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MARCH RETS

MARCH 20, 2026

HYBRID (RETS) MESSAGING CID: 74ceb9d5-8745-4000-bff8-6a1b243a5bf4 Account number: 515139401 Identity of the chatter: AH Name of the chatter: Dean Mason DPA STATUS: PASSED DPA TIME STAMP: 20-03-26 10:07:44 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I'm out of contract and looking to sign new WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || BE: N/A

================================================================================================================================================================================================================================================================================ MARCH 19, 2026

HYBRID (RETS) MESSAGING
CID: 1e4d95fe-52f4-405a-8a65-e3fa6de7d431 Account number: 709910001
Identity of the chatter: AH
Name of the chatter: Robert
DPA STATUS: PASSED
DPA TIME STAMP: 19-03-26 12:19:37
Contact number update status: Verified
Email address status: Verified
CJM: N/A
WO: 69974596
QUERY: Cancel all my virgin media services WITH OB TOOLKIT: Yes/No
RESOLUTION: CX already installed with new provider || advise 30 days Notice || Process BAU disconnection || Disconnection date on 18/04/202.

Due MOP Transaction
Date Amount
1/04/26 3 65.98

Bill Bill Billing Due
Amount Run Date Date
1 14.59- 9/04/26 1/05/26

Due Date Charge Status
18/05/26 40.00 Chargeable

  1. QUERY HYBRID (RETS) MESSAGING
    CID: c4d94fe1-9708-4aba-8d7c-9e1abf746364 Account number: 769767303
    Identity of the chatter: AH
    Name of the chatter: Steven
    DPA STATUS: PASSED
    DPA TIME STAMP: 19-03-26 11:53:44
    Contact number update status: Verified
    Email address status: Verified
    CJM: N/A
    WO: N/A
    QUERY: Cancelling
    WITH OB TOOLKIT: Yes/No
    RESOLUTION: cx prefer to call through call || CX went idle || Follow 5 -5-5 || Close conversation || NFAT.
    BE: N/A
    ================================================================================================================================================================================================================================================================================ MARCH 18, 2026

  2. IDLE ||| DONE HYBRID (RETS) MESSAGING
    CID: efed65c5-8a4f-4436-9322-f536866d1b13 AccounT number: 702244404
    Identity of the chatter: AH
    Name of the chatter: Amy
    DPA STATUS: PASSED
    DPA TIME STAMP: 18-03-26 16:23:37
    Contact number update status: Verified
    Email address status: Verified
    CJM: N/A
    WO: N/A
    QUERY: Cancelling
    WITH OB TOOLKIT: Yes/No
    RESOLUTION: advise customer about the changes on the account || nfat BE: N/A

  3. IDLE || DONE HYBRID (RETS) MESSAGING
    CID: cd5f4f51-3378-4c99-996d-4c7285fffd45
    Account number: 693000201
    Identity of the chatter: AH
    Name of the chatter: Scott Leigh
    DPA STATUS: PASSED
    DPA TIME STAMP: 18-03-26 16:01:06
    Contact number update status: Verified
    Email address status: Verified
    CJM: N/A
    WO: N/A
    QUERY: my complaint was closed without contact WITH OB TOOLKIT: Yes/No
    RESOLUTION: advise that online order has a 15 days process as customer accepted offer on 11th of March || nfat.
    BE: N/A

  4. IDLE || DONE HYBRID (RETS) MESSAGING
    CID: 8ed6e252-c848-4edd-82e6-3528794e6e55 Account number: 595463007
    Identity of the chatter: AH
    Name of the chatter: Joshualee
    DPA STATUS: PASSED
    DPA TIME STAMP: 18-03-26 15:24:27
    Contact number update status: Verified
    Email address status: Verified
    CJM: N/A
    WO: N/A
    QUERY: Cancelling
    WITH OB TOOLKIT: Yes/No
    RESOLUTION: Unresponsive CX upon opening || Follow 5-5-5 || Close con versation || NFAT.
    BE: N/A

  5. RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: f47ba19a-3b83-47e5-abde-f51387ebba5b Account number: 302577101 Identity of the chatter: AH Name of the chatter: Timothy homer DPA STATUS: PASSED
    DPA TIME STAMP: 18-03-26 12:55:45 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Contract renewal WITH OB TOOLKIT: Yes/No RESOLUTION: Offer Starter Bundle for GBP47 per month for 24-month con tract || M125 Broadband, Mixit TV & TNT Sports ||CX accepted the offer || Process new contract || File complaint as cx is confused about the updated deal that we no longer offer TV package only
    ===========================
    Bill Bill Billing Due
    Amount Run Date Date
    1 48.11 8/04/26 1/05/26
    2 47.00 8/05/26 1/06/26
    ===========================
    Agent ID: P1389342
    Agent Name: BERNADETH POLDO
    Package Details: Starter Dual (v 02.26)
    Services Included: M125 Broadband
    Add Ons: TNT Sports
    Entertainment Services:
    New Contract Broadband: 24
    New Contract TV: 24
    Date the Package takes effect: 19/03/2026
    The full price of the bundle: 98.0
    Discounted price of Bundle: 47.0
    Full price of Bundle after price rise:
    Any TLDs: Starter (v02.26) M125-M350 GBP29pp 24m 24CTE-End 07/03/2028 Any One off charges: 0.0
    Number of Additional Outlets: 0
    Additional Discounts:
    Agent Exclusive Discounts:
    Discover Negotiator: In Retentions Package Change
    SIM Package:
    BB Speed: M125 Broadband
    Home Phone Talk Plan:
    TV Package:
    ICOMS Codes:
    35 Campaign Add: YR2501552
    36 TV Remove: D1FLH2A,HEROTV4,L124C06,L622C01,UPXSELC 36 TV Add:
    36 TV OTC:
    37 BB Remove: HB50LUN
    37 BB Add: BIGDUM3,H100LU,L161DA7
    37 BB OTC:
    38 TEL Remove:
    38 TEL Add:
    38 TEL OTC:
    Stream Subscription:
    ADD:
    REMOVE:

  6. IDLE || DONE HYBRID (RETS) MESSAGING CID: 270ccf73-9716-45a2-9ffe-c20a2b60add1 Account number: 994637501 Identity of the chatter: AH Name of the chatter: Lucy Brett DPA STATUS: PASSED DPA TIME STAMP: 18-03-26 12:39:33 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: I want to renew my contract that is ending soon WITH OB TOOLKIT: Yes/No RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

  7. RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: 66c056cc-bac8-43e3-aca8-de2bd1e17383 Account number: 312842201 Identity of the chatter: AH Name of the chatter: Jade DPA STATUS: PASSED DPA TIME STAMP: 18-03-26 11:38:38 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 76739360 QUERY: My contract coming to an end and I cannot afford to pay the new prices im looking to go to another provider cause of this WITH OB TOOLKIT: Yes RESOLUTION: Price rise bot || Offer Volt 250 Broadband + O2 Sim for £21 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 9175675121513273821 successfully submitted Volt Sim Only Plan Handset 24 month 3 Airtime Plan #544691591 | 2GB, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07516832141 is assigned successfully =========================== Bill Bill Billing Due Amount Run Date Date 1 18.79 24/03/26 15/04/26 2 21.00 23/04/26 15/05/26 =========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: Volt 250 (125-250) Broadband Add Ons: O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 19/03/2026 The full price of the bundle: 62.0 Discounted price of Bundle: 21.0 Full price of Bundle after price rise: Any TLDs: RIV: £33 off for 24mA and 24 Ct-End 07/03/2028 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 250 (125-250) Broadband Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2401132 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: H100LU,HEROCN4,L124D21,UPXSED2 37 BB Add: HV200M,L161DA1,SEGREDA,VFTRKD1 37 BB OTC: HVDUM21 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

================================================================================================================================================================================================================================================================================ MARCH 17, 2026

  1. disco HYBRID (RETS) MESSAGING CID: 178dc38e-8220-492a-bc0a-b32132136997 Account number: 844903004 Identity of the chatter: AH Name of the chatter: Miroslaw Piasecki DPA STATUS: PASSED DPA TIME STAMP: 17-03-26 18:29:56 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 38912044 QUERY: I want to end the contract because I'm leaving RESOLUTION: no longer need the services || 30 days notice || Process Bau Disconnection || Disconnection date on 16/04/2026. =========================== Bill Bill Billing Due Amount Run Date Date 1 25.82 26/03/26 13/04/26 ===========================

  2. IDLE HYBRID (RETS) MESSAGING CID: 596476bc-dff6-48d8-a66c-0b62ac5211ab Account number: 477037401 Identity of the chatter: AH Name of the chatter: Susan Kuhnel DPA STATUS: PASSED DPA TIME STAMP: 17-03-26 17:46:39 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: My subscription has doubled WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

3.IDLE || DONE HYBRID (RETS) MESSAGING CID: da66e0b5-46a5-4da5-a78c-18ca335714f3 Account number: 900372802 Identity of the chatter: AH Name of the chatter: Richie holliday DPA STATUS: PASSED DPA TIME STAMP: 17-03-26 14:54:32 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: My contract renewal is up and it is too expensive RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT.

  1. NPD || DONE HYBRID (RETS) MESSAGING CID: ed530871-602e-401f-89e6-2af82054ec43 Account number: 735146902 Identity of the chatter: AH Name of the chatter: Kenjal DPA STATUS: PASSED DPA TIME STAMP: 17-03-26 11:43:44 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: I want to cancel my broadband plan and close the contract. WITH OB TOOLKIT: Yes/No RESOLUTION: cx have NPD || cannot make any payment || nfat BE: N/A

  2. IDLE || DONE HYBRID (RETS) MESSAGING CID: 3736fd71-cba9-40c4-96a9-2819d10bd8fb Account number: 636221102 Identity of the chatter: 3rd Party Name of the chatter: Joseph Fernandes DPA STATUS: PASSED/ FAILED DPA TIME STAMP:NA Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Cancel broadband WITH OB TOOLKIT: Yes/No RESOLUTION: cx can't provide the memorable word || cx went idle || Follow 5-5-5 || Close conversation || NFAT. BE: N/A ================================================================================================================================================================================================================================================================================

MARCH 16, 2026

  1. RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: 000f4100-9631-4042-b6cc-1d3f74c5917b Account number: 709052505 Identity of the chatter: AH Name of the chatter: cAbrahams DPA STATUS: PASSED DPA TIME STAMP: 16-03-26 17:36:51 Contact number update status: Verified Email address status: Verified CJM: N/A WO: c QUERY: I want a better deal when my contract expires WITH OB TOOLKIT: Yes RESOLUTION: Price Rise BOT || Offer Phone & Broadband Bundle for £21 per month for 24-month contract || M125 Broadband & Anytime Chatter || CX accepted the offer || Process new contract. =========================== Bill Bill Billing Due Amount Run Date Date 1 23.81- 14/04/26 5/05/26 2 21.00 13/05/26 4/06/26 =========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: PH & BB Dual (v 02.26) Services Included: M125 Broadband, Anytime chatter Sept25 Add Ons: Entertainment Services: New Contract Broadband: 24 New Contract TEL: 24 Date the Package takes effect: 17/03/2026 The full price of the bundle: 70.0 Discounted price of Bundle: 21.0 Full price of Bundle after price rise: Any TLDs: RIV: £41 off for 24mA and 24mCTE-End 05/03/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: Anytime chatter Sept25 TV Package:

ICOMS Codes:
35 Campaign Add: YR2500656 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: EDFDV20,HEROCN4,L813D01,L813D17,L813D50,YRPLANA 37 BB Add: SEGREDA 37 BB OTC: 38 TEL Remove: T1WKE1,T2VMF,T3REM,T3WTG 38 TEL Add: L161TA2,T1NTLKA 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

  1. DISCO || DONE HYBRID (RETS) MESSAGING CID: 17549665-e64c-4a13-b7c2-7ee92d358e4d Account number: 758622301 Identity of the chatter: AH Name of the chatter: c DPA STATUS: PASSED DPA TIME STAMP: 16-03-26 16:16:00 Contact number update status: Verified Email address status: Verified CJM: N/A WO: c QUERY: Cancel please WITH OB TOOLKIT: Yes/No RESOLUTION: process 30 days notice as new provider is already installed. =========================== Bill Bill Billing Due Amount Run Date Date 1 13.65- 15/04/26 1/05/26 =========================== Due MOP Transaction Date Amount
    1/04/26 3 74.26
    =========================== Total Charges: 130.00
    Due Date Charge Status
    15/05/26 40.00 Chargeable
    VM HUB 3.0 (ARRIS)
    15/05/26 90.00 Chargeable
    TIVO 1TB BOX (LEAPFROG)

  2. SHOP AROUND || DONE HYBRID (RETS) MESSAGING CID: 77596407-4745-483c-a228-1aef77b5f255 Account number: 925894901 Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: 16-03-26 15:43:55 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: I want to know the process to cancel after my contract WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || Offer M350 Broadband for £30.00 per month for 24-month contract || CX will think about the offer || Defer the offer || Leave the account as it is || NFAT. BE: N/A

  3. NFAT || DONE HYBRID (RETS) MESSAGING CID: d5b4b897-9b8a-46f8-ac66-7256f8d2fbef Account number: 104508301 Identity of the chatter: AH Name of the chatter: Valerie DPA STATUS: PASSED DPA TIME STAMP: 16-03-26 12:27:37 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Who do I contact by phone to cancel? WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || declined offer || leave the account as it is for now. BE: N/A

  4. idle upin EECC 2 || RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: 4dfa69e3-2f7d-47bf-a92c-33314efee683 Account number: 725229103 Identity of the chatter: AH Name of the chatter: cBaker DPA STATUS: PASSED DPA TIME STAMP: 16-03-26 12:11:00 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 69969031 QUERY: I’m looking to cancel when my contract finishes because your offer to renew is a poor one WITH OB TOOLKIT: Yes RESOLUTION: Offer Volt 350 Broadband + O2 Sim for £26 per month, whilst your O2 SIM would be £5 per month on a new 24-month contract || cx went idle upon EECC 2 || NFAT. || cx response through Essendex || process the offer.| file VOe cal back for O2. =========================== Bill Bill Billing Due Amount Run Date Date 1 62.91- 14/04/26 5/05/26 2 5.01- 13/05/26 4/06/26 =========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: Volt 350 (250-350) Broadband Add Ons: WiFi Guarantee|WiFi Pod (black) 1|O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 17/03/2026 The full price of the bundle: 68.0 Discounted price of Bundle: 26.0 Full price of Bundle after price rise: Any TLDs: RIV: £34 off for 24mA and 24 Ct-End 05/03/2028 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: Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2401133 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: L151DA3 37 BB Add: L161DA2,SEGREDA 37 BB OTC: HVDUM21 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

  1. IDLE || DONE HYBRID (RETS) MESSAGING CID: 64a92bf1-6267-42ab-9553-f4374eb134c4 Account number: 921738602 Identity of the chatter: AH Name of the chatter: Angela 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 want a gud new price without landline i was offered a deal for £29 on Fri and before I cud accept your phone line cut off due to you having technical problems WITH OB TOOLKIT: Yes/No RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

  2. RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: 3bef1441-691f-4f4c-b9c0-9f1a3775822c Account number: 27547802 Identity of the chatter: AH Name of the chatter: Kathryn DPA STATUS: PASSED DPA TIME STAMP: 16-03-26 10:42:15 Contact number update status: Verified Email address status: Verified CJM: N/A WO: c QUERY: I have lost contact twice but I am looking to switch to sky as i have a cheaper price WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || Offer Max Volt Bundle with Netflix + O2 Sim for £62 per month, whilst the O2 SIM would be £12 per month on a new 24-month contract || Volt 1?GB Broadband, Anytime chatter and Mega TV 3 + Sky Sports & Cinema, Virgin TV Kids and Netflix standard with ads + Unlimited O2 Sim || CX accepted the offer || Process new contract. =========================== Order 3175657594235881083 successfully submitted Volt Sim Only Plan Handset 24 month 3 Airtime Plan #543978440 | 250GB, Unlimited UK Minutes, Unlimited UK Texts: Temporary Phone Number: 07713951823 is assigned successfully =========================== Bill Bill Billing Due Amount Run Date Date 1 .78- 25/03/26 16/04/26 2 62.00 24/04/26 18/05/26 =========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: Max VOLT Triple (v 02.26) Services Included: Volt 1GB (500-1GB) Broadband, Mega TV 3, Anytime chatter Sept25 Add Ons: Voicemail Free|O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 New Contract TEL: 24 Date the Package takes effect: 17/03/2026 The full price of the bundle: 204.0 Discounted price of Bundle: 62.0 Full price of Bundle after price rise: Any TLDs: Max Volt (v02.26) VT500+ £78pp 24m 24CTE-End 05/03/2028, RET MegaV_Light MegaV 1st AO Free24m-End 05/03/2028, RET Mega Volt £25 O2 Top Up Disc24m-End 05/03/2028, £5 Phone Discount A Version for 24m 24CTE-End 05/03/2028 Any One off charges: 12.0 Number of Additional Outlets: 1 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Volt 1GB (500-1GB) Broadband Home Phone Talk Plan: Anytime chatter Sept25 TV Package:

ICOMS Codes:
35 Campaign Add: YR2500518,YR2500820,YR2500858,YR2501608 36 TV Remove: D2MVSPC,NFBNSTA,NFBUNEN,SKYSMHD 36 TV Add: D2SCINB 36 TV OTC: 37 BB Remove: EOOVIP2,HEROCN4,HV500M,MGVTSM3 37 BB Add: AODUMMV,HV1GB5,MGVTDU3,MGVTSM4,NFNWENR 37 BB OTC: HVDU222 38 TEL Remove: L141T66,T1ANY1 38 TEL Add: L161TD2,PHDUMA,T1NTLKA 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

============================================================================================================================================================================================================================ MARCH 13, 2026

  1. IDLE || DONE HYBRID (RETS) MESSAGING CID: 91487fb1-5883-4389-a3e7-2cc3fe557c98 Account number: 34827603 Identity of the chatter: AH Name of the chatter: Philip Finch DPA STATUS: PASSED DPA TIME STAMP: 13-03-26 17:49:49 Contact number update status: Updated Email address status: Updated CJM: N/A WO: N/A QUERY: Change contract on renewal WITH OB TOOLKIT: Yes/No RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

  2. RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: 56629caa-7a53-48d9-9ca1-4b271b1eaf36 Account number: 421832203 Identity of the chatter: AH Name of the chatter: Pamela Reddy DPA STATUS: PASSED DPA TIME STAMP: 13-03-26 15:02:20 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 62823345 QUERY: I'm look to cancel as my price has increased significantly WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || Offer Entertainment Volt Bundle + O2 Sim for £47 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 3175633059554289050 successfully submitted Volt Sim Only Plan Handset 24 month 3 Airtime Plan #543074595 | 2GB, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07516809850 is assigned successfully =========================== Bill Bill Billing Due Amount Run Date Date 1 92.52 25/03/26 14/04/26 2 47.00 25/04/26 15/05/26 =========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: Entertainment Triple (v 02.26) Services Included: Volt 350 (250-350) Broadband, Mega TV 3, Anytime chatter Sept25 Add Ons: Premium Rate Barring|Call Waiting|Voicemail Free|WiFi Pod (white) 1|Reminder Call|WiFi Guarantee|O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 New Contract TEL: 24 Date the Package takes effect: 14/03/2026 The full price of the bundle: 122.0 Discounted price of Bundle: 47.0 Full price of Bundle after price rise: Any TLDs: Entertainment(v02.26) M250+ £39pp 24m 24CTE-End 02/03/2028 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 350 (250-350) Broadband Home Phone Talk Plan: Anytime chatter Sept25 TV Package: Mega TV 3

ICOMS Codes:
35 Campaign Add: YR2501564 36 TV Remove: D1TVMXD 36 TV Add: D1TOPTV 36 TV OTC: 37 BB Remove: EDFDV13,HEROCN4,HV100M,L813D01,L813D19,L813D42,L813D74 37 BB Add: BGRDUM3,HV350M,NFNWENR 37 BB OTC: HVDUM21 38 TEL Remove: T1WKE1 38 TEL Add: L161TB3,T1NTLKA 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

  1. RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: 7ea91b1b-969a-4931-a5da-fb77ff4d9d19 Account number: 125920101 Identity of the chatter: AH Name of the chatter: 125920101 DPA STATUS: PASSED DPA TIME STAMP: 13-03-26 11:49:50 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 16853373 QUERY: I’m not happy with the price change WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || Offer M125 Broadband for £21.00 per month for 24-month contract || CX accepted the offer || Process new contract. =========================== Due MOP Transaction Date Amount
    30/03/26 3 28.00
    =========================== Bill Bill Billing Due Amount Run Date Date 1 14.00 11/04/26 29/04/26 2 21.00 14/05/26 29/05/26 =========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: M125 Broadband Add Ons: Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 14/03/2026 The full price of the bundle: 62.0 Discounted price of Bundle: 21.0 Full price of Bundle after price rise: Any TLDs: RIV: £33 off for 24mA and 24 Ct-End 02/03/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2401132 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: BBDUM2,L151DA2 37 BB Add: L161DA1,SEGREDA 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

  1. DISCO || DONE HYBRID (RETS) MESSAGING CID: d472677d-8049-457d-9ed9-f628e786e241 Account number: 122433801 Identity of the chatter: AH Name of the chatter: Ryan DPA STATUS: PASSED DPA TIME STAMP: 13-03-26 11:12:05 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 16853151 QUERY: I pay for TNT Sports as part of my Virgin package and on Wednesday I was unable to access the Champions League through the Virgin TV Go app. This represents a loss of access to paid content and therefore a service not provided as paid for WITH OB TOOLKIT: Yes RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 12/04/2026. =========================== Due MOP Transaction Date Amount
    23/03/26 3 76.96 =========================== Bill Bill Billing Due Amount Run Date Date 1 40.77 3/04/26 21/04/26 =========================== Total Charges: 130.00 Due Date Charge Status
    12/05/26 40.00 Chargeable
    VM HUB 3.0 (ARRIS)
    12/05/26 90.00 Chargeable
    HUMAX 1TB STB

  2. DISCO || DONE HYBRID (RETS) MESSAGING CID: ed06fa72-e190-4563-a344-e3d5b058a387 Account number: 451862303 Identity of the chatter: AH Name of the chatter: Dominic Hobbs DPA STATUS: PASSED DPA TIME STAMP: 13-03-26 10:06:55 Contact number update status: Updated Email address status: Verified CJM: C-1303261278 WO: 68823197 QUERY: Please cancel my package WITH OB TOOLKIT: No RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 12/04/2026 || file CJM about 30 days notice. =========================== BE: N/A Bill Bill Billing Due Amount Run Date Date 1 26.59 25/03/26 13/04/26 =========================== Due Date Charge Status
    12/05/26 65.00 Chargeable VM HUB 4.0 (ARRIS)

====================================================

MARCH 12, 2026

  1. RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: 3960a640-3872-4852-b89d-059207075a7c Account number: 155761601 Identity of the chatter: AH Name of the chatter: Liam DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 18:11:11 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 62041186 QUERY: id like to talk about getting a better deal WITH OB TOOLKIT: No RESOLUTION: Offer Gig 1 Broadband for £38.00 per month for 24-month contract || CX accepted the offer || Process new contract. =========================== Bill Bill Billing Due Amount Run Date Date 1 2.85 17/03/26 8/04/26 2 38.00 16/04/26 8/05/26 =========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: BB XGS 1GB/100 Add Ons: XGS Tracker Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 13/03/2026 The full price of the bundle: 86.0 Discounted price of Bundle: 38.0 Full price of Bundle after price rise: Any TLDs: Anti Downspin £40 off 24mA, 24m CTE-End 01/03/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2500563 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: HEROCN4,L141D09 37 BB Add: L161DA5,NFNWENR,UPXSELD 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

====================================================

  1. RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: a21fccfa-9aca-4064-84a0-a2fbc756b12b Account number: 812617403 Identity of the chatter: AH Name of the chatter: Amanda bunker DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 16:20:55 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 16147491 QUERY: Cancellinh WITH OB TOOLKIT: Yes RESOLUTION: price rise bot || Offer Max Volt Bundle with Netflix for £85.00 per month for 24-month contract || Volt 1GB Broadband, Anytime chatter and Mega TV 3 + Sky Sports & Cinema, Virgin TV Kids and Netflix standard with ads || CX accepted the offer || Process new contract. =========================== Bill Bill Billing Due Amount Run Date Date 1 84.30 24/03/26 15/04/26 2 85.00 23/04/26 15/05/26 =========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: Max VOLT Triple (v 02.26) Services Included: Volt 1GB (500-1GB) Broadband, Mega TV 3, Anytime chatter Sept25 Add Ons: O2 FULL Tracker|Reminder Call|3 Way Calling|Call Waiting|Voicemail Free Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 New Contract TEL: 24 Date the Package takes effect: 13/03/2026 The full price of the bundle: 204.0 Discounted price of Bundle: 85.0 Full price of Bundle after price rise: Any TLDs: Max Volt (v02.26) VT500+ £76pp 24m 24CTE-End 01/03/2028, MV & LMV 1st AO Free for 24m B-End 01/03/2028, £5 Phone Discount A Version for 24m 24CTE-End 01/03/2028 Any One off charges: 0.0 Number of Additional Outlets: 1 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: Anytime chatter Sept25 TV Package:

ICOMS Codes:
35 Campaign Add: YR2500512,YR2500518,YR2501607 36 TV Remove: D2BTSP1,D2MVSPC,EOOBTSP,EOOBTSP,NFBNSTA,NFBUNEN,SKYSMHD 36 TV Add: D2SCINB 36 TV OTC: 37 BB Remove: AODUMMV,EOOVIP2,HEROCN4,MGVTSM4 37 BB Add: AODUMVB,MGVTDU3,NFNWENR 37 BB OTC: 38 TEL Remove: L141T67,T1ANY1 38 TEL Add: L161TD2,PHDUMA,T1NTLKA 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

==================================================== 6. SHOP AROUND || DONE

HYBRID (RETS) MESSAGING CID: 3068f07c-2004-4360-81ad-905d1bf4a70d Account number: 633818403 Identity of the chatter: AH Name of the chatter: Sree Lakshmi DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 14:42:31 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: I have already given 30 days notice to cancel my servises on 19th March 2026, and just checking if you can give better retention deal as in the market many good deals are available and I have got good offers hence checking if you can match or beat so that I can take a decision WITH OB TOOLKIT: Yes RESOLUTION: CX declined the offer || leave the account as it is || NFAT. BE: N/A

====================================================

  1. DISCO || DONE HYBRID (RETS) MESSAGING CID: e6da3638-4442-4c6f-981b-49d53d037734 Account number: 926386601 Identity of the chatter: AH Name of the chatter: Daniel jones DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 12:01:57 Contact number update status: Verified Email address status: Verified CJM: C-1203263593 WO: 38884474 QUERY: My contract ends on the 20th March, however my partner has taken a new contract and we need this to move over from the 19th march WITH OB TOOLKIT: Yes RESOLUTION: customer mentioned that they will have the newly ordered account under his husband's name || advise 30 days notice || cx declined wanted to have the cancellation at the end of the contract which is on 20/03 || file cjm || cx went idle || process 30 days. =========================== Bill Bill Billing Due Amount Run Date Date 1 21.27 17/03/26 1/04/26

====================================================

  1. NFAT || DONE HYBRID (RETS) MESSAGING CID: 4a8b87d9-a9fe-42e5-bf5c-f1fa4ffc5733 Account number: 853762502 Identity of the chatter: AH Name of the chatter: Avtar DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 10:48:43 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: leave as price is too high WITH OB TOOLKIT: Yes/No RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

====================================================

  1. RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: 95381975-1bc5-4b88-b604-f4021f4e874e Account number: 800823404 Identity of the chatter: AH Name of the chatter: Joanne fields DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 11:45:06 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 38578582 QUERY: My account is in my name however my husband pays it … we have 4 o2 accounts and our contract ends on 28/03/2026 if we stay with you is the £19.99 deal available? WITH OB TOOLKIT: Yes RESOLUTION: Offer Volt 250 Broadband for £21per month for 24-month contract || CX accepted the offer || Process new contract. =========================== Bill Bill Billing Due Amount Run Date Date 1 14.81 25/03/26 13/04/26 2 21.00 25/04/26 13/05/26 =========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: Volt 250 (125-250) Broadband Add Ons: WiFi Pod (white) 1|O2 FULL Tracker|WiFi Guarantee Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 13/03/2026 The full price of the bundle: 62.0 Discounted price of Bundle: 21.0 Full price of Bundle after price rise: Any TLDs: RIV: £33 off for 24mA and 24 Ct-End 01/03/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Volt 250 (125-250) Broadband Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2401132 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: EDFDV19,H100LU,HEROCN4,L813D29,L813D36,L813D39,WFG001A,YRPLANA,YRPLANB,YRPLANM 37 BB Add: HV200M,L161DA1,SEGREDA,VFTRKD1,WFG002A 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

====================================================

  1. RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: c97858f6-f243-4884-9208-220a47014492 Account number: 625345602 Identity of the chatter: AH Name of the chatter: Emma Carlton DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 10:54:42 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 23603259 QUERY: I'd like to know what deals are available as my package comes to an end this month. I'd like the same as what I have now for a very similar price if possible. WITH OB TOOLKIT: No RESOLUTION: Offer Max Volt Bundle with Netflix + O2 Sim for £89 per month, whilst the O2 SIM would be £12.00 per month on a new 24-month contract || Volt 1GB Broadband and Mega TV 3 + Sky Sports & Cinema, Virgin TV Kids and Netflix standard with ads (premium) + Unlimited O2 Sim || CX accepted the offer || Process new contract. =========================== VOE CALL BACK =========================== Bill Bill Billing Due Amount Run Date Date 1 184.42- 11/04/26 27/04/26 2 76.00 12/05/26 27/05/26 =========================== Due MOP Transaction Date Amount
    27/03/26 3 92.86
    =========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: Max VOLT Dual (v 02.26) Services Included: Volt 1GB (500-1GB) Broadband, Mega TV 3 Add Ons: O2 FULL Tracker Entertainment Services: Upgrade to Premium Enrolment New Contract Broadband: 24 New Contract TV: 24 Date the Package takes effect: 13/03/2026 The full price of the bundle: 209.0 Discounted price of Bundle: 89.0 Full price of Bundle after price rise: Any TLDs: Max Volt (v02.26) VT500+ £90pp 24m 24CTE-End 01/03/2028, RET Mega Volt £25 O2 Top Up Disc24m-End 01/03/2028, RET MegaV_Light MegaV 1st AO Half Price24m-End 01/03/2028 Any One off charges: 12.0 Number of Additional Outlets: 1 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2500821,YR2500858,YR2501611 36 TV Remove: D2MVSPC,NFEMGEN,NFMGPRM,SKYSMHD 36 TV Add: D2SCINB 36 TV OTC: 37 BB Remove: HDWDUMT,L143DJ8 37 BB Add: AODUMMV,L161DD6,MGVTDU3,MGVTSM4,NFNPRMU,NFNWENR 37 BB OTC: HVDU222 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

====================================================

  1. RECONTRACT || DONE HYBRID (OB RETAIN) MESSAGING CID: de0a5e0f-d2e0-4836-9baf-508d03273978 Account number: 466725407 Identity of the chatter: AH Name of the chatter: Safia Wortelboer DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 10:11:43 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 68812956 QUERY: got a text message with an offer . I needed to quote 21 pound offer and I would like to know the terms and conditions. if there are any price increases expected and how long that price is set for. if its also a year or two year contract WITH OB TOOLKIT: OB LEADS RESOLUTION: M125 Broadband for £21 per month for 24-month contract || CX accepted the offer || Process new contract. =========================== Bill Bill Billing Due Amount Run Date Date 1 19.00 13/03/26 30/03/26 2 21.00 14/04/26 30/04/26

====================================================

MARCH 11, 2026

  1. OTS QUERY || DONE

HYBRID (RETS) MESSAGING CID: 47ad320d-f33e-408e-a0ce-d4bdf9044480 Account number: 750836101 Identity of the chatter: AH Name of the chatter: Trevor Wells-McCulloch DPA STATUS: PASSED DPA TIME STAMP: 11-03-26 18:05:57 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: WITH OB TOOLKIT: Yes/No RESOLUTION: cx already installed with new provider || Pending OTS || offer 30 days notice but cx will contact new provider first || leave the account as it is || NFAT. BE: N/A

  1. IDLE || DONE

HYBRID (RETS) MESSAGING CID: 6b22937d-24f5-430d-8764-1921b6ec547e Account number: 896876301 Identity of the chatter: AH Name of the chatter: Mark Vines DPA STATUS: PASSED DPA TIME STAMP: 11-03-26 17:48:00k Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I’d like to change my package to broadband only WITH OB TOOLKIT: Yes/No RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

==================================================== 7. SHOP AROUND || DONE

HYBRID (RETS) MESSAGING CID: df290787-6c93-4a36-ba01-4068bfdff9d3 Account number: 303772208 Identity of the chatter: AH Name of the chatter: Jonathan DPA STATUS: PASSED DPA TIME STAMP: 11-03-26 15:35:34 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: CONTRACT RENEWAL WITH OB TOOLKIT: Yes/No RESOLUTION: cx declined the offer || will shop around first || Leave the account as it is || NFAT. BE: N/A

==================================================== 6. DISCONNECTION || DONE

HYBRID (RETS) MESSAGING CID: 68be5ac0-95d9-4c29-b9ad-e49831675ebf Account number: 836092401 Identity of the chatter: AH Name of the chatter: David DPA STATUS: PASSED DPA TIME STAMP: 11-03-26 14:35:15 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 37068070 QUERY: i would like to cancel my package and give in my 30 day notice WITH OB TOOLKIT: Yes/No RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 10/04/2026.

Due MOP Transaction Date Amount
30/03/26 3 64.48

Bill Bill Billing Due Amount Run Date Date 1 18.25 11/04/26 28/04/26

Total Charges: 155.00 Due Date Charge Status
10/05/26 65.00 Chargeable VM HUB 5.0 (SAGEMCOM)
10/05/26 90.00 Chargeable TIVO 1TB BOX (LEAPFROG)

==================================================== 5. IDLE || DONE

HYBRID (RETS) MESSAGING CID: ba06ea89-a821-4270-944d-08f265b31eca Account number: 56897103 Identity of the chatter: AH Name of the chatter: CALSEUMA BEGUM DPA STATUS: PASSED DPA TIME STAMP: 11-03-26 13:20:04 Contact number update status: Verified Email address status: Updated CJM: N/A WO: N/A QUERY:Cancelling WITH OB TOOLKIT: Yes/No RESOLUTION: cx still have 5 month and 25days on the account || advise £126.16 of EDF || cx declined || leave the account as it is || NFAT. BE: N/A

====================================================

  1. RECONTRACT || DONE HYBRID (RETS) MESSAGING CID: f2bebb9b-ad7a-472e-bad4-29a29f767c62 Account number: 872276201 Identity of the chatter: AH Name of the chatter: Nevil DPA STATUS: PASSED DPA TIME STAMP: 11-03-26 11:46:57 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 38877997 QUERY: My current contract ends 3 April. I'd like to know what else is available. WITH OB TOOLKIT: Yes RESOLUTION: Price rise bot || Offer Starter Volt Bundle + O2 Sim for £31 per month, whilst the O2 SIM would be £5 per month on a new 24-month contract|| Volt 350 Broadband, Mixit TV + 4GB O2 Sim || CX accepted the offer || Process new contract. ===================== Order 7175614764835384886 successfully submitted Volt Sim Only Plan Handset 24 month 3 Airtime Plan #541651146 | 2GB, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07821379060 is assigned successfully ===================== Bill Bill Billing Due Amount Run Date Date 1 .33 31/03/26 16/04/26 2 31.00 30/04/26 18/05/26 ===================== Due MOP Transaction Date Amount
    16/03/26 3 64.11 ===================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: Starter Dual (v 02.26) Services Included: Volt 350 (250-350) Broadband Add Ons: O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 Date the Package takes effect: 10/04/2026 The full price of the bundle: 86.0 Discounted price of Bundle: 31.0 Full price of Bundle after price rise: Any TLDs: Starter (v02.26) M250-M350 £34pp 24m 24CTE-End 29/02/2028, M250 Upsell £3cr for 24m 24CTE-End 29/02/2028 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 350 (250-350) Broadband Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2500729,YR2501553 36 TV Remove: D1TVMXD,D2LF01 36 TV Add: D21TBO1 36 TV OTC: AFEEC01,FRAC360,SBUPG01,SRC63,XRMSWC1 37 BB Remove: HEROCN4,HV200M,SEGREDA 37 BB Add: BIGDUM3,HV350M,L161DA8 37 BB OTC: HVDUM21 38 TEL Remove: L141T32,PHVOC,T1WKE1,T3DIV,T3REM,T3WTG 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

==================================================== 3. RECONTRACT || DONE

HYBRID (RETS) MESSAGING CID: c44d2ab3-fa56-4888-a9df-6cf0de949332 Account number: 719904103 Identity of the chatter: AH Name of the chatter: Pablo Morenes DPA STATUS: PASSED DPA TIME STAMP: 11-03-26 11:15:25 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 23599542 QUERY: Hi! I’m looking at my latest bill and it’s jumpingto £56 because my contract ends in april. I’m not happy paying more than double for the same service. I’ve seen Vodafone offering 150Mbps for £23 and TalkTalk for £24 with no price rises / locked for two years. I’d like to stay with Virgin, but only if you can get me back down into the £20–£25 range. Otherwise, please can you process my 30-day notice to cancel? WITH OB TOOLKIT: No RESOLUTION: Offer M125 Broadband for £24.00 per month for 24-month contract || CX accepted the offer || Process new contract.

Bill Bill Billing Due Amount Run Date Date 1 44.55- 11/04/26 27/04/26 2 6.50- 12/05/26 27/05/26

Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: M125 Broadband Add Ons: Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 12/03/2026 The full price of the bundle: 62.0 Discounted price of Bundle: 24.0 Full price of Bundle after price rise: Any TLDs: Anti Downspin £30 off 24mA, 24m CTE-End 29/02/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2500553 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: L143DA2 37 BB Add: L161DA1,UPXSELD 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

==================================================== 2. DISCO || DONE HYBRID (RETS) MESSAGING CID: ac31638c-9bdc-4965-a154-4082046ac823 Account number: 333062210 Identity of the chatter: AH Name of the chatter: Giuseppe Esposito DPA STATUS: PASSED DPA TIME STAMP: 11-03-26 10:54:23 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 76728820 QUERY: Cancelling WITH OB TOOLKIT: Yes/No RESOLUTION: CX already installed with new provider || advise £280.20 of EDF || cx agreed || || advise 30 days notice || Process BAU disconnection || Disconnection date on 10/04/2026.

Bill Bill Billing Due Amount Run Date Date 1 374.28 11/03/26 31/03/26

Due Date Charge Status
10/05/26 65.00 Chargeable VM HUB 5.0 (SAGEMCOM)
.

  1. IDLE || DONE HYBRID (RETS) MESSAGING CID: ca367cfe-1da8-43bb-8aee-457ba295a445 Account number: 429166402 Identity of the chatter: AH Name of the chatter: Paul Francis DPA STATUS: PASSED DPA TIME STAMP: 11-03-26 10:07:41 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Cancelling WITH OB TOOLKIT: Yes/No RESOLUTION: Unresponsive CX during /presentation || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

====================================================

MARCH 10, 2026

  1. IDLE || DONE

HYBRID (RETS) MESSAGING CID: 446d1b15-2c36-4446-b150-3e516094fc78 Account number: 844802202 Identity of the chatter: AH Name of the chatter: Brenda 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: WITH OB TOOLKIT: Yes/No RESOLUTION: cx went idle upon dpa process || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

==================================================== 5.

CID: cf13a3db-992e-4229-8d90-adb8d9aa8354 Account number: 924906701 Identity of the chatter: AH Name of the chatter: Zahid Ali DPA STATUS: PASSED DPA TIME STAMP: 10-03-26 17:55:03 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 37063357 QUERY: Need a good deal or I’m gone WITH OB TOOLKIT: Yes RESOLUTION: CX declined the offer || cx went idle and I proces 30 days notice || Process Bau Disconnection || Disconnection date on 09/03/2026

Bill Bill Billing Due Amount Run Date Date 1 58.69 26/03/26 15/04/26

Total Charges: 135.19 Due Date Charge Status
9/05/26 85.19 Chargeable VM HUB 5.X (SAGEMCOM)
9/05/26 50.00 Chargeable PLUME SUPER POD (NON BLUETOOTH)

  1. TRANSFER || DONE

CID: e6a90f09-4fd7-4170-8052-2fb6f1533215 Account number: 309714001 Identity of the chatter: 3rd Name of the chatter: Joseph corlett 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: WITH OB TOOLKIT: Yes/No RESOLUTION: account holder passed away || advise to contact bereavement team || nfat BE: N/A

==================================================== 3. MISROUT

CID: 45c9740c-7771-49df-a2bb-99e88be03be8 Account number: 715060005 Identity of the chatter: AH Name of the chatter: Chithambara Kumar Murugan DPA STATUS: PASSED DPA TIME STAMP: 10-03-26 14:48:25 Contact number update status: Verified Email address status: Verified CJM: C-1003264853 WO: N/A QUERY: look at the above chat WITH OB TOOLKIT: Yes/No RESOLUTION: customer want to have the services install earliest as possible || advise that the earliest would be 27th of March || leave the account as it is as customer will contact to ofcom about the issue || file a complaint || CX went unresponsive || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

==================================================== 2. NFAT || DONE

CID: 55048954-755c-44de-976e-3b0a970b395f Account number: 113174002 Identity of the chatter: AH Name of the chatter: Zsuzsanna Ouazza DPA STATUS: PASSED DPA TIME STAMP: 10-03-26 13:07:31 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Agent WITH OB TOOLKIT: Yes/No RESOLUTION: customer have NPD and wanted to cancel || educate about the outstanding balance and cx don't want to pay the balance || no changes on the account || Unresponsive CX upon educating that we are uunable to process manual cancellation || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

====================================================

  1. RECONTRACT || DONE

CID: 8f804648-e968-48a3-838e-5a3c1b165e41 Account number: 851214603 Identity of the chatter: AH Name of the chatter: Luciana schirripa DPA STATUS: PASSED DPA TIME STAMP: 10-03-26 11:09:02 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 38871801 QUERY: Only wifinpackage WITH OB TOOLKIT: Yes RESOLUTION: Offer Volt 1GB 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 9175606033713658443 successfully submitted Volt Sim Only Plan Handset 24 month 3 Airtime Plan #540938079 | 2GB, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07599786870 is assigned successfully

Bill Bill Billing Due Amount Run Date Date 1 108.59 12/03/26 30/03/26 2 59.59- 11/04/26 28/04/26 3 30.00 12/05/26 28/05/26

Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: Volt 1GB (500-1GB) Broadband Add Ons: O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 09/04/2026 The full price of the bundle: 80.0 Discounted price of Bundle: 30.0 Full price of Bundle after price rise: Any TLDs: RIV: £36 off for 24mA and 24mCTE-End 28/02/2028, £6 125+ 24m disc No CTE-End 28/02/2028 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 1GB (500-1GB) Broadband Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2500651,YR2500744 36 TV Remove: D1FLH2A,D21TBO1,D2BTSP1,L622C01 36 TV Add: 36 TV OTC: 37 BB Remove: H100LU,HDWDUMT,HEROCN4 37 BB Add: HV1GB5,L161DA4,NFNWENR,SEGREDA,SPDBSTD,VFTRKD1 37 BB OTC: AFEED01,FRACTD,HUB5QS,HVDUM21,QSVHBU1,SRD63 38 TEL Remove: L114T30,PHVOC,T1CTWK,T2VMF 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

====================================================

MARCH 9, 2026

  1. SHOP AROUND || DONE CID: 550a6816-ef8e-4dc1-b256-af650b987d4d Account number: 102708605 Identity of the chatter: AH Name of the chatter: Winston Blackwood DPA STATUS: PASSED DPA TIME STAMP: 09-03-26 18:03:14 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I am looking to cancel my service WITH OB TOOLKIT: Yes RESOLUTION: Offer Volt 500 Broadband for £30 per month for 24-month contract || CX will think about the offer || Defer the offer || Leave the account as it is || NFAT. BE: N/A

==================================================== 8. DISCONNECTION || DONE CID: 07b45488-a3d0-4229-af9a-1e263c7fefcc Account number: 802270602 Identity of the chatter: AH Name of the chatter: Michael Pinggera DPA STATUS: PASSED DPA TIME STAMP: 09-03-26 16:27:49 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 37051713 QUERY: Cancelling WITH OB TOOLKIT: Yes RESOLUTION: CX declined the offer || CX still have 1 month and 7 days on the account || advise £13.16 of EDF || cx agreed || Process BAU Disconnection || Disconnection date on 08/04/2026.

Bill Bill Billing Due Amount Run Date Date 1 71.60 14/03/26 2/04/26

Total Charges: 145.00
Due Date Charge Status
8/05/26 65.00 Chargeable VM HUB 4.0 (ARRIS)
8/05/26 35.00 Chargeable PLUME POWER POD (NON BLUETOOTH)
8/05/26 45.00 Chargeable APOLLO TV2.0 (ARRIS)

==================================================== 7.OTS QUERY || DONE

CID: d90e3a2b-d083-4d33-8e35-5d559b273424 Account number: 403606607 Identity of the chatter: AH Name of the chatter: Kennedy-Rose Bone DPA STATUS: PASSED DPA TIME STAMP: 09-03-26 13:28:25 Contact number update status: Updated(07930364945) Email address status: Verified CJM: N/A WO: N/A QUERY: I was told my bill would be discounted by 25% for next 3 months due to the poor service we have received but looking at the last bill this don't seem to be the case WITH OB TOOLKIT: Yes/No RESOLUTION: cx already have Switch request from EE and switch date on 19/03/2026 || advise cx and leave the account as it is || nfat. BE: N/A

==================================================== 6.DISCONNECTION || Done

CID: ed823870-3bf2-4deb-b452-ff5287560931 Account number: 737782802 Identity of the chatter: AH Name of the chatter: Laura Jane Bartlett DPA STATUS: PASSED DPA TIME STAMP: 09-03-26 13:13:19 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 37050117 QUERY: Cancelling WITH OB TOOLKIT: Yes/No RESOLUTION: already installed || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 08/04/2026.

Bill Bill Billing Due Amount Run Date Date 1 96.00 14/03/26 7/04/26

==================================================== 5. RECONTRACT || DONE

CID: b1ebb0e8-b8b9-4069-ad4e-97f355e42061 Account number: 104013301 Identity of the chatter: AH Name of the chatter: Alex Munn DPA STATUS: PASSED DPA TIME STAMP: 09-03-26 12:20:28 Contact number update status: Updated Email address status: Updated CJM: N/A WO: 42005325 QUERY: Just looking to cancel and find out when my last payment is due. So I know when to switch thanks WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || Offer Volt 1GB Broadband for £36 per month for 24-month contract || CX accepted the offer || Process new contract.

Bill Bill Billing Due Amount Run Date Date 1 12.63 11/03/26 2/04/26 2 36.00 10/04/26 5/05/26

Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: Volt 1GB (500-1GB) Broadband Add Ons: O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 10/03/2026 The full price of the bundle: 80.0 Discounted price of Bundle: 36.0 Full price of Bundle after price rise: Any TLDs: RIV: £36 off for 24mA and 24mCTE-End 27/02/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: 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,HEROCN4,L813D01,L813D34,L813D62,YRPLANC,YRPLAND 37 BB Add: L161DA4,NFNWENR,SEGREDA 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

=================================================== 4. DISCONNECTION || DONE

CID: 48ddca69-46be-4699-83f4-a708fb57576d Account number: 892749002 Identity of the chatter: AH Name of the chatter: Tegan DPA STATUS: PASSED DPA TIME STAMP: 09-03-26 11:15:54 Contact number update status: Updated (07590310830) Email address status: Verified CJM: N/A WO: 37049329 QUERY: Decide to leave and use mobile WITH OB TOOLKIT: Yes/No RESOLUTION: Price Rise bot || cx will use the work hotspot and no need to use our services || CX still have 1 month and 16 days on the account || advise £32.83 of EDF || cx declined and wanted to process the DI on the end of contract|| Process BAU Disconnection || Disconnection date on 24/04/2026.

Bill Bill Billing Due Amount Run Date Date 1 63.76 26/03/26 14/04/26

Due MOP Transaction Date Amount
16/03/26 3 69.86

Total Charges: 198.00 Due Date Charge Status
24/05/26 65.00 Chargeable VM HUB 5.0 (SAGEMCOM)
24/05/26 43.00 Chargeable PLUME SUPER POD
24/05/26 90.00 Chargeable TIVO 1TB BOX (LEAPFROG)

==================================================== 3. DISCONNECTION || DONE

CID: 476b455e-a09e-4970-9d42-2ab4d8ce91bd Account number: 812082311 Identity of the chatter: AH Name of the chatter: Ritesh Sunil Rahatal DPA STATUS: PASSED DPA TIME STAMP: 09-03-26 10:50:33 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 16141950 QUERY: My Current Broadband service is expired and i dont want to renew the contract. It got renewed without my consent. WITH OB TOOLKIT: Yes/No RESOLUTION: CX adamant to cancel || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 08/04/2026.

Bill Bill Billing Due Amount Run Date Date 1 106.07 3/04/26 23/04/26

Total Charges: 65.00 Due Date Charge Status
8/05/26 65.00 Chargeable
VM HUB 5.0 (SAGEMCOM)
23/02/26 Charge Cancelled VM HUB 5.0 (SAGEMCOM)

  1. IDLE || DONE

CID: 7e979514-3618-402d-9438-0c86feb9b344 Account number: 48765903 Identity of the chatter: AH Name of the chatter: RACHEL DPA STATUS: PASSED DPA TIME STAMP: 09-03-26 10:20:10 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I have just signed up but didn't realise we have got to pay our old provider in full before we claim the cash back and I cannot afford to pay our old provider 320 exit fee WITH OB TOOLKIT: Yes/No RESOLUTION: CX HAVE NEVER ACCOUNT || cx will contact pic for changes. BE: N/A

====================================================

  1. RECONTRACT || DONE

CID: 131d639d-b477-475d-b5ce-4be7452ffcaa Account number: 305367001 Identity of the chatter: AH Name of the chatter: Helen Tate DPA STATUS: PASSED DPA TIME STAMP: 09-03-26 10:02:29 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 25445643 QUERY: I want to reduce my package to better meet my needs WITH OB TOOLKIT: Yes RESOLUTION: Offer Phone & Broadband w/ Flex Bundle for £41.00 per month for 24-month contract || Gig 1 Broadband & Anytime Chatter with Flex || CX accepted the offer || Process new contract.

Bill Bill Billing Due Amount Run Date Date 1 20.92 11/03/26 2/04/26 2 41.00 10/04/26 5/05/26

Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: PH & BB Dual (v 02.26) Services Included: Gig1 Broadband, Flex, Anytime chatter Sept25 Add Ons: Voicemail Free Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 New Contract TEL: 24 Date the Package takes effect: 10/03/2026 The full price of the bundle: 99.0 Discounted price of Bundle: 41.0 Full price of Bundle after price rise: Any TLDs: RIV: £50 off for 24mA and 24mCTE-End 27/02/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: Anytime chatter Sept25 TV Package: Flex

ICOMS Codes:
35 Campaign Add: YR2500665 36 TV Remove: D1TV2,D1TVCR 36 TV Add: D1FLEX 36 TV OTC: 37 BB Remove: HEROCN5 37 BB Add: NFNWENR,SEGREDA 37 BB OTC: 38 TEL Remove: L114T10,T1CTWK 38 TEL Add: L161TA6,T1NTLKA 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

================================================================================================================================================================================================================================================================================ MARCH 7, 2026

  1. IDLE || DONE

CID: 25a9cfee-9b6f-4395-9419-8aa5811bc8e7 Account number: 498606601 Identity of the chatter: AH Name of the chatter: Sasha McDonnell DPA STATUS: PASSED DPA TIME STAMP: 07-03-26 13:47:30p Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Cancelling WITH OB TOOLKIT: Yes/No RESOLUTION: Price Rise bot || Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

==================================================== 5. RECONTRACT || DONE

CID: 0d3598c0-485f-41ca-b87b-69decbbbfbc7 Account number: 857847506 Identity of the chatter: AH Name of the chatter: Anthony DPA STATUS: PASSED DPA TIME STAMP: 07-03-26 13:08:13 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 38545112 QUERY: downgrade my package please WITH OB TOOLKIT: Yes RESOLUTION: Offer Phone & Broadband Bundle for £44 per month for 24-month contract || Volt 1GB Broadband & anytime Chatter ||CX accepted the offer || Process new contract.

Bill Bill Billing Due Amount Run Date Date 1 77.00 17/03/26 7/04/26 2 31.91 17/04/26 5/05/26 3 44.00 19/05/26 5/06/26

Total Charges: 160.00 Due Date Charge Status
5/06/26 90.00 Chargeable TIVO 1TB BOX (LEAPFROG)
5/06/26 70.00 Chargeable HUMAX 0TB STB

Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: PH & BB Dual (v 02.26) Services Included: Volt 1GB (500-1GB) Broadband, Anytime chatter Sept25 Add Ons: WiFi Pod (black) 1|Voicemail Free|WiFi Guarantee|Premium Rate Barring|O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 New Contract TEL: 24 Date the Package takes effect: 06/04/2026 The full price of the bundle: 88.0 Discounted price of Bundle: 44.0 Full price of Bundle after price rise: Any TLDs: RIV: £36 off for 24mB and 24mCTE-End 25/02/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2500706 36 TV Remove: D1TOPTV,D1TOPTV,D21TBO1,D2NPVO1,D3AOCR,D3AOCR 36 TV Add: 36 TV OTC: 37 BB Remove: NFXOSWA,SEGREDA 37 BB Add: SEGREDB 37 BB OTC: VANDUM 38 TEL Remove: L161TB5 38 TEL Add: L161TA5 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

==================================================== 4. IDLE || DONE

CID: 4f59ced6-4eaa-4aa3-a8a7-7454651bef87 Account number: 75471004 Identity of the chatter: AH Name of the chatter: Mahandeep Singh DPA STATUS: PASSED DPA TIME STAMP: 07-03-26 11:08:31 Contact number update status: Verified Email address status: Updated CJM: N/A WO: N/A QUERY: Cancelling WITH OB TOOLKIT: Yes/No RESOLUTION: Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A

==================================================== 3. RECONTRACT || DONE

CID: 1bd90554-0428-4793-808d-1544edd86ecd Account number: 621025202 Identity of the chatter: AH Name of the chatter: Lara Loboda DPA STATUS: PASSED DPA TIME STAMP: 25-02-26 11:36:35 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 77490592 QUERY: I want to cancel my contract before the price increase RESOLUTION: price rise bot || Offer M125 Broadband for £20 per month for 24-month contract || CX accepted the offer || Process new contract. WITH OB TOOLKIT: Yes

Bill Bill Billing Due Amount Run Date Date 1 41.71 7/03/26 1/04/26 2 2.72- 8/04/26 1/05/26 3 20.00 8/05/26 1/06/26

Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: M125 Broadband Add Ons: Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 08/03/2026 The full price of the bundle: 62.0 Discounted price of Bundle: 20.0 Full price of Bundle after price rise: Any TLDs: RIV: £34 off for 24mA and 24 Ct-End 25/02/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2401133 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: EDFDV10,HEROCN4,L813D01,L813D31,L813D66,L813D79,YRPLANA,YRPLANB 37 BB Add: L161DA1,SEGREDA 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

====================================================

  1. QUERY|| DONE CID: 5e1b4243-edfd-40ce-be5f-12326ecb62bb Account number: 764792201 Identity of the chatter: AH Name of the chatter: Adam Green DPA STATUS: PASSED DPA TIME STAMP: 07-03-26 09:26:22 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: RESOLUTION: customer wanted to have the new customer deal as part of MBG process as customer is within 14 days cooling off period and wanted to have Entertainment bundle for £31.99/month for 24 months contract, howver this is a Wifi pods for £8/month that will be added which will be a total of £39.99/month || cx wanted to keep the acc as it is for now. BE: N/A

====================================================

  1. DPA FAILED || DONE CID: 95e4b248-3c6c-401b-bc50-3c9f22976d07 Account number:84857104 Identity of the chatter: AH Name of the chatter: Kennerly DPA STATUS: FAILED DPA TIME STAMP: 07-03-26 08:40:16 Contact number update status: Verified Email address status: Verified CJM: C-070326213 WO: N/A WITH OB TOOLKIT: Yes/No QUERY: cancelling RESOLUTION: DPA FAILED || File a complaint BE: N/A

============================================================================================================================================================================================================================

MARCH 1 2026

  1. OTS QUERY || DONE CID: 5981ac18-609e-4203-a991-a9ff85b69aa9 Account number: 171418802 Identity of the chatter: AH Name of the chatter: Keith rolleston DPA STATUS: PASSED DPA TIME STAMP: 01-03-26 09:15:26 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A WITH OB TOOLKIT: Yes/No QUERY: Cancelling RESOLUTION: advice that there is already a OTs request scheduled on 02/03/2026 || need to make sure that new provider will notify us. BE: N/A

  2. DISCONNECTION || DONE

CID: 99c283f4-280d-44de-a230-fc1dd04f6e56 Account number: 930255902 Identity of the chatter: AH Name of the chatter: Scott DPA STATUS: PASSED DPA TIME STAMP: 01-03-26 11:11:11 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 38487930 QUERY: Cancelling WITH OB TOOLKIT: Yes/No RESOLUTION: CX already installed with new provider || advise 30 days notice || Process BAU disconnection || Disconnection date on 31/03/2026.

Bill Bill Billing Due Amount Run Date Date 1 39.77 6/03/26 23/03/26 2 6.63- 31/03/26 23/04/26

Total Charges: 155.00 Due Date Charge Status
30/04/26 65.00 Chargeable VM HUB 5.0 (SAGEMCOM)
30/04/26 90.00 Chargeable TIVO 1TB BOX (LEAPFROG)

  1. IDLE || DONE

CID: 62d1168f-f09d-440e-9722-c63d77d7fa4b Account number: 894907104 Identity of the chatter: AH Name of the chatter: Anita DPA STATUS: PASSED DPA TIME STAMP: 01-03-26 11:38:44 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A WITH OB TOOLKIT: Yes/No QUERY: Just wanting to know what your best offer to stay is RESOLUTION: Price rise bot || cx looking for a cheaper deal ||| went idle || follow 5-5-5 || nfat. BE: N/A

  1. RECONTRACT || DONE

CID: a0a54bd8-8e0e-49be-97fd-74fbaab3681a Account number: 214879202 Identity of the chatter: AH Name of the chatter: Ray DPA STATUS: PASSED DPA TIME STAMP: 01-03-26 14:38:56 Contact number update status: Updated (07305798573) Email address status: Updated (ray.hawkins@gmx.co.uk) CJM: N/A WO: 12056938 WITH OB TOOLKIT: Yes QUERY: I wish to stay with Virgin but only for Broadband RESOLUTION: Offer M350 Broadband for £35.00 per month for 24-month contract || CX accepted the offer || Process new contract.

Bill Bill Billing Due Amount Run Date Date 1 114.92 14/03/26 7/04/26 2 4.96- 14/04/26 5/05/26 3 35.00 14/05/26 3/06/26

Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: M350 Broadband Add Ons: Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 31/03/2026 The full price of the bundle: 74.0 Discounted price of Bundle: 35.0 Full price of Bundle after price rise: Any TLDs: RIV: £31 off for 24mA and 24 Ct-End 19/02/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: M350 Broadband Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2401130 36 TV Remove: D1TOPTV,D21TBO1,D2BTSP1,D2KIDS,D2MVSPC,SKYSMHD 36 TV Add: 36 TV OTC: 37 BB Remove: HV350M,L813D03,L813D16,L813D41,VFTRKD1,YRPLANA,YRPLANB 37 BB Add: H352XXU,L161DA3,SEGREDA 37 BB OTC: 38 TEL Remove: EDFDV36,PHVOC,T1ANY1,T2PRS,T2VMF,T3REM,T3WTG 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

  1. DISCONNECTION || DONE

CID: 8f665a64-eb65-409f-b01a-bbb66fabea80 Account number: 738243001 Identity of the chatter: AH Name of the chatter: benjamin bouillou DPA STATUS: PASSED DPA TIME STAMP: 01-03-26 16:12:29 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 23556247 WITH OB TOOLKIT: Yes/No QUERY: cancelling RESOLUTION: cx adamant to cancel and don't want any offers || advise 30 days notice || Process BAU disconnection || Disconnection date on 31/03/2026.

Bill Bill Billing Due
Amount Run Date Date
1 11.11 19/03/26 7/04/26

Due Date Charge Status
30/04/26 40.00 Chargeable VM HUB 3.0 (ARRIS)

  1. RECONTRACT || DONE

CID: a6c2d8ca-4575-429b-82cf-5eb03ff307cc Account number: 138493901 Identity of the chatter: AH Name of the chatter: Scott DPA STATUS: PASSED DPA TIME STAMP: 01-03-26 17:02:22 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 62018608 QUERY: cancelling || Price Rise bot WITH OB TOOLKIT: Yes RESOLUTION: Offer Max Volt Bundle with Netflix for £105 per month for 24-month contract || Volt 1GB Broadband, Anytime chatter and Mega TV 3 + Sky Sports & Cinema, Virgin TV Kids and Netflix standard with ads + TNT Sports || CX accepted the offer || Process new contract.

Bill Bill Billing Due Amount Run Date Date 1 72.27 24/03/26 15/04/26 2 105.00 24/04/26 15/05/26

Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: Max VOLT Triple (v 02.26) Services Included: Volt 1GB (500-1GB) Broadband, Mega TV 3, Anytime chatter Sept25 Add Ons: O2 FULL Tracker|Voicemail Free|TNT Sports Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 New Contract TEL: 24 Date the Package takes effect: 02/03/2026 The full price of the bundle: 222.0 Discounted price of Bundle: 105.0 Full price of Bundle after price rise: Any TLDs: Max Volt (v02.26) VT500+ £78pp 24m 24CTE-End 19/02/2028, MV & LMV 1st AO Free for 24m B-End 19/02/2028, £5 Phone Discount A Version for 24m 24CTE-End 19/02/2028 Any One off charges: 0.0 Number of Additional Outlets: 1 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: Anytime chatter Sept25 TV Package:

ICOMS Codes:
35 Campaign Add: YR2500512,YR2500518,YR2501608 36 TV Remove: D2MVSPC,EOOBTSP,EOOBTSP,NFBNPRM,NFBUNEN,SKYSMHD 36 TV Add: D2SCINB 36 TV OTC: 37 BB Remove: AODUMMV,EOOVIP2,HEROCN4,MGVTSM2 37 BB Add: AODUMVB,MGVTDU3,NFNWENR 37 BB OTC: VANDUM 38 TEL Remove: L141T67,T1ANY1 38 TEL Add: L161TD2,PHDUMA,T1NTLKA 38 TEL OTC:

Stream Subscription: ADD: REMOVE: