April 29, 2026 4. ***HYBRID (MOVERS) MESSAGING*** CID: a0eff3dc-d33b-4696-908b-238252d5e84f Account number: 301216403 Identity of the chatter: AH Name of the chatter: Taylor wilkes DPA STATUS: PASSED DPA TIME STAMP: 29-04-26 16:37:06 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: I want my husband to be the account holder - his name and email address ect RESOLUTION: The customer requested to change account ownership to a family member while maintaining the same address and billing information. The agent explained that ownership changes require account cancellation and creation of a new account with a new contract, resulting in an early termination fee. The customer objected to this process. 3. disco ***HYBRID (MOVERS) MESSAGING*** CID: 4c89db37-3c00-4705-8009-d426b5026ee4 Account number: 660917406 Identity of the chatter: AH Name of the chatter: Olav Tveit Geheb DPA STATUS: PASSED DPA TIME STAMP: 29-04-26 12:49:03 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 23750411 QUERY: Me and my flatmates are moving to Norway so myst cancel the subscription RESOLUTION: Process DI || DISCO DATE: 26/06/2026 DISCO REASON: CF PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 17/04/26 1 5/05/26 3 33.49 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 359.50 19/05/26 3/06/26 *********************** 2. SALE ***HYBRID (MOVERS) MESSAGING*** MISROUTED Contact ID: c5ed0a84-2bbe-4075-abd7-9a26d109823b Customer Name: Kevin macadam Postcode: BA13 4DG Door number: 38 Query: I have recently moved into a new property and placed an order on sunday, the property is already with VM and has kit already, have you sent me a kit and if so when will it arrive Service: Gig1 Fibre Broadband for £29.99/month DD Activated: Yes WO: 70052442 1.reconnection ***HYBRID (MOVERS) MESSAGING*** CID: d68b46f1-3a1b-4a42-9fa5-d7d2e189d0a4 Account number: 635888605 Identity of the chatter: AH Name of the chatter: Arun DPA STATUS: PASSED DPA TIME STAMP: 29-04-26 11:04:19 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I want to extend my current Internet till 10th May RESOLUTION: File reconnection and request future disco as cx req|| NMC Reconnections' form has been submitted and the Reference Id is 43732_86319 ======================================================================================================================================================================================================================================================================================= April 28, 2026 2. Disco ***HYBRID (MOVERS) MESSAGING*** CID: 8046db4b-cab1-426a-8eb1-e91d874871aa Account number: 432917602 Identity of the chatter: AH Name of the chatter:LINDA DPA STATUS: PASSED DPA TIME STAMP: 28-04-26 19:27:02 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 69294990 QUERY: Need to cancel my account as moving RESOLUTION: Process DI || DISCO DATE: 30/04/26 DISCO REASON: MM PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 21/04/26 1 6/05/26 3 103.67 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 45.61- 2/05/26 6/05/26 *********************** 1. MOVE || DONE ***HYBRID (MOVERS) MESSAGING*** CID: e61b40d9-b00f-4a8c-a664-57f9485c18d2 Account number: 723765901 Identity of the chatter: AH Name of the chatter: Nigel Turner DPA STATUS: PASSED DPA TIME STAMP: 28-04-26 12:22:56 Contact number update status: Updated Email address status: Verified CJM: N/A QUERY: I need to add one additional TV box to my account and arrange installation (virgin is not currently connected to our new address. WO DI: 70050049 WO IN: 70050053 RESOLUTION: Process M&T // Offer Entertainment Volt Bundle + O2 Sim for £57 per month, whilst the O2 SIM would be £5 per month on a new 24-month contract || Volt 350 Broadband, Mega TV 3 & Anytime Chatter + 4GB O2 Sim || CX accepted the offer || Process new contract *********************** Order 3176029968573057693 successfully submitted Volt Sim Only Plan Handset 24 month 6 Airtime Plan #559648324 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07857349198 is assigned successfully *********************** NEW ADDRESS: 15 THE CHIMES,NAILSEA BRISTOL BS48 4NH NEW ACCOUNT #: 7237512-02 INSTALL DATE: 09/05/2026 8AM-1PM DISCO DATE: 08/05/2026 Pending Payment *********************** Billing Line Due MOP Transaction Date # Date Amount 10/04/26 1 1/05/26 3 72.97 *********************** Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 60.81- 9/05/26 1/06/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 194.60 10/06/26 30/06/26 2 57.00 9/07/26 29/07/26 *********************** ======================================================================================================================================================================================================================================================================================= April 27, 2026 4. disco ***HYBRID (MOVERS) MESSAGING*** CID: c44b274d-5c1c-45a8-841e-6f4330fff456 Account number: 98465807 Identity of the chatter: AH Name of the chatter: Paul DPA STATUS: PASSED DPA TIME STAMP: 27-04-26 18:52:35 Contact number update status: Verified Email address status: Updated CJM: N/A WO: 5099980 QUERY: Moving out on 31st May and just wondered how much it would be to cancel? RESOLUTION: Process DI || DISCO DATE: 26/06/2026 DISCO REASON: CF BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 276.61 21/05/26 10/06/26 *********************** 3. query ***HYBRID (MOVERS) MESSAGING*** CID: 4d67be5a-ed41-4220-8bba-89226b97a6ea Account number: Identity of the chatter: AH Name of the chatter: John Anderson 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: moving house want to move it over, dont think we have a phoneline in place for the new property either RESOLUTION: wrong 2. DISCO ***HYBRID (MOVERS) MESSAGING*** CID: dfae5b71-c7cd-4d16-9f37-3b5d48a53619 Account number: 228910702 Identity of the chatter: AH Name of the chatter: Kae DPA STATUS: PASSED DPA TIME STAMP: 27-04-26 11:47:23 Contact number update status: Updated Email address status: Updated CJM: N/A WO: 25645125 QUERY: I want to take my current package to my new address in Margate RESOLUTION: Process DI || DISCO DATE: 28/04/2026 DISCO REASON: MM PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 24/04/26 1 18/05/26 3 35.50 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 331.46 29/04/26 18/05/26 *********************** 1. misrouted || DONE ***HYBRID (MOVERS) MESSAGING*** CID: 41bc6430-29d2-4101-9767-32bdd06b12af Account number: 165151301 Identity of the chatter: AH Name of the chatter: Stuart DPA STATUS: PASSED DPA TIME STAMP: 27-04-26 11:18:34 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I have recently moved from sky to virgin broadband. Sky has sent me an early redemption fee. Virgin media have said that they will pay this. How do I make sure this happens. It’s £160 RESOLUTION: cx did not move house and just switch from sky to us. advise to follow the steps on the email he have received when he place an order with us to claim the switching credit as he was billed from Sky for EDF || nfat. ======================================================================================================================================================================================================================================================================================= April 23, 2026 6. disco ***HYBRID (MOVERS) MESSAGING*** CID: ca7f9c58-2898-4d9e-a4c5-581108fb554d Account number: 504247606 Identity of the chatter: AH Name of the chatter: Nedima Esmeria Rodrigues DPA STATUS: PASSED DPA TIME STAMP: 23-04-26 19:05:51 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 69249826 QUERY: Cancelling RESOLUTION: Process DI || DISCO DATE: 23/05/2026 DISCO REASON: CL BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 232.18 25/04/26 11/05/26 *********************** 5. MOVE || done ***HYBRID (MOVERS) MESSAGING*** CID: 3a85c153-5ca1-4ad1-bd76-92d152f0ec01 Account number: 770190001 Identity of the chatter: AH Name of the chatter: Janet Collyer DPA STATUS: PASSE DPA TIME STAMP: 23-04-26 18:40:2 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: Book a house move WO DI: 69249366 WO IN: 69249394 RESOLUTION: Process M&T // Like for like NEW ADDRESS: 29 GOODWOOD CLOSE STRETTON BURTON-ON-TRENT DE13 0FP NEW ACCOUNT #: 7659881-03 INSTALL DATE: 04/05/2026 8am to 1pm DISCO DATE: 03/05/2026 CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_1265 End Of Contract: 7/01/2027 Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 11.87- 7/05/26 22/05/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 63.19 7/05/26 27/05/26 2 32.39 5/06/26 25/06/26 *********************** 4. Disco || done ***HYBRID (MOVERS) MESSAGING*** CID: 2800a197-0399-4103-a2c8-d52ed9f0f459 Account number:809064901 Identity of the chatter: AH Name of the chatter: Peter DPA STATUS: PASSED DPA TIME STAMP: 23-04-26 16:52:02 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 37317507 QUERY: I've agreed the purchase of a new property and from what i can see, VM dont service the new property so i'm looking to agree a cancellation of contract commencing from 22nd may RESOLUTION: Process DI || DISCO DATE: 22/05/2026 DISCO REASON: MM PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 15/04/26 1 5/05/26 3 44.00 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 509.16 15/05/26 2/06/26 *********************** 3. MOVE || DONE ***HYBRID (MOVERS) MESSAGING*** CID: 72bbeb10-4d01-402c-806e-1603aa0ba95c Account number: 294401102 Identity of the chatter: AH Name of the chatter: Tanveer DPA STATUS: PASSED DPA TIME STAMP: 23-04-26 16:16:34 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: As I am moving will my area cover virgin broadband? WO DI: 25633090 WO IN: 37317160 RESOLUTION: Process M&T // DI IN/ Offer Phone & Broadband Bundle + O2 Sim for £21 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 9175987898013608142 successfully submitted Volt Sim Only Plan Handset 24 month 6 Airtime Plan #558433087 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07708256963 is assigned successfully NEW ADDRESS: 18 WESTMINSTER WAY LOWER EARLEY READING RG6 4BX NEW ACCOUNT #: 8388691-01 INSTALL DATE: 12/06/2026 1PM- 6PM DISCO DATE: 11/06/2026 Bill In Old Address *********************** Bill Bill Billing Due Merged Amount Run Date Date Amount 1 26.18 25/04/26 18/05/26 2 26.18 23/05/26 17/06/26 3 27.92- 11/06/26 17/06/26 1.74- *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 56.00 16/06/26 6/07/26 2 21.00 14/07/26 3/08/26 *********************** 2. NFAT || DONE ***HYBRID (MOVERS) MESSAGING*** CID: 335ff86d-a9bb-4391-a8dd-e56d65a29f50 Account number: 577612108 Identity of the chatter: AH Name of the chatter: Andriy DPA STATUS: PASSED DPA TIME STAMP: 23-04-26 13:12:32 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I want another person to take over my contract RESOLUTION: Leave the account as it is as cx don't want the process of changing the ownership as cx just want to change the name and leave everything, just the name only. 1. MOVE || O2 || DONE ***HYBRID (MOVERS) MESSAGING*** CID: bb9ad4d7-679e-4396-a57d-3a0c67dae825 Account number: 724818301 Identity of the chatter: 3rd Party Name of the chatter: Erika Tascini DPA STATUS: PASSED DPA TIME STAMP: 23-04-26 11:52:05 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: moving home WO DI: 23733125 WO IN: 25631480 RESOLUTION: Process M&T // DI IN // Offer Volt 250 Broadband + O2 Sim for £22per month, whilst your O2 SIM would be £5 per month on a new 24-month contract || CX accepted the offer || Process new contract. *********************** Order 9175986275113852008 successfully submitted Volt Sim Only Plan Handset 24 month 6 Airtime Plan #558334397 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07708246910 is assigned successfully *********************** NEW ADDRESS: FLAT 1 19 QUICK ROAD LONDON W4 2BU NEW ACCOUNT #: 2067218-03 INSTALL DATE: 1/05/26 DISCO DATE: 30/04/2026 *********************** Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 5.70 30/04/26 20/05/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 79.00 14/05/26 3/06/26 2 22.00 16/06/26 6/07/26 *********************** ======================================================================================================================================================================================================================================================================================= April 22, 2026 3.disco ***HYBRID (MOVERS) MESSAGING*** CID: 6340d4a4-6479-4563-901f-d63880c3bf7e Account number: 86818904 Identity of the chatter: AH Name of the chatter: Shane Thomson DPA STATUS: PASSED DPA TIME STAMP: 22-04-26 17:23:16 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 15554093 QUERY: I would like to cancel my contract at the end of its term in 32 days RESOLUTION: Process DI || DISCO DATE: 24/05/2026 DISCO REASON: MM PP Screen *********************** Due MOP Transaction Date Amount 12/05/26 3 52.18 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 15.89- 21/05/26 12/06/26 Thanks *********************** 2. NFAT || DONE ***HYBRID (MOVERS) MESSAGING*** CID: 0e122a5f-2126-4794-8cd9-0cfbbfbc0a7f Account number: 210637505 Identity of the chatter: AH Name of the chatter: Melissa DPA STATUS: PASSED DPA TIME STAMP: 22-04-26 12:36:39 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Cancelling ​RESOLUTION: Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. 1. DISCO || DONE ***HYBRID (MOVERS) MESSAGING*** CID: 22bf1f8e-88d9-4789-a5db-9b3114fc9503 Account number: 935759502 Identity of the chatter: AH Name of the chatter: Margaret Hodgson DPA STATUS: PASSED DPA TIME STAMP: 22-04-26 11:48:17 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 38829224 QUERY: Cancelling RESOLUTION: Process DI || DISCO DATE: 30/04/2026 DISCO REASON: MM BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 35.42 2/05/26 26/05/26 *********************** ======================================================================================================================================================================================================================================================================================= April 21, 2026 4. dusco || DONE ***HYBRID (MOVERS) MESSAGING*** CID: 626dd7d6-543d-432f-a4b2-41acd574f718 Account number: 210544601 Identity of the chatter: AH Name of the chatter: Malik DPA STATUS: PASSED DPA TIME STAMP: 21-04-26 19:03:58 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 25624729 QUERY: movinhg home and move out date is 23/04/2026 RESOLUTION: Process DI || DISCO DATE: 23/04/2026 DISCO REASON: CL BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 68.39 23/04/26 13/05/26 *********************** 3. NFAT || DONE ***HYBRID (MOVERS) MESSAGING*** CID: 753e9e79-2cd0-47b3-9442-a5b9ba22f6e1 Account number: 689990505 Identity of the chatter: AH Name of the chatter: Gareth Christopher Bayley DPA STATUS: PASSED DPA TIME STAMP: 21-04-26 14:57:28 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I am planned to move home to a home with a different service provider. I would like to know the cost for exit fees, with a breakdown including when I return the equipment. RESOLUTION: The customer inquired about early termination fees for their service contract due to a planned house move. The agent confirmed the customer's permanent relocation and provided an estimated notice fee charge of £360.32 for services, noting that equipment return has a separate charge structure. The customer decided not to proceed with immediate cancellation to compare options with other providers. The agent offered to book a disconnection 60 days from the conversation date as the maximum available in the system, pending the customer's confirmation. The customer did not respond to confirm this booking before the chat session ended. 2. disco // DONE ***HYBRID (MOVERS) MESSAGING*** CID: 36f88a31-83be-4f9f-bb75-1a76bd2f00c8 Account number: 822324104 Identity of the chatter: AH Name of the chatter: Lauren DPA STATUS: PASSED DPA TIME STAMP: 21-04-26 13:12:41 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 16201127 QUERY: I’m moving and when checking the service isn’t available at the new address RESOLUTION: Process DI || DISCO DATE: 05/05/2026 DISCO REASON: MM PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 8/04/26 1 1/05/26 3 63.50 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 573.25 6/05/26 1/06/26 *********************** 1. disco ***HYBRID (MOVERS) MESSAGING*** CID: 74eca5fa-12db-453c-81d9-80ce66ac5233 Account number: 690047703 Identity of the chatter: AH Name of the chatter: Andrea layfield DPA STATUS: PASSED DPA TIME STAMP: 21-04-26 12:00:44 Contact number update status: Verified Email address status: Verified CJM: C-2104263033 WO: 6922074 QUERY: I am leaving the property RESOLUTION: Process DI || cx decline the EDF as this is a massive price || educate that there is still 19 months left || File complaint and cx closed the chat. DISCO DATE: 21/05/206 DISCO REASON: CS PP Screen *********************** Due MOP Transaction Date Amount 27/04/26 3 39.00 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 504.55 9/05/26 26/05/26 *********************** ======================================================================================================================================================================================================================================================================================= April 19, 2026 7. dpa failed || done ***HYBRID (MOVERS) MESSAGING*** CID: a39a9095-f91a-4da8-a72b-343be7d0f207 Account number: 718449701 Identity of the chatter: AH Name of the chatter: Hollie Timmins DPA STATUS: PASSED/ FAILED DPA TIME STAMP: n/a Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Moving house RESOLUTION: cx went unresponsive upon dpa process || Follow 5-5-5 || Close conversation || NFAT. 6. ADVICE TO CALL ***HYBRID (MOVERS) MESSAGING***​ CID: 1054e46c-471d-420f-9381-906e22c15e12 Account number: 522510101 Identity of the chatter: AH Name of the chatter: Owen Thomas Jones DPA STATUS: PASSED DPA TIME STAMP: 19-04-26 16:32:55 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I want to cancel my broadband as I'm moving into a residential care home Resolution: advise calling care home for further assistance. 5. MOVE || DONE ***HYBRID (MOVERS) MESSAGING*** CID: 6fc0ad22-6468-4b9a-a77b-c16e8adf9945 Account number: 771878005 Identity of the chatter: AH Name of the chatter: Marcus DPA STATUS: PASSED DPA TIME STAMP: 19-04-26 14:48:52 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: I am moving into my relatives house and they already have virgin media , I need to know if we can have 2 boxes so I’m not paying for a service I can’t use Resolution: File duplicate form as cx requested to move the services to the new address (shared property) Your reference number is 960003 Process Driven || Duplicate Account Process CID: 6fc0ad22-6468-4b9a-a77b-c16e8adf9945 Account number: 771878005 Name of the chatter: Marcus RESOLUTION: Process M&T // LIKE FOR LIKE NEW ADDRESS: 29 CHISWICK ROAD SUNDERLAND SR5 3QB NEW ACCOUNT #: 9567828-01 DISCO DATE: 04/05/2026 INSTALL DATE: 05/05/2026 - 1PM6PM CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_1200 Contract end date: 25/01/2028 Pending Payment *********************** Due MOP Transaction Date Amount 28/04/26 3 58.00 *********************** Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 23.20- 6/05/26 28/05/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 100.87 12/05/26 1/06/26 2 58.00 12/06/26 2/07/26 *********************** 4. DISCO ***HYBRID (MOVERS) MESSAGING*** CID: 8686550c-28ae-4e7c-8b85-0daa2aadee28 Account number: 740293501 Identity of the chatter: AH Name of the chatter: Callum Philip Sykes DPA STATUS: PASSED DPA TIME STAMP: 19-04-26 13:45:43 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 23720605 QUERY: Moving gig internet to new property but if not available can downgrade RESOLUTION: Process DI || Your Reference Number is 2375581 DISCO DATE: 20/04/2026 DISCO REASON: AE PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 13/04/26 1 27/04/26 3 48.94 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 216.14 24/04/26 27/04/26 *********************** 3. Disco ***HYBRID (MOVERS) MESSAGING*** CID: 9723c95f-14e5-4a4b-b3d0-949d4aad2536 Account number: 716508606 Identity of the chatter: AH Name of the chatter: Chriselle Soriano DPA STATUS: PASSED DPA TIME STAMP: 19-04-26 12:10:38 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 39102761 QUERY: I need to cancel it on May 10 as I am planning to move out RESOLUTION: Process DI || DISCO DATE: 10/05/2026 DISCO REASON: MM BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 595.00 30/04/26 18/05/26 *********************** 2. MOVE || DONE ***HYBRID (MOVERS) MESSAGING*** CID: 14d34fb7-b947-4743-bdf9-e617197bafa1 Account number: 73173608 Identity of the chatter: AH Name of the chatter: LUCAS DPA STATUS: PASSED DPA TIME STAMP: 19-04-26 10:42:55 Contact number update status: Updated Email address status: Verified CJM: N/A QUERY: I have moved house, my virgin media hub is still at my old flat, but I own the flat so I can go back and collect it at any time. I wanted to have the address of the hub changed to my new one WO DI: 50969828 WO IN: 50969831 RESOLUTION: Process M&T // Like for like //qs NEW ADDRESS: 164 RED BANK ROAD BLACKPOOL FY2 9ET NEW ACCOUNT #: 1051384-03 INSTALL DATE: 21/04/2026 DISCO DATE: 20/04/2026 CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_1156 Contract end date: 13/07/2027 Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 96.86 22/04/26 12/05/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 77.39 24/04/26 14/05/26 2 32.49 23/05/26 12/06/26 *********************** The customer requested to transfer Virgin Media services to a new residential address after relocating. The agent verified the new address was serviceable and collected contact information. An outstanding account balance was identified; the customer agreed to make payment via the provided link. The agent processed the service move request with a self-install option. Activation and disconnection dates were scheduled. A movers pack with cables and instructions will be sent. A one-time £20 installation/activation fee applies. Final bill and first bill amounts at respective addresses were provided. The customer did not respond to final confirmations, and the agent ended the chat session. 1. disco || DONE ***HYBRID (MOVERS) MESSAGING*** CID: d0407c99-645c-4046-98ca-400f02f0c99f Account number: 915510701 Identity of the chatter: AH Name of the chatter: Nicolas Pecheux DPA STATUS: PASSED DPA TIME STAMP: 19-04-26 09:27:06 Contact number update status: Updated (07464920906) Email address status: Verified CJM: N/A WO: 39102293 QUERY: Moving home and your services are not available where I am moving RESOLUTION: Process DI || DISCO DATE: 30/04/2026 DISCO REASON: MM BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 567.01 17/04/26 5/05/26 *********************** The customer requested to cancel their subscription and close their account due to a permanent move to a location where the service provider does not have coverage. The agent verified the customer's identity and confirmed the move date as 30/04/2026. The agent processed a disconnection order for that date and arranged for equipment return via pre-paid packaging. An early disconnection fee of £553.66 applies; however, providing proof of the new address within 28 days will result in waiving this fee. The final bill of £567.01 will be collected via Direct Debit on 5/05/2026. The customer will receive an email with disconnection details and documentation submission instructions. Equipment return kit will be sent within 10 days after disconnection. Email access will remain available for 90 days post-closure. ======================================================================================================================================================================================================================================================================================== April 17, 2026 3. query ***HYBRID (MOVERS) MESSAGING*** CID: 8320c693-0256-40e7-8038-bf947218ba2b Account number: 941750801 Identity of the chatter: AH Name of the chatter: Kolyo DPA STATUS: PASSED DPA TIME STAMP: 17-04-26 19:12:22 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Move new house RESOLUTION: cx req to reschedule the disconnection date however cx did not confirm and wanted to have earliest date installation || advice that is the earliest at the moment \\ nfat. 2. query ***HYBRID (MOVERS) MESSAGING***​ CID: 5ac60a16-3462-4fed-8594-0ce615e6d2d4 Account number: 770417903 Identity of the chatter: AH Name of the chatter: ADAM HUGHES DPA STATUS: PASSED DPA TIME STAMP: 17-04-26 16:17:43 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: I need to close my account as I have moved today and I need a label sent to my new address so I can post back the WiFi box RESOLUTION: advise that the return equipment is already set on the new address. 1. ADDED VALUE || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: b9663c09-a5f2-4ee5-93e4-d8d25199c380 Account number: 905050302 Identity of the chatter: AH Name of the chatter: Marco Knoop DPA STATUS: PASSED DPA TIME STAMP: 17-04-26 15:33:16 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: When I set my account I made a mistake with the address. so I want either to cancel or move to the right address before the installation date. RESOLUTION: misrouted and wanted to cancel the newly order package as cx set up an account on the wrong address. ======================================================================================================================================================================================================================================================================================== April 16, 2026 2. MOVE || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 0b8a1486-091e-4c8e-a687-7ab477f6bef3 Account number: 804198801 Identity of the chatter: AH Name of the chatter: William DPA STATUS: PASSED DPA TIME STAMP: 16-04-26 18:34:08 Contact number update status: Verified Email address status: Updated CJM: N/A QUERY: Book the date WO DI: 3879677 WO IN: 37277239 RESOLUTION: Process M&T // DI IN //file RK NEW ADDRESS: 26 WORDSWORTH ROAD RUGBY CV22 6HY NEW ACCOUNT #: 7716721-0 INSTALL DATE: 21/04/2026 DISCO DATE: 20/04/2026 CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_1117 Bill In Old Address RK: 'Recurring Credit Request Form' form has been submitted and the Reference Id is 122892_306759 *********************** Bill Bill Billing Due Amount Run Date Date 1 1.37- 23/04/26 11/05/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 149.00 23/04/26 11/05/26 2 114.00 22/05/26 10/06/26 *********************** 1. DISCO || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 4503dea1-1868-44bb-9614-4c9d465e76f8 Account number: 744971201 Identity of the chatter: AH Name of the chatter: Qiqi DPA STATUS: PASSED DPA TIME STAMP: 16-04-26 15:21:44 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 2371229 QUERY: I’m moving house from 4bed to 2bed. I want to know whats available for me as Im downsizing so might not need that much speed RESOLUTION: Process DI || DISCO DATE: 16/05/2026 DISCO REASON: MM PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 9/04/26 1 24/04/26 3 54.81 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 814.44 8/05/26 26/05/26 *********************** ======================================================================================================================================================================================================================================================================================= April 15, 2026 6. MOVE || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 3ca18ecb-9a4a-41f4-8731-7bbab6bd0eca Account number: 135616902 Identity of the chatter: AH Name of the chatter: Shona DPA STATUS: PASSED DPA TIME STAMP: 15-04-26 19:20:27 Contact number update status: Updated Email address status: Verified CJM: N/A QUERY: I am out of contract on Saturday but moving house in the next 3 weeks. Can I extend my current deal for one month WO IN: 6210441 WO DI: 62104405 RESOLUTION: Process M&T // NEW ADDRESS: 11 GATESHEAD TERRACE WEST BOLDON EAST BOLDON NE36 0QA NEW ACCOUNT #: 1369663-01 DISCO DATE: 28/04/26 INSTALL DATE: 29/04/26 1PM6PM CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_1091 *********************** Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 8.69 29/04/26 19/05/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 95.08 28/05/26 17/06/26 2 28.93 27/06/26 17/07/26 *********************** 5. Move || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: ac2a325a-02e8-4b07-b8f8-47055e7a8ca2 Account number: 976841801 Identity of the chatter: AH Name of the chatter: Samantha Foster DPA STATUS: PASSED DPA TIME STAMP: 15-04-26 19:06:29 Contact number update status: Updated Email address status: Verified CJM: N/A QUERY: Would i be able to simply plug my router into the new address and call you to activate it or would someone have to come out? WO IN: 38790081 WO DI: 38790291 RESOLUTION: Process M&T // DI IN NEW ADDRESS: 60 BAKER STREET CRESWELL WORKSOP S80 4HH NEW ACCOUNT #: 9972239-03 DISCO DATE: 28/04/26. INSTALL DATE: 29/04/26. CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_1088 Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 12.01 29/04/26 19/05/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 76.00 29/05/26 18/06/26 2 28.00 30/06/26 20/07/26 *********************** 4. disco DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 95bc40fe-c753-4d38-9fd8-890e586f042e Account number: 740337502 Identity of the chatter: AH Name of the chatter: Timothy woodhead DPA STATUS: PASSED DPA TIME STAMP: 15-04-26 17:19:41 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 70026150 QUERY: i want to cancel my contract and agree a termination date RESOLUTION: Process DI || DISCO DATE: 15/05/2026 DISCO REASON: CZ PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 2/04/26 1 22/04/26 3 79.66 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 4.84- 2/05/26 22/05/26 *********************** 3. MOVE || DONEE ***HYBRID (MOVERS) MESSAGING***​ CID: 4193f0aa-9438-48e1-98de-384805e1c6d5 Account number: 910852804 Identity of the chatter: AH Name of the chatter: Matthew Gardiner DPA STATUS: PASSED DPA TIME STAMP: 15-04-26 16:29:02 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: I'm moving house but have a severely autistic child who relies on internet for his schooling WO IN: 69719785 WO DI: 69719778 RESOLUTION: Process M&T // Offer Max Volt Bundle with Netflix + O2 Sim for £115.98 per month, whilst the O2 SIM would be £10.00 per month on a new 24-month contract || Volt 1GB Broadband, Anytime chatter and Mega TV 3 + Sky Sports & Cinema, Virgin TV Kids and Netflix standard with ads + Unlimited O2 Sim + TNT Sports + Premier Sports + HomeWorks || CX accepted the offer || Process new contract || cx went idle upon O2 mandatories. NEW ADDRESS: 169 MILLCROFT ROA CUMBERNAULD GLASGOW G67 2QF NEW ACCOUNT #:9108442-07 DISCO DATE: 16/04/2026 INSTALL DATE: 17/04/2026. Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 124.12- 16/04/26 15/05/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 247.78 25/04/26 15/05/26 2 111.99 23/05/26 12/06/26 *********************** 2. QUERY || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 8116ef4e-1f09-42ec-aa1a-2b3ab7cc2105 Account number: 204100410 Identity of the chatter: AH Name of the chatter: Josh DPA STATUS: PASSED DPA TIME STAMP: 15-04-26 12:36:20 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: My flex subscription has been cancelled since requested a move of address. I’ve been told today to keep using my old virgin box though. Has my broadband been downgrade? Resolution: advise that cx that the existing equipment need to be brought to the new address and just need to plug the equipment to start working 1. QUERY || DONe ***HYBRID (MOVERS) MESSAGING***​ CID: 41029af7-2a8b-4a5a-b247-ca917f8b9168 Account number: 620585802 Identity of the chatter: AH Name of the chatter: MRS SHELLEY LEA DPA STATUS: PASSED DPA TIME STAMP: 15-04-26 11:42:14 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: Cancel contract RESOLUTION: Process DI DISCO DATE: 15/05/26 DISCO REASON: CD *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 25.72 28/04/26 12/05/26 *********************** ======================================================================================================================================================================================================================================================================================== April 10, 2026 2. QUERY ***HYBRID (MOVERS) MESSAGING***​ CID: bbee79d5-effa-4de7-b554-fe6cb0887d64 Account number: 116109501 Identity of the chatter: AH Name of the chatter: Yasaman Molazadeh Haghighi DPA STATUS: PASSED DPA TIME STAMP: 10-04-26 19:14:08 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Id like to move my installation from April 21st to April 11th RESOLUTION: cx misrouted and wanted to have earliest date of installation, reschedule it on 17th of April. 1. QUERY || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 5b565518-189e-4ffb-bfb1-779d3cda5cbb Account number: 62931702 Identity of the chatter: AH Name of the chatter: Hannah DPA STATUS: PASSED DPA TIME STAMP: 10-04-26 12:25:47 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I’ve received no activation text for my home move even though the package says delivered RESOLUTION: advise plugging in the equipment to activate the services || nfat. ======================================================================================================================================================================================================================================================================================== April 9, 2026 5. IDLE ***HYBRID (MOVERS) MESSAGING***​ CID: ca0ca840-0032-4240-9dea-8e3609ec5978 Account number: 313518801 Identity of the chatter: AH Name of the chatter: Paul Jeffcoate DPA STATUS: PASSED DPA TIME STAMP: 09-04-26 19:02:43 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Moving home RESOLUTION: ​Unresponsive CX upon opening || Close conversation || NFAT. 4. disco || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 7fb68b50-f88f-4a46-a154-1110e6202bbe Account number: 580888701 Identity of the chatter: AH Name of the chatter: Gheorghe Mindrescu DPA STATUS: PASSED DPA TIME STAMP: 09-04-26 18:25:09 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 6910555 QUERY: I won't be living anymore in the country and I want to cancel all the services with Virgin Media RESOLUTION: Process DI || DISCO DATE: 09/05/2026 DISCO REASON: CL PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 8/04/26 1 22/04/26 3 87.31 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 8.31- 7/05/26 22/05/26 *********************** 108 3. query || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: a3df13ec-bbc9-4a25-b113-5b370557a2b0 Account number: 117977201 Identity of the chatter: AH Name of the chatter: Diane DPA STATUS: PASSED DPA TIME STAMP: 09-04-26 15:26:14 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Incorrectly moved to new contract Resoltuion: advise that the move is like for like and no changes was made 2. DI ***HYBRID (MOVERS) MESSAGING***​ CID: e491cfe4-823b-4347-8714-d4a4818c061 Account number: 858139403 Identity of the chatter: AH Name of the chatter: julie DPA STATUS: PASSED DPA TIME STAMP: 09-04-26 13:00:43 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 3875281 QUERY: I want to cancel my account from 30 April 2026 as I am moving and no longer need virgin RESOLUTION: Process DI || DISCO DATE: 29/04/2026 DISCO REASON: CZ BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 62.21 23/04/26 11/05/26 *********************** 1. going away ***HYBRID (MOVERS) MESSAGING***​ CID: 49c0efe5-7c82-4427-9e70-a8b42986f561 Account number: 863169901 Identity of the chatter: AH Name of the chatter: Colin DPA STATUS: PASSED DPA TIME STAMP: 09-04-26 12:34:10 Contact number update status: Updated Email address status: Verified CJM: (C-0904265241) WO: N/A QUERY: I am moving house what do I need to do to take my broadband RESOLUTION: unable to book the move as there’s an active acc at the new address // File for going away form // NFAT New address: FK2 9BN, 47 Installation date: The earliest that we can book ======================================================================================================================================================================================================================================================================================== April 8, 2026 4. Going away ***HYBRID (MOVERS) MESSAGING***​ CID: 0c49baab-4cc0-4c2e-b212-8ffaab0f058f Account number: 824530102 Identity of the chatter: AH Name of the chatter: Bridie DPA STATUS: PASSED DPA TIME STAMP: 08-04-26 18:13:21 Contact number update status: Updated (07740578256) Email address status: Verified CJM: N/A WO: N/A QUERY: I would like to keep the same package for my WiFi when I move to my new address Resolution: File going away form New address: PL1 4bj, 91 Granby Street Installation date: 2026-04-12 3. ADDED VALUE || DONE CID: ba0c28f6-cddb-49a3-81ac-66967f31d329 Account number: 7394949-03 Identity of the chatter: AH Name of the chatter: Callum DPA STATUS: PASSED DPA TIME STAMP: 08-04-26 16:44:24 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Need help RESOLUTION: book TC for engineer to help the customer set up on the new address. 2. MOVE || O2 || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 3d6924c7-ca01-42b0-900d-5d67c8eca2cf Account number:119061006 Identity of the chatter: AH Name of the chatter: Lauren DPA STATUS: PASSED DPA TIME STAMP: 08-04-26 13:10:09 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: moving home WO IN: 62091060 WO DI: 62091059 RESOLUTION: Process M&T // Offer Volt 500 Broadband + O2 Sim for £25 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 7175857113127007065 successfully submitted Volt Sim Only Plan Handset 24 month 4 Airtime Plan #551204521 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07599889348 is assigned successfully *********************** NEW ADDRESS: 99 TWENTIETH AVENUE BLYTH NE24 2TU NEW ACCOUNT #: 1506415-01 DISCO DATE: 20/04/2026 INSTALL DATE: 21/04/2026 1pm to 6pm Pending Payment *********************** Due MOP Transaction Date Amount 28/04/26 3 68.00 *********************** Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 82.94- 22/04/26 28/04/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 90.00 7/05/26 27/05/26 2 25.00 5/06/26 25/06/26 *********************** 1. DISCO || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 347438f8-3208-40b6-9cea-ce6faf5f6404 Account number: 624103104 Identity of the chatter: AH Name of the chatter: Marcus mckeown DPA STATUS: PASSED DPA TIME STAMP: 08-04-26 11:43:29 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 69089138 QUERY: i am moving into a new house which already has wifi, so i want to cancel my current virgin wifi plase RESOLUTION: Process DI || DISCO DATE: 19/04/2026 DISCO REASON: MM BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 16.88 16/04/26 5/05/26 *********************** ======================================================================================================================================================================================================================================================================================== April 7, 2026 5. move || DOne 003, 40-07-15, 71091522, David and Eleanor Pearce ***HYBRID (MOVERS) MESSAGING***​ CID: 8c97e7ce-11da-462a-b9f8-b29571e60173 Account number: 730183102 Identity of the chatter: AH Name of the chatter: David Pearce DPA STATUS: PASSED DPA TIME STAMP: 07-04-26 19:40:26 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: Move WO IN: 16183302 WO DI: 39037179 RESOLUTION: Process M&T // DI - IN // Offer Starter Volt Bundle + O2 Sim for £30 per month, whilst the O2 SIM would be £5 per month on a new 24-month contract|| Volt 250 Broadband, Mixit TV & Amnytime Chatter + 4GB O2 Sim || CX accepted the offer || Process new contract. *********************** Order 6175850738649642289 successfully submitted Volt Sim Only Plan Handset 24 month 4 Airtime Plan #550699709 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07858756479 is assigned successfully *********************** NEW ADDRESS: 13 OXFORD STREET EXETER EX2 9AG NEW ACCOUNT #: 8105929-08 DISCO DATE: 09/04/2026 INSTALL DATE: 10/04/2026 Pending Payment *********************** Billing Line Due MOP Transaction Date # Date Amount 31/03/26 1 16/04/26 3 66.74 *********************** Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 60.06- 11/04/26 16/04/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 95.00 8/05/26 1/06/26 2 30.00 9/06/26 1/07/26 *********************** 4. DISCO ***HYBRID (MOVERS) MESSAGING***​ CID: fa185974-e53c-4f10-875d-50ea1b4d3d5d Account number: 841675606 Identity of the chatter: AH Name of the chatter: Kieran allen DPA STATUS: PASSED DPA TIME STAMP: 07-04-26 18:40:26 Contact number update status: Updated (07527404624) Email address status: Verified CJM: N/A WO: 37225344 QUERY: Cancelling RESOLUTION: Process DI || DISCO DATE: 15/04/2026 DISCO REASON: 15/04/2026 BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 44.42 15/04/26 5/05/26 *********************** 3. DISCO || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 572b9f62-f9eb-4947-95a9-a8047d89067a Account number: 925065701 Identity of the chatter: AH Name of the chatter: Zsofia Korenko DPA STATUS: PASSED DPA TIME STAMP: 07-04-26 17:57:41 Contact number update status: Updated (07909227246) Email address status: Verified CJM: N/A WO: 37225083 QUERY: Cancelling RESOLUTION: Process DI || DISCO DATE: 17/04/2026 DISCO REASON: MM PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 24/03/26 1 10/04/26 3 29.99 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 348.87 17/04/26 11/05/26 *********************** 2. ADDED VALUE || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 1d9e5ae7-3c0f-450d-8cbf-34ec40a7c569 Account number: 7375622-04 Identity of the chatter: AH Name of the chatter: DIPALBEN SHAH DPA STATUS: PASSED DPA TIME STAMP: 07-04-26 17:04:51 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: We previously informed you that we would be moving out of the property on 10 April 2026. However, due to an unexpected delay in receiving our passports, we will need to stay in the property for a few additional days. Therefore, we kindly request that our account remains active for the time being. As soon as we receive our passports and confirm our final move-out date, we will inform you immediately and provide the final meter readings. RESOLUTION: cx reschedule the disconnection on the account and will contact us back once cx have the final move out date. 1. DISCO ***HYBRID (MOVERS) MESSAGING***​ CID: 573f9e67-a523-4eec-ad7a-1f646e5df9d0 Account number: 630601602 Identity of the chatter: AH Name of the chatter: Kennedy Mashoko DPA STATUS: PASSED DPA TIME STAMP: 07-04-26 11:07:41 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 23683365 QUERY: Moved to a new address and you don't provide service in that area RESOLUTION: Process DI || DISCO DATE: 08/04/2026 DISCO REASON: MM PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 31/03/26 1 16/04/26 3 56.50 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 184.23 8/04/26 16/04/26 *********************** ======================================================================================================================================================================================================================================================================================== April 6, 2026 2. MOVE || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: bdb561b4-11fd-4b85-9568-e2a5e280ccb6 Account number: 758469708 Identity of the chatter: AH Name of the chatter: c DPA STATUS: PASSED DPA TIME STAMP: 06-04-26 16:27:26 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: Home move WO IN: 39029750 WO DI: 39029740 RESOLUTION: Process M&T // Like for like NEW ADDRESS: 33 EBOR MOUNT KIPPAX LEEDS LS25 7PA NEW ACCOUNT #: 8845659-01 DISCO DATE: 09/04/2026 INSTALL DATE: 10/04/2026 CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_878 Pending Payment *********************** Billing Line Due MOP Transaction Date # Date Amount 31/03/26 1 16/04/26 3 34.50 *********************** Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 34.50- 11/04/26 16/04/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 87.85 30/04/26 20/05/26 2 34.50 30/05/26 19/06/26 *********************** 1. NFAT || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: ea8a2827-9890-4788-a2fc-1b5c6e9c3755 Account number: 766011001 Identity of the chatter: AH Name of the chatter: c DPA STATUS: PASSED DPA TIME STAMP: 06-04-26 15:08:49 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: I want to cancel the move I had booked Resolution: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. ======================================================================================================================================================================================================================================================================================== April 3, 2026 1. DISCO ***HYBRID (MOVERS) MESSAGING***​ CID: 8576f7fe-e55b-4934-a064-46034d4c26d7 Account number: 967128101 Identity of the chatter: AH Name of the chatter: Agata DPA STATUS: PASSED DPA TIME STAMP: 03-04-26 10:27:59 Contact number update status: Updated (07460832381) Email address status: Verified CJM: N/A WO: 38721138 QUERY: cancel my contract RESOLUTION: Process DI || DISCO DATE: 02/06/2026 DISCO REASON: CD PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 2/04/26 1 20/04/26 3 25.47 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 25.38 2/05/26 19/05/26 *********************** ======================================================================================================================================================================================================================================================================================== APRIL 2, 2026 5. DISCO || DONE cCID: e2066786-8bc3-443e-9f23-276c5f4a10cc Account number: 733363404 Identity of the chatter: AH Name of the chatter: Luke DPA STATUS: PASSED DPA TIME STAMP: 02-04-26 19:22:14 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 69047227 QUERY: Cancel package RESOLUTION: Process DI || DISCO DATE: 03/04/2026 DISCO REASON: MM BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 368.22 7/04/26 27/04/26 *********************** 4. MOVE || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 5bece799-1535-43e7-a88d-7909512dac9f Account number: 444184203 Identity of the chatter: AH Name of the chatter: Adam DPA STATUS: PASSED DPA TIME STAMP: 02-04-26 15:20:53 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: Im moving house and want to take virgin to the new house WO IN: 69044215 WO DI: 69044146 RESOLUTION: Process M&T // like for ike NEW ADDRESS: 89 MEALHOUSE LANE ATHERTON MANCHESTER M46 0EW NEW ACCOUNT #: 4367994-05 DISCO DATE: 06/04/2026 INSTALL DATE: 07/04/2026 CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_803 Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 22.40- 7/04/26 6/05/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 60.00 22/04/26 12/05/26 2 36.00 22/05/26 11/06/26 *********************** 3. DISCO || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: c30cb91c-01f4-49ec-bf27-9951a76927f5 Account number: 449280803 Identity of the chatter: AH Name of the chatter: James DPA STATUS: PASSED DPA TIME STAMP: 02-04-26 13:44:17 Contact number update status: Verified Email address status: updated CJM: N/A WO: 69043031 QUERY: I am moving house. There is no fibre broadband in my new location. In addition, the price increases coming into effect would make staying with Virgin unpalatable even if I wasn’t moving. RESOLUTION: Process DI || DISCO DATE: 10/04/2026 DISCO REASON: MM PP Screen *********************** Billing Line Due MOP Transaction Date # Date Amount 2/04/26 1 20/04/26 3 62.96 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 44.90- 14/04/26 20/04/26 *********************** 2. MOVE || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 1a5a16aa-7cd5-4831-a3f5-0e943d1c4052 Account number: 886845204 Identity of the chatter: AH Name of the chatter: Alina Romi DPA STATUS: PASSED DPA TIME STAMP: 02-04-26 12:21:17 Contact number update status: Updated (07564071444 ) Email address status: Verified CJM: N/A QUERY: Moving home WO IN: 37201225 WO DI: 37201215 RESOLUTION: Process M&T // Like for like // req credit to correct the bill. NEW ADDRESS: 196 BRICKHILL ROAD WELLINGBOROUGH NN8 3JH NEW ACCOUNT #: 8219187-01 DISCO DATE: 15/04/2026 INSTALL DATE: 16/04/2026 8am to 1pm CONTRACT: 'Contract Supression Form' form has been submitted and the Reference Id is 108271_793 Pending Payment *********************** Billing Line Due MOP Transactio Date # Date Amount 24/03/26 1 10/04/26 3 24.71 *********************** Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 4.12- 15/04/26 11/05/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 68.01 23/04/26 13/05/26 2 60.01 22/05/26 11/06/26 *********************** 1. ADDED VALUE || RETS DISCO || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: d82ce230-4fbe-4b8e-99d4-7baa57825e97 Account number: 701709205 Identity of the chatter: AH Name of the chatter: Pinpin wang DPA STATUS: PASSED DPA TIME STAMP: 02-04-26 11:06:46 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 70002286 QUERY: My friend moving together,he Have contract with his internet company RESOLUTION: cx friend will move in on the address || transition to rets chat and cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 02/05/2026. *********************** Bill Bill Billing Due Amount Run Date Date 1 3.31- 14/04/26 5/05/26 *********************** ======================================================================================================================================================================================================================================================================================== APRIL 1, 2026 7.DISCO ***HYBRID (MOVERS) MESSAGING***​ CID: 235591e6-8267-412e-a5f8-aa67e9887c58 Account number: 115744202 Identity of the chatter: AH Name of the chatter: Na niu DPA STATUS: PASSED DPA TIME STAMP: 01-04-26 18:59:52 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 15518739 QUERY: cancel boardband RESOLUTION: Process DI || DISCO DATE: 02/04/2026 DISCO REASON: CD BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 8.50 2/04/26 27/04/26 *********************** 6. DISCO || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 64b1c416-d04a-4603-8ae8-91f4a84a4120 Account number: 779776703 Identity of the chatter: AH Name of the chatter: cJane Mackenzie DPA STATUS: PASSED DPA TIME STAMP: 01-04-26 17:36:16 Contact number update status: Verified Email address status: Verified CJM: N/A WO: c QUERY: Cancelling RESOLUTION: Process DI || DISCO DATE: 01/05/2026 DISCO REASON: CD BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 10.10 30/04/26 20/05/26 *********************** 5. DISCO || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: c9a2a79f-75e2-461c-903f-68b5f4085760 Account number: 118372601 Identity of the chatter: AH Name of the chatter: Maximilian Worontschak DPA STATUS: PASSED DPA TIME STAMP: 01-04-26 16:04:41 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 15518379 QUERY: Hi there, i'm moving home back to my family home and won't need to continue my contract RESOLUTION: Process DI || going back with family DISCO DATE: 03/05/2026 DISCO REASON: CT PP Screen *********************** Due MOP Transaction Date Amount 20/04/26 3 32.39 *********************** BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 3.10- 28/04/26 19/05/26 *********************** 4. IDLE || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 7775f402-ddaf-4a56-baf0-f0938c244e17 Account number: 708734702 Identity of the chatter: AH Name of the chatter: Daisy DPA STATUS: PASSED DPA TIME STAMP: 01-04-26 13:01:48 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Cancelling RESOLUTION: The agent initiated contact and reviewed the customer's account. The agent requested account confirmation but the customer did not respond to multiple check-in attempts over approximately 15 minutes. The agent closed the conversation due to customer inactivity and advised the customer to reach out again during business hours (8AM to 10PM) for further assistance. 3. DISCO || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 5f310b3d-6054-4781-8ebc-62ecb173efb2 Account number: 106517803 Identity of the chatter: AH Name of the chatter: Ross Targett DPA STATUS: PASSED DPA TIME STAMP: 01-04-26 12:22:46 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 15516763 QUERY: I am moving home and it has been confirmed by Virgin Media they do not service that area. I am out of contract. My move date is May 1st 2026 which is when I want my service to end. RESOLUTION: Process DI || DISCO DATE: 01/05/2026 DISCO REASON: MM BE Screen *********************** Bill Bill Billing Due Amount Run Date Date 1 11.18 16/04/26 5/05/26 *********************** 2. Added value || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: 8dfcb7d8-5847-42ff-bb46-6006d62c3fe4 Account number: 1421579-0 Identity of the chatter: AH Name of the chatter: HELENER HAIGH DPA STATUS: PASSED DPA TIME STAMP: 01-04-26 11:41:05 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Provide me with the virgin media number Resolution: help with activating the account to the new address. The customer contacted support regarding service activation for a move to a new address. The customer had not received a text to connect services and requested assistance with the quick start installation. The agent confirmed the customer had plugged in the equipment at the new location and activated the services. The agent instructed the customer to restart and plug in the equipment, with services expected to activate within 5-10 minutes. No further concerns were raised. 1. MOVE || RECON || O2 || DONE ***HYBRID (MOVERS) MESSAGING***​ CID: e4d89bcc-2c06-457b-ad31-eceb59f89327 Account number: 218825519 Identity of the chatter: AH Name of the chatter: Saffron DPA STATUS: PASSED DPA TIME STAMP: 01-04-26 11:11:00 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: when can I start using wifi in my new home WO IN: 76236409 WO DI: 7623640 RESOLUTION: Process M&T // Offer Volt 500 Broadband + O2 Sim for £25 per month, whilst your O2 SIM would be £5.00 per month on a new 24-month contract || CX accepted the offer || Process new contract. *********************** Order 9175796182813689344 successfully submitted Volt Sim Only Plan Handset 24 month 4 Airtime Plan #548643499 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: cis assigned successfully *********************** NEW ADDRESS: 49 /3 DALMENY STREE EDINBURGH EH6 8PQ NEW ACCOUNT #: 2101999-17 DISCO DATE: 03/04/2026 INSTALL DATE: 04/04/2026 Pending Payment *********************** Billing Line Due MOP Transaction Date # Date Amount 27/03/26 1 20/04/26 3 33.65 *********************** Bill In Old Address *********************** Bill Bill Billing Due Amount Run Date Date 1 49.73- 7/04/26 20/04/26 *********************** Bill In New Address *********************** Bill Bill Billing Due Amount Run Date Date 1 62.50 29/04/26 19/05/26 2 25.00 29/05/26 18/06/26 ***********************