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MOVERS NI RIA

ADDTL SCRIPTS FOR DISCONNECTION:

MOVE OUT DATE

Thank you for that. May I also confirm your move out date please?

If within contract BUT moving to MM

Got it. For cancellation, we normally ask our customers to provide us with a 30-day notice or until their contract ends though we can still disconnect your account on your preferred date. Shall we book your disconnection for your move-out date on XXXX?

If NO CONTRACT / NEW ADDRESS NONSERVE

Got it. We normally need 30 days’ notice, but we can disconnect on your move-out date. Shall we book your disconnection for your move-out date on XXXX?

BILLING IN MM

updated final bill will be credit Just a heads up, once your documentation from your house move have been validated, your updated final bill will reflect an estimated credit of £xxxx which will then be directly refunded on your bank account. All clear with these?

updated final bill Just a heads up, once your documentation from your house move have been validated, your updated final bill will reflect an estimated amount of £XXXX. All clear with these?

updated will be another refund Just a heads up, once your documentation from your house move have been validated, a separate refund for the £125.16 will be processed as well. All good with this?

If want to cancel ASAP

No problem. About your cancellation date, we normally need 30 days’ notice, though as you have moved out already, the earliest we can disconnect your services will be tomorrow, XXXXXX. A notice charge will be added to your final bill. Would you like me to arrange it?

If NO CONTRACT / 30 days rolling // address is serviceable by VM

Got it. Normally, we ask our customers to provide us with a 30-day notice. We can still disconnect your account on your preferred date, though a 30-day notice fee will be applied to your account and added to the final bill. Shall we book your disconnection for your move-out date on XXXX?

ADVISE NOTICE FEE:

Since your disconnection date is less than 30 days, the estimated notice fee charge is £XX for your services. All clear so far?

If with EDF / address is serviceable by VM

Got it. Normally, we ask our customers to provide us with a 30-day notice or until their contract ends. We can still disconnect your account on your preferred date, though as your account is still within contract, an early disconnection fee will be applied to your account and added to the final bill. Shall we book your disconnection for your move-out date on XXXX?

ADVISE EDF::

As your account is still within contract, an early termination fee will be applied from the disconnection date until the end of your contract. The estimated early disconnection fee charge is £XX for your services.

What happens after I send documentation

We’ll send you a receipt once we’ve got everything. We’ll also let you know if your documents meet the requirements or not, what you need to do next and when everything will be completed

Equipment Return:

No problem, I'll arrange for your return's kit to be sent to your new address to make things as smooth as possible for you. Simply pack up all the equipment (including remotes, if any, and the power cables.) and bring it to your new address.

FORWARDING ADDRESS - MOVE OUT OF COUNTRY

Got it! I’ll take care of your request now. Since you’re moving, we’ll need your forwarding address within the UK to ensure a smooth and timely return process for your equipment (if it still needs to be returned) or for any correspondence after your service has been disconnected.

It usually takes 30–35 days after disconnection for everything to be sent out via post. May I know if you can provide a forwarding address within the UK?

WHY DO YOU NEED MY NEW ADDRESS?

This is so we can send all future correspondence, including the return kit and your final bill, to the correct location. Not to worry as we won’t be moving your services without your permission. Can you please provide the first line and post code of your new address please?

MOVING EXTRA SCRIPTS

https://www.virginmedia.com/help/moving-home/move-serviceable

CAN YOU SEND THE DETAILS OF THE MOVE/DISCONNECTION TO MY EMAIL?

No worries. You'll receive an email containing useful information regarding the request on your account and next steps within 24-48 hours.

In the future, you can also track any appointments you have with us online by registering or signing in to your account at virginmedia.com/myvirginmedia or downloading our My Virgin Media.

CUSTOMER WANT TO HAVE ENGINEER EARLIEST INSTALL DATE ASAPx30

You’ll need to leave at least a day in between disconnecting and activating your services so we can get everything ready. We can activate your services on any day except Sundays or Bank Holidays.

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. What I recommend is that you contact our pre-installation team at 0800-0521-734 from 8 A.M. to 8 P.M. Monday to Friday and 9 A.M. to 5 P.M. during weekends to check if there are any earlier dates available than this one as some customers may cancel or reschedule their orders.

On my end, I will proceed to disconnect the services at your previous address on your move out date and schedule the installation in the new address for the earliest available date. This way, you will not incur charges for the days when the services are not in use. Does this arrangement work for you?

CUSTOMER ASK WHAT TIME ACTIVATION FOR QS

Regarding the activation at the new address, since you will be doing a self-installation, you will receive an activation SMS within the day and you simply have to respond with GO.

Alternatively, you can contact our activation team in this number 0800 953 9500 as soon as early as 8AM or when you receive the movers pack to activate your services. All right?

QS DELIVERY

Your self-install kit will be delivered to the new address on the same day of the installation in between 8am and 9pm. On the morning your mover's pack is arriving, Yodel will text you a 2-hour delivery slot so you know when to expect it

This kit will fit in through the letterbox. For tips on how you can track your mover's pack delivery, please visit www.virginmedia.com/help/track-my-delivery.

DISPUTE 30 DAYS NOTICE FEE

As you are thinking about canceling your services, please be aware that we require a minimum notice period of 30 days and a maximum of 60 days.

As part of the terms and condition, you need to provide us 30-day’s notice prior to the disconnection of your services. You can check our Legal Terms and Conditions on this website https: /www.virginmedia.com/legal

Click >>Terms and Conditions - TV, Fibre, Phone (from 24 April 2025)

Check under Section N. no. 1.

**In addition to your rights to cancel during the cooling off period, either you or we may end this agreement at any time (including during or at the end of any minimum period) by giving the other 30 days’ notice. **

HOMEMOVERS EMAIL

Just to let you know that you will receive an email confirmation from back office within 24 to 48 hours and there you can reply and send the necessary documents.

If you don't receive any email, kindly forward the documentation needed directly to our email: homemovers@virginmedia.co.uk, then once reviewed and validated, we'll let you know as soon as possible.

OHTS

OHT FOR CD/CF/CZ

I understand you're thinking about disconnecting, but since you're still under contract, there would be an early termination fee of £XXXX. Instead, transferring your services to your new address is a much more cost-effective option and you'll only need to pay the movers fee. It’s quick, easy, and helps you avoid extra charges.

Also, you can continue your current contract or we can review your account for cheaper options. You don't even have to take over a full service, as long as you're transferring at least one service you will not pay early disconnection fees for closing your account.

What are your thoughts?

OHT FOR CS

I understand. We can also temporarily transfer your services to the new address since there is no account with us from there, you'll continue your contract and no termination charges will be applied. If there's any active services with a different provider, it will not affect the current services already in that address.

Also, the new address is available for self-install meaning there's no need to send an engineer. All you'll have to do is plug and play

CHANGE OF OWNERSHIP

No problem. May I please have the following details of the person that we'll change the name into: First and Last Name: Mobile Number and/or Email address:

We can change the name of the account and let me walk you through of the process. • First, we need to place a 30 days cancellation on your account. • Second, we will set up a new account for the person who wants to take over the account and that will be a new 24-months contract. This means they will have a brand new account with brand new equipment and are unable to retain any of the previous account information such as email address or telephone number. • We will be the ones to contact them thru this process. They have the option to renegotiate the price of the services of the contract they will get

All good so far?

Got it. Just to set a proper expectation, as the account is still in contract an early termination fee will be added to the final bill.

They can use the services and keep it under your name. Just to set a proper expectation, you're still the account holder.

OOF: IN Process for L4L

CM Screen: Shift + F11 (Y) 16/DE Screen: Shift + F8 (Y) 35 screen: Shift + F8 (Y) 35 screen: Shift + F5 and Shift+F2 to copy contracts and offers (Y)

Contract suppression form still needed.

TYPES OF HOME MAINTENANCE

Q CODES

QuickStart - O 1 Man Installation - C 2 Man Installation - 1 Single Visit UG - A Single Visit OH - E

ONE-TIME CHARGES

(L4L) - MVRFEED (NEW CONTRACT) - MVRFE2D

SENDING NEW EQUIPMENT

(FOR QS) - HUB5SOL + QSMDRET (MANNED INSTALL) - HUB5MIO (XGS MANNED INSTALL) - HB5XMIO

CONTRACT SUPPRESSION https://vmapps/formsdb/Form.asp?FormID=108272

RECURRING CREDIT REQUEST FORM http://vmapps/FormsDb/Form.asp?FormID=122892

GOINGAWAY/GONEAWAY FORM http://wbv-bgr-p0049.systems.private/WebForms/GoneawayReferral/default

NMC RECONNECTIONS https://vmapps/formsdb/Form.asp?FormID=43732

CR RECONNECT http://virginmediaapps/formsdb/Form.asp?FormID=16462

CPE POSTAL REQUEST http://vmapps/formsdb/Form.asp?FormID=19622

AS DISCONNECTION FORM http://vmapps/FormsDb/Form.asp?FormID=142561

ARMED FORCES DISCONNECTION REQUEST https://vmapps/formsdb/Form.asp?FormID=74232

BULK ACCOUNT https://vmapps.systems.private/FormsDb/Form.asp?FormID=41082

CHANGE OF OWNERSHIP (MXCO) http://vmapps/formsDB/form.asp?formid=142352

NMC STAFF ACCOUNTS https://vmapps.systems.private/formsdb/Form.asp?FormID=43772

NPD / SUSPECT ACCOUNT (Movers centre sales referral form) https://vmapps/formsdb/Form.asp?FormID=26542

DNA RELEASE FORM vmapps/formsdb/Form.asp?FormID=99742

INCORRECT GONEAWAY FORM https://vmapps.systems.private/formsdb/Form.asp?FormID=17512

NATIONAL HOME BUILDERS FORM This is for UC/ Refer to New build team http://badger.systems.private/WebForms/NationalHomeBuilders/

SPOTTER FORM https://vmapps.systems.private/intranetforms/Non-Serve_leads_form/default.asp

SUSPECT REFERRAL FORM http://badger/WebForms/SuspectReferral/default.aspx

BADGER http://badger/badger/default?strPostcode=ls28+9ay&subLookupPcu=Go

ROYALMAIL https://www.royalmail.com/find-a-postcode

SALESFORCE https://virginmedia.lightning.force.com/lightning/n/MCPM_Address_search

DUPLICATE FORM https://vm-housefile.custhelp.com/app/home/session/L3RpbWUvMTY4MzA0MjkyNi9zaWQvZlU0OWpiOWs3QXRHSmh6Y2RvbGdvSEM0cElndWdMRUFSQVlSWURkVzdPY1JCS1I4Wk4wVkNOQXR4cjlkbXdLcVdIaEUyU3hYVXgycTA3JTdFR21jN0lhNTczQ0VYaWRRdmdQRTRfVkVxU3hfdUpHTVcxODNxR2tIM2clMjElMjE%3D

USERNAME: Sitel PASSWORD: Welcome123

EDF WAIVER You may send your document to homemovers@virginmedia.co.uk homemovers@virginmedia.co.uk

AKLAMIO https://partners.aklamio.com/backoffice

MOVERS USERNAME: moverswebchat@virginmedia.co.uk PASSWORD: Welcome123

SWC USERNAME: outsourcesitel.inboundmedia@virginmedia.co.uk PASSWORD: IBTSFoundever05#

COMPLAINTS LINK If you’re not completely happy with our service, you can also let us know via web. We’ll do our best to put things right, so you can carry on enjoying your services again. At Virgin Media, our customers come first and we aim to give you the best customer service possible. But if you feel we’ve fallen short of this, we’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can.

Here's the link where you can file a complaint: www.virginmedia.com/help/complaints. We always aim to resolve complaints in the first instance and respond within 7 days.

VOE CALL BACK https://www.virginmediapartners.com/voecallback

YODEL https://www.yodel.co.uk/returns/virgin

BUSINESS TEAM

NATIONAL HOME BUILDERS 0800 073 7100

Thanks for letting us know. Upon checking your account, it is a private rental sector premise with free services. To assist you further with your disconnection request or transfer of responsibility for the existing services in your address to the new tenants, please directly contact our dedicated team on 0800 073 7100 (National Home builders team) as it cannot be disconnected nor transferred. 

In the meantime, would there be anything else I can help you with?

DISCONNECTION REASON

CM​ - Cable​ to Cable Move (Contrallable) CV​ - Price Rise​ (Controllable) - ONLY to be used in relation to actual VM announced price rises​ CZ​ - Accepted Competitor Deal in New Address​ CW​ - Poor Product Experience ​- To be used when the customer is unhappy with their products/ services (NOT Fault Related)​ CF - Moving with Active NON-VM Customer​ MX​ - Change of Ownership​ (Existing customer is moving out and want to change name to housemate) CD​ - NO Address Provided​ (homeless, refusal to provide address, no confirmed address​) AI​ Cannot Afford​ (Redundancy, retirement, divorce, no longer employed) AE​ - Moving Non Service New Build​ CL​ - Moving Abroad​ CT​ - Moving with Active VM Customer​ & not transferring service CS​ - Moving to a Temporary Address​ MM​ - Moving to non-serve address NOT New Build​ AT​ - Non-Residential ​(Care Home, Nursing Home, Hospital, Homeless)​ CJ​ - Unserviceable Wayleave Required​ (awaiting Wayleave at new address)

ACCOUNT NOTES

CONVERGED MOVERS - MNT

CONVERGED MOVERS- DISCO

MOVERS QS MANNED

I can look into switching your self-install to an attended appointment. Before we do that, I just wanted to let you know that self-installs are usually much quicker to get you up and running. I can send you the link for the simple guidance to help you complete the self-install if you'd like to give it a try first. What are your thoughts?

IF NO!

No worries, I can get your QuickStart order changed over to an attended install. Let me raise that for you now.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment. One moment please. 😊

REMINDER: Book the appointment AFTER the date and time of the delivery to the customer's home or Yodel Store.

CM: TC Order Type: QUICKSTART MAN Problem Code: Q1 - 1 RGU (Either Fibre or TV have never worked at the address.) Q2 - 2 RGU (One or two Fibre, TV or Phone services have never worked at the address.) Q3 - 3 RGU (All Fibre, TV and Phone services have never worked at the address. Customer has no additional TV boxes.) QA - 4 RGU (All Fibre, TV and Phone services have never worked at the address. Customer has additional TV boxes.)

WO COMMENTS:

Enter a brief description for the technician including any details that need specific attention EX: Damaged external cabling or box, or no internal wall points. THEN, Select an appropriate appointment slot.

Advise Customer:

That’s all been arranged for you now. If you can make sure someone over the age of 18 is there on the day of install to let the technician into the property, please. Can you also confirm if the contact details provided earlier are your preferred contact information as we may call or text to confirm the appointment beforehand and make sure there’s no parking restrictions etc.?

I understand you don’t want to transfer your services to your new address. As your new address is serviceable but you've chosen not to move the services, your agreement will end and an early termination fee will apply to your final bill. This is part of your contract, which requires payment for the agreed minimum term if services are ended early.y off the rest of your agreement with us.

Pairing equipment

@CM type EQ On the ‘Customer Equipment Maintenance’ screen (Type PA next to the Equipment you wish to pair)

On the 'Equipment Port Maintenance’ screen (Type ‘SO’ next to Equipment to pair)

On the ‘Swap Port Service Category/Occurrence’ screen (Type 1 next to the equipment you wish to add)

On the ‘Equipment Port Maintenance’ screen (Press F3)

On the ‘Customer Equipment Maintenance’ screen (Type SH next to the equipment you’ve just added)

On the ‘Send Box Hits’ screen (Type 1 next to IN (it will say either initialise or install))

Transfer EQ from Old to New

Can you confirm if you have plugged in the equipment and if the light is flashing red/orange or a solid white light?

I appreciate you letting me know and I do apologise about the delay in activating your services. Upon checking, your account in the new address is currently not yet online in our end, this means we'll need to manually activate the services for you. Please stay connected as I process this for you.

From Old Address:

To new address:

To activate:

THEN, COMPLETE WO

Thank you for waiting. Almost done. Can you let me know if your equipment is now working?

If NO: Thank you for letting me know. I've now sent signals on your router and the services should be activated within the next hour. If you have any further issues after an hour where your services are not yet activated, or concerns regarding the activation, please directly contact our activation team 0800 953 9500 or chat back with our Pre-installation team. You may also contact the same number in any case you may need an engineer or other help regarding this install. Whilst we're still connected, is there anything else I can help you with?

If YES:

Great! For help on how to use your new kit or if you need further assistance, please visit virginmedia.com/help. Manage your account anytime at virginmedia.com/myvirginmedia to view bills, make payments, set up direct debit, and more.

Everything has been arranged for you now. Whilst we're still connected, is there anything else that I can assist you with?