NOTES

62848 - JENNY 53863 12829 - JUDI 53889 3024 - raf 50433

Evangelista 12:24 Hi Luke, thanks so much for waiting. I'm just taking a look at your account. I'll be back with you ASAP. 👍

Customer 12:24 Thank you

Evangelista 12:25 Thanks for clearing the security checks. I can see that you are moving house and looking to take your services. Could you please confirm the specific target date you would like to have the services installed together with the complete details of your new address please?

Customer 12:26 New address: 15 MONTPELIER AVENUE, BLACKPOOL, FY2 9AE Move in date 29th April

Evangelista 12:26 Got it! Let me check your new property.

Whilst I'm checking the serviceability of your new address. Please provide the following information so we can update our system: • Best mobile number

Customer 12:27 07979021207

Evangelista 12:28 Thank you. Great news! The address is serviceable by Virgin Media!

Please stay connected so we can confirm some important information with you. Can you confirm if this is a shared property?

Customer 12:29 No, will be our property alone.

Evangelista 12:30 Thanks for confirming that, Dean. It appears that there is still an active Virgin service at the new address. It looks like the current customer may not have informed us that they’re moving yet.

To book your home move, I will attempt to contact the current customer on your behalf. If I’m unable to reach them, I will submit a form to automatically disconnect their account on your moving day. This will allow us to proceed with transferring your service. The process typically takes 24–48 hours. May I know if you’d like to proceed with this process now?

Customer 12:31 Yes thats fine, as long as our services remain active until the 29th in our current house?

Evangelista 12:33 Thanks for asking that. Allow me to raise this for you and once done, we'll discuss the move process. One moment please.

Customer 12:33 Thank you

Evangelista 12:34 Thank you for waiting. Once we confirm the current tenant’s plans regarding their services, or once the form we submitted has been approved, we will give you a call to update you on whether we can move your services or not, and to provide your disconnection and installation dates. Just a quick heads‑up - if we’re unable to reach you, we won’t be able to proceed yet, as we’ll need your approval first. Sounds like a plan?

Customer 12:35 Thats fine.

Evangelista 12:35 Great! Since we’ll be calling you once we have the result, what would be the best time for us to reach you?

Read

Customer 12:35 Anytime is fine if you call 07979021207

Customer 12:36 is there anything else you need from us today?

Evangelista 12:36 Noted on that, Luke. I have raise this for you. Let me discuss the installation type available in the area. Your property is eligible for self-install, which will make the installation much quicker and easier to do.

Evangelista 12:37 You’ll receive a Movers pack with additional cables and instructions to get you up and running at the new premises.

On the activation date, you will receive an activation SMS, you just have to respond GO. If there isn’t a socket, just give us a call and we’ll send out an engineer within 48 hours. If you need any support during the self-install process, you can contact us at any time on 0800 953 9500.

Please also remember to take your equipment with you, that way you can get up and running straight away. All good so far?