Notes

Hot key Z (question)
Hot key V (Marketing)
Hot Key G + J (Volt VOE)
Hot Key H (AER + EECC)
Hot key A (Holding)
Hot key O (Recap)
Hot key U (OHT)
Hot key T (Transfer)

****Cable Live Messaging****
Name (ACH):
Account Number:
Conversation ID:
DPA Passed (MNL Time):
Query:
Resolution:
Mobile:
Salespoint Log Call:

Thank you for patiently waiting, I can see you want to talk about your service, can I just ask what's happened so I know how I can help? 😊

L3 Just checking if we're still connected?

L4 We haven't heard from you for a while. Is everything okay?

Thank you for confirmation x! To help me understand more I will be asking you some question. This will take only for few minutes. Would that be fine?

Perfect! Please stay connected as we will need your consent through email or SMS before we can completely change the package.

Now, let me send to you some key information that you need to know about your new contract.

Monthly price of Virgin Media main services and O2 Airtime Plan will increase each April from April [2024] by the Retail Price Index rate of inflation announced in February each year plus 3.9%. Doesn't apply to any add-ons you may have selected or admin costs. Price of add-ons may vary at any time, and you can cancel them on 30 days' notice.

Thanks for waiting! Just a quick recap, you are getting our XX, for only £XX per month on a new 18-month contract, £XX thereafter and your new contract will be activated within the next 24 hours.

Any calls (if you have a landline) or PPV’s (if you have TV service) made on your account that is out of your agreed service contract will be additional.

Now we’ve made the changes, I am going to talk you through your next bill. Your next bill will be £23.33 which will be due on x/02/24. Then the bill after that will be £32 which will be due on x/03/24. All clear so far?

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

Thank you for contacting Virgin Media. It’s indeed my great pleasure to speak with you today. We value your feedback, please take a moment to complete our survey on how I assisted you today and if you want to have a copy of this transcript at the end of the chat. Take care x. 👋

Thank you for contacting Virgin Media. Take care x! 👋

Please stay online as I process this for you. Okay? 👍

cx is unresponsive // transfer to bot

cx wants to cancel // disconnection

cx accepted the offer

cx declined the offer

Also, here's the reference ID of the request: 142152_1665

It appears you have left this chat session as I have not received a response.

For any queries or help you may need in the future, please visit virginmedia.com/help. 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. 👍

have a great day x! 👋

PTT
Where to transfer:
Reason for transfer:
Offered anything?:
CID:
Name of the customer: