============================================================================================================================================================================================================================ AUGUST 28, 2026

NON SALE HYBRID (SWC) MESSAGING 2a003a94-5e8e-4ae9-89fa-43ee58b51fb7 S80 4EW, 7 Customer Name: Elliott cx closed the chat upon swtich phrobing
SALE // DONE HYBRID (EBB) MESSAGING Contact ID: 9635d577-dfe6-4cb5-8427-f9f0a6f10110 Name of the chatter: Marc Account number: 675274705 DPA STATUS: PASSED DPA TIME STAMP: 27-08-26 18:34:39 QUERY: essential package Order/ package: Essential broadband plus with Flex for £20/month W/O NUMBER: 70701168
SALE // DONE HYBRID (EBB) MESSAGING Contact ID: 6141b89e-75e4-47ac-9518-916d1aafd47c Name of the chatter: 634496201 Account number: Jodie DPA STATUS: PASSED DPA TIME STAMP: 27-08-26 18:22:40 QUERY: Confirm benefits Order/ package: Essential broadband plus with Flex for £20/month W/O NUMBER: 77882726
CHECK HYBRID (SWC) MESSAGING 7a8abb01-ca4e-4bc0-bd1f-9f9ff6889e2e NE29 0PA is the postcode and house number is 17 Customer Name: Katie 17 CROMWELL TERRACE
NORTH SHIELDS NE29 0PA
SALE // DONE HYBRID (SWC) MESSAGING 1b70d3f1-aa09-46fb-9530-18512be9035c Customer Name: surendra CB7 4RP 144 high barns RS1002025351 Gig1 Fibre Broadband £29.99 ============================================================================================================================================================================================================================ AUGUST 26, 2026
NON SALE HYBRID (SWC) MESSAGING Customer Name: Joanne Bundle ID in Basket: 6536 S667eg, 30

HYBRID (SWC) MESSAGING Contact ID: bf3724b4-4b9d-44da-8516-fe57a9875ee1 Customer Name: Seán Postcode: SE15 6JY Door number: 21 Query: 12 month deal Service: M500 Broadband for £28.99/month for 12 months contract WO: 24164376 BE Screen:

Upfront Payment Taken: £X - Auth Code: XXX

AUGUST 24, 2026

DPA FAILED // DONE HYBRID (EBB) MESSAGING Contact ID: b0d6d6d5-e936-4812-b260-64051a443e39 Name of the chatter: Michael dennison Account number: 307823218 DPA STATUS: PASSED DPA TIME STAMP: QUERY: I'm wanting to change tariff to social tariffs as I'm on benifits RESOLUTION: DPA FAILED
CLOSED THE CHAT // NA HYBRID (EBB) MESSAGING 8d44b92a-895e-4160-9b4f-7b005335a1dc Jatinder cx closed the chat

HYBRID (SWC) MESSAGING 1f9f7562-d6ee-403e-a271-e8838d920211 Customer Name: Peter willcox Postcode: GU52 8JY Door number: 119 idle upon processing

HYBRID (SWC) MESSAGING 53026e99-26db-4b4d-950d-df30ae87e1ec Customer Name: Graeme Bundle ID in Basket: 6766 L12 3HW number 12 customer do not want to accept the offer yet || nonsale

IDLE// DONE HYBRID (EBB) MESSAGING Contact ID: 818c45b1-c568-46ba-9eac-fa1d6438929f Name of the chatter: Girges hoti Account number: 23618805 DPA STATUS: PASSED DPA TIME STAMP: 21-08-26 13:02:50 QUERY: Because im universal credit and want to lower my package and take take off my steaming services off Order/ package: RESOLUTION: Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. ============================================================================================================================================================================================================================ AUGUST 20, 2026
idle // DONE HYBRID (EBB) MESSAGING Contact ID: c4baa597-97aa-4d1c-aa97-0d783b3382a0 Name of the chatter: Melanie Account number: 719511701 DPA STATUS: PASSED DPA TIME STAMP: 20-08-26 17:49:33 QUERY: Essential broadband Order/ package: Essential broadband for £12.50 RESOLUTION: Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT.
SALE // DONE HYBRID (EBB) MESSAGING Contact ID: 62a5a8a4-f866-4700-8700-7f18e8945d00 Name of the chatter: Victoria Salthouse Account number: 454117504 DPA STATUS: PASSED DPA TIME STAMP: 20-08-26 14:19:04 QUERY: Renew contract Order/ package: Essential broadband W/O NUMBER: 70628570
SALE //DONE HYBRID (SWC) MESSAGING Contact ID: ea99c741-3b66-4ca7-a63f-e60345d842e9 Customer Name: Gary Postcode: SK2 5QL Door number: 2 Query: Help Service: Sport bundle for £52.99/month for 24 months contract OTS : SUCCESSFUL Success! We've matched your broadband with Sky. Sky has sent the switching information to the contact details you've registered with them. They may let you know by email or text message. WO: OT1002005845 BE Screen: Bill Bill Billing Due Amount Run Date Date 1 155.93 13/10/26 30/10/26 2 52.99 13/11/26 30/11/26

HYBRID (SWC) MESSAGING 28eb4538-b4c9-48e9-8349-0d48d530dea3 Customer Name: Chelsea idle opening

SALE HYBRID (SWC) MESSAGING Contact ID: bb191341-1ce4-4e32-8c74-264b1d8a1870 Customer Name: Paul Postcode: CV2 1QG Door number: 151 Query: I need more help Service: Max Volt bundle with unlimited sim for £74.99/month WO: OT1002005264 OTS : SUCCESSFUL SOR Number: (Success! We've matched your broadband with Sky. Sky has sent the switching information to the contact details you've registered with them. They may let you know by email or text message.) O2 Order Reference ID: O2 call back form SIM Package: Unlimited O2 Classic Plan SIM for £12/month BE Screen: Bill Bill Billing Due Amount Run Date Date 1 62.99 10/10/26 28/10/26 2 62.99 12/11/26 30/11/26

NON SALE HYBRID (SWC) MESSAGING ecf718c4-20fd-4d03-88fb-a2d77008175f Customer Name: Simi 7 PARK STREET
NORTHWICH CW8 1HQ

SALE // DONE HYBRID (EBB) MESSAGING Contact ID: 20b72084-935d-4f56-a9fa-8866e9842561 Name of the chatter: Alan Account number: 890141301 DPA STATUS: PASSED DPA TIME STAMP: 18-08-26 15:46:44 QUERY: Switch to social tarriff Order/ package: Essential broadband plus with flex for £20/month W/O NUMBER: 38125293
NON SALE // DONE HYBRID (SWC) MESSAGING f52d945f-efce-4066-9315-156f13a823a2 Customer Name: Marshall 21/6 Westfield Road, EH11 2QP idle upon opening ============================================================================================================================================================================================================================ AUGUST 17, 2026
idle // DONE HYBRID (EBB) MESSAGING Contact ID: e39a2e14-5d81-434d-9151-99fb96f5b926 Name of the chatter: Karmel Account number: 601707107 DPA STATUS: PASSED DPA TIME STAMP: 17-08-26 16:51:05 QUERY: I am on universal credit and want to sign up to the essential broadband offer for £20 a month instead of the £35.49 i am currently paying Order/ package: Essential broadband plus with Flex RESOLUTION: Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT.
DPA FAILED // DONE HYBRID (EBB) MESSAGING Contact ID: 73ef16a9-0c4f-45ea-b56c-d91e2ffbfc80 Name of the chatter: Michael coyne Account number: 93646504 DPA STATUS: FAILED DPA TIME STAMP: N/A QUERY: Ivr just vomf chemoyherspy 3 months stage 4 cancer ...they put my services bavk on told me to go virgin essentials straigjt away Order/ package: RESOLUTION: DPA FAILED

sale // DONE HYBRID (EBB) MESSAGING Contact ID: b53c0162-9644-4ae0-9fa3-63b644d04602 Name of the chatter: Africa Account number: 714705303 DPA STATUS: PASSED DPA TIME STAMP: 14-08-26 19:22:29 QUERY: I need to renew social broadband as my price is increasing and I’m still on benefits Order/ package: Essential Broadband + Flex W/O NUMBER: 70319366
NON SALE// DONE HYBRID (SWC) MESSAGING a6ae80ff-3ac0-4669-95c4-c4d9f18b04ee Customer Name: James Postcode: ML5 1BF Door number: 12 NSA
SALE // DONE HYBRID (SWC) MESSAGING ba1ccb2a-11a7-4c91-b019-fdf897915c00 Customer Name: Kayleigh 32 CROMER ROAD
BLACKPOOL FY2 0ED RS1001990903 36.99 Entertainment Bundle idle upon process

HYBRID (SWC) MESSAGING ab8d4126-65dd-4bef-b05f-e194f2dbdd4c Customer Name: Martin Cf40 2dp 20 Idle upon oht

NON SALE//DONE HYBRID (SWC) MESSAGING 6a358e38-3e76-4eb9-8b9b-824018b27e32 Mrs Sandra horrocks 8 Kelham Road great gonerby NG31 8NE cx closed the chat upon confirming the order

NON SALE// DONE HYBRID (SWC) MESSAGING 632dd53f-9ad1-471e-afff-3c965e811aed Customer Name: Vitalii NR32 1HB , 136 London Road North NSA
NONSALE HYBRID (SWC) MESSAGING d8efd29f-884b-4646-95e7-af56b8374c49 Customer Name: Nick Nw2 6up 92. It's the whole house wayleave
SALE // done HYBRID (SWC) MESSAGING Contact ID: 8352de23-7983-4d54-b316-50aa6d951919 Customer Name: Alan/Kerry Postcode: PO8 9QY Door number: 18 Query: Ok - we need Broadband (1Gig) Plus a booster/box for upstairs, to package to include Netflix and Disney Service: Entertainment bundle with O2 sim for £38.99/month for 24 months contract WO: OT1001984523 OTS : UNSUCCESSFUL O2 Order Reference ID: 6176946458841576046 SIM Package: 10GB O2 sim BE Screen: Bill Bill Billing Due Amount Run Date Date 1 65.98 5/09/26 22/09/26 2 32.99 6/10/26 22/10/26

Mrs Kerry Humes, 07837037528, alhumes@me.com, PW: Portsmouth1, DoB: 09/12/1978. Install date - asap, Employment status: employed, addresses over last 3 years - 14 Henwood Grove, Walterlooville, Hampshire, PO8 0ZE (2.5 years), 28 Quail Way, Horndean, Waterlooville, Hampshire, PO8 9YN, Tenant, Bank sort: 40-22-17 A/C: 71713884 Mrs Kerry Humes

Order 6176946458841576046 successfully submitted Volt Sim Only Plan Handset 24 month 9 Airtime Plan #595575353 | 5GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07873112654 is assigned successfully

AUGUST 11, 2026

DPA FAILED // done HYBRID (EBB) MESSAGING Contact ID: df99da89-da4b-4c7a-961d-b33f47cf4124 Name of the chatter: Jennifer Louise Tarnawski-Cragg Account number: 46382804 DPA STATUS: FAILED DPA TIME STAMP: QUERY: Confirm my eligibility Order/ package: Essential broadband plus with Flex DPA FAILED
NON SALE HYBRID (SWC) MESSAGING 76563b1c-d765-454c-8c92-ff0e6ca1d930 Sat DA7 5AN - 88
ADDED VALUE // done HYBRID (EBB) MESSAGING Contact ID: ccc10643-6957-4cd7-9c72-ebf32f1ec136 Name of the chatter: Kelly marshall Account number: 435323204 DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 13:13:24 QUERY: Essential broadband Order/ package: Essential broadband plus for £20/month CJM: N/A WO: 12472660 MESSENGER TOOL KIT: YES RESOLUTION: cx declined essential package due to lower speed || Offer Volt 500 Broadband + O2 Sim for £30 per month, whilst your O2 SIM would be £5 per month on a new 24-month contract || CX accepted the offer || Process new contract. ======================= Order 9176937189013238071 successfully submitted Volt Sim Only Plan Handset 24 month 9 Airtime Plan #594728541 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07873161703 is assigned successfully ======================= Bill Bill Billing Due Amount Run Date Date 1 24.46 26/08/26 14/09/26 2 30.00 24/09/26 12/10/26 ======================= Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: Volt 500 (350-500) Broadband Add Ons: O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 12/08/2026 The full price of the bundle: 74.0 Discounted price of Bundle: 30.0 Full price of Bundle after price rise: Any TLDs: RIV: £36 off for 24mA and 24mCTE-End 31/07/2028 Any One off charges: 5.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Volt 500 (350-500) Broadband Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2500651 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: EDFDV19,H352XXU,HEROCN4,L813D03,L813D19,L813D53 37 BB Add: HV500M,L161DA3,SEGREDA,VFTRKD1 37 BB OTC: HVDUM21 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

NON SALE SWC MESSAGING c54ce593-78b9-4913-8c7c-9a41a1055472 Customer Name: Vincent Postcode: WA8 9ZH Door number: 1 Success! We've matched your broadband with EE. EE has sent the switching information to the contact details you've registered with them. They may let you know by email or text message. cx do not have enough time//idle

NON SALE // DONE SWC MESSAGING 3a586ecc-f902-447c-b9b7-690b5ac6011f Customer Name: Stephen ME2 2SW, 2 Customer do not want to commit with the offer at the moment // nfat
QUERY // done HYBRID (EBB) MESSAGING Contact ID: cdad21c5-ebe8-4310-8f1d-b1e0b8c5a680 Name of the chatter: Barry Account number: 411401303 DPA STATUS: PASSED DPA TIME STAMP: 06-08-26 15:43:21 QUERY: Have been needing to send in proof of benifits for a few month Order/ package: Essential broadband Resolution: unable to process essential package as customer has outstanding balance || file complaint as customer was not happy about the experince.
EBB // done HYBRID (EBB) MESSAGING Contact ID: c8104510-c647-41af-8db6-2f3b2660590d Name of the chatter: Andrea Poyser Account number: 717988002 DPA STATUS: PASSED DPA TIME STAMP: QUERY: I want to go on the essential broadband Order/ package: Essential broadband Resolution: Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT.

NON SALE SWC MESSAGING 832c7f1c-5c56-4640-84a0-b2773b000268 Customer Name: Patrick 1A South Parade WF11LR NSA
CHECK // NON SALE SWC MESSAGING 58e8a5e3-587e-484f-a72f-0bd6a83e7714 Derek DH4 5QH 97 Idle upon process

NON SALE SWC MESSAGING a74f560f-6c0c-4031-93f3-21a83cb5a979 Customer Name: Andrew WS4 2JD 4/41 wayleave request
CHECK SWC MESSAGING 8ae24b86-d02e-43e6-9f1a-eba0891b8abf Customer Name: Dean S81 8PX, 26 IDLE UPON OHT ============================================================================================================================================================================================================================ AUGUST 3, 2026
CHECK SWC MESSAGING Customer Name: Darren 85 NN3 5DX IDLE UPON PROBING
OTHER AGENT PROCESS SWC MESSAGING 6ff3ba63-225a-4692-9e9b-26a41b065202 Clair Gough NP20 5LA, 29 cx want to check if the order was placed and advise that there is no order on the account //cx went idle //nfat
CONTACT BACK // done HYBRID (EBB) MESSAGING Contact ID: 8ee4ed46-55bb-4374-a6c0-ee3882fb2198 Name of the chatter: Alan Hemenway Account number: 883753701 DPA STATUS: PASSED DPA TIME STAMP: 03-08-26 13:58:52 QUERY: Renew existing contract £12.50 RESOLUTION: customer will contact back as unable to send the document at the moment//NFAT.
SALE//DONE SWC MESSAGING 96410ea4-73f5-4dc7-b717-d54bfc2e3689 Customer Name: Alys Postcode: M19 3HJ Door number: 1 RS1001958166
Gig 1 Broadband £27.99/month Cross session

AUGUST SWC

Upfront Payment Taken: £X - Auth Code: XXX

Order 6176946458841576046 successfully submitted Volt Sim Only Plan Handset 24 month 9 Airtime Plan #595575353 | 5GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07873112654 is assigned successfully