAL BOLT ON? THIS IS AN ADD-ON The International Bolt On allows you to make calls to international mobiles and landlines in over 200 countries, from just 1p a minute. Sounds great right? You can see the list of countries here https://www.o2.co.uk/shop/international/the-international-bolt-on​ ROAMING CHARGES You can still use data if you reach our Roaming Limit, you’ll need to buy a data Bolt On from as little as £3 a month. Make sense?​ VM O2 PRIORITY Virgin Media broadband customers can now get Priority Tickets for thousands of gigs and events across the UK, as well as rewards, unique experiences, daily treats, prize draws and perks, all through the Priority app – at no extra cost More information will be on this link https://www.virginmedia.com/help/virgin-o2-benefits ESSENTIAL BROADBAND SCRIPTS IF NEEDED Scenarios Step 1 Step 2 I'm receiving Universal Credit and would like to get Essential Broadband Great! We'll need to see confirmation, you can get this via the universal credit online service via the payment/statement screen, can you send me a screenshot please? Can send screen shot BAU ​ ​ Cannot send screenshot No worries, I'll need to see the screenshot before processing the order, you can come back and chat with us once you have this okay? We are receiving Universal Credit and would like to get TV bundle We can add a stream TV box to our essential broadband package where you can get over 40 channels and your download apps such as TNT sport, Disney+ etc. *send stream channel lineup* Which offer would you like? YES for Essential Broadband only (If image proof is not yet sent through BOT) Great! We'll need to see confirmation, you can get this via the universal credit online service via the payment/statement screen, can you send me a screenshot please? (If image proof is already sent through BOT) BAU - process manually in ICOMS ​ ​ Check TV bundles BAU - probing / discovery / presentation Pension Credit/ESA/Tax Credits/People on benefit/Older benefits/Housing benefits Our social tariff Essential Broadband is currently available to those who are receiving Universal Credit. On the other hand, we can check other offers that will suit your budget. Shall we have a look? if YES BAU ​ ​ if NO Let it go What's 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 (agent to transition on where they left of) GIG2 FULL FIBRE (XGS-PON) GIG2 FULL FIBRE What is Gig2 Good news! Your area is capable of up to 2Gbps broadband speed! Our Gig2 full fibre offers an average download speed of 2,000 Mbps. You'll be able to boost your connectivity with our latest major speed add-on, providing you an average upload speed of 2,000Mbps matching the speed for an extra £6 on top of it. With a full fibre network enabling you to download video games, films, music, and large files in seconds, there's absolutely no caps or traffic management! 🚀 Sounds good? 😊 If customers don't want £6 symmetrical speed Not to worry you'll still receive the download speeds mentioned already, and your average upload will be 100mbps. What do you think? Please remember that you'll be able to add the option to boost your upload speed anytime. 😊 Why can't I get Gig2 at my property? Our Gig2 is available in certain areas at the moment but we are working to expand this product across the UK. Let me go ahead and check if your area is capable of Gig1 instead. Please bear with me for a moment. (Check if customer's address is capable for Gig1 instead) Having checked, the fastest speed available at your property is our Gig1. We are working hard to expand our Gig2 across the UK so I recommend keeping an eye out for any updates on when you can get this, all clear? 😊 PHASED OUT DEALS PHASED OUT DEALS ​ ​ ​ Scenarios Step 1 Step 2 Step 3 I saw this deal yesterday on your website and now when I'm ready to buy, it's gone I see. Our offers change from time to time and that deal has ended. No worries, we can check alternatives that will suit your budget. (budget question if applicable) OHT Price if applicable Why's the X deal is gone on your website? That deal ended on (expiry date). No worries, we can check alternatives that will suit your budget. (budget question if applicable) We usually have a countdown clock to encourage you to grab the deal whilst it's still available. Shall we take a look at other deals I can offer you? OHT Price if applicable Content Type: Announcement Version: 351.0 Created at 01/11/2022 15:31 by No presence informationJessa Mae Malate Last modified at 10/03/2026 09:14 by No presence informationJessa Mae Malate ***MANUAL FAB*** Turn on more accessible mode Skip Ribbon Commands Skip to main content Turn off Animations John Benedict SamUse SHIFT+ENTER to open the menu (new window).Open Menu SettingsUse SHIFT+ENTER to open the menu (new window). Help To navigate through the Ribbon, use standard browser navigation keys. To skip between groups, use Ctrl+LEFT or Ctrl+RIGHT. To jump to the first Ribbon tab use Ctrl+[. To jump to the last selected command use Ctrl+]. To activate a command, use Enter. Browse Tab 1 of 2. View Tab 2 of 2. ShareShare Focus on Content Edit Item Version History Shared With Delete Item Manage Alert Me Actions Home Notebook Converge - Universal Metrics Information Data Messaging Unusual Scenarios Disconnection Avoidance Tracker Canned Responses Center (CRC) KNOWLEDGE BASE/SALES MEMOs REPORTS Recent Title Manual FAB Expires Body Cable Presentation Appreciate you answering all those questions. 😊 Here's what I got XXX. Customers with similar needs like yours usually go for XX, as it offers such great value. Here are the details. This is for only £XX/month with 24 months contract and a set-up fee at no cost. Increasing annually by £4 every April. Or for only £XXX extra per week you can get our Supercharged package, we'll boost your broadband speed from XXXmbps up to XXXmbps with a XGB data O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £XXX per month. Increasing to £XXX a month from April 2027. Increasing to £XXX a month from April 2028. Which do you prefer from the two offers? LANDLINE WEEKEND CHATTER - Talk to your friends and family members with an inclusive unlimited weekend calls to UK landlines. (Numbers beginning 01, 02 and 03 starting within the weekend) ☎ EVENING AND WEEKEND CHATTER - The Evening & weekend chatter package is the line rental of dreams, giving you unlimited calls to UK landlines and UK mobiles from 7pm to 7am Monday to Friday. Plus, all day Saturday and Sunday. (Numbers beginning 01, 02 and 03) ☎ ANYTIME CHATTER - For those talkers who want the freedom to pick up the phone first thing in the morning or last thing at night, Anytime chatter lets you do just that. You can enjoy inclusive any-time-of-the-day calls to UK landlines and UK mobiles (numbers beginning 01, 02 and 03). ☎ INTERNATIONAL ANYTIME CHATTER - Forget international calling cards – now you can give them a ring from your landline with International anytime chatter. You'll get all the benefits of Anytime chatter, as well as inclusive minutes to make international calls to mobiles and landlines in 50 popular destinations. ☎ If customer asked for which countries, does it cover Argentina, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Chile, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy (including Vatican City), Japan, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Morocco, Netherlands, New Zealand, Norway, Peru, Poland, Portugal, Romania, Singapore, Slovak Republic, Slovenia, South Africa, Spain, Sweden, Switzerland, Thailand, Turkey, USA and Venezuela. BROADBAND SOLUS M125 - You can connect via our superfast broadband with an average download speed of 132mbps and an average upload speed of 20mbps 📶 - Best for busy households with 5-9 devices connected at a time M250 - You can connect via our superfast broadband with an average download speed of 264mbps and an average upload speed of 25mbps 📶 - Best for busy households with 10+ devices M350 - You can connect via our superfast broadband with an average download speed of 362mbps and an average upload speed of 36mbps 📶 - Best for streaming and browsing! M500 - Our ultrafast M500 with an average speed of 516Mbps download speed and 52mbps average upload speed 📶 - For superfast downloads and super-connected homes - Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! GIG1 - 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. - Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! GIG2 - Our ultrafast Gig2 with an average download speed of 2000Mbps and an average upload speed of 200mbps 📶 - You can all do more online, at the same time, with our fastest Broadband. - Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! DUALS M50 - You can connect via our superfast broadband with an average download speed of 54mbps and an average upload speed of 5mbps 📶 - For those talkers who want the freedom to pick up the phone first thing in the morning or last thing at night, Anytime chatter lets you do just that. You can enjoy inclusive any-time-of-the-day calls to UK landlines and UK mobiles (numbers beginning 01, 02 and 03). ☎ M125 - You can connect via our superfast broadband with an average download speed of 132mbps and an average upload speed of 20mbps 📶 - For those talkers who want the freedom to pick up the phone first thing in the morning or last thing at night, Anytime chatter lets you do just that. You can enjoy inclusive any-time-of-the-day calls to UK landlines and UK mobiles (numbers beginning 01, 02 and 03). ☎ M250 - You can connect via our superfast broadband with an average download speed of 264mbps and average upload speed of 25mbps 📶 - For those talkers who want the freedom to pick up the phone first thing in the morning or last thing at night, Anytime chatter lets you do just that. You can enjoy inclusive any-time-of-the-day calls to UK landlines and UK mobiles (numbers beginning 01, 02 and 03). ☎ M350 - You can connect via our superfast broadband with an average download speed of 362mbps and average upload speed of 36mbps 📶 - For those talkers who want the freedom to pick up the phone first thing in the morning or last thing at night, Anytime chatter lets you do just that. You can enjoy inclusive any-time-of-the-day calls to UK landlines and UK mobiles (numbers beginning 01, 02 and 03). ☎ M500 - Our ultrafast M500 with an average speed of 516Mbps download speed and 52mbps average upload speed 📶 - Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! - For those talkers who want the freedom to pick up the phone first thing in the morning or last thing at night, Anytime chatter lets you do just that. You can enjoy inclusive any-time-of-the-day calls to UK landlines and UK mobiles (numbers beginning 01, 02 and 03). ☎ GIG1 - Our ultrafast Gig1 with an average download speed of 1130mbps and an average upload speed of 104mbps 📶 - Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! - For those talkers who want the freedom to pick up the phone first thing in the morning or last thing at night, Anytime chatter lets you do just that. You can enjoy inclusive any-time-of-the-day calls to UK landlines and UK mobiles (numbers beginning 01, 02 and 03). ☎ Flex - With over 150 free channels and your favourite apps, including Catch up and On Demand TV. Get 10% credit back on any full-price TV channel packs like Sky Sports and Essential Entertainment. - Get all entertainment subscriptions on a fuss-free 30-day rolling contract. CHANNELS | TV SPORTS 200+ TV channels where you can enjoy great moments from some of the world’s biggest sporting events, including football, golf, cricket and more, in glorious HD. 8 Sky Sports HD channels, including Main Event and F1 If asked: Sky Sports channels included: Sky Sports Main Event HD, Sky Sports PL HD, Sky Sports Football HD, Sky Sports Cricket HD, Sky Sports Golf HD, Sky Sports F1 HD, Sky Sports NFL HD, Sky Sports Arena HD, Sky Sports News HD, Sky Sports Mix HD CINEMA 200+ TV channels where you can watch all 11 family favourite channels loaded with blockbusters, award-winners, new premieres every day and more than 1,000 movies On Demand. If asked: Sky Cinema channels included: Sky Prem HD, Sky Animation HD, Sky Hits HD, Sky Greats HD, Sky Family HD, Sky Action HD, Sky Comedy HD, Sky Thriller HD, Sky Drama & Romance HD, Sky Scifi HD, Sky Select HD Entertainment 180+ TV channels - Access top entertainment networks like Sky Showcase, Sky Witness, Comedy Central, Discovery, and National Geographic, plus all your favorite Freeview channels. If asked Entertainment channels such as: Virgin TV Ultra HD, Sky Showcase HD, Sky Witness HD, Sky Max HD, Sky Comedy HD, Sky Sci-Fi HD, Sky Arts HD, U&GOLD HD, Comedy Central HD, Comedy Central Extra, Sky Replay, E! HD, TLC HD, DMAX, MTV HD. Sky Witness +1, Comedy Central +1, U&Gold+1, TLC+1, DMAX +1. DUALS - BROADBAND & TV Big Bundle - With over 100+ channels and catch-up services and apps like BBC iPlayer and YouTube. Experience our newest Virgin TV 360 with super-clever Voice Search and Control and personal Profiles 📺 - My Watchlist feature that allows you to save shows from anywhere, all in one place - You can connect via our superfast broadband with an average download speed of 264mbps and upload speed of 25mbps 📶 Entertainment Bundle - 200+ TV channels such as Gold and Sky Showcase 📺 - My Watchlist feature that allows you to save shows from anywhere, all in one place - You can connect via our superfast broadband with an average download speed of 362mbps and upload speed of 36mbps 📶 - Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! Sports Bundle - 200+ TV channels which includes 8 Premium Sky Sports channels such as Main Event and F1 📺 - My Watchlist feature that allows you to save shows from anywhere, all in one place - You can connect via our superfast broadband with an average download speed of 362mbps and upload speed of 36mbps 📶 - Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! Cinema Bundle - 200+ TV channels which includes Sky Cinema HD channels 📺 🎬 - My Watchlist feature that allows you to save shows from anywhere, all in one place - You can connect via our superfast broadband with an average download speed of 362mbps and upload speed of 36mbps 📶 - Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! Sport + Cinema Bundle - 210+ TV channels which include Sky Sports and Sky Cinema HD channels 📺 - My Watchlist feature that allows you to save shows from anywhere, all in one place - Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! - You can connect via our superfast broadband with an average download speed of 516mbps and upload speed of 52mbps 📶 Max Volt Bundle - 230+ TV channels which include Sky Sports HD and Sky Cinema HD channels 📺 - Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! - O2 sim card with unlimited data, calls and texts - You can connect via our superfast broadband with an average download speed of 1130mbps and upload speed of 104mbps 📶 Additional Script: For those customers who wish to upgrade the Netflix subscription to Premium – "Just so you know, you currently have Netflix Standard with Ads selected. You can upgrade to Premium during checkout or anytime through your online account for ad-free viewing and 4K quality." BROADBAND HONESTY STATEMENT M50 Virgin Media estimate that at peak times the download speed to your Virgin Media router will range between 52 and 55 Mbps and your upload speed will range between 5 and 5 Mbps. However, the actual speed you experience will vary and may be lower than your estimate. This may be due to a number of factors including your use of WiFi, your equipment, your internal wiring, peak time congestion and the number of subscribers accessing a particular website. For more information on estimated speeds, how speeds may be affected by policies such as traffic management and fair usage, our commitment to Ofcom's Broadband Speeds Code of Practice and what to do if you experience speed problems, check out virginmedia.com/ourspeeds. The minimum download speed to your Virgin Media router should not fall below 27 Mbps. If you are within your minimum term, you may have the right to exit your Virgin Media contract without penalty if your broadband speed falls below the minimum download speed for three consecutive days or more, and we are unable to fix the problem within 30 days of your reporting the problem to Virgin Media. If you receive a download speed to your Virgin Media router which is below the minimum download speed, please contact us. We will send you an email with this information within 7 days. M125 Virgin Media estimate that at peak times the download speed to your Virgin Media router will range between 134 and 137 Mbps and your upload speed will range between 21 and 21 Mbps. However, the actual speed you experience will vary and may be lower than your estimate. This may be due to a number of factors including your use of WiFi, your equipment, your internal wiring, peak time congestion and the number of subscribers accessing a particular website. For more information on estimated speeds, how speeds may be affected by policies such as traffic management and fair usage, our commitment to Ofcom's Broadband Speeds Code of Practice and what to do if you experience speed problems, check out virginmedia.com/ourspeeds. The minimum download speed to your Virgin Media router should not fall below 66 Mbps. If you are within your minimum term, you may have the right to exit your Virgin Media contract without penalty if your broadband speed falls below the minimum download speed for three consecutive days or more, and we are unable to fix the problem within 30 days of your reporting the problem to Virgin Media. If you receive a download speed to your Virgin Media router which is below the minimum download speed, please contact us. We will send you an email with this information within 7 days. M250 Virgin Media estimate that at peak times the download speed to your Virgin Media router will range between 269 and 274 Mbps and your upload speed will range between 26 and 26 Mbps. However, the actual speed you experience will vary and may be lower than your estimate. This may be due to a number of factors including your use of WiFi, your equipment, your internal wiring, peak time congestion and the number of subscribers accessing a particular website. For more information on estimated speeds, how speeds may be affected by policies such as traffic management and fair usage, our commitment to Ofcom's Broadband Speeds Code of Practice and what to do if you experience speed problems, check out virginmedia.com/ourspeeds. The minimum download speed to your Virgin Media router should not fall below 132 Mbps. If you are within your minimum term, you may have the right to exit your Virgin Media contract without penalty if your broadband speed falls below the minimum download speed for three consecutive days or more, and we are unable to fix the problem within 30 days of your reporting the problem to Virgin Media. If you receive a download speed to your Virgin Media router which is below the minimum download speed, please contact us. We will send you an email with this information within 7 days. M350 Virgin Media estimate that at peak times the download speed to your Virgin Media router will range between 375 and 384 Mbps and your upload speed will range between 36 and 37 Mbps. However, the actual speed you experience will vary and may be lower than your estimate. This may be due to a number of factors including your use of WiFi, your equipment, your internal wiring, peak time congestion and the number of subscribers accessing a particular website. For more information on estimated speeds, how speeds may be affected by policies such as traffic management and fair usage, our commitment to Ofcom's Broadband Speeds Code of Practice and what to do if you experience speed problems, check out virginmedia.com/ourspeeds. The minimum download speed to your Virgin Media router should not fall below 181 Mbps. If you are within your minimum term, you may have the right to exit your Virgin Media contract without penalty if your broadband speed falls below the minimum download speed for three consecutive days or more, and we are unable to fix the problem within 30 days of your reporting the problem to Virgin Media. If you receive a download speed to your Virgin Media router which is below the minimum download speed, please contact us. We will send you an email with this information within 7 days. M500 Virgin Media estimate that at peak times the download speed to your Virgin Media router will range between 528 and 548 Mbps and your upload speed will range between 51 and 52 Mbps. However, the actual speed you experience will vary and may be lower than your estimate. This may be due to a number of factors including your use of WiFi, your equipment, your internal wiring, peak time congestion and the number of subscribers accessing a particular website. For more information on estimated speeds, how speeds may be affected by policies such as traffic management and fair usage, our commitment to Ofcom's Broadband Speeds Code of Practice and what to do if you experience speed problems, check out virginmedia.com/ourspeeds. The minimum download speed to your Virgin Media router should not fall below 258 Mbps. If you are within your minimum term, you may have the right to exit your Virgin Media contract without penalty if your broadband speed falls below the minimum download speed for three consecutive days or more, and we are unable to fix the problem within 30 days of your reporting the problem to Virgin Media. If you receive a download speed to your Virgin Media router which is below the minimum download speed, please contact us. We will send you an email with this information within 7 days. Gig1 Virgin Media estimate that at peak times the download speed to your Virgin Media router will range between 1058 and 1143 Mbps and your upload speed will range between 99 and 105 Mbps. However, the actual speed you experience will vary and may be lower than your estimate. This may be due to a number of factors including your use of WiFi, your equipment, your internal wiring, peak time congestion and the number of subscribers accessing a particular website. For more information on estimated speeds, how speeds may be affected by policies such as traffic management and fair usage, our commitment to Ofcom's Broadband Speeds Code of Practice and what to do if you experience speed problems, check out virginmedia.com/ourspeeds. The minimum download speed to your Virgin Media router should not fall below 565 Mbps. If you are within your minimum term, you may have the right to exit your Virgin Media contract without penalty if your broadband speed falls below the minimum download speed for three consecutive days or more, and we are unable to fix the problem within 30 days of your reporting the problem to Virgin Media. If you receive a download speed to your Virgin Media router which is below the minimum download speed, please contact us. We will send you an email with this information within 7 days. Gig2 Virgin Media estimate that at peak times the download speed to your Virgin Media router will range between 1923 and 2085 Mbps and your upload speed will range between 207 and 208 Mbps. However, the actual speed you experience will vary and may be lower than your estimate. This may be due to a number of factors including your use of WiFi, your equipment, your internal wiring, peak time congestion and the number of subscribers accessing a particular website. For more information on estimated speeds, how speeds may be affected by policies such as traffic management and fair usage, our commitment to Ofcom's Broadband Speeds Code of Practice and what to do if you experience speed problems, check out virginmedia.com/ourspeeds. The minimum download speed to your Virgin Media router should not fall below 1000 Mbps. If you are within your minimum term, you may have the right to exit your Virgin Media contract without penalty if your broadband speed falls below the minimum download speed for three consecutive days or more, and we are unable to fix the problem within 30 days of your reporting the problem to Virgin Media. If you receive a download speed to your Virgin Media router which is below the minimum download speed, please contact us. We will send you an email with this information within 7 days. Content Type: Announcement Version: 27.0 Created at 19/09/2024 12:55 by No presence informationJessa Mae Malate Last modified at 17/03/2026 18:37 by No presence informationJessa Mae Malate ***ESSENTIAL BROADBAND*** Turn on more accessible mode Skip Ribbon Commands Skip to main content Turn off Animations John Benedict SamUse SHIFT+ENTER to open the menu (new window).Open Menu SettingsUse SHIFT+ENTER to open the menu (new window). Help To navigate through the Ribbon, use standard browser navigation keys. To skip between groups, use Ctrl+LEFT or Ctrl+RIGHT. To jump to the first Ribbon tab use Ctrl+[. To jump to the last selected command use Ctrl+]. To activate a command, use Enter. Browse Tab 1 of 2. View Tab 2 of 2. ShareShare Focus on Content Edit Item Version History Shared With Delete Item Manage Alert Me Actions Home Notebook Converge - Universal Metrics Information Data Messaging Unusual Scenarios Disconnection Avoidance Tracker Canned Responses Center (CRC) KNOWLEDGE BASE/SALES MEMOs REPORTS Recent Title ESSENTIAL BROADBAND FILES Expires Body ​ ESSENTIAL BROADBAND EXISTING CUSTOMER * BRIEFING DOCUMENT * EBB EXISTING CUSTOMER INSTRUCTION * EBB EXCEPTIONS * ESSENTIAL BB WITH STREAM PROCESS SCRIPTS TITLE SUB-TITLE SCRIPT NOTES Intro EXISTING! Perfect NAME! You're in! Please bear with me while I check your account. Perfect NAME! Can you please confirm that I'm speaking with the account holder? NEW CUSTOMER Hey X. I've got all your details and will process your order for you. Please bear with me, I'll have this done ASAP. 👍 Hi XX! Please bear with me while I check your account. Whilst checking, can you please confirm that I'm speaking with the account holder? DPA DPA SWC if the details in BOT is incorrect Thanks. In order to make sure that the account is secure, can you please provide the X, X, and X characters of your account password? This is the password you use when you call in, and not your online account password. 🔑 DPA SWC Fail We appreciate your patience X. It's important you double check that all your information is correct in order for us to access your account. We recommend closing the chat window and trying again. We'll be happy to pick this conversation back up as soon as possible. In the meantime, would there be anything else I can assist you with? DPA SWC if the characters provided didn’t match The characters of the secure password you quoted did not match the details on the account. Not to worry. I can ask you security questions instead. DPA SWC Unsure Due to the data protection act, we need to be sure on the answers provided. Can you confirm which set of characters is the correct one please? ONLY IF THE CUSTOMER PROVIDED DIFFERENT SETS OF CHARACTERS - this is only to confirm if there are multiple sets of characters provided by the customers SUPPORT PAYMENT DON'T MATCH FROM VIRGIN MEDIA ACCOUNT The support payment should be under the same name as the virgin media account. Let me transfer you to the team who can provide you with other options to get savings on your current package. Alright? 👍 DPA SWC SECURITY QUESTIONS General Questions Which package do you subscribe to? Can you confirm your email address registered on the account? Can you confirm the mobile number registered on the account? Can you confirm your date of birth? Financial Questions What was your last bill value? When is your next bill due? Can you confirm your last 4 digits of your bank account? Which date does your Direct Debit usually come out of your account? IMPORTANT NOTE: For 'What was your last bill value?', £2 tolerance no longer accepted IF YOU ARE USING ICARE, PLEASE MAKE SURE TO ASK THE RELEVANT QUESTION THAT'S BEING ASKED IN ICARE THIRD PARTY Can you please confirm your full name as it appears on the Virgin Media account? (You'll find this in your account or within the app). If the customer realises that the account is named after the husband/wife/partner/family member/friend: SCRIPT: I see. Can I speak with the account holder if he/she is with you right now? If YES – we can ask the account holder to take over the chat for a minute SCRIPT: Is it okay for him/her to take over the chat for a minute please? If YES – follow BAU DPA process for the account holder. Once passed, ask for the authorisation: SCRIPT: Is it okay for [3rd party’s name] to make changes on the account on your behalf? If NO – (AH unavailable) If passed DPA (via password characters) – assist with general queries ONLY. No changes should be made on the account including sales. If failed DPA – SCRIPT: We were unable to verify the account with the information you’ve provided. No worries you can chat us back once the account holder is available. Is there anything else that I can help you with? DPA FAILED (SEND E-BILL) The answers to your security questions were incorrect, this means I am unable to access your account. Not to worry, I can send you a bill via email which contains the information you need to gain access on your account. Let me know once you received it. 👍 BILLING It shows in your account that there's a pending balance of £X. We need to take atleast £x for us to process the Essential Broadband for you. How would you like to proceed? IF THERE ARE PENDING PAYMENTS / AREARS The DPA process is in place to keep your account secure and prevent unautho (D>9) The DPA process is in place to keep your account secure and prevent unauthorised access. As soon as you can obtain the necessary details, we can pick this back up, OK? FAB Essential Broadband • 15Mbps Fibre Broadband • £12.50 a month on a 30-day rolling contract • Free setup • Virgin Media WiFi Hub • 15Mbps average download speed • 2Mbps average upload speed Essential Broadband Plus • 54Mbps Fibre Broadband • £20 a month on a 30-day rolling contract • Free setup • Virgin Media WiFi Hub • 54Mbps average download speed • 5Mbps average upload speed Essential Broadband Plus with Flex • 54Mbps Fibre Broadband • £20 a month on a 30-day rolling contract • One-off £0 Flex setup fee • Virgin Media WiFi Hub • 54Mbps average download speed • 5Mbps average upload speed RENEWAL 15Mbps Let me process the renewal of your package, which is M15 Essential Broadband for the same price of £12.50/month. RENEWAL 54Mbps Let me process the renewal of your package, which is M50 Essential Broadband Plus for the same price of £20/month. BB HONESTY Your current X mbps broadband will be changed to M50 Essential broadband. I just need to share some quick information with you about our broadband service. Virgin Media estimate that at peak times the download speed to your Virgin Media router will range between 52 and 55 Mbps and your upload speed will range between 5 and 5 Mbps. However, the actual speed you experience will vary and may be lower than your estimate. This may be due to a number of factors including your use of WiFi, your equipment, your internal wiring, peak time congestion and the number of subscribers accessing a particular website. For more information on estimated speeds, how speeds may be affected by policies such as traffic management and fair usage, our commitment to Ofcom's Broadband Speeds Code of Practice and what to do if you experience speed problems, check out virginmedia.com/ourspeeds. The minimum download speed to your Virgin Media router should not fall below 27 Mbps. If you are within your minimum term, you may have the right to exit your Virgin Media contract without penalty if your broadband speed falls below the minimum download speed for three consecutive days or more, and we are unable to fix the problem within 30 days of your reporting the problem to Virgin Media. If you receive a download speed to your Virgin Media router which is below the minimum download speed, please contact us. We will send you an email with this information within 7 days. Let me know if you are not able to read it, okay? Disconnection / Downgrade Landline As the package only includes broadband, please be aware that this also means the disconnection of the home phone service. Loss of all inbound and outbound call capability, including emergency service (999, 112) call capability. Telehealth devices, care alarms, fire alarms or security alarms if there are, will also be disconnected. 📞 If there is Wifi Pods but customer is taking 15mbps broadband (remove) Just a heads up, we will be removing the WiFi pods as it will not work with the chosen broadband package. Is that okay? if customer wants to keep the Plume Pods /WiFi Pods Taking M15 If you will be keeping the pods, it'll be an extra £8 on top of your monthly bill. Would you like to change your package into Essential broadband plus which includes 50mbps broadband? Keeping WiFi Pods M50+ I can see that you have WiFi pods on your account. It'll be an extra £8 on your monthly bill if we are to keep it. How would you like to proceed? If the system requires Removal of Wi-Fi Pods: I can see that you have WiFi pods on your account. Just a heads up, we will be removing the WiFi pods as a result of package change. You can add this back once the new package is activated and it will be an extra £8 on top of your monthly bill. Alright? Removal of TV box As the package only includes broadband, please be advised that your current TV service will be removed immediately today. Is that okay? 📺 TV records All the recorded TV shows will also be removed. Don't worry as we'll be arranging an equipment return for the TV box including the return labels and information about it. One moment while I complete the order. 📺 Return instruction As a result of the removal of your TV service / WiFi Pods. We will send you our pre-paid packaging and it will arrive after 10 days for you to return the Virgin Media TV box. Once the equipment is packaged up, please affix the returns label and take it to your local Collect+ point, you can enter your post code here to find your nearest point: https://www.yodel.co.uk/click-and-collect/virginmedia If your equipment is not returned a charge may be applicable. Marketing If marketing status is YES – do not change and proceed to the next step Whilst processing, let me provide some information. Please click the link. Send Marketing form submit If marketing is currently ‘NO’ screen NC I just need to tell you a little bit about marketing preferences at Virgin Media. To make sure you don't miss out on our latest upgrades and offers, and get the best products and services from Virgin Media and our group companies, we'd like to stay in touch online and by phone, text message, post and email. We only send relevant communications, and we won't bombard you. And you can change your mind any time by updating your marketing preferences in Your Account, or My Virgin Media if you have TV, broadband or phone with us. Are you happy to be contacted? Email Are we going to use the same email address that you've provided earlier for the confirmation of the new changes? Is this the email address that we are going to use in sending updates and confirmation from now on? 😊 EECC SEND THIS ACCESSIBILITY/SEND ACCORDING TO ICOMS Here at Virgin Media, we always aim to tailor our services and support to cater for our customers, including those with access needs. Do you have any impairments or personal circumstances that we can support you with or require communications in an alternative format? I am now sending your pre-contract documentation to the email address and/or mobile number we have taken from you. Can you please confirm you’ve received the SMS and/or email? Can you please confirm you are happy for me to continue and complete the order? Work Order We're almost done. Here's your Work Order Number: Your contract is subject to a minimum term of 30 days. BILL Just a heads up, your next bill will be prorated. The prorate computation depends on your billing cycle. These are partial charges from the days when you had your old package combined with the days when you had the new one within your billing cycle. You'll also receive an email about the changes. Alright? 😊 RECAP If BB + Stream That's it! Your order is complete! 😊 Just a quick recap, we have changed your package from XX to XX for X. The new package will be activated once the flex box has been delivered on X. To manage your account in the future, you may visit this link: virginmedia.com/myvirginmedia where you can register or sign in your My Virgin Media account to view your bills, make a payment, setup a direct debit and much more In the meantime, would there be anything else I can assist you with aside from this? RECAP If BB only That's it! Your order is complete! 😊 Just a quick recap, we have changed your package from XX to XX for X. The new package will be activated within a few hours if not right away. To manage your account in the future, you may visit this link: virginmedia.com/myvirginmedia where you can register or sign in your My Virgin Media account to view your bills, make a payment, setup a direct debit and much more In the meantime, would there be anything else I can assist you with aside from this? Closing 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! 👋 EBB - Asking for a credit/discount I hear you. This deal is the best price because it's already discounted. Rest assured that there will be no price changes while you are on the Essential broadband plan. Sounds good? 😊 EBB not verified (refer to chat again through link)– OMNI Thanks for contacting. In order for us to verify your eligibility on our social tariffs, please click the following link https://www.virginmedia.com/broadband/low-income-families and please click on to "Go to Live chat". This will check your details against the database and we'll help you straight away. Our chat conversation might end once you join to that Live chat but don't worry, we'll pick it up once you're done with the verification. Alright? EBB not verified (Customer tried to send proof through link) – OMNI (Insert whatever empathy is appliclable here). We'll need to see confirmation of your XXXX. Kindly send an image of it with your name and address included. You may send the proof to this email: OutsourceSitel.SalesWebChat@virginmedia.co.uk Let me know once you have sent it, okay? EBB - Wants to call to process I understand that you'd like to get this sorted over the phone but at the moment, any package change related to Essential Broadband is being handled through Webchat. No worries, we'll make this quick and easy. Shall we proceed? 😊 Asking for proof/support document We'll need to see confirmation of your . Kindly send an image of it with your name and address included. Address does not match 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? Essential Plans TN: We do not proactively offer Essential plans. Scripts are to be sent only if the customer asked about it Perfect! As you're interested with our Essential plans for mobile, kindly visit this link o2.co.uk/essential-plan. Is there anything else I can help you with? ​​ Content Type: Announcement Version: 60.0 Created at 22/02/2023 16:33 by No presence informationJessa Mae Malate Last modified at 20/02/2026 11:57 by No presence informationJessa Mae Malate ***ORDER LINKS*** VMUK Sales WebChatCampaign Codes and Order links.xlsxMicrosoft Excel Web AppJohn Benedict SamHelpExit File DownloadData Find A B C D E F G H I J K L M N O P Q R S T U V W X Y Z AA AB AC AD 12345678910111213141516171819202122232425262728 29303132333435363738394041424344454647484950515253545556 57585960616263646566676869707172737475767778798081828384 Sample LINKhttps://www.virginmedia.com/buy/quick-checkout?bundleId=4684&apm=1Change the ID code (numbers)IDBB_Network_TypeNameDescriptionContract_months4303DOCSISM50 Fibre BroadbandBB Solus245000DOCSISM50 Fibre Broadband + FlexBB Solus + Stream244302DOCSISM125 Fibre BroadbandBB Solus245001DOCSISM125 Fibre Broadband + FlexBB Solus + Stream244302DOCSISM125 Fibre BroadbandBB Solus245001DOCSISM125 Fibre Broadband + FlexBB Solus + Stream244301DOCSISM250 Fibre BroadbandBB Solus245002DOCSISM250 Fibre Broadband + FlexBB Solus + Stream244300DOCSISM350 Fibre BroadbandBB Solus245003DOCSISM350 Fibre Broadband + FlexBB Solus + Stream244304DOCSISM500 Fibre BroadbandBB Solus245004DOCSISM500 Fibre Broadband + FlexBB Solus + Stream244305DOCSISGig1 Fibre BroadbandBB Solus245005DOCSISGig1 Fibre Broadband + FlexBB Solus + Stream244304DOCSISM500 Fibre BroadbandBB Solus245004DOCSISM500 Fibre Broadband + FlexBB Solus + Stream244305DOCSISGig1 Fibre BroadbandBB Solus245005DOCSISGig1 Fibre Broadband + FlexBB Solus + Stream249103DOCSISVolt M125 Fibre BroadbandBB Solus Volt - EXO2245006DOCSISVolt M125 Fibre Broadband + FlexBB Solus Volt + Stream - EXO2249102DOCSISVolt M250 Fibre BroadbandBB Solus Volt - EXO2245007DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream - EXO2249102DOCSISVolt M250 Fibre BroadbandBB Solus Volt - EXO2245007DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream - EXO2249101DOCSISVolt M350 Fibre BroadbandBB Solus Volt - EXO224 5008DOCSISVolt M350 Fibre Broadband + FlexBB Solus Volt + Stream - EXO2249104DOCSISVolt M500 Fibre BroadbandBB Solus Volt - EXO2245009DOCSISVolt M500 Fibre Broadband + FlexBB Solus Volt + Stream - EXO2249105DOCSISVolt Gig1 Fibre BroadbandBB Solus Volt - EXO2245010DOCSISVolt Gig1 Fibre Broadband + FlexBB Solus Volt + Stream - EXO2249105DOCSISVolt Gig1 Fibre BroadbandBB Solus Volt - EXO2245010DOCSISVolt Gig1 Fibre Broadband + FlexBB Solus Volt + Stream - EXO2249066DOCSISVolt M125 Fibre BroadbandBB Solus Volt + 4GB SIM245011DOCSISVolt M125 Fibre Broadband + FlexBB Solus Volt + Stream + 4GB SIM249701DOCSISVolt M125 Fibre BroadbandBB Solus Volt + 6GB SIM245600DOCSISVolt M125 Fibre Broadband + FlexBB Solus Volt + Stream + 6GB SIM2492800DOCSISVolt M125 Fibre BroadbandBB Solus Volt + 10GB SIM245812DOCSISVolt M125 Fibre Broadband + FlexBB Solus Volt + Stream + 10GB SIM2490701DOCSISVolt M125 Fibre BroadbandBB Solus Volt + 30GB SIM245017DOCSISVolt M125 Fibre Broadband + FlexBB Solus Volt + Stream + 30GB SIM2490713DOCSISVolt M125 Fibre BroadbandBB Solus Volt + Unlimited SIM245029DOCSISVolt M125 Fibre Broadband + FlexBB Solus Volt + Stream + Unlimited SIM249067DOCSISVolt M250 Fibre BroadbandBB Solus Volt + 4GB SIM245012DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream + 4GB SIM249703DOCSISVolt M250 Fibre BroadbandBB Solus Volt + 6GB SIM245601DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream + 6GB SIM2492801DOCSISVolt M250 Fibre BroadbandBB Solus Volt + 10GB SIM245813DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream + 10GB SIM2490702DOCSISVolt M250 Fibre BroadbandBB Solus Volt + 30GB SIM245018DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream + 30GB SIM2490714DOCSISVolt M250 Fibre BroadbandBB Solus Volt + Unlimited SIM245030DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream + Unlimited SIM249067DOCSISVolt M250 Fibre BroadbandBB Solus Volt + 4GB SIM24 5012DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream + 4GB SIM249703DOCSISVolt M250 Fibre BroadbandBB Solus Volt + 6GB SIM245601DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream + 6GB SIM2492801DOCSISVolt M250 Fibre BroadbandBB Solus Volt + 10GB SIM245813DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream + 10GB SIM2490702DOCSISVolt M250 Fibre BroadbandBB Solus Volt + 30GB SIM245018DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream + 30GB SIM2490714DOCSISVolt M250 Fibre BroadbandBB Solus Volt + Unlimited SIM245030DOCSISVolt M250 Fibre Broadband + FlexBB Solus Volt + Stream + Unlimited SIM249068DOCSISVolt M350 Fibre BroadbandBB Solus Volt + 4GB SIM245013DOCSISVolt M350 Fibre Broadband + FlexBB Solus Volt + Stream + 4GB SIM249705DOCSISVolt M350 Fibre BroadbandBB Solus Volt + 6GB SIM245602DOCSISVolt M350 Fibre Broadband + FlexBB Solus Volt + Stream + 6GB SIM2492802DOCSISVolt M350 Fibre BroadbandBB Solus Volt + 10GB SIM245814DOCSISVolt M350 Fibre Broadband + FlexBB Solus Volt + Stream + 10GB SIM2490703DOCSISVolt M350 Fibre BroadbandBB Solus Volt + 30GB SIM245019DOCSISVolt M350 Fibre Broadband + FlexBB Solus Volt + Stream + 30GB SIM2490715DOCSISVolt M350 Fibre BroadbandBB Solus Volt + Unlimited SIM245031DOCSISVolt M350 Fibre Broadband + FlexBB Solus Volt + Stream + Unlimited SIM249069DOCSISVolt M500 Fibre BroadbandBB Solus Volt + 4GB SIM245014DOCSISVolt M500 Fibre Broadband + FlexBB Solus Volt + Stream + 4GB SIM249707DOCSISVolt M500 Fibre BroadbandBB Solus Volt + 6GB SIM245603DOCSISVolt M500 Fibre Broadband + FlexBB Solus Volt + Stream + 6GB SIM2492803DOCSISVolt M500 Fibre BroadbandBB Solus Volt + 10GB SIM245815DOCSISVolt M500 Fibre Broadband + FlexBB Solus Volt + Stream + 10GB SIM2490704DOCSISVolt M500 Fibre BroadbandBB Solus Volt + 30GB SIM245020DOCSISVolt M500 Fibre Broadband + FlexBB Solus Volt + Stream + 30GB SIM2490716DOCSISVolt M500 Fibre BroadbandBB Solus Volt + Unlimited SIM24 Scroll to the first sheetScroll to the previous sheetScroll to the next sheetScroll to the last sheet ICOMS Codes Order links_DOCSIS Order links_XGS-PON ***OHT BACK UP*** Turn on more accessible mode Skip Ribbon Commands Skip to main content Turn off Animations John Benedict SamUse SHIFT+ENTER to open the menu (new window).Open Menu SettingsUse SHIFT+ENTER to open the menu (new window). Help To navigate through the Ribbon, use standard browser navigation keys. To skip between groups, use Ctrl+LEFT or Ctrl+RIGHT. To jump to the first Ribbon tab use Ctrl+[. To jump to the last selected command use Ctrl+]. To activate a command, use Enter. Browse Tab 1 of 2. View Tab 2 of 2. ShareShare Focus on Content Edit Item Version History Shared With Delete Item Manage Alert Me Actions Home Notebook Converge - Universal Metrics Information Data Messaging Unusual Scenarios Disconnection Avoidance Tracker Canned Responses Center (CRC) KNOWLEDGE BASE/SALES MEMOs REPORTS Recent Title OHT BACK UP Expires Body UNDECIDED Scenarios Step 1 Step 2 Let go ​Customer wants to speak to current provider / family / friends / housemates Provider/Comparing deals: No problem, out of interest how much do you pay with your current provider? Family/friends/housemates/If customer wants to check EDF/Cancellation from current provider: No problem, are you able to talk to them while I stay online so I can help answer any questions they may have? Provider: If not cheaper: Move to price too expensive STEP 2 If cheaper- If we are to compare our deals from what you are currently paying, you'll save X/month. (send the below script) Family/friends/housemates: I’ll be happy to provide £50 credit towards your first bill so we secure your preferred date as it might not be available when you return. You can always change the date at no cost before it’s installed. 👍 How does that sound? BTL: (£35 CREDIT TO BE USED TO WAIVER ACTIVATION FEE ONLY) Most of our customers secure the installation date they want incase it's not available when they come back. You can also do the same and if you need to change the package or date, you can for free, what do you think? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? ​Affiliates: Customer wants to speak to current provider / family / friends / housemates Provider/Comparing deals: No problem, out of interest how much do you pay with your current provider? Family/friends/housemates/If customer wants to check EDF/Cancellation from current provider: No problem, are you able to talk to them while I stay online so I can help answer any questions they may have? If not cheaper: Move to Price Affiliates: It's too expensive/it's too much STEP 1 If cheaper- If we are to compare our deals from what you are currently paying, you'll save X/month. (send the below script) Most of our customers secure a preferred date as it might not be available when you return. You can always change the date at no cost before it’s installed. 👍 How does that sound? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? Customer doesn't have a move in date and needs to speak to landlord about the installation No issues, you can reserve a provisional date then if your move goes ahead on time you'll be connected straight away or if the date changes, it's easy to rearrange. How does that sound? If the customer asks how to rearrange: You can just call us at X once you have your account number with you, usually after 48 hours, alright? Homeowner: I’ll be happy to provide £50 credit towards your first bill so we secure your preferred date as it might not be available when you return. You can always change the date at no cost before it’s installed. 👍 How does that sound? Landlord: No problem, are you able to talk to them while I stay online, so I can help answer any questions they may have? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? Customer wants to shop around / look elsewhere May I please ask what’s holding you back so I can see if we can help? If customer provides answer: *Find the closest product to match competitor and present* Because you mentioned you have seen an offer from XXX of £X. We have our £XX per month deal, I'm also happy to provide a £50 credit on top. (send image). If NO: (solus and dual) Okay, we can drop the broadband speed to XXmbps for £XX per month cheaper and I'm happy to provide a £50 credit on top. What do you think? If NO (triples): Okay, we can drop XX channels for £XX per month cheaper and I'm happy to provide a £50 credit on top. What do you think? *If customer agrees, then explain total cost per month and move forward with link.' No need to ask if the customer wants to proceed again. No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? Customer needs to think it through. General queries **Make sure to understand why they need to think through and needs to shop around** May I please ask what’s holding you back so I can see if we can help? Move to a different path if the reluctance is about price/competitor or wants to seek advice from another family members If there isn't any reason uncovered Got it. I’ll be happy to provide £50 credit towards your first bill so we secure your preferred date as it might not be available when you return. You can always change the date at no cost before it’s installed. 👍 How does that sound? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? Cx enquiring on behalf of someone else No problem, are you able to talk to them while I stay online so I can help answer any questions they may have? No problem. It's worth securing the installation date as soon as possible incase it's not available. If they need to change the package or date, they can at no cost, how does that sound? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? PRICE Scenarios Step 1 Step 2 Step 3 Let go It's too expensive/it's too much If customer has already given a specific budget i.e. value outside of bot range. Move to step 2. I see. Let's review the offers and see what best suits you. What's your budget? 😊 If YES: *Find the closest product to match budget and present* Because you mentioned you have a budget of £X. We have our £XX per month deal (send image). If NO: (solus and dual) Okay, we can drop the broadband speed to XXmbps for £XX per month cheaper. What do you think? If NO (triples): Okay, we can drop XX channels for £XX per month cheaper. What do you think? *If customer agrees, then explain total cost per month and move forward with link.' No need to ask if the customer wants to proceed again. The price has already been trimmed down on that package but, I'll be happy to add an exclusive one-time credit of £X on top of my offer which is not available anywhere. Plus, our offers change from time to time so it's recommended to secure an installation while it's available. You'll also have a 14-day cooling-off period to experience our services first hand. What do you think? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? If a customer has selected BB only and a dual is cheaper We’ve got cheaper offers available if you add a landline, okay? *If yes move to step 2* *If no move to the above OHT flow* If a customer asks why it's cheaper to add phoneline: Basically the more services that you take the bigger the discount, so if you add a phoneline you can save £XX per month *send image* How does that sound? The price has already been trimmed down on that package but, I'll be happy to add an exclusive one-time credit of £50/£35 on top of my offer which is not available anywhere. Plus, our offers change from time to time so it's recommended to secure an installation while it's available. You'll also have a 14-day cooling offer period to experience our services firsthand. What do you think? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? ​Affiliates: It's too expensive/it's too much This deal is the best price because it's already discounted. I highly suggest to take advantage of that offer while it is still available. Sounds good, right? If offer comes with BC/Voucher: Bill credit: This is an exclusive *affiliate name* offer. You'd get it for £X/month with £X bill credit- that's like X months free with no setup cost! Sounds good, right? Voucher: This is an exclusive *affiliate name* offer you'd get it for £X/month with £X voucher which isn't available on our website. You also have no set up fee, good deal right? Most of our customers secure the installation date they want incase it's not available when they come back. We also have a 14-day cooling off period, so you can experience our services firsthand, shall we continue? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? Affiliates/R.A.F- Extra discount We can only honour one promotion at a time, kindly choose between the affiliate offer/referral bonus and the £35/£50 bill credit. Let me know which one you prefer? Most of our customers secure the installation date they want incase it's not available when they come back. We also have a 14-day cooling off period, so you can experience our services firsthand, shall we continue? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? N/A Customer proactively asks specifically bill credit. Yes, I can provide you with a £50 credit that will be added to your first bill. Happy to proceed?😎 N/A N/A N/A Customer asks for help towards disconnection/exit fee Yes, I can provide you with a £50 credit that will be added to your first bill. Happy to proceed?😎 N/A N/A N/A If a customer has selected BB only and a dual is cheaper We can add a phoneline to reduce the price, N/A N/A N/A COMPETITOR Scenarios Step 1 Step 2 Let go "I'm paying less than that" I hear you, what price and speed are they offering if you don't mind me asking? Taking into consideration the speed difference of what we can offer, if I was to give you an additional £50 off your first bill would you be happy to proceed? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? I'm getting the same for less What services do you get and how much? I understand XX are offering you a better price however on top of our faster speeds, I’d be happy to provide you with a £50 bill credit towards your first payment, how does that sound? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? "can you price match?" (other provider offering competitive deal) What services do you get and how much? Because we provide faster broadband, the best I can is offer you a £50 bill credit to help towards your first bill, happy to proceed? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? What services do you get and how much? I understand XX are offering you a better price however on top of our faster speeds, I’d be happy to provide you with a £50 bill credit towards your first payment, how does that sound? No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? PRICE AND COMPETITOR Below scripts are for customers who suddenly refused to take the offer because it's expensive at first then later on down the path, they are now comparing our deals from other providers SCENARIOS INSTRUCTION SCRIPT that's too expensive use price OHT I understand. Let’s review the offers again and see what best suits you. What's your budget? budget is only an additional £5 to the offer Got it. How about a bill credit of £50 on top of the offer? If we were to calculate over the 18months would drop the price by almost £3 (£2.77). For just an extra £X above your budget, you'll get faster broadband (or other benefits). How does that sound? budget is < £5 to the offer Got it. How about a bill credit of £50 on top of the offer? If we were to calculate over the 18months would drop the price by almost £3 (£2.77). How does that sound? no thank you, I'm getting a better/cheaper deal from XX I hear you, what price and speed are they offering if you don't mind me asking? I have XX with XX speed for as low as XX if the bb speed is too low If bill credits were not mentioned yet Taking into consideration the speed difference of what we can offer, plus the £50 bill credit off your first bill, would you be happy to proceed? If bill credits were mentioned I hear you. Just so you know we're 16x faster than Sky and BT’s, and it has a WiFi technology that automatically fixes connection issues. You can reserve a provisional installation date and give our services a try. What do you think? if their bb is faster and cx is getting a good deal from other providers If bill credits were mentioned We own and operate our own cable broadband network unlike other provider which uses Openreach, plus we use newer technology to deliver faster speeds. You can reserve a provisional installation date and give our services a try. What do you think? If bill credits were not mentioned yet I understand Sky is offering you a better price however on top of our faster speeds, I’d be happy to provide you with a £50 bill credit towards your first payment, how does that sound? if customers still decline No worries. This is the best offer we have based on your needs. You can always message us back when you're ready to order. You can even look for me X so we can continue what we've discussed. 😊 Here's the order link if you decide to take the deal. **SEND LINK** In the meantime, would there be anything else I can assist you with aside from this? Content Type: Announcement Version: 4.0 Created at 30/11/2023 14:32 by No presence informationJessa Mae Malate Last modified at 27/01/2025 11:01 by No presence informationNickie Baladjay ***ANYTHING ABOUT OTS*** Turn on more accessible mode Skip Ribbon Commands Skip to main content Turn off Animations John Benedict SamUse SHIFT+ENTER to open the menu (new window).Open Menu SettingsUse SHIFT+ENTER to open the menu (new window). Help To navigate through the Ribbon, use standard browser navigation keys. To skip between groups, use Ctrl+LEFT or Ctrl+RIGHT. To jump to the first Ribbon tab use Ctrl+[. To jump to the last selected command use Ctrl+]. To activate a command, use Enter. Browse Tab 1 of 2. View Tab 2 of 2. ShareShare Focus on Content Edit Item Version History Shared With Delete Item Manage Alert Me Actions Home Notebook Converge - Universal Metrics Information Data Messaging Unusual Scenarios Disconnection Avoidance Tracker Canned Responses Center (CRC) KNOWLEDGE BASE/SALES MEMOs REPORTS Recent Title ANYTHING ABOUT OTS Expires Body CBO SCRIPTS Buy Out Scripts Query Script Remarks Opening Script Hi XXX. Thanks for getting in touch, just give me a few minutes to look at your query. 👍 N/A Asking Proof of EDF Just for us to confirm you're still in contract, can you please send a copy of it to our e-mail OutsourceSitel.SalesWebChat@virginmedia.co.uk Once done, I can then provide you with an offer of bill credit to help you switch from your current provider. N/A Customer already have an offer Great! Thanks! It looks like you're still in contract so I'm happy to offer you our exclusive £X credit to cover the buyout cost. Let's start processing your deal. Send the Order link script Customer doesn't have an offer/deal yet Great! Thanks! I can see that you're eligible with our exclusive offer to help you cover the buyout cost. Let's work together to find the right package for you. BAU - Probing > Presentation > Order link Please make sure to send this script before sending the link (highlighting the importance of order link) Thank you! Here’s the link with the bill credit applied. Just so you’re aware this link is specific to this offer. So if you leave the checkout the offer may be removed. N/A Customer wasn't able to provide any proof. No problem; kindly send us the proof once you have it. You can always message us back when you're ready to order. Or I can offer you a £XX credit now if you will continue the order with me today. How would you wish to proceed? From here on, BAU chat will be applied this includes: Temp check Unresponsive Process CBO LINKS Links to be built Links Testing Status Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Solus M125 £24 YR2400275 D132073 £60 COMFL60 D129974 SM125_24_BC60_FS Pass Solus M250 £27 YR2400183 D131981 £60 COMFL60 D129974 SM250_27_BC60_FS Pass Solus M350 £35.99 YR2400177 D131975 £60 COMFL60 D129974 SM350_35.99_BC60_FS Pass Solus M500 £33 YR2400188 D131986 £60 COMFL60 D129974 SM500v2_33_BC60_FS Pass Solus Gig1 £39 YR2400188 D131986 £60 COMFL60 D129974 SG1_39_BC60_FS Pass Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Solus M125 £24 YR2400275 D132073 £80 COMFL80 D124032 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=SM125_24_BC80_FS Pass Solus M250 £27 YR2400183 D131981 £80 COMFL80 D124032 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=SM250_27_BC80_FS Pass Solus M350 £35.99 YR2400177 D131975 £80 COMFL80 D124032 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=SM350_35.99_BC80_FS Pass Solus M500 £33 YR2400188 D131986 £80 COMFL80 D124032 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=SM500v2_33_BC80_FS Pass Solus Gig1 £39 YR2400188 D131986 £80 COMFL80 D124032 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=SG1_39_BC80_FS Pass Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Solus M125 £24 YR2400275 D132073 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=SM125_24_BC90_FS Pass Solus M250 £27 YR2400183 D131981 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=SM250_27_BC90_FS Pass Solus M350 £35.99 YR2400177 D131975 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=SM350_35.99_BC90_FS Pass Solus M500 £33 YR2400188 D131986 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=SM500_33_BC90_FS Pass Solus Gig1 £39 YR2400188 D131986 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=SG1_39_BC90_FS Pass Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Dual M125 £29.99 YR2400194 D131992 £60 COMFL60 D129974 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM125_29.99_BC60_FS Pass Dual M250 £35.99 YR2400194 D131992 £60 COMFL60 D129974 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM250_35.99_BC60_FS Pass Dual M350 £41.99 YR2400194 D131992 £60 COMFL60 D129974 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM350_41.99_BC60_FS Pass Dual M500 £47.99 YR2400194 D131992 £60 COMFL60 D129974 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM500_47.99_BC60_FS Pass Dual Gig1 £53.99 YR2400194 D131992 £60 COMFL60 D129974 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DG1_53.99_BC60_FS Pass Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Dual M125 £29.99 YR2400194 D131992 £80 COMFL80 D124032 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM125_29.99_BC80_FS Pass Dual M250 £35.99 YR2400194 D131992 £80 COMFL80 D124032 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM250_35.99_BC80_FS Pass Dual M350 £41.99 YR2400194 D131992 £80 COMFL80 D124032 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM350_41.99_BC80_FS Pass Dual M500 £47.99 YR2400194 D131992 £80 COMFL80 D124032 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM500_47.99_BC80_FS Pass Dual Gig1 £53.99 YR2400194 D131992 £80 COMFL80 D124032 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DG1_53.99_BC80_FS Pass Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Dual M125 £29.99 YR2400194 D131992 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM125_29.99_BC90_FS Pass Dual M250 £35.99 YR2400194 D131992 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM250_35.99_BC90_FS Pass Dual M350 £41.99 YR2400194 D131992 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM350_41.99_BC90_FS Pass Dual M500 £47.99 YR2400194 D131992 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DM500_47.99_BC90_FS Dual Gig1 £53.99 YR2400194 D131992 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=DG1_53.99_BC90_FS Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Big M250 £33.00 YR2400236 D132034 £60 COMFL60 D129974 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BM250_33_BC60_FS Big M350 £39.00 YR2400236 D132034 £60 COMFL60 D129974 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BM350_39_BC60_FS Big M500 £45.00 YR2400236 D132034 £60 COMFL60 D129974 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BM500_45_BC60_FS Big Gig1 £51.00 YR2400236 D132034 £60 COMFL60 D129974 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BG1_51_BC60_FS Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Big M250 £33.00 YR2400236 D132034 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BM250_33_BC90_FS Big M350 £39.00 YR2400236 D132034 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BM350_39_BC90_FS Big M500 £45.00 YR2400236 D132034 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BM500_45_BC90_FS Big Gig1 £51.00 YR2400236 D132034 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BG1_51_BC90_FS Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Big M250 £33.00 YR2400236 D132034 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BM250_33_BC110_FS Big M350 £39.00 YR2400236 D132034 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BM350_39_BC110_FS Big M500 £45.00 YR2400236 D132034 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BM500_45_BC110_FS Big Gig1 £51.00 YR2400236 D132034 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BG1_51_BC110_FS Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Bigger M350 £39.99 YR2400240 D132038 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BCM350_39.99_BC90_FS Bigger M500 £45.99 YR2400240 D132038 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BCM500_45.99_BC90_FS Bigger Gig1 £51.99 YR2400240 D132038 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BCG1_51.99_BC90_FS Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Bigger M350 £39.99 YR2400240 D132038 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BCM350_39.99_BC110_FS Bigger M500 £45.99 YR2400240 D132038 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BCM500_45.99_BC110_FS Bigger Gig1 £51.99 YR2400240 D132038 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BCG1_51.99_BC110_FS Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Bigger M350 £39.99 YR2400240 D132038 £130 COMF130 D132287 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BCM350_39.99_BC130_FS Bigger M500 £45.99 YR2400240 D132038 £130 COMF130 D132287 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BCM500_45.99_BC130_FS Bigger Gig1 £51.99 YR2400240 D132038 £130 COMF130 D132287 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BCG1_51.99_BC130_FS Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Bigger Movies M125 £60.99 YR2400613 D132517 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM125_60.99_BC90_FS Bigger Movies M250 £66.99 YR2400613 D132517 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM250_66.99_BC90_FS Bigger Movies M350 £72.99 YR2400613 D132517 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM350_72.99_BC90_FS Bigger Movies M500 £78.99 YR2400613 D132517 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM500_78.99_BC90_FS Bigger Movies Gig1 £84.99 YR2400613 D132517 £90 COMFL90 D124034 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMG1_84.99_BC90_FS Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Bigger Movies M125 £60.99 YR2400613 D132517 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM125_60.99_BC110_FS Bigger Movies M250 £66.99 YR2400613 D132517 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM250_66.99_BC110_FS Bigger Movies M350 £72.99 YR2400613 D132517 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM350_72.99_BC110_FS Bigger Movies M500 £78.99 YR2400613 D132517 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM500_78.99_BC110_FS Bigger Movies Gig1 £84.99 YR2400613 D132517 £110 COMF110 D126192 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMG1_84.99_BC110_FS Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Bigger Movies M125 £60.99 YR2400613 D132517 £150 COMF150 D118062 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM125_60.99_BC150_FS Bigger Movies M250 £66.99 YR2400613 D132517 £150 COMF150 D118062 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM250_66.99_BC150_FS Bigger Movies M350 £72.99 YR2400613 D132517 £150 COMF150 D118062 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM350_72.99_BC150_FS Bigger Movies M500 £78.99 YR2400613 D132517 £150 COMF150 D118062 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMM500_78.99_BC150_FS Bigger Movies Gig1 £84.99 YR2400613 D132517 £150 COMF150 D118062 https://www.virginmedia.com/join/flow/quickCheckout?productCodes=BMG1_84.99_BC150_FS Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Bigger Sports M500 £69.99 YR2400218 D132016 £90 COMFL90 D124034 BSM500_69.99_BC90_FS <--- These ones will need to have Sky Sports HD (if that's possible) so might have to use SKYSMHD dummy code Bigger Sports Gig1 £75.99 YR2400218 D132016 £90 COMFL90 D124034 BSG1_75.99_BC90_FS <--- These ones will need to have Sky Sports HD (if that's possible) so might have to use SKYSMHD dummy code Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Bigger Sports M500 £69.99 YR2400218 D132016 £110 COMF110 D126192 BSM500_69.99_BC110_FS <--- These ones will need to have Sky Sports HD (if that's possible) so might have to use SKYSMHD dummy code Bigger Sports Gig1 £75.99 YR2400218 D132016 £110 COMF110 D126192 BSG1_75.99_BC110_FS <--- These ones will need to have Sky Sports HD (if that's possible) so might have to use SKYSMHD dummy code Product Speed Price ICOMS MDM Bill Credit ICOMS MDM Bigger Sports M500 £69.99 YR2400218 D132016 £150 COMF150 D118062 BSM500_69.99_BC150_FS <--- These ones will need to have Sky Sports HD (if that's possible) so might have to use SKYSMHD dummy code Bigger Sports Gig1 £75.99 YR2400218 D132016 £150 COMF150 D118062 BSG1_75.99_BC150_FS <--- These ones will need to have Sky Sports HD (if that's possible) so might have to use SKYSMHD dummy code TSBB JOURNEY Query Script Progressive question if no deals discussed yet Do you already have a package in mind or shall we take a look at the deals? If there is a discussed deal already Let's go ahead and place the order, let me know if you have any questions, okay? Confirming existing customer details: We'll need to get a few details to start the switching process, please can you confirm the following: 1. Current Service Provider 2. Name as shown on your current bill 3. Account number (if known)’ This will need to be confirmed for each switching service for example if a customer has broadband with BT but TV with Sky you'll need to confirm both. Consent Perfect! Thank you, and just to confirm you’re giving us consent to request your existing provider documentation, and you’re happy for us to proceed with the switch? Unsuccessful match: Unfortunately, the details don't match, not to worry we can try again, can you double-check the details above, and just a reminder they should be from your existing bill. Okay? 2nd unsuccessful match Sorry the details still don't match, I would recommend contacting your existing provider and validating the information, is this, okay?' If customer says no to contacting, Okay not a problem, because we can't validate your details through the one touch switch process, you'll have to contact your old provider to give notice which means you'll also lose the benefits that the one touch process gives. Is that okay?' One touch switch benefits Benefits of the one touch switch process include an improved customer experience, including no overlapping of billing/service and no losing provider retention conversation, does that make sense?' Moving to a new address different to the one current provider has for broadband and landline Moving address isn't a problem however to follow the one touch switch process we need the details to match, you'll need to contact your old provider to give notice. This means you'll loose the benefits that the one touch process gives. Is that okay?' SKY TV: Because Sky TV can be used with any internet provider the process is slightly different, we can switch your broadband and landline but for the TV you'll need to contact Sky to give notice, okay?' Confirmation of CIS/CSS: That's all done for you, just to confirm there's no need to contact your current provider, can I just check that you've read and understood your CIS/CSS document (pre-contract) and that you've received information from your current supplier? OTS ONLINE JOURNEY OTS New approach Online Journey PROBING No specific package yet Let's work together to find the right package for you. To start, are you switching from a different provider? With package in mind To start, are you switching from a different provider? Customer answers "Yes" Great! As part of our switching service, we will contact your current provider and get your services moved across quicker, removing the need for you to contact them directly. Now, let's work together to find the right package for you. Agent to do necessary actions such as address any queries related to OTS (We have scripts and FAQS already in place and suggested rebuttal in CRC) Continue with the probing/discovery questions DO THE PROBING RIGHT AFTER. DO NOT WAIT FOR THE CUSTOMER TO RESPOND IF THERE ISN'T ANY QUESTION ABOUT THE SWITCHING. Customer answers "No" Continue with the BAU approach. This includes but not limited to : Not sure, we're just moving. Do your probing, presentation order links setting complete expectation etc. Once an offered has been determined and customer has selected an offer, start the online journey. Order Process setting proper expectation (OTS) Fab! You'll be asked to confirm your account with another provider. No need to call your provider, we'll do all the work for you. I will send you the order link to get started. May I just ask what platform are you using to chat with us? (Mobile/Tablet/Desktop/Laptop) Refer to main CRC for the next steps. Minimize, order links etc. Confirmation of CIS/CSS: That's all done for you, just to confirm there's no need to contact your current provider, can I just check that you've read and understood your CIS/CSS document (pre-contract) and that you've received information from your current supplier? Right before sending extend help etc. Customer received an error (Current provider isn't listed) Take over the chat. Place the order via TSBB FAQS Query Answer How much credits? The maximum credit we can provide is up to £150 depending on the deal you will be getting. How can I avail? We'll need to confirm that you are still in contract with your current provider so we can help you with the switching. You can send it through our e-mail. What if customers went undecided, will they still get the exclusive offer? Yes, you will still be able to get the offer, just kindly go back to the order link provided to you, okay? No proof/bill contract can be provided Customer has a pre-defined deal from BOT No problem. We can continue and get you the best deal on your preferred package. **BAU process – Standard OHT** Customer doesn’t have a pre-defined deal from BOT No problem. We can continue checking the best available offer for you. I'm just going to give you some choices to help us get the best offer, please select your preferred choice. 😊 Will you contact our current provider to cancel our existing services? As part of our switching service, we will contact your current provider and get your services moved across quicker, removing the need for you to contact them directly. Do you already have a package in mind or shall we take a look at the deals? Would you let me know how much I owe them or would there be any charge to disconnect my services with them? Once we're done processing your switch to us, your existing provider will then send you the communications about the EDF and confirm any ongoing service charges. Any outstanding balance from your current provider won't prevent you from switching us. They will contact you separately. What do you think? Content Type: Announcement Version: 2.0 Created at 18/09/2024 18:16 by No presence informationJessa Mae Malate Last modified at 28/07/2025 14:53 by No presence informationJessa Mae Malate