MAY 13, 2026 3. 2. ADDED VALUE ***HYBRID (MOVERS) MESSAGING*** CID: 76c4d5d3-39bb-44e0-8d6b-f4f6e4e08be7 Account number: 13-05-26 19:02:23 Identity of the chatter: AH Name of the chatter: mARTIN DPA STATUS: PASSED DPA TIME STAMP: 13-05-26 19:02:23 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Move my installation date Want my installation date from the 28th may to asap RESOLUTION: misrouted //reschedule the installation of the newly order account. 1. Disco ***HYBRID (MOVERS) MESSAGING*** CID: 6d19435b-c1e8-4438-83b5-666cd0953cba Account number: 898739101 Identity of the chatter: AH Name of the chatter: Leon Hassan DPA STATUS: PASSED DPA TIME STAMP: 13-05-26 15:07:21 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 3744208 QUERY: moving house RESOLUTION: Process DI || DISCO DATE: 15/06/2026 DISCO REASON: CS PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 8/05/26 1 26/05/26 3 42.47 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 58.33 6/06/26 24/06/26 *********************** ============================================================================================================================================================================================================================ MAY 12, 2026 4. Move ***HYBRID (MOVERS) MESSAGING*** CID: 20c26cc3-09f1-49db-840b-337cdd5ce521 Account number: 430678703 Identity of the chatter: AH Name of the chatter: Nada DPA STATUS: PASSED DPA TIME STAMP: 12-05-26 19:18:16 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: Notify you that im moving and wish to move the services with me WO DI: 69453496 WO IN: 69453555 RESOLUTION: Process M&T // Like for like NEW ADDRESS: 68 RUSHLAKE ROAD BRIGHTON BN1 9AF NEW ACCOUNT #: 5007174-01 INSTALL DATE: 28/05/2026 at 8AM-1PM DISCO DATE: 27/05/2026 CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_1762 Bill In Old Address *********************** Bill Bill Billing Due Merged Amount Run Date Date Amount 1 65.00 22/05/26 8/06/26 2 71.50- 27/05/26 8/06/26 6.50- *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 152.17 20/06/26 10/07/26 2 65.00 22/07/26 11/08/26 *********************** 3. Query // Follow Up // Disco ***HYBRID (MOVERS) MESSAGING*** CID:b4a52c5b-30be-4177-81b4-5038378aa593 Account number:735357303 Identity of the chatter: AH Name of the chatter: EDGARAS VAITEKUNAS DPA STATUS: PASSED DPA TIME STAMP:12-05-26 18:36:53 Contact number update status: Verified Email address status: Verified QUERY: wants to follow up disconnection request RESOLUTION: send email address of home movers 2. DISCO ***HYBRID (MOVERS) MESSAGING*** CID: 7c1d9843-7fcb-47a7-91e8-8c923e5e882e Account number: 421397004 Identity of the chatter: AH Name of the chatter: Temi adeyemi DPA STATUS: PASSED DPA TIME STAMP: 12-05-26 12:42:19 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 69448550 QUERY: contract expiring no renewal needed RESOLUTION: Process DI || DISCO DATE: 18/05/2026 DISCO REASON: CZ BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 149.06- 19/05/26 26/05/26 *********************** 1. QUERY ***HYBRID (MOVERS) MESSAGING*** CID: f78c2ef2-1293-4d24-a2f7-2e7103a1105 Account number: 89765108 Identity of the chatter: AH Name of the chatter: Agi DPA STATUS: PASSED DPA TIME STAMP: 12-05-26 11:47:34 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: change in plans due to family reasons, must move out in four weeks time RESOLUTION: Process DI || offer 30 to 60 day but cx declined due to EDF // cancelled the Di processed on the account // no changes at the moment ============================================================================================================================================================================================================================ MAY 11, 2026 7. DISCO ***HYBRID (MOVERS) MESSAGING*** CID: 8ee8c39f-af2f-4cea-8b71-93018ec9f6cd Account number: 219184413 Identity of the chatter: AH Name of the chatter: Alexander Jeremy Mark Lambert DPA STATUS: PASSED DPA TIME STAMP: 11-05-26 19:09:22 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 76302858 QUERY: no longer need the services - moving out of flat RESOLUTION: Process DI || DISCO DATE: 31/05/2026 DISCO REASON: MM BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 108.40 16/05/26 5/06/26 *********************** 6. DISCO // done ***HYBRID (MOVERS) MESSAGING*** CID: dafcc0fb-003f-4854-b013-f46562fe7507 Account number: 73966804 Identity of the chatter: AH Name of the chatter: Ben Smith DPA STATUS: PASSED DPA TIME STAMP: 11-05-26 16:55:16 Contact number update status: Updated Email address status: Updated CJM: N/A WO: 51057541 QUERY: I am out of contract, and would like to cancel. RESOLUTION: Process DI || DISCO DATE: 12/05/2026 DISCO REASON: MM BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 104.01 12/05/26 1/06/26 *********************** 5. DPA FAILED // done ***HYBRID (MOVERS) MESSAGING*** CID: b0718786-bf17-41d5-851a-61339c7ae4c0 Account number: 988656301 Identity of the chatter: 3rd Party Name of the chatter: Patrick McCabe DPA STATUS: FAILED DPA TIME STAMP: 11-05-26 16:39:38 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Hi Bernadeth, I need to cancel the account as VM do not offer the services we need at our new property and we have moved out today RESOLUTION: DPA FAILED 4.NFAT // done ***HYBRID (MOVERS) MESSAGING*** CID: e08f955c-5353-4eb6-97c6-6bbb5e720df8 Account number: 816490103 Identity of the chatter: AH Name of the chatter: Lesley-Anne DPA STATUS: PASSED DPA TIME STAMP: 11-05-26 15:10:12 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: i want an email address for you Moving address RESOLUTION: CX went idle// confirmed new address and move out date// process going away as new address is still active// follow 5-5-5//nfatt. New address is 140 Windsor Road, Torquay, TQ11SR Installation date is 22nd May 3. closed the chat // done ***HYBRID (MOVERS) MESSAGING*** CID: b73217f4-ae57-4613-a327-af376cd60169 Account number: 309744906 Identity of the chatter: AH Name of the chatter: Galya DPA STATUS: PASSED DPA TIME STAMP: 11-05-26 15:00:12 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Hello, we need to move to Bulgaria to the end of May. Ours plans are changing at the moment and we will back to live in our country. move to new home RESOLUTION: cx closed the chat after opening spiel unable to discuss moving details 2. QUERY // done ***HYBRID (MOVERS) MESSAGING*** CID: 7b03b037-ada1-47ce-8273-1c4558f20aad Account number: 832261601 Identity of the chatter: AH Name of the chatter: Alin DPA STATUS: PASSED DPA TIME STAMP: 11-05-26 12:47:10 Contact number update status: Verified Email address status: Updated CJM: N/A WO: 16229994 QUERY: Change plan and moving I would like to discuss my plan and the moving RESOLUTION: Process DI || however cx requested a switch from BR and will switch from 15/05/2026 // The processed DI has been cancelled by the sytem //nfat. 1. DISCO // done ***HYBRID (MOVERS) MESSAGING*** CID: 9dc41c28-c08f-476b-aa7b-e11d928cc9fb Account number: 736892517 Identity of the chatter: AH Name of the chatter: Holly Johnson DPA STATUS: PASSED DPA TIME STAMP: 11-05-26 12:29:54 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 70076777 QUERY: Going to a new house RESOLUTION: Process DI || DISCO DATE: 30/06/2026 DISCO REASON: CF BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 305.63 6/06/26 26/06/26 *********************** ============================================================================================================================================================================================================================ MAY 7, 2026 4. IDLE // done ***HYBRID (MOVERS) MESSAGING*** CID: c07d105b-22dd-4253-a633-c221f7459309 Account number: 916333704 Identity of the chatter: AH Name of the chatter: Zoe DPA STATUS: PASSED DPA TIME STAMP: 07-05-26 18:06:26 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Change move in date & engineer RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. 3. DPA FAILED // done ***HYBRID (MOVERS) MESSAGING*** CID: 3d0861ab-d5fc-46c5-9c88-fb6120cad697 Account number: 965941003 Identity of the chatter: AH Name of the chatter: Olivia DPA STATUS: FAILED DPA TIME STAMP: 07-05-26 17:21:11 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Change the date I’m moving house RESOLUTION: DPA FAILED 2. MOVE // done ***HYBRID (MOVERS) MESSAGING*** CID: 3fbd7f31-524b-472f-a1f1-1ddc480ea9cb Account number: 975995703 Identity of the chatter: AH Name of the chatter: Anwar ishan DPA STATUS: PASSED DPA TIME STAMP: 07-05-26 15:38:31 Contact number update status: Updated Email address status: Verified CJM: N/A QUERY: I have to move the property by 15th of may WO DI: 38934487 WO IN: 38934507 RESOLUTION: Process M&T // Offer Phone & Broadband Bundle + O2 Sim for £25 per month, whilst the O2 SIM would be £5 per month on a new 24-month contract || Volt 250 Broadband & Anytime Chatter + 4GB O2 Sim || CX accepted the offer || Process new contract. *********************** Order 7176108700312405562 successfully submitted Volt Sim Only Plan Handset 24 month 6 Airtime Plan #563201417 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07563667909 is assigned successfully *********************** NEW ADDRESS: 73 HARROW ROAD LEICESTER LE3 0JY NEW ACCOUNT #: 8339453-07 INSTALL DATE: 15/05/2056 DISCO DATE: 14/05/2026 Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 1.11- 19/05/26 5/06/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 60.00 19/05/26 8/06/26 2 25.00 17/06/26 7/07/26 *********************** 1. disco // done ***HYBRID (MOVERS) MESSAGING*** CID: 6936a876-c4ff-4501-9d81-3df60702a233 Account number: 57710503 Identity of the chatter: AH Name of the chatter: Stuart DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: 25693583 QUERY: Moving house and the cost RESOLUTION: Process DI || DISCO DATE: 28/05/2026 DISCO REASON: MM BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 678.26 12/05/26 2/06/26 *********************** ============================================================================================================================================================================================================================ MAY 6, 2026 5. move // done ***HYBRID (MOVERS) MESSAGING*** CID: 005b8619-b9b2-425a-8d74-cb9636f16564 Account number: 848708604 Identity of the chatter: AH Name of the chatter: Jake DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 19:22:19 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A QUERY: would like to arrange my account and broadband to be moved to my new address WO DI: 38929385 WO IN: 38929391 RESOLUTION: Process M&T // like for like NEW ADDRESS: 83 SAXBY ROAD MELTON MOWBRAY LE13 1BP NEW ACCOUNT #: 8858840-03 INSTALL DATE: 01/06/2026 DISCO DATE: 31/05/2026 CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_1643 Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 45.14 9/05/26 26/05/26 2 15.04- 2/06/26 26/06/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 78.69 9/06/26 29/06/26 2 45.14 8/07/26 28/07/26 *********************** 4. move // DONE ***HYBRID (MOVERS) MESSAGING*** CID: 6c1c9a7e-8e5e-4268-9a1c-c90f66839711 Account number: 841417703 Identity of the chatter: AH Name of the chatter: Richard DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 14:36:37 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: moving home WO DI: 39207468 WO IN: 39207479 RESOLUTION: Process M&T // like for like NEW ADDRESS: 4 SHIREMEAD ELSTREE BOREHAMWOOD WD6 3JZ NEW ACCOUNT #: 8372419-01 INSTALL DATE: 29/05/2026 at 8AM1PM DISCO DATE: 28/05/2026 CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_1637 Bill In Old Address *********************** Bill Bill Billing Due Merged Amount Run Date Date Amount 1 35.56 15/05/26 1/06/26 2 28.45- 28/05/26 1/06/26 7.11 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 82.83 16/06/26 6/07/26 2 35.56 15/07/26 4/08/26 *********************** 3. MISROUTED ***HYBRID (MOVERS) MESSAGING*** CID: e52c274a-a19b-45d3-9935-cfffcf51d204 Account number: 609659101 Identity of the chatter:3rd Party Name of the chatter: Sheila Sheehan DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 13:56:44 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: i want to know how much the home phone is costsing and if i can cancel this RESOLUTION: (misrouted) The customer inquired about home phone service costs and cancellation options within their current package. After identity verification and security checks, the agent confirmed the home phone is included in the bundle package. The agent presented two alternative packages: one at £111.75/month without landline services, and another at £123.75/month including an O2 sim with unlimited data. The agent confirmed that removing the home phone would reduce the monthly cost to the rates specified in these options. The customer indicated they had received the information needed and required no further assistance. 2. DISCO // done ***HYBRID (MOVERS) MESSAGING*** CID: 561392ee-b015-488a-ac05-cdf79aab552d Account number: 0773408901 Identity of the chatter: AH Name of the chatter: Rebecca Heath DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 11:50:02 Contact number update status: Updated (07803583826) Email address status: Verified CJM: N/A WO: 69383629 QUERY: I have moved and virgin media is not available at my new house RESOLUTION: Process DI || DISCO DATE: 07/5/2026 DISCO REASON: MM *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 56.39 7/05/26 2/06/26 *********************** 1. trandfer // done ***HYBRID (MOVERS) MESSAGING*** CID: aa4a792c-0758-4c10-84c7-c3f39a2268f7 Account number: 156838001 Identity of the chatter: AH Name of the chatter: Shane Hodgson DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 11:01:40 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: I have moved into assisted living as I’m disabled. I need to cancel my broadband for my flat. RESOLUTION: cx will move to carehome, advise to call care home team. ============================================================================================================================================================================================================================ MAY 5, 2026 4. disco ***HYBRID (MOVERS) MESSAGING*** CID: 0d77393a-fd83-424d-8b6d-7097a2473596 Account number: 656408004 Identity of the chatter: AH Name of the chatter: Laura egginton DPA STATUS: PASSED DPA TIME STAMP: 05-05-26 18:50:43 Contact number update status: Verified Email address status: Updated CJM: N/A WO: 23773811 QUERY: We have been served eviction 21 notice and so need to move property RESOLUTION: Process DI || DISCO DATE: 16/05/2025 DISCO REASON: MM BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 363.38 19/05/26 8/06/26 *********************** 3. disco ***HYBRID (MOVERS) MESSAGING*** CID: 02ef83d1-37b5-41e1-b4a8-31f74fbeda23 Account number: 70778307 Identity of the chatter: AH Name of the chatter: Rubeena Bano DPA STATUS: PASSED DPA TIME STAMP: 05-05-26 16:46:26 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 42158549 QUERY: I am planning to move out RESOLUTION: Process DI || no cg DISCO DATE: 04/06/2026 DISCO REASON: CL BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 95.47 13/05/26 2/06/26 *********************** 2. query ***HYBRID (MOVERS) MESSAGING*** CID: db707630-3870-428f-8c67-175f9ddb657b Account number: 404367012 Identity of the chatter: AH Name of the chatter: Mihai Rossnik DPA STATUS: PASSED DPA TIME STAMP: 05-05-26 15:47:44 Contact number update status: Verified/ Email address status: Verified CJM: N/A WO: N/A QUERY: Moved houses RESOLUTION:P discuss the disconnection on the account as cx was disconnected on the prev agent that process his disconnection. 1. idle ***HYBRID (MOVERS) MESSAGING*** CID: 99a2a9d7-66e4-4fca-afad-edcfda4f3f93 Account number: 87922905 Identity of the chatter: AH/3rd Party Name of the chatter: Niel DPA STATUS: PASSED/ FAILED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: I'm moving from my existing house Reso: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. ============================================================================================================================================================================================================================ MAY 4, 2026 1. MOVE// done ***HYBRID (MOVERS) MESSAGING*** CID: 30a24597-7264-45ed-9207-ab51520f81c1 Account number: 201374907 Identity of the chatter: AH Name of the chatter: Joshua Thomas William Boyd DPA STATUS: PASSED DPA TIME STAMP: 04-05-26 09:46:12 Contact number update status: Updated Email address status: Updated CJM: N/A QUERY: I have moved home and would like to both move my service and renew my contract with the deal I have been offered at £34.20 a month WO DI: 76290595 WO IN: 76290599 RESOLUTION: Process M&T // like for like NEW ADDRESS: 53 SOUTH SCOTSTOUN SOUTH QUEENSFERRY EH30 9YD NEW ACCOUNT #: 2466314-02 INSTALL DATE: 06/05/2026 DISCO DATE: 05/05/2026 CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_1570 Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 38.20- 7/05/26 4/06/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 95.14 14/05/26 3/06/26 2 38.20 13/06/26 3/07/26 *********************** ============================================================================================================================================================================================================================ ***HYBRID (MOVERS) MESSAGING*** CID: Account number: Identity of the chatter: AH/3rd Party Name of the chatter: DPA STATUS: PASSED/ FAILED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: