RECONTRACT
→ Awesome! Please stay connected as we will need your consent through email or SMS before we can completely change the package. 😊
May I ask which of the following options do you prefer?
→ I am sending you a link for your contract documentation, including your contract information and contract summary; this is going to the Mobile Number and Email address we have taken from you or we could use any other if it's easier for you to confirm receipt.
Can you please confirm you have received the SMS and or Email I have just sent?
→ Perfect! Can you please confirm you're happy for us to continue and complete the order?
→ Please bear with me while I complete your order, John. 😊
SAME PACKAGE
Thanks for waiting! Quick recap: you’re getting our Mega Volt Duals with 1130 Mbps broadband, 230+ TV channels + Virgin TV Kids + Sky Sport & Cine IN HD + Netflix Standard with Ads + SKY UHD for £70/month on a 24‑month contract (£193 after the promotion). Your new contract will be activated on 4/09/26.
Any out-of-plan calls (landline) or pay‑per‑view purchases (TV) will be charged additionally
That’s it—your order is complete! Your work order number is WO- 39981933—please keep it for reference.
As you’re requesting to remove your ( Landline), a 30-day notice applies. Your disconnection will be on 9/10/26 🙂
30-day WO completion
Thanks for waiting! Your request is now complete. Your (Landline) service will be disconnected on 9/10/26. Your new M250 Fibre Broadband for £27/month on a 24‑month contract (£68 0 after the promotion). Your new contract will be activated on 09/10/26.
That’s it—your order is complete! Your work order number is WO-7909251. Please keep this for future reference.
++++++++++++++++++++
You’ll receive a new (TV box/Hub), with delivery on dd/mm/yy 🙂
There’s no activation fee — it’s £0 for postage, setup, and equipment 🙂 ++++++++++++++++++++
WITH BE:
Your next bill (20/10/26) will be £1.29 (including any pro-rata charges). After that, it will be £36 on 20/11/26.
CREDIT:
Your next bill (12/10/26) will be a credit of £44.55 (including any pro-rata charges). After that, it will be £70 on 12/11/26.
NO BE:
Your next bill will include pro‑rated charges based on your billing cycle (covering time on both your old and new package). You’ll also receive an email confirming the changes—does that make sense?
MORE BILLING:
Quick heads‑up: since the changes, you currently have 3 bills showing on your account:
One of your bills may be higher than usual due to pro‑rated charges from your recent package change.
After this, your bill will return to your new regular monthly amount. All good?
There is a pending payment of £31.50 due on 1/10/26.
Just to let you know, you may experience a brief service interruption due to the change. Your new service will start on the agreed date. If you want to make changes in future, just give 30 days’ notice
++++++++++++++++ IF MAY RETURN
We’ll need your Virgin equipment returned. We’ll send a pre‑paid package—just pack it, attach the label, and drop it at your nearest Collect+ point: https://www.yodel.co.uk/store-locator
If you don’t return your equipment, a charge of £90 may apply for any unreturned items.
If you don’t receive the return kit within 10 days, please request another here: https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack All clear with this?
++++++++++++++++
Good news! As a Virgin Media customer, you can earn up to £50 cashback for every friend you refer. There’s no limit—refer as many people as you like!
Is it okay if I share your email with our partner Aklamio so they can send you your refer‑a‑friend link?
+++Perfect! You will receive a confirmation email in the next couple of hours.
UPGRADED:
Quick reminder: please dispose of your equipment responsibly. Find your nearest recycling point here: https://www.recyclenow.com/recycling-locator
📩 Alternatively, text us on 0753 305 1809 and our team will get back to you. 🕒 Hours: Mon–Fri (7am–11pm) | Sat–Sun (8am–8pm)
If you can’t dispose of the equipment, we can send free packaging—just return it to us and we’ll handle it for you.
IF NO RETURN KIT
We’ll need your Virgin equipment returned. We’ll send a pre‑paid pack—just box it, attach the label, and drop it at your nearest Collect+ point: https://www.yodel.co.uk/store-locator
If your equipment isn’t returned, a charge may apply
If you don’t receive the return kit within 10 days, please request another here : https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack All clear with this?
If you have an O2 SIM linked to your account, it will remain unchanged. For any changes, please contact O2: https://www.o2.co.uk/contactus. If not, you can ignore this message.
++++++++++++++++ Need help? Visit virginmedia.com/help. Manage your account anytime at virginmedia.com/myvirginmedia to view bills, make payments, set up direct debit, and more. ++++++++++ Everything’s set now. Is there anything else I can help you with?
++++++++++ You're very much welcome, appreciate you staying until the end of the conversation.
We value your feedback! I’m Claire—please take a moment to complete our survey on today’s support. Take care, Zoë! 👋
You're very much welcome, appreciate you staying until the end of the conversation.
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, Kathleen. 👋