0:02
Hello.
0:04
Hi, it's Jordan calling back from Virgin Media.
0:07
Hi, yeah,
0:10
Good.
0:10
Thanks for asking.
0:11
Yeah, so your property has been released now so we can get the order box in for you.
0:15
Okay.
0:17
And it was the broadband and the sim card you wanted to go for.
0:20
It was yeah.
0:22
Yeah.
0:22
Yeah.
0:22
So I'm going to do you a better better deal because you were going for the two 250 and the 15 gigs.
0:26
And so we could do you the one gig and the on the sim card will be unlimited and we can do that for your 30.
0:34
Yeah, unlimited data calls and tax and we can do that for 3199 for you.
0:39
All right.
0:39
I want to argue with that then yeah.
0:42
No worries.
0:43
So I've just got a few quick legal bits to run through and then I can get that sorted for you.
0:48
So just so you know all our calls, they are recorded for training our monitoring.
0:53
So you proceed.
0:54
It's my partner's name.
0:55
It's her bless and she she did the online booking.
1:00
Oh, okay.
1:01
Is she there with you at the moment?
1:03
No, it's not.
1:05
Uh, I mean, if I can
1:07
Answer on her behalf, she's already signed off.
1:10
They already ticked on.
1:11
Yeah,
1:13
Do you know what the password is on the account?
1:16
Yeah, it's Stormy.
1:19
So I just need to confirm the second character.
1:26
On the third.
1:28
Ah, I'm sorry.
1:29
Oh, oh faster.
1:32
And then just f4.
1:36
Yeah, yeah perfect.
1:39
Yeah, that's fine then so we can get it sorted.
1:41
Yeah, yeah perfect.
1:44
And that's a miss diamante yeah it is, yeah.
1:48
I won't try and pronounce the surname.
1:50
I've got it down here beginning with the K.
1:52
Yeah.
1:52
Spell it on the phone for everybody.
1:56
Yeah, don't worry.
1:57
So we'd love to keep you in the loop with our latest upgrades office.
2:00
Services from Virgin Media and our group companies.
2:03
We'll only send relevant communications by phone, text, email or post.
2:07
Are you happy to be contacted?
2:09
No, thanks.
2:09
No, I'm always contacted.
2:11
Yeah, we'll opt you out of that, no.
2:12
Rest.
2:13
And then, can I just confirm the email address and would you be able to spell it out phonetically so I can capture it correctly?
2:20
I throw your effort, Hotel November out of my at Rome.
2:24
Romeo alpha foxtrot Romeo alpha foxtrot dot.
2:37
So we'll send the contract via email, email address will be used for e-billing, we'll receive full instructions and a pin number within seven days and please register for my Virgin Media.
2:49
Once you receive your welcome email 2 to 3 days after placing your order, you can access this by either visiting our website or downloading it from your mobile phone app store.
3:00
Please log in and verify all your details are accurate.
3:04
So total monthly package price 3199 per month.
3:10
Yeah.
3:11
And then their prices for the services increase to 749 from April 27th 4399 from April 28th normally the out of contract price on month 2590 per month, but we'll contact you a month before with a new, discounted 24.
3:26
And deal that will be similar to what you've had this time round.
3:29
And you'll shortly receive information via text and email regarding the package we have discussed today, covering specific around your contract, including annual price increase breakdown.
3:40
We just covered based on your monthly package price.
3:43
Use of personal information to help prevent fraud and protect you with fraud or money ones detected.
3:47
Some services may not.
3:48
be available.
3:49
Broadband honesty which covers our minimum speed guarantee contract terms, calling off, perioding any fees.
3:55
Would you like me to go through these now or would you prefer to read those in the documentation?
4:00
At some point.
4:02
Yeah, perfect.
4:03
And here at Virgin Media, we always aim to tailor our services and support to cater for our customers, including those with access needs.
4:11
Do you have any impairments or circumstances?
4:12
circumstances we should be aware of?
4:14
Or would you prefer your communication in an alternative format?
4:18
Nice.
4:18
So you don't need large print bills or anything like that.
4:21
No, it's okay.
4:23
Yeah, perfect.
4:24
And you can add services any time minimum term may apply must give us 30 days and.
4:36
notice if you wish to reduce or remove any services fee may apply if you're in a minimum term.
4:42
Broadband's powered by our full fiber network which travels on our full fiber cable straight to your home.
4:48
and the install that's usually completed in around two hours may involve some children, someone above the age of 18 needs to be present.
4:55
Have you got a broadband provider at the moment or is it just a brand new connection?
5:00
A brand new connection.
5:01
Yes, you don't need us to cancel anything that's fine.
5:04
No.
5:05
And do you have a pen and paper with you at the moment?
5:07
Yes.
5:11
So I'll just give you some of your account information.
5:19
So your virgin media account number.
5:22
Yeah it's free trouble.
5:25
Too. yeah
5:29
And then it's um 720
5:33
Yeah
5:34
Zero two
5:36
Okay
5:37
The location number.
5:38
So this is just for the area where you live.
5:42
But on it,
5:43
It's number 14.
5:45
Okay.
5:48
And the customer care number, if you do need anything in the future, you just give us a call on 0345.
5:55
Yeah. 454.
5:58
Yeah.
6:00
And then it's
6:00
1111. okay. so I'm just keying on the ordinal and then I'll I'll get some dates up for you.
6:12
So we've got
6:22
Um.
6:36
You just wanting to get it installed as soon
6:44
As possible, yeah.
6:46
Yeah, some days work better than others.
6:47
I think we.
6:48
thought it was the one that was on the computer when we originally ordered it and it was a Friday.
6:55
What really?
6:55
Whatever you've got.
6:57
Friday this week.
6:59
Yeah.
7:00
Yeah, I'm not trying to come in the same day as well.
7:03
So,
7:06
Yeah, I'll have a quick check.
7:07
She'll be all right to get it updated for you anyway.
7:15
We ordered about, I don't know, 2 or 3 years ago, and we couldn't get anywhere because we're getting the non-knows consent.
7:22
I don't know why, so he couldn't get arrested.
7:25
about having a Yeah,
7:26
So it's it's just with the just once we can't get that thing, but now now we've got it, there's no issue.
7:32
It's been approved and released on the system.
7:35
Right.
7:38
You had an NDFL from like just now somebody or other, but it was not bad.
7:42
No, yeah, there's no open reach fiber there.
7:47
Oh, okay.
7:48
Are you in the Sheffield office?
7:59
Uh, no, we're.
8:00
Based in Manchester.
8:02
So we've got.
8:05
Yeah, so we've got morning or afternoon on Friday, if it whichever's best for you.
8:10
I think morning is good.
8:12
Yeah, between 8 to 1, they will give you a call around half.
8:15
Yes, I'm
8:19
Still outside this office.
8:22
Oh, is that where you are?
8:24
Pretty much you're in there and you'll probably be more able to see me, but you're not there.
8:36
So this Friday morning, yeah?
8:45
Yeah, this Friday between 8 and 1, the engineer will call.
8:48
you around half an hour before they're going to arrive as well.
8:51
So I'm just going to keep key your order on that one then.
8:54
I've just got to send you some pre-contract documents so I won't.
8:57
Yeah.
10:12
Yeah, so I'm just going
10:24
To send you your pre-contract documents now.
10:27
I just need to confirm your receipt.
10:29
We should get one by text and one by email.
10:32
I just need to confirm you receive one of those and you're happy to proceed.
10:36
I said.
10:36
73.
10:37
I won't get emails.
10:40
Yeah, as long as you got.
10:41
I'm on the phone.
10:41
I don't have signals anymore.
10:43
I don't know.
10:47
Obviously it's my number.
10:57
And there's a text come through for you?
10:59
Nah.
11:01
Has this gone into Spanish?
11:04
Nope.
11:05
Hold on, I'll get on WiFi.
11:09
I've got an email.
11:10
Yeah, I've got the email.
11:11
Oh, yeah, that's fine.
11:12
And you're happy.
11:13
to proceed.
11:14
Yeah.
11:16
You'll get another set of emails within the next few hours.
11:18
That will have everything in a bit more detail for you.
11:21
We'll give you links to create your online accounts as well.
11:25
And then for the direct debit, can I just get the sort code and account number that you'd like to use for you?
11:30
One second.
11:31
Have you not got the form, the order, previous order.
11:34
Yeah, it just doesn't save everything else.
11:36
it saves on but just because those are financially just doesn't save those on uh I'm fine.
11:51
Phone code first?
11:53
Yes, please.
11:54
207692.
11:57
Yeah,
11:59
631
12:02
Yeah.
12:03
7658.
12:08
Just get the account number again sorry.
12:13
Yeah,
12:14
7658.
12:16
Yeah, perfect.
12:19
So from the first bill, next bill onwards, we'll take payments from this account, but it's a date amount in the company name will be Virgin Media Payments.
12:27
In the future, there's a change to the date amount or frequency.
12:30
We'll always give you five working days, notes in advance of your account being debited.
12:35
You sent confirmation of disagreement, of disagreement within free working days of your direct debit being set up.
12:41
All direct debits are protected by a guarantee.
12:43
You can read this in your confirmation later or I can read it to you now.
12:48
Are you okay?
12:48
to read those in your confirmation?
12:50
Yeah, absolutely.
12:51
But can you just remind me what day did you say which stayed in months with the payment graph?
12:56
So the first bill, so just to confer today, we're setting the $2,000.
13:00
California UK for all two payments in one for Virgin Media Payments Limited.
13:04
It's not billing payment dates, each could be different.
13:06
So your first bill for Virgin Media to bill for your current month month in advance, it's not due till the 20th of October.
13:13
Right.
13:13
Perfect.
13:14
Thank you.
13:14
So it's a double bill that 14398 and then it'll always come out around that time.
13:18
If you do have a preferred date, you can select a direct debit date of your choice.
13:22
So you're happy to wait till the 20th of October for your first direct there.
13:26
Yeah, it's fine.
13:27
And you say it's 3199 or something.
13:31
Yeah.
13:32
Yeah, I think.
13:33
So I've just got to quickly run through the sim that comes in your package and then that's all sorted for you.
13:39
Uh so we have checked the coverage for your home address.
13:41
Does show going indoors and outdoors in terms of reception with all too.
13:44
So you're happy to continue.
13:47
Yes.
13:48
We'll be collecting a bit more information to run some phones.
13:51
Good to check.
13:51
You can find out the O2 price policy on the O2 website if you want more information.
13:56
Phone you'll be using the SIM card and is it an iPhone?
13:59
No.
14:01
Android, yeah.
14:02
And you want me to, it's unlimited, but do you want me to add a spend cap on it to help control any other 110 charges?
14:08
Zero cuts.
14:09
Yeah.
14:09
Yeah.
14:09
So it's, yeah, so to add time to, because 10% which gives you so it's unlimited minutes, text and data, 24 month contract, and you can roam like home with that as well.
14:19
As all too, would like to send you updates.
14:22
Are you happy for us to use the same email address that we took?
14:25
from you earlier.
14:27
Perfect.
14:28
And you'll receive an email off them shortly to activate your MyO2 account.
14:31
Please activate the link as soon as you can.
14:34
Only stays valid for 28 days.
14:36
If you want to transfer your number over, you just get a PAC code off your current provider.
14:40
All the instructions will be in the same pack for you.
14:43
Just send a text off your phone, come from your first bill, next bill onwards, take payments from your account.
14:48
as far as the data mounting company will be able to in the future, there's a change to the data mount or frequency.
14:54
Always give you ten working days, notes in advance of your account being debited.
14:58
You'll be sent confirmation with
15:00
Free working days of your direct debit being set up.
15:04
All direct debits are protected by a guarantee.
15:06
You can read this in your confirmation later or I can read it to you now.
15:10
Are you okay to read those in your confirmation?
15:12
your confirmation emails.
15:14
No worries.
15:15
Yeah, perfect.
15:20
Yep, and you're happy for us to use the same details for the SIM card that we took today for the cable order.
15:25
so it's just all the same details.
15:26
Yeah, that's fine.
15:28
That'll be delivered to the home address by Royal Mail, should arrive in the next few working days.
15:33
Service will start as soon as you receive your sim and you'll also have 14 days to come cancel if you change your mind and you'll only have to pay for any calls or services that you've used.
15:41
You can find the full terms and conditions on the O2 website.
15:43
Do you have any questions before we go ahead and place your order?
15:47
No, right.
15:48
We're actually so the SIM car comes in the post, but I presume the engineer brings the modem for the.
15:53
Yeah, the engineer will bring the router on the day of the install for you.
15:57
You get a Wi-Fi guarantee as well, so.
16:00
Signal if you require then we provide you with boosters at no extra cost.
16:04
Okay.
16:04
Okay.
16:05
As well.
16:05
Perfect.
16:06
Yeah.
16:06
Perfect.
16:06
So that's to confirm.
16:07
Total monthly package price 3199.
16:10
As we say, it is 3849 from April 27th, it's 499 from April 28th, normally after contract price for month 2595 per month, but we'll contact you a month before with a new discounted 24 month deal.
16:23
That'll be similar to what you've had.
16:24
this time around.
16:25
But that's all sorted.
16:26
So they'll give you a call around half an hour before they're going to arrive on Friday.
16:29
All right.
16:30
Perfect.
16:30
Lovely.
16:31
All right then.
16:31
Thanks very much.
16:32
Cheers.
16:32
Thank you.
16:33
Nice one.
16:33
Bye.
16:34
I hear so bye.