You’re very welcome. I should be the one thanking you for your patience and cooperation today. My name is Jean. Your feedback is extremely important to us, and I kindly ask that you complete our service survey based on the support you received. Thank you for your time, and please take care, Malgorzata. 👋 Due to business needs, I’ll need to close this conversation now. If you need further assistance, please message us again between 8am and 10pm—we’ll be happy to help. Take care, Susan. 👋​​​​ ------------------------------------------------------------------------------------------------ HYBRID CHATS ------------------------------------------------------------------------------------------------ M&T *********HYBRID MESSAGING********* >>CID: >>Identity of the chatter:AH >>NAME OF THE CHATTER: >>OLD ACC #: >>DPA STATUS: PASSED >>DPA TIME STAMP: >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: >>NEW ADDRESS: >>NEW ACCOUNT #: >>INSTALL DATE: >>DISCO DATE: >>CONTRACT: Contract continuation/New Contract >>CONTACT NUMBER UPDATE STATUS: Verified/Updated >>EMAIL ADDRESS STATUS: Verified/Updated >>CJM:N\A ======================================================== >>WO: >>BE: ======================================================== >>SUMMARY: ***** KINDLY DOUBLE CHECK ALWAYS THE REP CODES ***** DISCO *********HYBRID MESSAGING********* >>CID: >>Identity of the chatter:AH >>NAME OF THE CHATTER: >>OLD ACC #: >>DPA STATUS: PASSED >>DPA TIME STAMP: >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: >>DISCO REASON: >>CONTACT NUMBER UPDATE STATUS: Verified/Updated >>EMAIL ADDRESS STATUS: Verified/Updated >>CJM:N\A ======================================================== >>WO: >>BE: ======================================================== >>SUMMARY: Contact ID: Identity of the chatter: (ACH) Name of the chatter: DPA STATUS: PASSED/FAILED DPA TIME STAMP: QUERY: Customer want to move services at the new address RESOLUTION: process house move…. OLD ADDRESS: NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE: CONTRACT: Contract continuation/ new contract CONTACT NUMBER UPDATE STATUS: VERIFIED UPDATED EMAIL ADDRESS STATUS: VERIFIED UPDATED CJM:N\A WO:N\A **************************CONVERGE MESSAGING************************* CID: Customer Name: LIAM OTS : SUCCESSFUL/ UNSUCCESSFUL Order Package: Order Number: SOR Number: O2 Order Reference ID: SIM Package: BE Screen: Upfront Payment Taken: £X - Auth Code: XXX RETENTIONS CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: BE: N/A ============================================= *********MOVERS MESSAGING DISCONNECTION ********* CID: ACCOUNT NUMBER: Identity of the chatter: ACH NAME OF THE CHATTER: DPA STATUS: PASSED DPA TIME STAMP: OLD ADDRESS: NEW ADDRESS: DISCO DATE: DISCO REASON: QUERY: Customer want to cancel RESOLUTION: Placed a disconnection on the account CONTACT NUMBER UPDATE STATUS: VERIFIED UPDATED EMAIL ADDRESS STATUS: VERIFIED UPDATED CJM:N\A WO:N\A ============================================ RETENTIONS CID: 25bc97bc-540c-447d-a2ab-c1cb75fb6de2 Account number: 6525925-02 Identity of the chatter: TP Name of the chatter: ISABEL DPA STATUS: PASSED DPA TIME STAMP: NOT YET DONE Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Customer went idle on DPA process/intro||NFAT BE: N/A The customer enquired about early termination fees applicable to a specific date and requested account cancellation. The agent requested account holder name confirmation but the customer did not respond. The agent terminated the chat session due to inactivity and invited the customer to reconnect for further assistance. DUPLICATE *********HYBRID MESSAGING********* >>CID:5e9f189b-fe26-4be9-bd82-ee3334b1a047 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS CHLOE WIDDOWSON >>OLD ACC #: 7659044-01 >>DPA STATUS: PASSED >>DPA TIME STAMP: 02-07-26 12:50:22 >>QUERY: Customer want to transfer the service on the address that already have an active services || want to duplicate >>RESOLUTION: Duplicate account form submitted||Waiting for confirmation >>CURRENT ADDRESS: 36 MOSS LANE WEST MANCHESTER M15 5PD >>INSTALL DATE: ASAP >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>SUMMARY: CABLE SALES||INQUIRY CID: 8788cf53-8b5d-4252-91d7-2f8646ed1308 Account number: 302853904 Identity of the chatter: AH Name of the chatter: MISS LAURA SCOTT DPA STATUS: PASSED DPA TIME STAMP: 02-07-26 14:42:27 Contact number update status: Verified Email address status: Verified CJM : C-0207264980 WO: N/A QUERY : I was told I’d receive £62.30 compensation directly to my bank card on 2nd June but I’ve not received it yet. C-290526773 RESOLUTION: The customer reported not receiving a cheque for £62.30 stated to have been sent on 12 June. The agent explained that refunds require 45 days following disconnection, contradicting the 14-day timeframe previously communicated. The customer expressed frustration about receiving conflicting information and requested management contact. The agent logged a formal complaint with case number C-0207264980 and committed to having a supervisor investigate and call back within 24–48 hours via phone. BE: N/A DISCO *********HYBRID MESSAGING********* >>CID: 853fdac2-34c2-4921-854b-9dd71712dc01 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS ELENA MARINOVA >>OLD ACC #: 564472102 >>DPA STATUS: PASSED >>DPA TIME STAMP: 02-07-26 16:19:07 >>QUERY: Customer want to cancel due to moving abroad >>RESOLUTION: The customer requested to cancel their service effective end of July due to permanent relocation abroad. The agent offered alternative options including service transfer or maintaining a local service, which the customer declined. The agent informed the customer that an early termination fee of £307.32 would apply as the account remains within contract. The customer declined to proceed with cancellation at that time due to the fee concern and requested time to reconsider. The agent left the account active and instructed the customer to contact back once a decision is made. >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: >>BE: >>SUMMARY: RETENTIONS CID: fb2733fd-d788-4d36-95a0-12d656465292 Account number: 208660901 Identity of the chatter: AH Name of the chatter: MR MIKE HOLYOAK DPA STATUS: PASSED DPA TIME STAMP: 02-07-26 16:50:17 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Customer intro idle || NFAT BE: N/A RETENTIONS CID: 899243fa-fcc9-419c-9f29-b039347172b0 Name of the chatter: Chase pe30 4hh number 4 The customer enquired about broadband and TV packages and stated they had agreed to a deal involving Max Volt, all channels, an O2 SIM, and £225 credit for £64.99 per month, but the contract differed from what was agreed. The agent offered 1 GIG Fibre Broadband with 230+ TV channels, Netflix, and an O2 SIM for £76.99 per month (increasing in subsequent years). The customer declined and stated they were receiving better offers elsewhere. The agent offered a £50 bill credit, which the customer rejected as insufficient. The agent did not confirm whether the original offer could be rematched and provided an order link for the alternative package. The conversation ended without resolution. RETENTIONS CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: BE: N/A RETENTIONS CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: BE: N/A RETENTIONS CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: BE: N/A RETENTIONS CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: BE: N/A RETENTIONS CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: BE: N/A RETENTIONS CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: BE: N/A RETENTIONS CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: BE: N/A https://portalapp.nac.sitel-world.net/sites/vmukwebchat/Lists/Canned%20Responses%20Center%20CRC/DispForm.aspx?ID=254&Source=https%3A%2F%2Fportalapp%2Enac%2Esitel%2Dworld%2Enet%2Fsites%2Fvmukwebchat%2FLists%2FCanned%2520Responses%2520Center%2520CRC%2FAllItems%2Easpx%3FRootFolder%3D%252Fsites%252Fvmukwebchat%252FLists%252FCanned%2520Responses%2520Center%2520CRC%252FHYBRID%26FolderCTID%3D0x0120009A70D87AC50FFE47AF41E97A722BCF51%26View%3D%257B3DA67456%252D30F8%252D422B%252D9768%252D0AB2B4E7D00E%257D&ContentTypeId=0x0104005D34C61745F24A43B687A85CD8B5B0CD Let me check on that for you—just a moment. No problem at all. I get it. Let’s just do whatever feels comfortable for you. ---------------------------------------------------------------------------------------------------- I'm working hard to process your request accurately—thank you for staying with us. I’m currently processing the offer for you. I’ll update you shortly once everything is done, please stay connected. ---------------------------------------------------------------------------------------------------- Thanks for your patience! I will now process your disconnection. Please hold on a moment. 😊 I’m still working on completing your disconnection. Please bear with me a little longer. I’m in the middle of finalizing your disconnection. Thanks for hanging in there. ---------------------------------------------------------------------------------------------------- Let me look for the best deals—thank you for waiting. 😊 I'll find the top deals for you right away—please hold. 😊 ---------------------------------------------------------------------------------------------------- That's a great question! That’s a good thing to ask. I see why you’re asking that. That’s a thoughtful inquiry. Great observation! You bring up a good point. Please provide the following information so we can update our system: • best mobile number • email address Your request has been raised to one of our manager and has approved to waive this for you JULY 3, 2026 CABLE SALES CID: 1bed9be5-851d-4e0b-a826-8a170b022146 Account number: Name of the chatter: Timothy BT15 3BX 17 FLAT 5 JUBILEE AVENUE The customer initiated contact regarding broadband services and expressed interest in joining. The agent greeted the customer and offered assistance with completing an order on the checkout page. The agent attempted to reconnect after receiving no response and eventually ended the chat session due to prolonged inactivity, requesting the customer complete a feedback survey. DISCO *********HYBRID MESSAGING********* >>CID: 7cb9dbbe-a8df-491d-93cb-a0baff9e0eec >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR NICK DALY >>OLD ACC #: 321865201 >>DPA STATUS: PASSED >>DPA TIME STAMP: 03-07-26 09:26:15 >>QUERY: Customer want to cancel due to moving home >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 7/08/2026 >>DISCO REASON: CF >>WO: 12921045 >>BE: Bill Bill Billing Due Amount Run Date Date 1 67.77 15/07/26 3/08/26 >>CONTACT NUMBER UPDATE STATUS: Verified/Updated >>EMAIL ADDRESS STATUS: Verified/Updated >>CJM:N\A >>SUMMARY: Your request has been completed. To summarise, your actual early disconnection fee will be £52.02, and your services will be disconnected on 7/08/2026. Once your account is disconnected, your final bill will be £67.77. This amount will be collected via Direct Debit on 3/08/2026. CABLE SALES CID: f4e09468-470f-42c7-8f7b-5ef2544364e8 Identity of the chatter: AH Name of the chatter: Joshua FLAT 8 52 WEST END LANE LONDON NW6 2NE RETENTIONS CID: ea708bb8-dc1e-427d-8491-438b3c5826ff Account number: 521585001 Identity of the chatter: AH Name of the chatter: MR MARK DAVIS DPA STATUS: PASSED DPA TIME STAMP: 03-07-26 10:27:22 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: Offer For a total of £90.37 per month on a 24‑month contract, you'd receive 516 Mbps internet services. Mega TV 200+ channels. Including Sky Sports and Cinema channels, Additional set up box This package is well suited to your current usage. but the customer decline the offer as he needs to get and check offers available with other provider|| Leave the account as it is||NFAT BE: N/A The customer enquired about account cancellation and pricing. The agent presented two service package options at £90.37 and £95.37 per month respectively, both including 516 Mbps internet (boosted to 1130 Mbps in Option 2), Mega TV 200+ channels with Sky Sports and Cinema, and an additional set-top box on a 24-month contract. Option 2 included an O2 SIM with additional benefits. The customer declined both options, expressing disinterest in the SIM and stating they wished to compare offerings with other providers. The agent confirmed £90.37 per month as the best available offer. The customer decided to explore alternatives before making a final decision and indicated they may return later to renew. DISCO *********HYBRID MESSAGING********* >>CID: c284cee7-e174-4e3d-94e8-734f204dea07 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS ELIZABETH EATON >>OLD ACC #: 727655320 >>DPA STATUS: PASSED >>DPA TIME STAMP: 03-07-26 11:35:16 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 2/08/2026 >>DISCO REASON: CF >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: 70206538 >>BE: Bill Bill Billing Due Amount Run Date Date 1 7.58- 16/07/26 5/08/26 >>SUMMARY: RETENTIONS CID: 29b897de-f274-47f2-87fb-32160e50cdcc Account number: 437765604 Identity of the chatter: AH Name of the chatter: MISS JOANNE ANDERSON DPA STATUS: PASSED DPA TIME STAMP: 03-07-26 14:31:43 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70049884 QUERY : Looking to cancel RESOLUTION: Customer stated that she want to disconnect the account within 24 hours and become unresponsive||Proceed to cancel the account within 30 days BE: Bill Bill Billing Due Amount Run Date Date 1 145.55 4/08/26 24/08/26 RETENTIONS CID: 85d5e3e2-9b31-405a-98e6-c8bb631e0e35 Account number: 6012268-02 Identity of the chatter: AH Name of the chatter: MR KEVIN PENN DPA STATUS: PASSED DPA TIME STAMP: 03-07-26 14:59:47 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 77746633 QUERY : Contract expires 6th July and automatically renews at £244.84 per month. I will not pay anywhere near that amount RESOLUTION: Offer (For a total of £104 per month on a 24‑month contract, you'd receive 1130 Mbps internet services. Mega TV 200+ channels. Including Sky Sports channels, TNT Sports, (Netflix standard with ads.) Along with anytime chatter for landline services plus 2 Additional set up box) ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 67.01 7/07/26 3/08/26 2 104.00 6/08/26 1/09/26 RETENTIONS CID: 7f073049-11c7-45bf-a3a5-f0bc23c1ce38 Account number: 219360701 Identity of the chatter: AH Name of the chatter: MR STEPHEN GAUNT DPA STATUS: PASSED DPA TIME STAMP: 03-07-26 15:28:27 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 12304156 QUERY : Need to cancel WIFI keeps dropping out every day. I only need broadband, not the TV package and landline phone package I currently have with Virgin Media. RESOLUTION: Offer up to 2 options same package and downgrade package offer ||Customer still decline|| Proceed to cancel the account within 30 days BE: Bill Bill Billing Due Amount Run Date Date 1 30.45 22/07/26 10/08/26 The customer requested cancellation of their Virgin Media contract due to Wi-Fi connectivity issues and pricing concerns. The agent offered several broadband packages, which the customer declined as they found more competitive alternatives. The agent confirmed the cancellation, with services disconnecting on the contract end date. Two payments are due: a pending payment and a final bill covering the remaining billing cycle. The customer will receive pre-paid equipment return packaging and an email with disconnection details. The agent advised using the One Touch Switch process to avoid service disruption and directed the customer to contact their mobile provider separately regarding those services. RETENTIONS CID: 365d7815-4ab7-4617-bc61-6dec308bf2bf Account number: 9232736-02 Identity of the chatter: AH Name of the chatter: Sylvia TS19 7SF, 226 RETENTIONS CID: 41983fc2-5d00-428b-bcc7-d04607f00e3e Account number: 848077808 Identity of the chatter: AH Name of the chatter: MISS MILA BITTER DPA STATUS: PASSED DPA TIME STAMP: 03-07-26 17:00:06 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY :I needed assistance setting up my new wifi router as i cannot locate the virgin media socket anywhere. An engineer was supposed to come between 12-4pm today to help me with this, however, no one has arrived, i just wanted to see if there was an ETA i could expect someone by? RESOLUTION: The account is already cancelled|| Advised to re process the offer but the customer declined||NFAT BE: N/A JULY 6, 2026 CHAT 1 DISCO *********HYBRID MESSAGING********* >>CID:ef3bf256-5636-41fc-9e9d-7ed2971e8e4f >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR HARRY WATTS >>OLD ACC #: 401552823 >>DPA STATUS: PASSED >>DPA TIME STAMP: 06-07-26 09:04:36 >>QUERY: Customer want to cancel due to moving out on 13th July and my new student house comes with Wi-Fi >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 30/08/2026 >>DISCO REASON: CF >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: 12388293 >>BE: Bill Bill Billing Due Amount Run Date Date 1 63.72 15/07/26 4/08/26 >>SUMMARY: M&T *********HYBRID MESSAGING********* >>CID: 77d43d16-c058-4140-bf26-9d156932a982 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR DAVID MCEVOY >>OLD ACC #: 128357001 >>DPA STATUS: PASSED >>DPA TIME STAMP: 06-07-26 09:44:17 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 190 INGLEWHITE, SKELMERSDALE WN8 6JF >>NEW ADDRESS: 21 WARBURTON DRIVE BURSCOUGH ORMSKIRK L40 7BX >>NEW ACCOUNT #: 1354919-01 >>INSTALL DATE: 27/07/2026 >>DISCO DATE: 26/07/2026 >>WO: 51297575 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>BE: OLD ADDRESS BE: Bill Bill Billing Due Merged Amount Run Date Date Amount 1 31.00 10/07/26 30/07/26 2 36.17- 28/07/26 30/07/26 5.17- NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 183.80 8/08/26 28/08/26 2 78.00 10/09/26 30/09/26 >>SUMMARY: The customer requested to move their broadband services to a new property. The agent confirmed the new address and scheduled installation for 27 July 2026 in the afternoon slot, with disconnection from the current address on 26 July 2026. The customer's existing 1 GIG Fibre Broadband package would continue at the same monthly rate. The agent offered upgraded packages with additional benefits, which the customer declined. The final bill at the current address would be £31 on 30 July 2026. The first bill at the new address would be £94 (including a £20 mover's fee and advance billing), reduced to £57.83 after applying an existing credit of £36.17, due on 28 August 2026. The customer confirmed their existing Direct Debit would remain active. The agent provided installation support details and a link for future enquiries. RETENTIONS OB CHAT CID: 8644a2dc-6820-41fc-bcd3-d9df485ec7dc Account number: 617446907 Identity of the chatter: AH Name of the chatter: MR HUGO DI FRANCESCO DPA STATUS: PASSED DPA TIME STAMP: 06-07-26 09:46:55 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 23985451 QUERY : Looking for M19 broadband offer RESOLUTION: Processed M19 package on the account as the customer requested BE: Bill Bill Billing Due Amount Run Date Date 1 74.06 10/07/26 27/07/26 2 35.60- 8/08/26 27/08/26 3 19.00 10/09/26 28/09/26 AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. DISCO *********HYBRID MESSAGING********* >>CID: 9d2e3df6-7831-48aa-8b73-e95157ffcfcf >>Identity of the chatter:AH >>NAME OF THE CHATTER: Keegan >>OLD ACC #: 348835706 >>DPA STATUS: PASSED >>DPA TIME STAMP: 06-07-26 11:20:11 >>QUERY: Customer want to cancel due to >>RESOLUTION: IDLE ON INTRO||NFAT >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>SUMMARY: AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. DISCO *********HYBRID MESSAGING********* >>CID: f18b7ec9-e598-42d9-9e94-4784fdad8569 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR ABDEL ALJUNEIDI >>OLD ACC #: 108439905 >>DPA STATUS: PASSED >>DPA TIME STAMP: 06-07-26 11:38:20 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 7/07/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM: C-0607263529 >>WO: 15688950 >>BE: Bill Bill Billing Due Amount Run Date Date 1 27.72- 8/07/26 20/07/26 >>SUMMARY: The customer requested cancellation of Virgin Media services due to relocating. The agent confirmed an early termination fee of £395.95 applies as the account is within contract. The customer disputed the fee, initially stating they were moving to a non-serviceable area, then clarifying the move is abroad. The agent explained that early termination fees can be waived only for non-serviceable UK addresses, not for addresses outside the UK. A case was raised with a reference number, and the customer was informed they can provide documentation within 28 days to potentially waive the fee. The disconnection was scheduled, and the customer will receive an email with case details, required documentation, and equipment return instructions. CHAT 6 RETENTIONS CID: 9c30cf3a-4962-4ac9-92c4-b3ff4b2b8d0b Account number: 913112502 Identity of the chatter: AH Name of the chatter: MR SAMUEL GRAYSON DPA STATUS: PASSED DPA TIME STAMP: 06-07-26 14:31:47 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 37810586 QUERY : Checking what’s in my package or else cancel RESOLUTION: Provide offer for a total of £51 per month on a 24‑month contract, you'd receive 2000 Mbps internet services||ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 60.82 5/08/26 20/08/26 2 51.00 3/09/26 21/09/26 NEW CQUI DEAN 38 Oterhampton Gardens, West Wick, Weston-super-Mare, BS24 7PD The customer enquired whether selecting 'Yes switch me' in the order options would result in the switch occurring on the installation day without any broadband downtime. The agent confirmed that this was correct and that the customer would not experience any period without broadband service. The customer indicated satisfaction with this response. The agent thanked the customer for their patience and requested feedback via a survey. c3b2d808-3115-41d4-8e71-e4ce2466516c RS1001888371 Volt Gig1 Full Fibre Broadband £29.99 RETENTIONS CID: a05266c6-abfb-4e72-899d-b6d5999fd571 Account number: 698173501 Identity of the chatter: AH Name of the chatter: Olivier de Lamarliere DPA STATUS: PASSED DPA TIME STAMP: 06-07-26 15:29:10 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel BE: N/A RESOLUTION: The customer requested cancellation of their Virgin Media broadband and landline services with a target disconnection date of the following week. The agent explained the One Touch Switch process, where the new provider initiates the switch with Virgin Media, and advised that the customer must contact their new provider directly to begin the process. The customer confirmed they had already contacted a new provider with an installation date scheduled for Thursday and decided to proceed with contacting their new provider to use the One Touch Switch. The agent advised the customer to provide their new provider with information from their Virgin Media bill. The chat session ended without further action. M&T *********HYBRID MESSAGING********* >>CID: ac501d54-a48a-4f8e-90a3-ac1f1369691b >>Identity of the chatter:AH >>NAME OF THE CHATTER: >>OLD ACC #: >>DPA STATUS: PASSED >>DPA TIME STAMP:06-07-26 16:44:57 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: >>NEW ADDRESS: >>NEW ACCOUNT #: >>INSTALL DATE: >>DISCO DATE: >>CONTRACT: Contract continuation/New Contract >>CONTACT NUMBER UPDATE STATUS: Verified/Updated >>EMAIL ADDRESS STATUS: Verified/Updated >>CJM:N\A >>SUMMARY: . MOVERS CHAT CID: ac501d54-a48a-4f8e-90a3-ac1f1369691b Account number: 746708801 Identity of the chatter: AH Name of the chatter: RICHARD DPA STATUS: PASSED DPA TIME STAMP: 06-07-26 16:44:57 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 39596576 QUERY :Looking to move and get a new deal RESOLUTION: Offer Entertainment dual for just a cost of £88/Month on a new 24 months 362Mbps internet speed, Mega TV 200+ channels including TNT Sports plus additional set up box||ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 177.75 15/07/26 3/08/26 2 37.13 15/08/26 1/09/26 3 88.00 15/09/26 1/10/26 The customer requested cancellation due to high pricing and an upcoming house move to an area not serviced by Virgin Media. The agent confirmed the disconnection fee would be waived if documentation is provided within 28 days. The customer requested a better price on the current contract. The agent presented two package options; the customer selected Option 1 at £88 per month for a 24-month contract, including 362 Mbps internet, Mega TV with 200+ channels including TNT Sports, and Netflix Standard with Ads. The landline was removed at no additional cost. Contract documentation was sent via SMS and email. The new package will take effect within 30 days. RETENTIONS CID: 7143ac60-b4f4-45c5-a5b2-fc8ea0455d6a Account number: 566565601 Identity of the chatter: AH Name of the chatter: MR AARONLEE GREEN DPA STATUS: PASSED DPA TIME STAMP: 06-07-26 17:25:07 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70086156 QUERY : Looking new package Just broadband RESOLUTION: Provide an offer For a total of £43 per month on a 24‑month contract, you'd receive 516 Mbps internet services|| ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 125.96 29/07/26 14/08/26 2 51.59- 28/08/26 14/09/26 3 43.00 29/09/26 14/10/26 The customer requested a broadband-only package, declining television and phone services. The agent presented package options; the customer selected 516 Mbps broadband for £43 per month on a 24-month contract. The agent sent contract documentation via SMS and email, which the customer approved. The order was completed with a work order number. Phone and television services will disconnect on 5 August 2026, with new broadband service commencing the same date. The customer was informed of three upcoming bills and advised that future service changes require 30 days' notice. JULY 7, 2026 CHAT 1 DISCO *********HYBRID MESSAGING********* >>CID: 35c724a2-37cc-46c2-97d4-4136902d13fa >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR RICHARD GUILDER >>OLD ACC #: 769393302 >>DPA STATUS: PASSED >>DPA TIME STAMP: 07-07-26 09:01:33 >>QUERY: Customer want to cancel due to moving to a different country >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 6/08/2026 >>DISCO REASON: CD >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM: C-070726833 >>WO: 37814437 >>BE: Bill Bill Billing Due Amount Run Date Date 1 526.65 8/07/26 24/07/26 >>SUMMARY: Unable to copy the AI summary due to Citrix been freeze while chatting with the customer the conversation chat automatically closed M&T *********HYBRID MESSAGING********* >>CID:373e0919-335e-4759-aa71-514b43b59f0f >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR YIN CHUNG >>OLD ACC #: 906802701 >>DPA STATUS: PASSED >>DPA TIME STAMP: 07-07-26 09:47:52 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: FLAT 22, 41 DEVONS ROAD, LONDON E3 3BF >>NEW ADDRESS: FLAT 16 BRIGANTINE COURT, 7 SPERT STREET LONDON E14 8EB >>NEW ACCOUNT #: 9307227-01 >>INSTALL DATE: 13/07/2026 >>DISCO DATE: 12/07/2026 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: 39599581 >>BE: OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 15.16- 15/07/26 4/08/26 NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 185.20 18/07/26 7/08/26 2 118.00 18/08/26 7/09/26 >>SUMMARY:The customer requested assistance relocating broadband and television services to a new property. The agent confirmed the new address was serviceable and scheduled installation for 13 July 2026, with disconnection from the old property on 12 July 2026. The customer declined upgrade offers and chose to retain their existing Entertainment package at the current monthly rate. The agent confirmed that phone services cannot be transferred due to technical incompatibility, but broadband and television will be transferred. A one-off £20 installation fee will be charged to the first bill. An account credit will be applied to reduce the first bill amount. The agent advised the account would be forwarded to a manager to apply contract continuation terms, which may take 3 to 5 working days to reflect. The customer was provided with a support link and contact number for installation enquiries. 12/01/2028 DISCO *********HYBRID MESSAGING********* >>CID: 163706da-9d0f-4af9-b670-ea7462ab7af6 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS ELIZABETH BROUGH >>OLD ACC #: 218743506 >>DPA STATUS: PASSED >>DPA TIME STAMP: 07-07-26 10:20:38 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 8/07/2026 >>DISCO REASON: CD >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM: C-0707261710 >>WO: 76414549 >>BE: Bill Bill Billing Due Amount Run Date Date 1 35.37- 9/07/26 13/07/26 >>SUMMARY: The customer requested cancellation of Virgin Media services due to a permanent house move. The agent processed the disconnection to occur within 24 hours and confirmed the service termination date. A final bill of £71.48 is due, with a credit of £35.37 to be refunded within 45 days. The customer will retain email access for 90 days after account closure. The agent provided equipment recycling guidance and a case reference number, with follow-up contact expected within 24–48 hours. inquiry *********HYBRID MESSAGING********* >>CID: 81e8c017-9902-421e-a414-979dc3872ba8 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR ALEXANDRO BASSO >>OLD ACC #: 7143019-03 >>DPA STATUS: PASSED >>DPA TIME STAMP: 07-07-26 12:34:52 >>QUERY: Customer want to transfer the service and cancel the disconnection work order on the account >>RESOLUTION: Customer want to move their services but upon checking the new address there was an active services discussed about the goneaway processed but the customer decline and request to cancel the existing disconnection that was booked on the account >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A >>SUMMARY: AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. 07982324007 **************************CONVERGE MESSAGING************************* CID: 6479190f-bc0f-4d7a-8ae4-88c9cc334192 Customer Name: Brian OTS : SUCCESSFUL Order Package: Gig 1 Broadband Order Number: OT1001891528 BE Screen: Bill Bill Billing Due Amount Run Date Date 1 93.02- 27/08/26 14/09/26 2 25.99 25/09/26 13/10/26 Upfront Payment Taken: NO The customer requested a quote for a 1 GB broadband package at £25.99 per month with a £145 refund to review before committing. The agent processed the order with a 14-day cooling-off period, collected personal and banking details, and conducted a credit check which was approved. The agent confirmed the customer was switching from an existing provider and arranged cancellation of existing services. Contract terms were discussed, including annual price increases and a 24-month minimum term. The agent clarified the package includes Wi-Fi boosters and sent contract information and switching conditions for review. The order was completed with account details provided, and the customer was directed to the pre-install team for future order management. RETENTIONS CID: dc7641bb-0c9f-4177-bc2a-6804ef750d17 Account number: 89134201 Identity of the chatter: AH Name of the chatter: MR NEIL BULLOCK DPA STATUS: PASSED DPA TIME STAMP: 07-07-26 16:54:21 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Offer For £96.12 a month on a 24‑month contract you'll get 1130 Mbps broadband, Mega TV 200+ channels, Including TNT Sports, Sky Sports in HD (Netflix standard with Ads) and Anytime Chatter landline plus 1 additional set up box|| ACCEPTED, however on ECC2 customer become unresponsive|| proceed to leave the account as it||NFAT BE: N/A The customer requested to reduce their monthly package. The agent assessed household usage patterns and identified two service options. The customer selected Option 1 at £96.12 monthly on a 24-month contract, which includes broadband, television channels, and landline services. The agent disclosed that pricing would increase by £4 in April 2027 and April 2028, with advance notice to be provided. The agent sent contract documentation to the customer's contact information for review. The customer confirmed receipt of the documentation but did not provide final confirmation to complete the order before the chat session ended. JULY 8, 2026 CHAT 1 RETENTIONS CID: 794bdc9d-965e-49e0-b742-43fe5d3ea246 Account number: 718454501 Identity of the chatter: AH Name of the chatter: MISS ALAW PRITCHARD DPA STATUS: PASSED DPA TIME STAMP: 08-07-26 08:52:02 Contact number update status: Verified/NO Email address status: Verified/NO CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services or else cancel RESOLUTION: NO RESPOND RECIEVE ON INTRO SCRIPTS|| UNRESPONSIVE||NFAT BE: N/A The agent greeted the customer and offered to review the customer's account for updated offers with more affordable costs. The customer did not respond to subsequent agent inquiries. The agent ended the chat session and requested the customer complete a survey. CHAT 2 M&T *********HYBRID MESSAGING********* >>CID: f7820a45-2bcf-4005-8eeb-c18273e60f32 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR FARHAD HIJRAN >>OLD ACC #: 820501504 >>DPA STATUS: PASSED >>DPA TIME STAMP: 08-07-26 09:47:12 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 60 TWYCROSS STREET, LEICESTER LE2 0DW >>NEW ADDRESS: 17 ST. JAMES CLOSE, OADBY LEICESTER LE2 5UR >>NEW ACCOUNT #: 909735701 >>INSTALL DATE: 15/07/2026 >>DISCO DATE: 14/07/2026 >>CONTRACT: New Contract >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Updated >>CJM:N\A >>WO: 39378964 >>BE: OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 19.79- 14/07/26 20/07/26 NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 61.00 17/07/26 6/08/26 2 26.00 19/08/26 8/09/26 >>SUMMARY: Shakilah_haidary@yahoo.co.uk The customer requested to move broadband services to a new address following a house move. The agent completed account verification and presented two broadband package options. The customer selected the 264 Mbps package at £26/month on a 24-month contract. Contract documentation was sent via SMS and email. Installation was initially scheduled for 17 July 2026 but rescheduled to 15 July 2026 in the morning due to the customer's holiday plans. A one-off installation fee of £35.00 applies. The customer has a pending payment of £31.25 due on 20 July 2026, with the first bill at the new address being £41.21 (after credit deduction) due on 6 August 2026. Services will disconnect at the old address on 14 July 2026. RETENTIONS CID: cfe66c17-8c20-416e-abf1-067a9756054b Account number: 521657004 Identity of the chatter: AH Name of the chatter: MR KLCARLOS CHOI DPA STATUS: PASSED DPA TIME STAMP: 08-07-26 10:08:48 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: on presentation scripts customer become unresponsive|| Proceed to One Touch Switch process BE: N/A The customer requested to cancel their Virgin Media account. The agent presented two disconnection options: One Touch Switch (initiated by the new provider) or 30 days' notice. The customer clarified they had a new provider installation scheduled and sought confirmation on charges if switching before their 30-day notice period ended. The agent confirmed that under One Touch Switch, charges would only apply for services provided, with no service overlap or additional bills, and the notice period would align with the installation date. The agent processed the cancellation, provided equipment return instructions via pre-paid packaging and Collect+ locator, and warned of potential replacement charges for unreturned equipment. The customer would receive an email with disconnection details and next steps. RETENTIONS CID: 9543cf33-4fb2-44ba-a924-2a7cbe4b6185 Account number: 314682203 Identity of the chatter: AH Name of the chatter: Stuart Ellis DPA STATUS: PASSED DPA TIME STAMP: 08-07-26 11:23:44 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 76944295 QUERY : Looking to reduce the cost of services RESOLUTION: Provide the most exhausted offer but the customer still want to cancel the account|| Offer 30 days cancellation customer agreed|| BE: Bill Bill Billing Due Amount Run Date Date 1 26.43 22/07/26 17/08/26 RETENTIONS CID: f790d60f-2614-4b55-be4c-7b11fc208373 Account number: 711408303 Identity of the chatter: AH Name of the chatter: MISS ALICE BENTLEY DPA STATUS: PASSED DPA TIME STAMP: 08-07-26 11:44:56 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: Offered 2 options but the customer decline as she can get cheaper and faster elsewhere|| Customer closed the chat|| Customer Proceed to One Touch Switch BE: N/A The customer requested cancellation of their Virgin Media package, citing high renewal costs and frequent sales calls, and stated they could obtain cheaper and faster services elsewhere. The agent offered two cancellation options: One Touch Switch or 30 days' notice. The customer selected One Touch Switch. The agent confirmed no early termination fee applies as the account is ending soon. The agent explained that the new provider will initiate the switch process, Virgin Media will send a confirmation email, and services will cease upon the new provider's installation, with charges only for services provided. RETENTIONS CID: 17d02ef0-11df-4b37-a00a-7ed408246fd1 Account number: 599649401 Identity of the chatter: AH Name of the chatter: MR MARTIN ROBERTS DPA STATUS: PASSED DPA TIME STAMP: 08-07-26 12:13:34 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70103584 QUERY : Looking to reduce the cost of services RESOLUTION: Offered new deal for a total of £24 per month on a 24‑month contract, you'd receive 264 Mbps broadband|| ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 21.00 22/07/26 6/08/26 2 24.00 20/08/26 7/09/26 RETENTIONS CID: 4eb5ceeb-7b83-4c26-9d37-c9859d2e270d Account number: 814986703 Identity of the chatter: AH Name of the chatter: MRS TONI KING DPA STATUS: PASSED DPA TIME STAMP: 08-07-26 14:30:50 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 39381611 QUERY : Cancel the account I have already switched to EE but this has not been done manually therefore I need to give my 30 days notice and allow EE to settle my final bill BE: Bill Bill Billing Due Amount Run Date Date 1 95.27 22/07/26 10/08/26 RESOLUTION: The customer requested cancellation of all services after switching to a new provider. The agent processed the cancellation with a 30-day notice period, setting the disconnection date for 7 August 2026. A final bill of £95.27 will be issued, due on 10 August 2026. The agent provided details on equipment return procedures via pre-paid packaging and explained that a replacement charge of £65 may apply if equipment is not returned. The agent clarified that the One Touch switching process was unavailable because the new provider had not notified of installation completion. RETENTIONS CID: 647d87a4-d1e3-4897-bda8-9236d6311016 Account number: 318536605 Identity of the chatter: AH Name of the chatter: MR GREG FANNING DPA STATUS: PASSED DPA TIME STAMP: 08-07-26 15:01:12 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 12932982 QUERY : Looking to reduce the cost of services or else cancel RESOLUTION: Provide offer for £40 per month on a new 24 months. 1 Gig Fiber broadband with 1130Mbps internet services with Flex TV 100+ channels||ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 38.42 11/07/26 29/07/26 2 40.00 11/08/26 1/09/26 JULY 10, 2026 DISCO *********HYBRID MESSAGING********* >>CID: 9ece85dc-db7c-464f-8fec-1c25e3b6a31b >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS ALETTE HUSFLOEN >>OLD ACC #: 408590016 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-07-26 09:32:44 >>QUERY: Customer want to cancel due to moving house >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 5/09/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>SUMMARY: >>WO:12397567 >>BE: Bill Bill Billing Due Amount Run Date Date 1 33.49 4/08/26 21/08/26 RETENTIONS CID: a37d8b09-5682-4e57-a5a7-5daecfc2832d Account number: 755450201 Identity of the chatter: AH Name of the chatter: MS KAY JARVIS DPA STATUS: PASSED DPA TIME STAMP: 10-07-26 09:45:03 Contact number update status: Verified Email address status: Verified CJM : C-1007261573 WO: 70221688 QUERY : Looking to cancel RESOLUTION: Customers want to know why the services is still active as she stated that she already cancel the account with previous advisor but why the services saying still active, upon checking the notes on the account I can see that the customer contacted us to cancel the services and choose One touch switch process then the new provider did not notify us about the switching, advised customer that the one touch switch is not available anymore as the services is already installed since 12th June 2026. Customer agreed to use our 30 days notice cancellation. BE:Bill Bill Billing Due Amount Run Date Date 1 812.15 5/08/26 25/08/26 DISCO *********HYBRID MESSAGING********* >>CID: 80589b30-b134-4d99-9ca9-a8d59043bedc >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR MEHARBAN KHALIQ >>OLD ACC #: 322026001 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-07-26 11:05:07 >>QUERY: Customer want to cancel due to moving house >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 31/07/2026 >>DISCO REASON: >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: 25974012 >>BE:Bill Bill Billing Due Amount Run Date Date 1 29.74- 4/08/26 26/08/26 >>SUMMARY:The customer requested to cancel their broadband service due to relocating. The agent processed the cancellation and collected address and move-out date information. A 30-day notice fee would be applied to the final bill. The disconnection was scheduled for the end of the month, with an early disconnection fee of £8.03 and a final bill credit of £29.74. The agent provided instructions for returning equipment via pre-paid packaging to a Collect+ location, with a potential £85.19 charge for unreturned items. Email access would remain available for 90 days post-closure. The equipment return kit would be sent within 10 days after disconnection, and the direct debit would be cancelled automatically. DISCO *********HYBRID MESSAGING********* >>CID: c2ecf985-4e13-4b77-9667-bd6d3b7ed31c >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR SIMON PIPE >>OLD ACC #: 621569202 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-07-26 11:33:36 >>QUERY: Customer want to cancel due to moving house >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 28/07/2026 >>DISCO REASON: MM >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: 77760579 >>BE: Bill Bill Billing Due Amount Run Date Date 1 23.52 30/07/26 3/08/26 >>SUMMARY: Your request has been completed. To summarise, your actual early disconnection fee will be £44.39, and your services will be disconnected on 28/07/2026. A bill will be generated on 7/07/2026 for the amount of £40.50, which will be due on 3/08/2026. Your final bill will be £23.52, and this amount will be collected via Direct Debit on 3/08/2026 RETENTIONS CID: 6968352b-0960-4a54-a71c-9b8dbc50575e Account number: 225753706 Identity of the chatter: AH Name of the chatter: MR KRZYSZTOF AUGUSTYN DPA STATUS: PASSED DPA TIME STAMP: 10-07-26 11:44:13 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 25974331 QUERY : Looking to cancel the account RESOLUTION: Provide an offer for a total of £35 per month on a 24‑month contract, you'd receive 1130Mbps broadband but the customer decline|| Proceed to cancel the account within 30 days BE: Bill Bill Billing Due Amount Run Date Date 1 6.60 17/07/26 10/08/26 The customer requested to disconnect all services. The agent offered two disconnection options; the customer selected 30 days' notice. The agent presented two alternative packages (£35 and £34 per month) with enhanced broadband speeds and O2 SIM benefits, which the customer declined due to a better offer from another provider. The disconnection was confirmed for 9 August 2026 with a final bill of £6.60 due on 10 August 2026. The customer will receive a cancellation confirmation email within 24 hours. The agent instructed the customer to return Virgin Media equipment via pre-paid packaging to a Collect+ point, with a £65 replacement charge if equipment is not returned. DISCO *********HYBRID MESSAGING********* >>CID: d5a3d9ae-b6dd-459e-b138-8fe69b3aa7bb >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS KATHRYN LAWRENCE >>OLD ACC #: 612822707 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-07-26 12:50:15 >>QUERY: Customer want to cancel due to moving abroad >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 9/08/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM: C-1007263388 >>WO:77760770 >>BE: Bill Bill Billing Due Amount Run Date Date 1 190.70 25/07/26 14/08/26 >>SUMMARY:The customer requested cancellation of Virgin Media services due to permanent relocation abroad and expressed dissatisfaction with increased billing after contract expiration. The agent processed the disconnection request for 30 days from the conversation date, avoiding early termination fees. The agent collected contact information, confirmed the final bill amount and Direct Debit collection date, and explained the bill included a previous monthly charge. The agent provided information about O2 SIM retention, equipment recycling options, and 90-day email access post-disconnection. The agent confirmed automatic cancellation of the Direct Debit once the account is settled. inquiry movers *********HYBRID MESSAGING********* >>CID: b3e923ab-3c69-4ac2-9200-275d44640253 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS BHAKTI NAGPURKAR >>OLD ACC #: 734074901 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-07-26 15:14:22 >>QUERY: Moving homes cancelling broadband need the email as I spoke to an agent previously and I needed to submit proof of new address to waive the free >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A >>RESOLUTION: The customer requested assistance with broadband cancellation due to moving homes and needed to submit proof of new address to waive the early termination fee. The agent confirmed the account had already been cancelled. The agent advised a cancellation confirmation email would be received within 24 hours for replying with documentation. The customer reported a previously received email had an unmonitored mailbox. The agent provided an alternative email address for submitting documentation. EBB CID: 3ea37358-e870-4ba2-9451-fdfb0d8c4bf5 Account number: 714286301 Identity of the chatter: AH Name of the chatter: Paul DPA STATUS: FAILED DPA TIME STAMP: Not yet done Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: N/A QUERY : I have been on this package for a few years it should never have changed I am owed approximately £300 you have taken £28 this month and £20 previous for well over a year I’ve just lost my mum to dementia have not been on top of my banking and find out I’m in debt for you taking wrong payments out I have bipolar this is making me unwell I want a full refund for all the wrong payments you have taken RESOLUTION: The customer went idle during DPA process||NFAT BE: N/A The customer reported being owed approximately £300 due to incorrect recurring payments deducted from their broadband account over more than a year. The customer requested a full refund of all incorrect payments and attempted to provide photographic evidence. An agent acknowledged the issue and began account review, requesting account holder confirmation. The conversation ended due to customer inactivity before resolution or explicit next steps were established. RETENTIONS CID: 66ce40ae-a6c4-490b-93ce-fa5915af3526 Account number: 98033907 Identity of the chatter: AH Name of the chatter: MISS IEVA SILINA DPA STATUS: PASSED DPA TIME STAMP: 10-07-26 16:26:36 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY :My contract is soon to finish and I want to make sure not to prolonge it RESOLUTION: Customer intro Idle||NFAT BE: N/A AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. *********HYBRID MESSAGING********* >>CID: a5920956-4791-4bee-90c6-7b855e08f22c >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS AMANDEEP KAUR >>OLD ACC #: 837908302 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-07-26 16:44:10 >>QUERY: Requesting to reschedule the disconnection date >>RESOLUTION: Proceed to reschedule the cancellation on 8/08/2026. >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>SUMMARY:The customer requested to reschedule their broadband disconnection date from 31 July to 8 August to align with their contract expiry date, as they are relocating outside the country. The agent confirmed the cancellation reschedule to 8 August 2026 and processed the request. The agent advised that a refund would be processed within 45 days of the disconnection date and credited to the customer's bank account. The customer confirmed satisfaction with the outcome. RETENTIONS *********HYBRID MESSAGING********* CID: a65c519b-9bfc-49fd-b06b-7bdb23436c97 Account number: 566858404 Identity of the chatter: AH Name of the chatter: MR REECE STEVENSON DPA STATUS: PASSED DPA TIME STAMP: 10-07-26 17:00:02 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel the services RESOLUTION: Upon processing the cancellation request on the account I see that there is an outstanding balance which stopping from able to process the disconnection request|| I ask the customer if they can make a payment for us to be able to proceed with cancellation, but the customer become unresponsive|| NFAT BE: N/A The customer requested to cancel Virgin Media services due to high costs and lack of need for broadband. The agent offered to review updated offers, which the customer declined. The customer chose to provide 30 days' notice for service disconnection. The agent identified an outstanding account balance preventing the disconnection request and requested payment. The customer did not respond to follow-up messages, and the chat ended due to inactivity. RETENTIONS CID: 7c3d6668-de6c-4d6d-927d-de43d194eca4 Account number: 210107701 Identity of the chatter: AH Name of the chatter: MR JAMES LUNNON DPA STATUS: PASSED DPA TIME STAMP: 10-07-26 17:33:53 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 12318396 QUERY : Looking to cancel the account too expensive and I am moving to sky RESOLUTION: Provide offer for just £134.12 per month on an 24-month contract, you’ll receive 1130 Mbps internet, along with 230+ TV channels 📺(Sports bundle) Including, TNT Sports, and 2 additional set up box. And Weekend Chatter landline services. And Weekend Chatter landline services||Customer declined|| Proceed to 30 days BAU cancellation as the customer requested. BE: Bill Bill Billing Due Amount Run Date Date 1 315.37 18/07/26 7/08/26 JULY 13, 2026 EBB CID: 37bf39c3-66d7-4db9-9bae-8201f321039d Account number: 8346857-02 Identity of the chatter: AH Name of the chatter: MR DAVID BELL DPA STATUS: PASSED DPA TIME STAMP: 13-07-26 09:09:36 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 39630323 QUERY : Want Essential Broadband Plus package RESOLUTION: Processed new package Essential Broadband Plus BE: Bill Bill Billing Due Amount Run Date Date 1 8.58 30/07/26 17/08/26 2 20.00 29/08/26 16/09/26 The customer requested to switch to a social tariff and selected the Essential Broadband Plus package at £20 per month. The agent verified the customer's identity and confirmed contact details. The agent processed the package change, explaining speed specifications (52–55 Mbps download, 5–5 Mbps upload, 27 Mbps minimum). Pre-contract documentation was sent via email and SMS, and the customer confirmed receipt. The agent arranged for future communications in large print at 24pt on white paper to accommodate accessibility needs. The new package was activated within 24 hours with a 30-day minimum term. DISCO *********HYBRID MESSAGING********* >>CID: 18bbc712-cec9-4c2b-9b5b-fe18e0d27d56 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS KATERINA EUSTACE >>OLD ACC #: 9070224-02 >>DPA STATUS: PASSED >>DPA TIME STAMP: 13-07-26 09:30:22 >>QUERY: Customer want to cancel due to moving house >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 31/07/2026 >>DISCO REASON: CD >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>BE: Bill Bill Billing Due Amount Run Date Date 1 63.62 23/07/26 10/08/26 >>WO: 37848217 >>SUMMARY: The customer requested cancellation of broadband and internet services due to permanent relocation outside the country, with a move-out date of 31 July 2026. An early termination fee of £53.53 was applied, with a final bill of £63.62 to be collected via Direct Debit on 10 August 2026. Equipment return packaging will be sent to the customer's current address within 7 days. Internet service will remain active until disconnection. A confirmation email with next steps will be sent to the customer. RETENTIONS CID: b43233fe-bbed-4a7f-aa7b-def430e650c3 Account number: 916116501 Identity of the chatter: AH Name of the chatter: MR PAUL TAYLOR DPA STATUS: PASSED DPA TIME STAMP: 13-07-26 09:53:49 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: Customer want to cancel the account due to internet issue encountered, while checking the account I can see that there is an existing non payment disconnection that stopping us for be able to cancel the account, however at the cancellation scripts the customer become unresponsive|| customer went idle||NFAT BE: N/A The customer requested cancellation of Virgin Media services due to poor service and unresolved issues. The customer declined an offer review. The agent presented two disconnection options: One Touch Switch or 30 days' notice. The conversation ended without resolution as the customer did not respond to follow-up inquiries. RETENTIONS SALE CID: 03359a20-cdb5-44f8-a671-8567b240d460 Account number: 603559702 Identity of the chatter: AH Name of the chatter: MR TU BUI DPA STATUS: PASSED DPA TIME STAMP: 13-07-26 10:25:28 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 24006095 QUERY : Looking to cancel the services RESOLUTION: Provide an offer for renewal for a total of £38.99 per month on a 24‑month contract, you'd receive 1130Mbps broadband services including Netflix standard with ads|| ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 33.60 17/07/26 3/08/26 2 38.99 18/08/26 3/09/26 The customer requested cancellation after finding a cheaper alternative. The agent presented two broadband package options. The customer selected Option 2: Volt 1GB Broadband at £38.99 per month on a 24-month contract (rising to £89.99 post-promotion), with £4 increases in April 2027 and 2028. The previous contract was cancelled and replaced. Contract documentation was sent via email and SMS; the customer confirmed receipt and approval. The order was completed with a work order number provided. The first bill on 3 August 2026 will be £33.60 (including pro-rata charges), then £38.99 from 3 September 2026. The agent noted potential brief service interruption and advised that 30 days' notice is required for future modifications. RETENTIONS CID: 4d3b7e0f-1835-4149-a283-beb318eac9d8 Account number: 26615002 Identity of the chatter: AH Name of the chatter: MRS CHRISTINE MCKENNA DPA STATUS: PASSED DPA TIME STAMP: 13-07-26 10:32:01 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 51321150 QUERY : Looking to cancel RESOLUTION: Offer 2 options but the customer decline and still want to cancel the service and choose to cancel within 30 days. BE: Bill Bill Billing Due Amount Run Date Date 1 20.29 21/07/26 12/08/26 The customer requested cancellation of their Virgin Media package due to persistent broadband speed issues that remained unresolved after support line testing. The agent offered alternative packages but the customer declined. The customer chose a 30-day notice period for disconnection effective 12 August 2026. The agent confirmed the cancellation with a final bill of £20.99 due on the same date and provided instructions for equipment return via pre-paid packaging with a potential £160 replacement charge if items are not returned. The customer will receive an email with disconnection details. M&T *********HYBRID MESSAGING********* >>CID:4d3b7e0f-1835-4149-a283-beb318eac9d8 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS HARDIKA PATEL >>OLD ACC #: 343720602 >>DPA STATUS: PASSED >>DPA TIME STAMP:13-07-26 11:23:12 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: FLAT ABOVE, 1029B LONDON ROAD, THORNTON HEATH CR7 6JF >>NEW ADDRESS: 46 MALVERN ROAD THORNTON HEATH CR7 7LQ >>NEW ACCOUNT #: 327297701 >>INSTALL DATE: 04/08/2026 >>DISCO DATE: 03/08/2026 >>CONTRACT: New Contract >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: 76951370 >>BE: BE: NEW ADDRESS BE: Opt Bill Bill Billing Due Amount Run Date Date 7 1 76.60 8/08/26 28/08/26 6 2 32.00 10/09/26 30/09/26 OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 10.66- 6/08/26 7/09/26 >>SUMMARY: DISCO *********HYBRID MESSAGING********* >>CID:14634c90-c2ca-405f-9c3c-6753bc2d18cb >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR JAYVEE PALACPAC >>OLD ACC #: 724447111 >>DPA STATUS: PASSED >>DPA TIME STAMP: 13-07-26 11:40:36 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 12/08/2026 >>DISCO REASON: CT >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: 39631618 >>BE: NO BE SHOWING >>SUMMARY: The customer requested cancellation of their Virgin Media contract at their previous address following a house move. The agent confirmed the disconnection date as 12 August 2026 with a final bill of £49.50 due 21 July 2026. The agent confirmed no cancellation fees apply and explained that equipment must be returned via pre-paid packaging within 10 days of disconnection, or a £65 replacement charge applies. The return packaging will be sent to the customer's new address. The agent will send cancellation confirmation and disconnection details via email within 24 hours. Any refund will be processed within 45 days of disconnection, and the direct debit will be cancelled automatically. RETENTIONS CID: 32222942-d2e8-4939-86b6-7f49935660ef Account number: 4115312 Identity of the chatter: AH Name of the chatter: SIMON DPA STATUS: PASSED DPA TIME STAMP: 13-07-26 14:23:23 Contact number update status: Verified/NO Email address status: Verified/NO CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: Customer on intro went idle||NFAT BE: N/A The agent greeted the customer and stated they would review previously shared details. The agent then attempted to confirm they were speaking with the account holder but did not receive a response. After multiple check-ins over fourteen minutes, the agent ended the chat due to no customer response and invited the customer to rejoin and complete a support survey. RETENTIONS CID: ec399df5-488b-448e-8885-ccf2927964ba Account number: 703327102 Identity of the chatter: AH Name of the chatter: MR SIMON GRIFFIN DPA STATUS: PASSED DPA TIME STAMP: 13-07-26 14:48:34 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: During presentation customer went idle||NFAT BE: N/A The customer initiated contact to cancel their service, citing higher costs than competitors. The agent offered to review the account and present alternative offers. The agent gathered details about viewing preferences (mix of live and streaming), required channels (TNT and Sky Sports), and confirmed retention of Virgin Media HomeWorks add-on. The agent inquired about household internet usage (multiple devices including smart home equipment) and a family member's mobile provider to explore bundled options. The conversation ended without resolution when the customer did not respond to a follow-up question about mobile tariff details. DISCO *********HYBRID MESSAGING********* >>CID: 7f8536dc-a59c-4e87-aaa8-1e1b1776da29 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR GEORGE COUSINS >>OLD ACC #: 777558813 >>DPA STATUS: PASSED >>DPA TIME STAMP: 13-07-26 16:02:51 >>QUERY: Customer want to cancel due to customer is student who’s tenancy has ended at the property and I need to cancel the contract >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 14/07/2026 >>DISCO REASON: MM >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO:37851419 >>BE: Bill Bill Billing Due Amount Run Date Date 1 46.42 14/07/26 10/08/26 >>SUMMARY: NEW ACQUI 25200acf-bada-45ec-b5ad-25421efa4e2e Maddy 43 LEIGHTON STREET SOUTH SHIELDS NE33 3BT The customer enquired about a broadband and television bundle, specifically asking whether it included a television box and broadband. The agent requested address details to progress with the enquiry. The customer did not respond to this request. After multiple check-in attempts, the agent ended the chat due to inactivity and invited the customer to complete a support survey. £52.99 Gig1 Fibre Broadband RS1001905535 : DISCO *********HYBRID MESSAGING********* >>CID: 321ca79a-de3a-4d2f-9613-5bf2521b2a7e >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR JOYDIP GHOSH >>OLD ACC #: 7407775-05 >>DPA STATUS: PASSED >>DPA TIME STAMP: 13-07-26 17:13:36 >>QUERY: Customer want to transfer the service >>RESOLUTION: Upon checking the account, as per the notes the address is nonserve >>DISCO REASON: >>CONTACT NUMBER UPDATE STATUS: Verified/No >>EMAIL ADDRESS STATUS: Verified/No >>CJM: C-1307267081 >>SUMMARY: JULY 14, 2026 RETENTIONS CID: 6346ba5a-c028-4a2f-852f-b7bf80477d3f Account number: 793612001 Identity of the chatter: AH Name of the chatter: MR MARK AYLOTT DPA STATUS: PASSED DPA TIME STAMP: 14-07-26 09:08:03 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : customer had an offer of renewing in the account which he can not find now RESOLUTION: after the presentation of the offer the customer become unresponsive||Customer went idle ||NFAT BE: N/A The customer sought assistance locating a renewal offer previously visible in their account and questioned an unexpected £116 charge in the current billing month. The agent presented two renewal options at £109.12 and £114.12 per month respectively, both on 24-month contracts with broadband, television, and additional services. The customer declined the offers and stated they would contact cancellations via phone. The agent requested the chat be sent by email but received no further response. *********HYBRID MESSAGING********* >>CID: 00e8bfac-c55f-4388-901c-e04747a7c2c7 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS SHANNON JOHNSTONE >>OLD ACC #: 4910719-05 >>DPA STATUS: PASSED >>DPA TIME STAMP: 14-07-26 09:49:15 >>QUERY: The Customer contacted support because their internet service had not turned on after moving home, despite being scheduled to. >>RESOLUTION: While chatting with me the customer stated that she had a phone call with virgin media and need to end the chat|| Customer become unresponsive|| NFAT >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>SUMMARY: *********HYBRID MESSAGING********* >>CID: a17b92e1-82cc-48b1-acf9-1d5406627619 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS LYNDSEY SHORE >>OLD ACC #: 106523603 >>DPA STATUS: PASSED >>DPA TIME STAMP: 14-07-26 10:12:58 >>QUERY: The customer contacted support because their internet had not turned on after moving home >>RESOLUTION: Customer intro idle|| NFAT >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>SUMMARY: The customer reported that their internet service was not working following a house move, despite having contacted support the previous day and being told the issue was resolved. The agent acknowledged the issue and requested the customer's new address. The conversation ended without resolution after the customer became unresponsive; the agent attempted to reconnect multiple times before closing the chat. RETENTIONS CID: d4e8bc04-4db1-4516-8e96-dbd1388556c3 Account number: 213866801 Identity of the chatter: TP Name of the chatter: Sheila Harrison DPA STATUS: PASSED DPA TIME STAMP: FAILED Contact number update status: Verified/NO Email address status: Verified/NO CJM : C-1407262521 WO: N/A QUERY : Looking to cancel RESOLUTION: The customer requested account cancellation for an account registered under a different name. The customer explained they administer the account on behalf of a charity and provided contact information. The agent requested security verification to access the account, which the customer could not provide. The customer stated the direct debit had been cancelled and requested any outstanding balance be sent to the charity. The agent raised a case with a reference number and confirmed the customer would receive contact within 24–48 hours. BE: N/A RETENTIONS CID: c0a8af6e-c4b7-492e-a93a-3334add382db Account number: 895435901 Identity of the chatter: AH Name of the chatter: MR JAMES MAXWORTHY DPA STATUS: PASSED DPA TIME STAMP: 14-07-26 12:21:43 Contact number update status: Updated Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Customer is unresponsive on intro scripts||NFAT BE: N/A The agent greeted the customer and confirmed security checks had been completed. The agent identified that the customer wanted to reduce their monthly cost and offered to review the account for updated offers. The customer did not respond to follow-up messages. The agent ended the chat due to inactivity and invited the customer to rejoin and complete a support survey. NEW ACQUI NON SALE 2d1314a1-a39a-4319-905a-e1049ccfb11a ALFIN 8 FIELDERS CRESCENT BARKING IG11 0BG The customer enquired about broadband services and expressed interest in joining after relocating to a new address. The customer requested a callback within an hour and provided contact information. An agent reviewed the customer's details and initiated the verification process by requesting the postcode and house or flat number. The customer provided their postcode, and the agent requested full address confirmation. The conversation ended without resolution due to customer inactivity. NEW ACQUI 99c66497-f348-4f7d-a965-b28bcc317897 Natasha 6 SEYMOUR WALK LONDON SW10 9NF The customer enquired about broadband services and expressed interest in joining. The customer provided their contact information to the system. The agent greeted the customer and acknowledged the details shared, then requested the customer's postcode and property identifier. After a prolonged period of inactivity, the agent attempted to reconnect but received no response. The agent ended the chat and invited the customer to rejoin when available. NEW ACQUI NON SALE Fiona 702bb386-5f5c-4771-835f-f3eecd5bc952 Sg1 1rb house number 3 The customer enquired about broadband and television package offers, specifically Gig2 fibre broadband. The customer confirmed they were switching from another provider and required engineer installation due to existing cabling being removed from their property. The agent presented the Gig2 Fibre Broadband plus Netflix and Flex package at £56.99 per month for 24 months with no setup fee. The customer declined the optional O2 SIM bundle. The agent confirmed engineer installation was available with a £30 installation fee on the first bill, taking 7–14 working days. The customer agreed to proceed. The conversation ended without order completion as the customer became unresponsive. RETENTIONS CID: 2b0f4c23-150d-4193-ad4f-3208eec8dd64 Account number: 322658502 Identity of the chatter: AH Name of the chatter: MISS CLAIRE MCCARTHY DPA STATUS: PASSED DPA TIME STAMP: 14-07-26 16:24:13 Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: N/A QUERY : Looking to cancel the account RESOLUTION: Customer is unresponsive|| NFAT BE: N/A The customer initiated contact. The agent reviewed account details and offered to present an offer, proposing to review the account for updated offers that might better suit the customer's needs. The customer did not respond to follow-up messages. The agent ended the chat due to lack of response and requested the customer complete a support survey. RETENTIONS CID: 148948b1-ef74-40e6-a9ec-805e98868834 Account number: 738014701 Identity of the chatter: AH Name of the chatter: MRS MARIA MCCARTHY DPA STATUS: PASSED DPA TIME STAMP: 14-07-26 17:04:50 Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: The customer requested to cancel Virgin Media services due to high costs. The agent confirmed the contract had expired and no longer included discounts. The customer declined alternative package offers. The agent presented two disconnection options; the customer chose One Touch Switch, where the new provider initiates the switch and services cease upon installation. The agent will send an email confirming disconnection details. Virgin Media equipment must be returned via pre-paid Collect+ packaging within 10 days or a £65 replacement charge may apply. Any applicable credits will be refunded within 45 days. The customer's O2 SIM will remain active. BE: N/A The customer requested to cancel Virgin Media services due to high costs. The agent confirmed the contract had expired and no longer included discounts. The customer declined alternative package offers. The agent presented two disconnection options; the customer chose One Touch Switch, where the new provider initiates the switch and services cease upon installation. The agent will send an email confirming disconnection details. Virgin Media equipment must be returned via pre-paid Collect+ packaging within 10 days or a £65 replacement charge may apply. Any applicable credits will be refunded within 45 days. The customer's O2 SIM will remain active. JULY 15, 2026 *********HYBRID MESSAGING********* >>CID: 718dc18e-c08f-41f9-816b-93a73cbf74c3 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR JOSHUA BULLEN >>OLD ACC #: 9355571-01 >>DPA STATUS: PASSED >>DPA TIME STAMP: 15-07-26 09:09:17 >>QUERY: I have moved from 56 Wellington Street to 42 Field Lane and my internet was due to be up and running yesterday. However, when I connected everything yesterday it was finding my router which I took with me, but the internet was not working. When I logged into the virgin app today it’s saying account closed. >>RESOLUTION: Upon checking the notes of previous advisor I see that the installation date is on 17/07/2026 || the customer become unresponsive||NFAT >>CONTACT NUMBER UPDATE STATUS: Verified/NO >>EMAIL ADDRESS STATUS: Verified/NO >>CJM:N\A ======================================================== >>EWO: N/A >>BE: N/A ======================================================== >>SUMMARY: NEW ACQUI b9fc708e-37fb-49be-bb9a-8c3fb6634348 SOFIA 86 Abercarn Close, M8 9AL Abercarn Close The customer enquired about home broadband packages within a budget of £20–24 per month. The agent gathered address details and confirmed the customer was new to the provider. The agent recommended the M125 Broadband package at £23.99 per month for 24 months with 132 Mbps download speeds, or a Supercharged package with O2 SIM at £28.99 per month. The customer requested time to consult a family member, who asked for a customer service phone number. The agent provided an order link and encouraged proceeding online. The agent requested the customer complete a feedback survey. RETENTIONS CID: 21314ab4-ce3a-4812-9a8d-0b6a0ea483a8 Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: 15-07-26 09:56:41 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: BE: N/A DISCO *********HYBRID MESSAGING********* >>CID: ad3bb7ef-e166-4d08-af16-9fe7e41ef7a4 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS LUCY DEANS >>OLD ACC #: 822020102 >>DPA STATUS: PASSED >>DPA TIME STAMP: 15-07-26 10:16:30 >>QUERY: Customer want to cancel due to have moved in with family >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 14/08/2026 >>DISCO REASON: CD >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>EWO:16329344 >>BE:Bill Bill Billing Due Amount Run Date Date 1 89.12 4/08/26 24/08/26 ======================================================== >>SUMMARY: The customer requested disconnection from their broadband service. The agent presented two alternative offers (£33 and £35 per month), which the customer declined. The customer indicated the account needed to be transferred to another household member due to relocation. The agent explained this would require account cancellation and a new contract. The customer confirmed disconnection. The agent provided equipment return instructions with a £65 charge for unreturned items and confirmed disconnection for 14 August 2026 with a final bill of £89.12 due 24 August 2026. The customer noted unavailability in late July and August, planning to return equipment in September. Email access will remain available for 90 days post-disconnection. RETENTIONS CID: 32d611d3-2ac3-44b8-adfe-b86a4f9eb67f Account number: 912602401 Identity of the chatter: AH Name of the chatter: MR SHAUN FORTH DPA STATUS: PASSED DPA TIME STAMP: 15-07-26 11:19:33 Contact number update status: Updated Email address status: Verified CJM :N/A WO: N/A QUERY : Customer requested to cancel the newly ordered package due to competitors offer RESOLUTION: Processed cancellation BE: N/A The customer requested cancellation of a Virgin Media order after another provider matched the price. The agent offered a £50 credit towards the first bill as an alternative, but the customer declined. The agent processed the cancellation and confirmed the customer would receive an email with cancellation details and next steps. RETENTIONS CID: d72d04bc-0ebf-4ff5-8150-613d66b7ccac Account number: 54234203 Identity of the chatter: AH Name of the chatter: MR JOSEPH CLAPHAM DPA STATUS: PASSED DPA TIME STAMP: 15-07-26 11:40:50 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel the account RESOLUTION: Provide the most affordable offer but the customer still wanted to disconnect the account due to competitor's offer discounts could not match|| Proceed with OTS as customer requested BE: N/A RETENTIONS CID: 95fbc243-6bb2-40c1-bf53-f8955ad69ae8 Account number: 54877506 Identity of the chatter: AH Name of the chatter: MISS VIORELA GEORGESCU DPA STATUS: PASSED DPA TIME STAMP: 15-07-26 14:14:30 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking for a better deal, Not interested in TV or landline RESOLUTION: Customer is unresponsive||NFAT BE: N/A EBB CID: 7288f405-cc03-44f4-9240-fb41b8277d57 Account number: 911383309 Identity of the chatter: AH Name of the chatter: MR VITOR MESTRE DPA STATUS: PASSED DPA TIME STAMP: 15-07-26 16:51:31 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 69867450 QUERY : Looking essential Broadband RESOLUTION: Processed new package which is Essential Broadband BE: Bill Bill Billing Due Amount Run Date Date 1 98.65 23/07/26 12/08/26 2 12.50 21/08/26 10/09/26 The customer requested to change their broadband package to an Essential Broadband service. The agent processed the package change to Essential Broadband at £12.50 per month, with activation within 24 hours. The agent provided information about estimated download and upload speeds, minimum speed guarantees, and contract exit rights. The customer had an outstanding account balance; the agent requested payment and the customer agreed to pay half of it. The agent collected payment details to process the payment. The agent confirmed that WiFi pods would be removed with the package change and arranged for prepaid return packaging to be sent within 10 days, with instructions to return equipment to a local collection point. The agent sent pre-contract documentation to the customer's email address and confirmed receipt. The agent provided a work order number and confirmed the order was complete. HIGH SPEED DATA SERVICES 67.00 Authorised - AUTH CODE: 015963 DISCO *********HYBRID MESSAGING********* >>CID: 7288f405-cc03-44f4-9240-fb41b8277d57 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS KATIE ATHERTON >>OLD ACC #: 111584902 >>DPA STATUS: PASSED >>DPA TIME STAMP: 15-07-26 17:30:22 >>QUERY: Customer want to cancel due to moving in with partner >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 20/07/2026 >>DISCO REASON: CD >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 51330669 >>BE: Bill Bill Billing Due Amount Run Date Date 1 1.93 21/07/26 12/08/26 ======================================================== >>SUMMARY: The customer requested to cancel broadband services due to a permanent house move, effective 20 July 2026. The agent confirmed an early disconnection notice fee of £25.73 and a final bill of £1.93 to be collected via Direct Debit on 12 August 2026. The customer was advised to dispose of equipment at a recycling facility using a provided link or by contacting the team via SMS. The agent confirmed email access would remain available for 90 days after disconnection and that a confirmation email with disconnection details would be sent. chat 1 new acqui EBB **************************CONVERGE MESSAGING************************* CID: 0a52235c-c6bd-49ad-8fa6-b2473ea7b644 Customer Name: Steven OTS : N/A Order Package: ESSENTIAL BROADBAND Order Number: N/A SOR Number: N/A O2 Order Reference ID: N/A SIM Package: N/A BE Screen: N/A RESOLUTION: UNRESPONSIVE CHAT 2 RETENTIONS SALE CID: de558c48-204d-4800-81da-4a0f90c7bf10 Account number: 45835905 Identity of the chatter: AH Name of the chatter: MR LEE BOLTON DPA STATUS: PASSED DPA TIME STAMP: 16-07-26 09:26:32 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 51332253 QUERY : Looking to reduce the cost of services RESOLUTION: Offer for £72 a month on a 24‑month contract you'll get 516 Mbps broadband, Mega TV 200+ channels, Including TNT Sports, Sky Sports in HD (Netflix standard with Ads) plus 1 additional set up box|| ACCEPTED ======================================================= BE: Bill Bill Billing Due Amount Run Date Date 1 9.99- 23/07/26 17/08/26 2 72.00 21/08/26 16/09/26 ======================================================= RETENTIONS DISCO CID: d9633efa-4b4c-46f6-b3e4-5e75fa3caf2c Account number: 718886704 Identity of the chatter: AH Name of the chatter: MR ALPHA SOW DPA STATUS: PASSED DPA TIME STAMP: 16-07-26 10:28:51 Contact number update status: Verified/NO Email address status: Verified/NO CJM :N/A WO: 37868462 QUERY : Looking to cancel RESOLUTION: Offered For just a total of £35 per month on an 24-month contract, enjoy 1130 Mbps ||DECLINE|| Proceed to 30 days cancellation ======================================================== BE: Bill Bill Billing Due Amount Run Date Date 1 5.56 13/08/26 2/09/26 ======================================================== ======================================================= RS1001912254 MRS SUSAN SHARP £29.99 m500 3365685-01 7d850648-5336-4b52-81d0-e50476239d81 ======================================================== RETENTIONS CID: 077bdcda-45b0-4742-bd1d-3711a63b71ea Account number: 9379304-03 Identity of the chatter: AH Name of the chatter: MRS MALGORZATA BORKOWSKA DPA STATUS: PASSED DPA TIME STAMP: 16-07-26 11:37:09 Contact number update status: Verified Email address status: Verified CJM :N/A QUERY : Looking to reduce the cost of services RESOLUTION: Provide 2 offers but the customer do not want to renew the contract||Apply 30 days cancellation ======================================================== WO: 39426177 BE: ill Bill Billing Due Amount Run Date Date 1 13.34 5/08/26 24/08/26 ======================================================== M&T *********HYBRID MESSAGING********* >>CID: 3e98bc98-545b-457e-b7b0-3597e06cf910 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR JOHN PAGE >>OLD ACC #: 6430237-02 >>DPA STATUS: PASSED >>DPA TIME STAMP: 16-07-26 12:26:32 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 11 CARDINE CLOSE, SITTINGBOURNE ME10 2HY >>NEW ADDRESS: 4 MARIGOLD DRIVE SITTINGBOURNE ME10 4BZ >>NEW ACCOUNT #: 6430237-02 >>INSTALL DATE: 07/08/2026 (8Am - 1Pm) >>DISCO DATE: 31/07/2026 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 77772506 >>BE: NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 83.32 8/08/26 28/08/26 2 50.00 10/09/26 30/09/26 OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 25.00- 1/08/26 5/08/26 ======================================================== The customer requested to move services to a new property with installation on 07/08/2026 (morning) and disconnection from the old address on 31/07/2026. The agent confirmed the Starter Bundle package would continue at the current rate. The customer declined an upgrade offer and chose to retain the multi-room service to avoid losing discounts. The agent advised contacting after activation regarding WiFi boosters and cable installation. Pending payment of £50 is due on 05/08/2026, with the first bill at the new address being £58.32 (after credit deduction) on 28/08/2026. The agent provided online bill management information and shared contact details with a referral programme partner. RETENTIONS CID: 03310752-d908-4863-89ab-e634035957ba Account number: 771782703 Identity of the chatter: AH Name of the chatter: MISS NICOLE OTIGBAH DPA STATUS: PASSED DPA TIME STAMP: 16-07-26 16:39:44 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A QUERY : Looking to reduce the cost of services RESOLUTION: Accept offer for just £28/Month on a new 24 months||ACCEPTED ======================================================== WO: 37871725 BE: Bill Billing Due Amount Run date Date 1 27.80 18/07/26 6/08/26 2 28.00 19/08/26 7/09/26 ======================================================== RETENTIONS CID: a3ee495d-9b2f-a4e7-6e041d81819c Account number: 55052704 Identity of the chatter: AH Name of the chatter: MS SVITA LOI DPA STATUS: PASSED DPA TIME STAMP: 16-07-26 17:45:44 Contact number update status: Verified/NO Email address status: Verified/NO CJM :N/A QUERY : Looking to reduce the cost of services RESOLUTION: Provide 2 options but the customer still want a cheapest offer||Customer requested to leave the account as it is||NFAT ======================================================== WO: N/A BE: N/A ======================================================== RETENTIONS CID: 803e35f6-73c8-42d7-bfee-716e569bb9f7 Account number: 72488003 Identity of the chatter: AH Name of the chatter: Samira DPA STATUS: PASSED DPA TIME STAMP: 17-07-26 09:23:35 Contact number update status: Verified Email address status: Verified CJM :N/A QUERY : Looking to reduce the cost of services RESOLUTION: Provide 2 options but the customer decline due to maximum discount is not aligned within the customer budget ======================================================== WO: N/A BE: N/A ======================================================== The customer enquired about upgrading services and expressed interest in Netflix. The agent gathered information about viewing habits, device usage, and mobile provider details to tailor recommendations. The agent proposed two bundle options at £49 per month and £38 per month respectively, both including internet services. The customer declined both offers, stating that renewing through the app would provide a cheaper alternative. The customer ended the conversation after approximately one hour. The agent directed the customer to proceed with renewal via the app and requested completion of a service survey. DISCO *********HYBRID MESSAGING********* >>CID: b35d8102-1f57-417d-b9e8-31e2dae682b0 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS WINNIE MUSUNGA >>OLD ACC #: 314956008 >>DPA STATUS: PASSED >>DPA TIME STAMP: 17-07-26 10:20:53 >>QUERY: Customer want to cancel due to Leaving the country >>RESOLUTION: Customer Idle intro|| NFAT >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: N/A >>BE:N/A ======================================================== >>SUMMARY: NEW EBB 0f13d781-0c3b-4d32-a5ad-198da03a6513 Nicole The customer enquired about Essential broadband eligibility and provided personal details. The customer confirmed receiving Universal Credit assistance. The agent requested proof of Universal Credit via email, which the customer provided. The agent determined broadband services are not yet available at the customer's address and directed them to register interest online for future notification. The customer questioned the initial availability indication, and the agent explained the automated system sometimes misrepresents coming soon areas as available, apologising for the inconvenience. DISCO *********HYBRID MESSAGING********* >>CID:aafb28ea-85ce-4f6a-a53a-dc5d5c6e6610 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS LINDA ADAMS >>OLD ACC #: 740854201 >>DPA STATUS: PASSED >>DPA TIME STAMP: 17-07-26 10:57:17 >>QUERY: Customer want to cancel due moving out >>RESOLUTION: Customer requested need call to Clarifying all||Unresponsive||NFAT >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A >>SUMMARY: The customer contacted the agent regarding a house move and service cancellation. The customer requested a phone call to clarify the matter. The agent explained that outbound calls were not available through the chat platform and provided an alternative phone number for the customer to call. The customer indicated they were speaking with an agent via phone call. The chat subsequently ended due to no response from the customer. RETENTIONS CID: 18572f7f-312c-45a9-aea5-db11666b758a Account number: 85900802 Identity of the chatter: AH Name of the chatter: MR ADAM BARRETT DPA STATUS: PASSED DPA TIME STAMP: 17-07-26 11:49:23 Contact number update status: Verified Email address status: Verified CJM :N/A QUERY : Inquiry about September bill RESOLUTION: Customer on intro is unresponsive||NFAT WO: N/A BE: N/A NEW ACQUI ab962fd5-716d-4362-8678-254ac3588f4a jamie brown RS1001915166 £26.99 Gig1 Fibre Broadband RETENTIONS CID: 1a786a65-951c-4b22-a288-73892789616a Account number: 230758308 Identity of the chatter: AH Name of the chatter: MR SATWINDER DHAIWAL DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified/NO Email address status: Verified/NO CJM :N/A QUERY : Need assistant for transferring the services RESOLUTION: Customer intro Idle|| NFAT WO: N/A BE: N/A **************************CONVERGE MESSAGING************************* CID: da166d25-02ca-4f67-94b5-4a04664c335b Customer Name: MS KAREN PICKARD Order Package: Essential Broadband Order Number: 25999812 SOR Number: Not Applicable O2 Order Reference ID: Not Applicable SIM Package:Not Applicable BE Screen: Bill Bill Billing Due Amount Run Date Date 1 25.00 20/08/26 9/09/26 2 12.50 22/09/26 12/10/26 Upfront Payment Taken: Not Applicable **************************CONVERGE MESSAGING************************* OTS :Not Applicable SOR Number: Not Applicable O2 Order Reference ID: SIM Package: BE Screen: DISCO *********HYBRID MESSAGING********* >>CID: 8df9b1c1-e6f4-4cbe-9a19-aab2030a342c >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR ALEXANDRU PAUNOIU >>OLD ACC #: 841184101 >>DPA STATUS: PASSED >>DPA TIME STAMP: 17-07-26 16:38:53 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 16/08/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Verified/No >>EMAIL ADDRESS STATUS: Verified/No >>CJM:N\A ======================================================== >>WO: 37877572 >>BE: Bill Bill Billing Due Amount Run Date Date 1 136.17 5/08/26 25/08/26 ======================================================== >>SUMMARY: HIGH SPEED DATA SERVICES 82.00 Authorised - AUTH CODE: 017336 The customer requested cancellation of Virgin Media services due to permanent relocation outside the country with a mid-August move-out date. An outstanding account balance of £81.98 was identified and settled by the customer via payment card. The agent processed the cancellation, confirming service disconnection on 16 August 2026 with an early termination fee of £40.66 and a final bill of £136.17 to be collected via Direct Debit on 25 August 2026. The agent provided information on equipment recycling, confirmed 90-day email access post-disconnection, and advised that Direct Debit would be cancelled automatically. A confirmation email will be sent with disconnection details and next steps. DISCO *********HYBRID MESSAGING********* >>CID: 276a650a-95a5-4e43-89d9-52a5c11ac3ee >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR DYLAN BURCH >>OLD ACC #: 9169424-04 >>DPA STATUS: PASSED >>DPA TIME STAMP: 17-07-26 17:10:08 >>QUERY: Customer want to cancel due to moving out >>RESOLUTION: Customer want to cancel the account without cancellation fee I can see that the early termination fee for 60 days cancellation would be £8.66.||Customer decline the fee and want to contact us back to complete and cancel the account without incurring fees >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO:N/A >>BE: N/A JULY 21, 2026 DISCO *********HYBRID MESSAGING********* >>CID: 57814388-adb5-4069-993d-2091d513c383 >>Identity of the chatter:AH >>NAME OF THE CHATTER: Richard Holmes >>OLD ACC #: 826798405 >>DPA STATUS: PASSED >>DPA TIME STAMP: 21-07-26 08:45:13 >>QUERY: Customer want to cancel due to moving out >>RESOLUTION: Customer intro Idle||NFAT >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N\A >>BE: N/A >>SUMMARY: RETENTIONS CID: 12d80a7c-014f-4a8d-a607-96b4e90a7355 Account number: 21995803 Identity of the chatter: AH Name of the chatter: Sandra DPA STATUS: PASSED DPA TIME STAMP: 21-07-26 09:30:35 Contact number update status: Verified Email address status: Verified CJM : C-210726930 WO: N/A QUERY : Looking to cancel RESOLUTION: The customer requested cancellation of all services, citing dissatisfaction with pricing and service quality, and stated they had already switched to another provider. The agent conducted security verification using billing details and confirmed the customer's account information. The agent explained that a 30-day notice period applies to service disconnections. The customer disputed this requirement, asserting their contract had ended. The agent raised a case for review and confirmed contact preferences. The agent subsequently confirmed TV and broadband disconnection on 30 July, with the landline remaining active pending transfer to the new provider. The customer agreed to close the complaint conditional on services being cancelled on the specified date. BE: N/A M&T *********HYBRID MESSAGING********* >>CID: f764245c-1359-4ffe-bd35-dd1edda2a8bf >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS CHRISTINE MULHOLLAND >>OLD ACC #: 7240479-02 >>DPA STATUS: PASSED >>DPA TIME STAMP: 21-07-26 09:42:05 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 30 NIGHTINGALE CLOSE, BRISTOL, FRAMPTON COTTERELL BS36 2HB >>NEW ADDRESS: 177 BERROW ROAD BURNHAM-ON-SEA TA8 2JE >>NEW ACCOUNT #: 7568851-01 >>INSTALL DATE: 06/08/2026 >>DISCO DATE: 24/07/2026 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 70244545 OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 40.12- 28/07/26 26/08/26 NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 130.97 4/09/26 24/09/26 2 35.50 6/10/26 26/10/26 ======================================================== Account holder DPA Passed M&T *********HYBRID MESSAGING********* >>CID:028e6e0e-706d-4166-8fa0-229a21cfef7d >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR BABAJIDE BABATOPE >>OLD ACC #: 547031607 >>DPA STATUS: PASSED >>DPA TIME STAMP: 21-07-26 11:26:35 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 407 STENSON ROAD, DERBY DE23 1HE >>NEW ADDRESS: 3 THYME CLOSE LITTLEOVER DERBY DE23 2JT >>NEW ACCOUNT #: 477650002 >>INSTALL DATE: 5/08/2026 >>DISCO DATE: 4/08/2026 >>CONTRACT: New Contract >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 70223681 >> NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 124.33 2/09/26 22/09/26 2 40.00 2/10/26 22/10/26 OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 12.54- 4/08/26 19/08/26 ======================================================== Because you are bringing your services to your new address you won't receive a final bill at your current property. I can see on your account that you have a credit of £12.54- which we'll use towards your first bill at the new address. This will be £124.33 due on the 22/09/2026 but we'll deduct your credit so you'll only pay £111.79. This price includes your £35 movers fee. Before we wrap up, here’s a summary of today’s discussion. To make things easier, we recommend saving a copy or taking a screenshot for future reference: Activation Date: 5/08/2026 Disconnection Date (old property): 4/08/2026 Package Details: 1 GIG Broadband and Phone For any issues with your kit installation at the new address, visit this link https://www.virginmedia.com/help/quickstart-set-up or call 0800 064 3287 (8am-8pm, Mon-Fri; 6pm weekends). Please note that call costs may vary. 84903cb0-b9c1-45e9-958f-cc8c6f83918e DAVID PA1 3RT 135 The customer enquired about broadband services and expressed interest in the M125 Broadband package at £23.99 per month on a 24-month contract. The customer is switching from another provider and requested connection on a specific date. The agent confirmed that engineer installation is required, typically taking 7–14 days, with available dates visible during checkout on a first-come, first-served basis. The agent advised booking at the earliest available date to secure the preferred installation slot. The conversation ended without the customer completing the order. Outbound Retain Messaging CID: 6be189b8-dc90-4f57-bd72-be0b58935f72 Account number: 216958601 Identity of the chatter: AH Name of the chatter: MRS LOKAMANYA KOTA DPA STATUS: PASSED DPA TIME STAMP: 21-07-26 13:45:30 Contact number update status: Verified/No Email address status: Verified/No CJM :C-2107263699 WO: N/A QUERY : Looking for £19 broadband deals RESOLUTION: Customer is unresponsive||NFAT BE: N/A f760d92a-ede9-4b42-ab57-4de0d10509a8 david garvey 23 brocklehurst ave Sk102rx 23 The customer enquired about 1 gigabit fibre broadband service at £22.99 per month for 24 months. The agent confirmed the customer's location details. The customer requested a quote via email. The agent stated that email quotes could not be sent due to limited access but advised the customer could process the order using a provided link. After prolonged inactivity, the agent ended the chat and requested feedback via survey. RETENTIONS CID: 177aeace-7e91-482f-8488-b40d6a45e7be Account number: 100289801 Identity of the chatter: AH Name of the chatter: MR THOMAS E BURNS DPA STATUS: PASSED DPA TIME STAMP: 21-07-26 15:29:38 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 62298614 QUERY : Looking to reduce the cost of services RESOLUTION: Offer for a total of £60 per month on a 24‑month contract, you'd receive 264 Mbps broadband, Mega TV 200+ channels, and Weekend Chatter landline service||ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 25.00 1/08/26 24/08/26 2 60.00 1/09/26 22/09/26 RETENTIONS CID: 02db8633-6a27-459b-b78e-1a0d2d113921 Account number: 710517508 Identity of the chatter: AH Name of the chatter: Monika Borkowska DPA STATUS: N/A DPA TIME STAMP: Not yet done Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: N/A QUERY : Looking to cancel the services RESOLUTION: Customer intro idle||NFAT BE: N/A The customer initiated contact regarding homelessness. The agent greeted the customer and requested their full name to proceed with the concern. The conversation stalled due to lack of customer engagement. The agent checked in multiple times but received no further response. The agent ended the chat and invited the customer to rejoin when available and complete a support survey. JULY 22, 2026 RETENTIONS CID: 881d0546-eb4f-47d6-b078-693e1457b64d Account number: 780625701 Identity of the chatter: AH Name of the chatter: MR NIGEL THORNELY DPA STATUS: PASSED DPA TIME STAMP: 22-07-26 08:29:39 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 70232029 QUERY : Looking to reduce the cost of services as I have been offered a far better deal elsewhere RESOLUTION: Offer accepted For £35 a month on a 24‑month contract you'll get 1130 Mbps broadband, perfect for your current usage BE: Bill Bill Billing Due Amount Run Date Date 1 32.84 25/07/26 11/08/26 2 35.00 26/08/26 11/09/26 The customer requested service cancellation after receiving competitive offers elsewhere. The agent presented retention offers, and after negotiation, the customer agreed to upgrade to 1130 Mbps broadband at £35 per month on a 24-month contract with scheduled price increases. The agent sent contract documentation for the customer's review and consent via email and SMS. The customer confirmed receipt and approved proceeding. The agent completed the order with an activation date and provided a work order reference number for the customer's records. RETENTIONS CID: f387b5af-54d4-44b1-9663-1455d3008e7a Account number: 109574601 Identity of the chatter: AH Name of the chatter: MRS JEAN HOPEWELL DPA STATUS: PASSED DPA TIME STAMP: 22-07-26 08:53:12 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 62309940 QUERY : Looking to reduce the cost of services RESOLUTION: Offer accepted for £104 a month on a 24‑month contract you'll get 516 Mbps broadband, Mega TV (plus Netflix with Ads, Sky Sports, Sky Cinema HD and TNT Sports) perfect for your current usage. BE: Bill Bill Billing Due Amount Run Date Date 1 180.40 7/08/26 1/09/26 2 18.74 8/09/26 1/10/26 3 104.00 8/10/26 2/11/26 The customer enquired about service options. The agent gathered information about viewing preferences (live channels, sports including Sky Sports and TNT) and internet usage (two devices). The agent presented revised package options and the customer selected £104 per month on a 24-month contract without landline service. The landline will disconnect on 21/08/2026 with the new contract commencing the following day. The agent processed the order and provided a work order number for reference. The new package includes Sky Sports, Cinema Bundle and TNT Sports. Contract documentation was sent via email and SMS. Three bills with pro-rated charges will be due, after which the monthly amount will return to £104. RETENTIONS CID: fbbd2ede-2853-4c25-b3a5-41f2aa558de3 Account number: 927818301 Identity of the chatter: AH Name of the chatter: MRS DANIELLE SWAN DPA STATUS: PASSED DPA TIME STAMP: 22-07-26 10:14:59 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: The customer requested to cancel their Virgin Media services and switch to a new provider. The agent confirmed the switching request and explained that disconnection would occur once the new provider confirmed installation. Two alternative service offers were presented and declined. The agent provided final billing information, equipment return instructions via pre-paid packaging, and advised that credits would be refunded within 45 days. The disconnection request was processed, and the customer was informed to expect an email with disconnection details. BE: N/A DISCO *********HYBRID MESSAGING********* >>CID: f650c0ec-2be0-46a2-9f4c-f634f46a919f >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS PATRICA ROBINSON >>OLD ACC #: 858742701 >>DPA STATUS: PASSED >>DPA TIME STAMP: 22-07-26 11:14:32 >>QUERY: Customer want to cancel due to MOVING HOUSE >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 10/08/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 39461517 >>BE: Opt Bill Bill Billing Due Amount Run Date Date 1 126.21 12/08/26 1/09/26 ======================================================== >>SUMMARY: DISCO *********HYBRID MESSAGING********* >>CID: d6b57230-6005-452f-9f93-fd5749b50c0c >>Identity of the chatter:AH >>NAME OF THE CHATTER: GREGOR >>OLD ACC #: 816543005 >>DPA STATUS: PASSED| True (bot) >>DPA TIME STAMP: 22-07-26 11:36:39 >>QUERY: Customer want to cancel due to moving house >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 21/08/2026 >>DISCO REASON: CD >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 16339457 >>BE: Bill Bill Billing Due Amount Run Date Date 1 275.29 25/07/26 24/08/26 ======================================================== >>SUMMARY: RETENTIONS CID: b7439bab-57b2-48dc-ba88-efbd006240bb Account number: 308492102 Identity of the chatter: AH Name of the chatter: MR GARY SKEATS DPA STATUS: PASSED DPA TIME STAMP: 22-07-26 14:05:41 Contact number update status: Verified Email address status: Verified CJM : C-2207264277 WO: N/A QUERY : Looking to cancel the service RESOLUTION: The customer reported service failure following a 360 box upgrade, with a non-functional remote despite initial installation success. The agent offered a technical appointment and initiated a complaint case. The customer requested contract cancellation due to service reliability concerns and chose the One Touch Switch process to avoid paying for non-functional service during a 30-day notice period. The agent explained that the new provider would initiate the switch, with services ceasing upon installation completion and no service overlap. Equipment return procedures and pre-paid packaging were outlined. A case reference number was provided. BE: N/A M&T *********HYBRID MESSAGING********* >>CID: b72b4d80-6f0d-4dad-96d7-4475254c255e >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR DYLAN MCDONALD >>OLD ACC #: 1004159-04 >>DPA STATUS: PASSED >>DPA TIME STAMP: 22-07-26 15:46:05 >>QUERY: Customer want to transfer the service >>RESOLUTION: Customer intro Idle|| NFAT >>CURRENT ADDRESS: 5 ERSKINE PLACE, KILMARNOCK KA3 7PE >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N\A >>BE: N\A The customer initiated contact regarding a package delivery and provided contact information, confirming they wished to retain their package. An agent acknowledged the details and stated they would review them. The agent then requested the customer's full name but received no response. After multiple check-in attempts over 21 minutes, the agent ended the chat due to inactivity and invited the customer to rejoin and complete a support survey. RETENTIONS CID: 9716c012-c31c-493b-a17e-84f1f4abfc6e Account number: 128233308 Identity of the chatter: AH Name of the chatter: MR AJO MATHEW DPA STATUS: PASSED DPA TIME STAMP: 22-07-26 16:08:22 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 62310806 QUERY : Looking to reduce the cost of services RESOLUTION: Provide 2 options but the customer still wanted to get the £18 per month for M250 same as for new customer offers||Proceed with 30 days cancellation BE: Bill Bill Billing Due Amount Run Date Date 1 7.45 22/07/26 17/08/26 The customer requested to review renewal offers for their broadband contract. The agent presented two options: £27 per month for 264 Mbps broadband, or £32 per month for 362 Mbps with O2 SIM benefits. The customer declined both offers as they exceeded the £18 per month new customer rate and requested cancellation. The agent processed the cancellation with 30 days' notice, with service ending on 21 August 2026. A final bill of £7.45 will be issued on 17 August 2026. The agent provided equipment disposal guidance and confirmed an email with disconnection details would be sent. RETENTIONS CID: 13ed0a6d-b73e-4c4c-b72c-13fd4782d3da Account number: 810701407 Identity of the chatter: TP Name of the chatter: Araz Ali abdulla DPA STATUS: PASSED DPA TIME STAMP: Not yet done Contact number update status: Verified/No Email address status: Verified\No CJM :N/A WO: N/A QUERY : Looking to get RESOLUTION: BE: N/A JULY 23, 2025 CHAT 1 RETENTIONS SALE CID: d52aa25b-af2c-4c98-ae7f-915803dcaed3 Account number: 650561504 Identity of the chatter: AH Name of the chatter: MR HAI TRAN DPA STATUS: PASSED DPA TIME STAMP: 23-07-26 08:23:49 Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: 24035363 QUERY : Looking to cancel RESOLUTION: Offer accepted for only £22/month, you’ll get 264 Mbps internet. It’s a strong package with the reliability and support you’ve come to expect from us. BE: Bill Bill Billing Due Amount Run Date Date 1 4.46 18/08/26 3/09/26 2 22.00 17/09/26 5/10/26 ============================================= CHAT 2 DISCO *********HYBRID MESSAGING********* >>CID:46be16c9-0a6d-46a1-91ba-a7dbf5354c4f >>Identity of the chatter:AH >>NAME OF THE CHATTER: Lily >>OLD ACC #: 815812516 >>DPA STATUS: FAILED >>DPA TIME STAMP: NOT YET DONE >>QUERY: Customer want to cancel due to house teeny ends on the 31st of July and so no longer live in the house with the Wi-Fi >>RESOLUTION: Customer went idle on DPA process||NFAT >>CONTACT NUMBER UPDATE STATUS: Verified/NO >>EMAIL ADDRESS STATUS: Verified/NO >>CJM:N\A ======================================================== >>WO: N/A >>BE: N/A ======================================================== >>SUMMARY: The customer requested cancellation of their service as their tenancy ends on 31 July and they will no longer reside at the property. The agent initiated a security check but the customer could not provide the required password characters. The agent offered to send an email with account access details. The conversation ended due to customer inactivity after multiple check-ins from the agent. OB RETAIN MESSAGING CID: 5620a4e6-c1e8-4a80-9bb9-1061799b4eb8 Account number: 909462304 Identity of the chatter: AH Name of the chatter: Richard DPA STATUS: PASSED DPA TIME STAMP: Not yet done Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: N/A QUERY : Looking to get a new package RESOLUTION: Customer is unresponsive on DPA process|| NFAT BE: N/A ============================================= The agent initiated contact with the customer regarding account details. The customer stated they had not initiated a query and questioned why they were being contacted. The agent requested account verification information including address and bank account details. The customer provided their address and partial bank account information but declined to provide further security details, citing the process was taking too long. The customer offered an alternative contact method. The agent explained that transactions could only be processed through chat and asked if the customer wished to continue. The customer did not respond to subsequent check-ins, and the agent ended the chat due to inactivity. DISCO *********HYBRID MESSAGING********* >>CID:96c83c5b-2762-4630-968c-484139f7c856 >>Identity of the chatter:AH >>NAME OF THE CHATTER: Jonathan >>OLD ACC #: 220454008 >>DPA STATUS: PASSED >>DPA TIME STAMP: 23-07-26 09:58:21 >>QUERY: Customer want to move the services >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 10/08/2026 >>DISCO REASON: MM >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 76440117 >>BE: Bill Bill Billing Due Amount Run Date Date 1 339.94 12/08/26 11/09/26 ======================================================== >>SUMMARY: The customer requested assistance moving home and transferring services. The agent confirmed the new address is not currently serviced by Virgin Media. An early disconnection fee of £396.58 applies but will be waived upon submission of proof of address within 28 days using accepted documentation. The agent scheduled disconnection for 10 August 2026 with a final bill of £339.94 due 11 September 2026. Equipment packaging will be sent to an alternative address within 7 days; unreturned equipment incurs a £65 charge. The customer retains email access for 90 days post-closure. OB RETAIN MESSAGING CID: 80caf722-d1d2-42a8-af93-bb6e7ddfd05a Account number: 831748203 Identity of the chatter: TP Name of the chatter: Andrzej DPA STATUS: FAILED DPA TIME STAMP: Not yet done Contact number update status: Verified/NO Email address status: Verified/NO CJM :N/A WO: N/A QUERY : Looking for £19 broadband deal RESOLUTION: Customer intro idle|| NFAT BE: N/A ============================================= DISCO *********HYBRID MESSAGING********* >>CID: 5a11ef67-971f-4dac-968f-c59785c7d061 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR DAVID FRANKS >>OLD ACC #: 116508402 >>DPA STATUS: PASSED >>DPA TIME STAMP: 23-07-26 13:14:41 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 22/08/2026 >>DISCO REASON: CF >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 6231238 >>BE: Bill Bill Billing Due Amount Run Date Date 1 5.57 1/08/26 24/08/26 ======================================================== >>SUMMARY: The customer requested cancellation of their Virgin Media contract due to relocating to a property with existing internet access. The agent confirmed the permanent move and processed the disconnection for 22 August 2026, with a final bill of £5.57 charged via direct debit on 24 August 2026. A 30-day notice fee was applied. The agent declined the customer's request to keep the service as a backup connection. Equipment return instructions were provided, including pre-paid packaging and collection point details, with a £90 replacement charge for unreturned items. The customer was informed email access would remain available for 90 days post-closure and the return kit would arrive within 10 days after disconnection. Marketing preferences were noted for removal. RETENTIONS CID: 0fe7484a-4416-49cd-bf06-6de7b4431f1c Account number: 630373701 Identity of the chatter: AH Name of the chatter: MR DANIELE GARRAMONE DPA STATUS: PASSED DPA TIME STAMP: 23-07-26 13:49:20 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 24036587 QUERY : Looking to reduce the cost of services RESOLUTION: offer accepted for only £22/month, you’ll get 264 Mbps internet. It’s a strong package with the reliability and support you’ve come to expect from us. BE: Bill Bill Billing Due Amount Run Date Date 1 2.57 18/08/26 3/09/26 2 22.00 17/09/26 5/10/26 The customer requested a competitive broadband package. The agent offered Volt 250 Broadband at £22 per month on a 24-month contract with price increases of £4 in April 2027 and 2028. Contract documentation was sent and confirmed received. The customer accepted the package, effective 24 July 2026. Billing schedule: £41.43 (3 August 2026), £2.57 (3 September 2026), then £22 monthly from 5 October 2026. Work order number provided. The agent advised of potential brief service interruption and 30-day notice requirement for future modifications. RETENTIONS CID: 054c2d08-f473-41d0-8317-28b3b901dc54 Account number: 616271402 Identity of the chatter: AH Name of the chatter: MISS LOUISE MIDDLETON DPA STATUS: PASSED DPA TIME STAMP: 23-07-26 14:32:22 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: Customer intro idle||NFAT BE: N/A ============================================= SUMMARY: The customer requested cancellation of their subscription due to pricing concerns with cinema channels. The agent offered to review the account for alternative offers but received no response. The chat ended due to customer inactivity, and the agent invited the customer to rejoin and complete a feedback survey. RETENTIONS CID: d461960a-af06-4eb8-8181-2ab1697c8b5c Account number: 51131510 Identity of the chatter: AH Name of the chatter: MRS NATALIE POOLTON-DOVEY DPA STATUS: PASSED DPA TIME STAMP: 23-07-26 15:23:28 Contact number update status: Verified Email address status: Verified CJM :C-2307265226 WO: 42409821 QUERY : Looking to upgrade the services RESOLUTION: Offer accepted (For £28 a month on a 24‑month contract you'll get 362 Mbps upgraded broadband. Perfect for your current usage) BE: Bill Bill Billing Due Amount Run Date Date 1 47.05 7/08/26 2/09/26 2 2.59 9/09/26 2/10/26 3 28.00 8/10/26 2/11/26 ============================================= The customer requested a reduction in their Virgin Media package due to dissatisfaction with service quality and pricing. The agent presented options and the customer accepted £28 per month for 362 Mbps broadband on a 24-month contract, starting 22 August 2026. The customer was informed of price increases of £4 in April 2027 and April 2028. Contract documentation was sent and confirmed received. Flex TV service will disconnect on 22 August 2026. The customer must return Virgin Media equipment using a pre-paid kit within 10 days of disconnection. The customer requested removal of a third party from the account; the agent advised this requires updating account security details online. A formal complaint regarding service and price dissatisfaction was filed. The customer will receive resolution via email within 24-48 hours. RETENTIONS CID: 364754f1-da97-47df-91b4-a5a098c01b01 Account number: 927773801 Identity of the chatter: AH Name of the chatter: MR JOE LOVELL-MCNAMEE DPA STATUS: PASSED DPA TIME STAMP: 23-07-26 15:49:03 Contact number update status: Verified Email address status: Verified CJM : WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Customer intro idle||NFAT BE: N/A ============================================= SUMMARY:The customer initiated contact to cancel their service due to a significant price increase. The customer reported their current payment was approximately £23.50 and objected to a proposed increase to £57.50. The agent offered to review the account for alternative offers and inquired about an active mobile service. The conversation ended without resolution when the customer became unresponsive. The agent closed the chat and requested survey completion. RESCHEDULE *********HYBRID MESSAGING********* >>CID: bb925955-01fb-47a8-b17f-89962250460a >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR TE-HAN YEH >>OLD ACC #: 809683-02 >>DPA STATUS: PASSED >>DPA TIME STAMP: 23-07-26 16:41:25 >>QUERY: Customer want to reschedule the installation at the new address >>RESOLUTION: reschedule work order on 7th of august >>CURRENT ADDRESS: 111 DOWNHILLS WAY, LONDON N17 6AJ >>NEW ADDRESS: 54 CLARENDON ROAD LONDON N15 3JX >>INSTALL DATE: 7/08/2026 >>DISCO DATE: 6/08/2026 >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: N/A >>BE: OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 44.80- 6/08/26 12/08/26 NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 111.20 20/08/26 9/09/26 2 48.00 19/09/26 9/10/26 ======================================================== JULY 24, 2026 RETENTIONS CID: 922ec52d-fa33-4600-9151-967ad0855dcd Account number: 827419104 Identity of the chatter: TP Name of the chatter: Rachel robson DPA STATUS: FAILED DPA TIME STAMP: Not yet done Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: N/A QUERY : Cancelling RESOLUTION: Customer close the chat||NFAT BE: N/A ============================================= The customer requested contract cancellation due to concerns about pricing increases. The agent acknowledged the customer's information and requested identifying details. The customer provided their name in response. No explicit resolution or next steps were confirmed. *********HYBRID MESSAGING********* >>CID: e9985f07-640d-4eb2-a008-a324d3826ff0 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS ALICE MONTAGUE >>OLD ACC #: 6356774-04 >>DPA STATUS: PASSED >>DPA TIME STAMP: 24-07-26 08:46:05 >>QUERY: Customer want to reschedule work order for moving >>RESOLUTION: Proceed with rescheduling the installation at the new address. >>DISCO DATE: 6/07/2026 >>DISCO REASON: 7/08/2026 >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A SUMMARY: The customer requested to reschedule their home move date to 6 August 2026. The agent confirmed the existing move arrangement and adjusted the disconnection date to 6 August with reconnection on 7 August. A billing dispute arose regarding the first bill amount and the moving fee waiver. The agent clarified that the first bill of £42.86 (due 24 September 2026) includes two months of service at £24 per month with a £11.54 credit applied, and confirmed the moving fee was waived. Subsequent monthly bills will be £24. The agent confirmed the package as M125 Broadband and provided a support link and contact number for installation assistance. DISCO *********HYBRID MESSAGING********* >>CID: 8de3df3c-a5f4-4764-8b6b-86faf6779dd0 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR NIAL PEARCE >>OLD ACC #: 572226301 >>DPA STATUS: PASSED >>DPA TIME STAMP: 24-07-26 09:20:38 >>QUERY: Customer want to cancel due to moving in with parents >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 25/07/2026 >>DISCO REASON: CF >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 70251682 >>BE: Bill Bill Billing Due Amount Run Date Date 1 13.26- 25/07/26 27/07/26 ======================================================== >>SUMMARY: RETENTIONS CID: 761ede13-30fc-491e-aca2-dcb2cb47763f Account number: 508879302 Identity of the chatter: AH Name of the chatter: MR GREG CHILTON DPA STATUS: PASSED DPA TIME STAMP: 24-07-26 09:49:27 Contact number update status: Verified Email address status: Verified CJM : C-2407261289 WO: N/A QUERY : Looking to reduce the cost of services or cancel RESOLUTION: Offered the most affordable package but the customer decline and expressed significant frustration||Customer went unresponsive|| Log a compalint BE: N/A ============================================= CID: 8249656d-6c19-487c-8d40-497029322e8c Account number: 616672808 Identity of the chatter: AH Name of the chatter: MISS GAEUL LEE DPA STATUS: PASSED DPA TIME STAMP: 24-07-26 10:25:04 Contact number update status: Verified/NO Email address status: Verified/NO CJM :N/A WO: N/A QUERY : returned equipment already but I want to send the proof of document for early termination fee exemption RESOLUTION: Discuss and provide the alternative options to send the accepted documentation to waive termination fee BE: N/A ============================================= The customer needed to submit proof of a document to waive an early termination fee. The agent provided an email address for document submission. The customer confirmed they would send the document to the specified email address. No further assistance was required. The agent requested the customer complete a service survey. DISCO *********HYBRID MESSAGING********* >>CID: 12bf0fc1-692b-4b05-8427-327a1b28c8dd >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR MATTHEW KREITMAN >>OLD ACC #: 219778610 >>DPA STATUS: PASSED >>DPA TIME STAMP: 24-07-26 10:55:07 >>QUERY: Customer want to move services but new address is unserviceable >>RESOLUTION: proceed with disconnection. >>DISCO DATE: 27/07/2026 >>DISCO REASON: MM >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 76453129 >>BE: Bill Bill Billing Due Amount Run Date Date 1 51.05 28/07/26 24/08/26 ======================================================== >>SUMMARY: The customer requested service cancellation due to moving to an area not covered by the provider. The agent confirmed the address was not serviceable and offered to waive the early disconnection fee of £82.11 upon receipt of proof of the new address within 28 days. The customer agreed to submit a tenancy agreement via email. The agent processed the disconnection for 27 July, with a final bill of £51.05 to be collected via Direct Debit on 24 August. The customer will receive an email containing disconnection details and instructions for document submission. RETENTIONS CID: 46d75e91-7861-4c40-8389-8b4fd50255d3 Account number: 423478401 Identity of the chatter: AH Name of the chatter: MR GARETH MORGAN DPA STATUS: PASSED DPA TIME STAMP: 24-07-26 11:26:32 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services or cancel RESOLUTION: Offer 2 option with the most affordable price but the customer still want to leave as she can get £20 for 900Mbps with other provider ||Proceed with one touch switch process BE: N/A M&T *********HYBRID MESSAGING********* >>CID: aff6dedd-eb57-43d2-b2f9-dee72c1842c3 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS AMRA SHAHEEN >>OLD ACC #: 150948904 >>DPA STATUS: PASSED >>DPA TIME STAMP: 24-07-26 13:09:23 >>QUERY: Customer want to transfer the service >>RESOLUTION:Customer intro Idle|| NFAT >>CURRENT ADDRESS: 14 BEECH WALK, DEWSBURY WF13 2PJ >>CONTRACT: N/A >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A DISCO *********HYBRID MESSAGING********* >>CID: b608584c-f24d-401a-b488-51320f295369 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR ADAM COLLIS >>OLD ACC #: 144034101 >>DPA STATUS: PASSED >>DPA TIME STAMP: 24-07-26 13:30:45 >>QUERY: Customer want to cancel due to new address is unserviceable >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 7/08/2026 >>DISCO REASON: AE >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 62314285 >>BE: Bill Bill Billing Due Amount Run Date Date 1 363.97 1/08/26 24/08/26 ======================================================== >>SUMMARY: The customer requested disconnection of services due to relocating to an area where the provider does not have coverage. The agent confirmed the new address, arranged disconnection for the requested date, and advised that an early disconnection fee would apply but could be waived upon submission of proof of the new address within 28 days. The agent confirmed the final bill amount and explained the equipment return process via pre-paid packaging. The customer will receive an email containing disconnection details and instructions for submitting required documentation to waive the early termination fee. OB RETAIN MESSAGING CID: 3a9e734f-e480-44c5-be47-e8fccc93ce98 Account number: 153425201 Identity of the chatter: AH Name of the chatter: MR ANDREAS KAKAROUKAS DPA STATUS: PASSED DPA TIME STAMP: 24-07-26 14:07:21 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to know the £19 broadband deal RESOLUTION: The agent contacted the customer regarding a pending disconnection and presented two offers: a £19 broadband package with 132Mbps average download speed and 20Mbps average upload speed, or up to £100 bill credit. The customer requested clarification on the connection type, which the agent provided. The customer declined both offers. The agent confirmed no account changes would be made and offered further assistance, but the customer did not respond and the chat ended due to inactivity. BE: N/A *********HYBRID MESSAGING********* >>CID: 42c8f46f-4c09-49df-a1f2-826278712f15 >>Identity of the chatter:AH >>NAME OF THE CHATTER: Saeed khan >>OLD ACC #: 621746203 >>DPA STATUS: PASSED >>DPA TIME STAMP: 24-07-26 14:35:39 >>QUERY: Ive plugged in the new wires into the new house and now waiting for the service to turn on >>RESOLUTION: Customer intro Idle||NFAT >>CONTACT NUMBER UPDATE STATUS: Verified/NO >>EMAIL ADDRESS STATUS: Verified/NO >>CJM:N\A ======================================================== >>WO: N/A >>BE:N/A ======================================================== >>SUMMARY: The customer sought assistance with moving home and connecting new wires at a new property while awaiting service activation. An agent requested the customer's registered address but received no further response. The agent made several check-in attempts before ending the chat due to inactivity and invited the customer to rejoin and complete a support survey. RETENTIONS CID: 61172f38-69b8-4116-be09-c23513ee3ede Account number: 18978502 Identity of the chatter: AH Name of the chatter: MR BRIAN LANCASTER DPA STATUS: PASSED DPA TIME STAMP: 24-07-26 15:24:18 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : was sorting a contract and got cut off can you reconect me please RESOLUTION: Discuss new package applied by the previous advisor|| Customer is unresponsive||NFAT BE: N/A ===================================================== AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. pl66nr 6 laity walk Plymouth Charlotte Rogers JULY 27, 2026 UNRESPONSIVE INQUIRY *********HYBRID MESSAGING********* >>CID:effdceac-d44a-4aee-8ce5-01350eaf5cdb >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS NATALIE HUTCHINSON >>OLD ACC #: 918387605 >>DPA STATUS: PASSED >>DPA TIME STAMP: 27-07-26 09:02:18 >>QUERY: Customer want to transfer the service >>RESOLUTION: CUSTOMER INTRO IDLE||NFAT >>CURRENT ADDRESS: 58 POPLAR ROAD, CLEETHORPES DN35 8BQ >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO:N/A >>BE: N/A The customer sought help with moving house and completed security verification by providing contact details. The agent confirmed understanding of the customer's moving situation. The conversation ended due to customer inactivity, and the agent requested feedback via a support survey. M&T *********HYBRID MESSAGING********* >>CID: 19213838-fccf-4a5e-8bd5-a46d66296428 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR MAREK VISNOVSKY >>OLD ACC #: 6556028-03 >>DPA STATUS: PASSED >>DPA TIME STAMP: 27-07-26 09:16:29 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 167 SNEYD STREET STOKE-ON-TRENT ST6 2NY >>NEW ADDRESS: 2 KELLY GREEN STOKE-ON-TRENT ST6 6RZ >>NEW ACCOUNT #: 4376859-03 >>INSTALL DATE: 29/07/2026 >>DISCO DATE: 28/07/2026 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\Am ======================================================== >>WO: 70350916 >>BE: OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 17.46- 29/07/26 14/08/26 NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 128.33 28/08/26 17/09/26 2 40.28 29/09/26 19/10/26 ======================================================== The customer reported no internet connection at their new property following a house move. The agent confirmed the new address is serviceable by Virgin Media and scheduled service activation for 29 July 2026, with disconnection from the old address on 28 July 2026. The agent explained self-installation is available but advised the customer to contact support on 0800 953 9500 if no socket is present, as an engineer can be dispatched within 48 hours. The M250 fibre broadband package was confirmed with a £20 one-off installation/activation fee. A credit from the old account will be applied to the first bill at the new address. The customer was provided with support contact details and installation assistance resources. CONTRACT ENDS: 3/05/2028 RETENTIONS CID: 43810037-0b6b-40c9-a066-69109abffac2 Account number: 747991101 Identity of the chatter: AH Name of the chatter: MR IVAN SANCHEZ DPA STATUS: PASSED DPA TIME STAMP: 27-07-26 09:29:35 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70268603 QUERY : Looking to cancel RESOLUTION: Already switch with aother provider ||| provide 2 options but the customer decline the offer||CUSTOMER WANT TO GO WITH 30 DAYS CANCELLATION BE: Bill Bill Billing Due Amount Run Date Date 1 13.24- 12/08/26 4/09/26 ============================================= RETENTIONS CID: 0e49ccbd-28aa-457e-872a-ced0e3d1ad63 Account number: 734914101 Identity of the chatter: AH Name of the chatter: MISS RACHEL COCKS DPA STATUS: PASSED DPA TIME STAMP: 27-07-26 09:21:31 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70351766 QUERY : Looking to reduce the cost of services RESOLUTION: Offer 2 options with volt simcard customer accepted the offer M125 Fibre Broadband, same speed you currently have for £22 per month on a new 24 months BE: Bill Bill Billing Due Amount Run Date Date 1 13.25 4/08/26 19/08/26 2 22.00 2/09/26 21/09/26 ============================================= SUMMARY: The customer requested to reduce their broadband package due to affordability concerns and dissatisfaction with pricing. The agent offered the M125 Fibre Broadband at £22 per month on a 24-month contract, with annual price increases of £4 starting April 2027. The agent sent contract documentation via email and SMS; the customer reviewed and approved it. The order was completed with a work order number provided. The agent confirmed the customer's next bill would be £13.25 (including pro-rata charges), followed by £22.00 monthly, with no additional one-off payments. The agent advised of potential brief service interruption during transition and that 30 days' notice is required for future package changes. RETENTIONS CID: ba4a07c7-84f9-42d4-a179-a087eac6f3a6 Account number: 210454004 Identity of the chatter: AH Name of the chatter: sacha wharton DPA STATUS: PASSED DPA TIME STAMP: 27-07-26 09:52:39 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 12345233 QUERY : Looking to reduce the cost of services RESOLUTION: offered Volt 350 with 264 Mbps boosted to 362Mbps. For just £26 per month on a new 24 months of contract|| Customer accepted ============================================= BE: Bill Bill Billing Due Amount Run Date Date 1 6.95 11/08/26 28/08/26 2 26.00 10/09/26 28/09/26 ============================================= The customer requested a package price reduction. The agent offered Volt 350 broadband at £26 per month for 24 months with speeds of 362 Mbps (boosted from 264 Mbps). The customer confirmed retention of their O2 SIM and queried pricing consistency and whether existing equipment could be retained. The agent confirmed the customer could keep their current router and disclosed annual price increases of £4 from April 2027. Contract documentation was sent and confirmed as received. The agent provided speed estimates of 370–384 Mbps download and 36–37 Mbps upload, with a 181 Mbps minimum guarantee. The order was processed with activation on 28 July 2026. First bill: £6.95 on 28 August 2026; subsequent bills: £26.00. The agent advised of potential brief service interruption but confirmed current services would remain active until transition completion within 24 hours. RETENTIONS CID: 29cbefd2-5d38-4504-b55b-588680eaca2d Account number: 16652803 Identity of the chatter: AH Name of the chatter: MRS JULIE LOWE DPA STATUS: PASSED DPA TIME STAMP: 27-07-26 10:49:02 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : want to talk with collections team RESOLUTION: DPA cleared || Advised customer to contact our Collections team||provide telephone number|| NFAT BE: N/A ============================================= The customer sought assistance with a payment extension due to temporary financial hardship from hospitalisation and reduced income. The customer provided their correct residential address after the system displayed an incorrect pre-populated address. The agent verified account details including the last bill amount and confirmed the customer's manual payment arrangement. Following security verification, the agent identified that the customer's contract had expired, leading to higher charges and removed discounts. The customer declined a package review and requested transfer to the payments team regarding potential service restrictions. The agent provided a contact number for the payments team and requested completion of a service survey. *********HYBRID MESSAGING********* >>CID:c9b4884a-f041-40c2-9393-6395b19cc319 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS TEENA JOSE >>OLD ACC #: 9134186-05 >>DPA STATUS: PASSED >>DPA TIME STAMP: 27-07-26 11:08:34 >>QUERY: My services were supposed to restart today but u couldn't install it as there was no socket in my apartment >>RESOLUTION: Provide number to call ||NFAT >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N\A >>BE:N\A >>SUMMARY: ===================================================== RETENTIONS CID: 1f4c61f9-05cc-4fdf-aba2-ef0f058254e3 Account number: 5293193-03 Identity of the chatter: AH Name of the chatter: MR TOM CONSTANTINO DPA STATUS: PASSED DPA TIME STAMP: 27-07-26 11:54:11 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70353665 QUERY : Looking to check available offers RESOLUTION: Accepted offer Gig 1 for £48.94 per month an 24 months contract BE: Bill Bill Billing Due Amount Run Date Date 1 5.53- 26/08/26 11/09/26 2 48.94 25/09/26 12/10/26 ============================================= The customer requested to review renewal offers for broadband service. The agent presented two options: £65 per month for 1130 Mbps or £48.94 per month for 1GIG Fibre Broadband on a 24-month contract with no setup changes. The customer accepted the £48.94 monthly offer. The agent sent contract documentation via email for review and completed the order with a work order number. The customer's bill on 11 August 2026 will be £91.94, followed by a credit of £5.53, then £48.94 monthly from 12 October 2026. The new contract activates on 28 July 2026. STEVE 34 Wensley Ave Shipley Bd183ns AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. EBB CID: 04742428-a3dd-4489-a4f6-17d7a6820859 Account number: 40772104 Identity of the chatter: AH Name of the chatter: MR SALIMKHAN PATHAN DPA STATUS: PASSED DPA TIME STAMP: 27-07-26 14:28:43 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 19011424 QUERY : Looking for essential Broadband RESOLUTION: Customer accepted offer for M250 for just £27/Month on 24 months of contract ==================================================== BE: Bill Bill Billing Due Amount Run Date Date 1 6.14 20/08/26 11/09/26 2 27.00 22/09/26 12/10/26 ==================================================== The customer requested a social tariff broadband package whilst receiving Universal Credit. The agent verified eligibility through the Department of Work and Pensions and confirmed approval. The customer was offered multiple broadband options and inquired about their current service speed (264Mbps). The agent provided M250 pricing at £27/month on a 24-month contract. The customer selected this option. The agent explained the billing structure including a pending payment, an adjustment charge, and subsequent regular payments. Contract documentation was sent via email and SMS for review. The order was completed with a work order number provided. The agent advised of potential brief service interruption and confirmed the service activation date. The customer provided contact information for system updates. RETENTIONS CID: 47026c75-ed83-4277-85f6-91d2b5f01fb8 Account number: 705431703 Identity of the chatter: AH Name of the chatter: MR JAMES BRYAN DPA STATUS: PASSED DPA TIME STAMP: 27-07-26 16:28:34 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Customer become unresponsive on probing scripts|| NFAT BE: N/A ============================================= The customer requested contract cancellation due to unviable pricing. The agent offered to review the account for updated offers and exclusive options. The agent inquired about television viewing preferences and service provider usage to tailor recommendations. The customer declined extras and emphasised cost concerns. The conversation ended without resolution after the customer became unresponsive. RETENTIONS CID: e9340d62-31cc-49ad-8b14-e2adf036d17b Account number: 409768903 Identity of the chatter: AH Name of the chatter: Marzanna DPA STATUS:FAILED DPA TIME STAMP: FAILED Contact number update status: Verified\NO Email address status: Verified\NO CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: DPA FAILED BE: N/A ============================================= RETENTIONS CID: 3d9b1ecb-cc39-498f-8e21-89fc81528153 Account number: 739600801 Identity of the chatter: AH Name of the chatter: MRS AMANDA NICOL DPA STATUS: PASSED DPA TIME STAMP: 27-07-26 17:23:28 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : I had netflix on my account on the previous contract but there was a hacking issue on my account and my netflix was somehow changed. I had been sent a txt to re-activate it after much discussion and lots of different contacts. Unfortunately I had been away so hadn't been able to re-activate it. Then after renewing my contract I tried to use one of the previous links but the code was no longer valid. I have the transcript from my nearly 3 hour chat last week when renewing my contract that clearly states "additional the Netflix Standard with ads for no cost". I was therefore shocked when I was told that netflix is not included in my package and I need to pay BE: N/A ============================================= RESOLUTION: The customer reported that Netflix should be included in their renewed contract based on a previous agent's statement and an activation email received, but the agent confirmed it was not included in the current package. The agent raised a formal complaint case and offered a rolling credit to match the original agreed rate. The customer declined this offer, stating they would not pay the higher rate or sign a contract pending credit approval. The agent escalated to their manager for further review, with contact expected within 24–48 hours. JULY 28, 2026 MOVERS CID: a52453f0-0d53-41df-8576-5cbd97cf4f12 Account number: 849295202 Identity of the chatter: AH Name of the chatter: MS NATALIE HAYES DPA STATUS: PASSED DPA TIME STAMP: 28-07-26 09:08:36 Contact number update status: Verified/NO Email address status: Verified/NO CJM :N/A WO: 16355856 QUERY : Looking socket in new apartment RESOLUTION: Book an appointment for QuickStart man installing BE: N/A ============================================= The customer could not find a wall socket in their new apartment for broadband installation, though the property previously had Virgin service. The agent confirmed the address qualifies for self-installation and offered to send an engineer within 48 hours if no socket was available. The customer requested the earliest appointment. The agent scheduled a complimentary engineer visit for the morning of 29 July 2026 between 8am and 1pm. Email confirmation will be sent within 24 hours. RETENTIONS CID: 85919674-997e-4090-bb16-8543263bf5c8 Account number: Identity of the chatter: AH Name of the chatter: Colin DPA STATUS: PASSED DPA TIME STAMP: Not yet done Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: BE: N/A ============================================= The customer initiated contact and expressed interest in a retention package. The agent greeted the customer and stated they would review previously shared details. The agent requested the customer's registered address but received no response. After multiple check-ins, the agent ended the chat due to inactivity and requested the customer complete a support survey. M&T *********HYBRID MESSAGING********* >>CID: 1e3e8964-9596-40ff-880d-ff7bec24f893 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR SIU-FUNG WON >>OLD ACC #: 831635202 >>DPA STATUS: PASSED >>DPA TIME STAMP: 28-07-26 09:50:27 >>QUERY: Customer want to transfer the service >>RESOLUTION: Already moved the services by the Bot ||INQUIRY ||NFAT >>CURRENT ADDRESS: 16 CUMNOR HILL OXFORD OX2 9HA >>NEW ADDRESS: 24 MAPLE CLOSE OXFORD OX2 9DZ >>NEW ACCOUNT #: 7778455-02 >>INSTALL DATE: 8/08/2026 >>DISCO DATE: 7/08/2026 >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N\A >>BE: N/A ======================================================= The customer contacted support regarding relocating services to a new address. The customer had booked the move online but received an email about a new 24-month contract and wanted to keep their original contract instead. The agent confirmed that no new contract had been processed and the existing package would remain active at the new address. The agent advised the customer to ignore the email regarding the new contract. The customer was satisfied with the resolution. NEW ACQUI 44981913-5cb4-4c1c-9ffe-fbddde449b63 29 Carmichael St, Law, Carluke, ML8 5JF BOBBY EBB CID: 7ae64735-0921-4b17-a49f-3a37f94bcf8b Account number: 1188334-04 Identity of the chatter: AH Name of the chatter: MISS GEORGIA JOINER DPA STATUS: PASSED DPA TIME STAMP: 28-07-26 10:38:35 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 17297281 QUERY : Looking to renew essential broadband RESOLUTION: processed renewal of essential broadband BE: Bill Bill Billing Due Amount Run Date Date 1 33.05 5/08/26 25/08/26 2 12.50 3/09/26 23/09/26 ============================================= The customer requested to renew their Essential Broadband package. The agent verified the customer's identity and processed the renewal of the M15 Essential Broadband package at £12.50 per month with a 30-day minimum contract term. Pre-contract documentation was to be sent to the customer's contact information within 24 hours. The agent provided a work order number and explained that the next bill would be prorated. The new package would be activated within a few hours. The agent directed the customer to a website to manage their account and requested completion of a service survey. DISCO *********HYBRID MESSAGING********* >>CID: efefe903-8756-45b4-aff3-5812c663ce6e >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR PIERATTILI PASSERINI >>OLD ACC #: 736967201 >>DPA STATUS: PASSED >>DPA TIME STAMP:28-07-26 10:59:27 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 12/08/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:C-280726203 ======================================================== >>WO: 24064293 >>BE:Bill Bill Billing Due Amount Run Date Date 1 68.72 15/08/26 14/09/26 ======================================================== >>SUMMARY: The customer requested cancellation of their service due to permanent relocation outside the United Kingdom, scheduled for 12 August 2026. The agent initially advised of an early termination fee of £99.97 applicable to the account. The customer contested this fee, arguing the service could not be supplied at their new location. The agent escalated the matter to management, which approved a waiver of the early termination fee. The agent confirmed the disconnection date, provided a case reference number, and instructed the customer to return equipment via pre-paid packaging to a local collection point. The customer will receive email confirmation of the cancellation and billing details. A bill of £33.87 is due on the disconnection date, with a final bill of £68.72 charged via direct debit after disconnection. Email access will remain available for 90 days following account closure. **************************CONVERGE MESSAGING************************* CID:a276b473-f0a6-4926-b78e-658f00b41ca9 Customer Name: SUSAN OTS : N/A Order Package: Essential Broadband plus with Order Number: 39748116 SOR Number: N/A O2 Order Reference ID: N/A SIM Package: N/A BE Screen: Bill Bill Billing Due Amount Run Date Date 1 40.00 27/08/26 16/09/26 2 20.00 26/09/26 16/10/26 Upfront Payment Taken: N/A - Auth Code:N/A ====================================================== The customer requested to set up broadband with Flex TV service. The agent collected personal, residential, and financial details for account setup and Direct Debit authorisation. The customer consented to email-only marketing communications. A credit check was completed successfully. The service package was confirmed as Essential Broadband plus with Flex on a 30-day rolling contract, with installation scheduled for 4 August. The first payment of £40 is due on 16 September with no activation fee. The agent provided account and work order numbers for future reference and directed the customer to contact the Pre-install team or visit the website to manage the account or track the order. RETENTIONS CID: 4ac36002-611a-4054-b279-45c3b3ca9d2c Account number: 28283004 Identity of the chatter: AH Name of the chatter: MR ANTONY WILSON DPA STATUS: PASSED DPA TIME STAMP: 28-07-26 14:17:24 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Customer intro unresponsive||NFAT BE: N/A ============================================= MOVERS UNRESPNSIVE *********HYBRID MESSAGING********* >>CID: 08178fb8-2b58-4300-92ea-9273c0e760e5 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS NAOVAH HECTUS >>OLD ACC #: 88925109 >>DPA STATUS: PASSED >>DPA TIME STAMP: 28-07-26 14:42:16 >>QUERY: Customer want to transfer the service >>RESOLUTION: Customer intro Idle||NFAT >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: N/A >>BE: N/A ======================================================== The customer sought assistance with moving home and provided contact details. The customer confirmed they were relocating and wished to retain their package. The agent acknowledged the customer's moving situation and conducted security verification. The conversation was not completed as the customer did not respond to the agent's follow-up messages, and the chat was ended. *********HYBRID MESSAGING********* >>CID: b042d1e2-482d-402e-82b4-a016dedc35ad >>Identity of the chatter:AH >>NAME OF THE CHATTER: Oscar brennan >>OLD ACC #: 705039506 >>DPA STATUS: FAILED >>DPA TIME STAMP: FAILED >>QUERY: Customer want to cancel due to moving huse >>RESOLUTION:DPA FAILED||NFAT >>DISCO DATE: N/A >>DISCO REASON: N/A >>CONTACT NUMBER UPDATE STATUS: Verified/NO >>EMAIL ADDRESS STATUS: Verified/NO >>CJM:N\A >>WO: N/A >>BE: N/A >>SUMMARY: The customer requested to cancel their service due to moving out at the end of the month. The agent conducted a security verification process by requesting specific password characters, which did not match account records. The agent sent an email with billing details. The customer's last bill value was £32.50 with a next bill date in late July. After the customer reached the maximum security verification attempts, the agent advised resetting the password online through account settings and instructed the customer to contact again after 24 hours for further assistance with the cancellation request. The chat ended without resolution. *********HYBRID MESSAGING********* >>CID: >>Identity of the chatter:AH >>NAME OF THE CHATTER: >>OLD ACC #: >>DPA STATUS: PASSED >>DPA TIME STAMP: >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: >>NEW ADDRESS: >>NEW ACCOUNT #: >>INSTALL DATE: >>DISCO DATE: >>CONTRACT: Contract continuation/New Contract >>CONTACT NUMBER UPDATE STATUS: Verified/Updated >>EMAIL ADDRESS STATUS: Verified/Updated >>CJM:N\A ======================================================== >>WO: >>BE: ======================================================== *********HYBRID MESSAGING********* >>CID: 867e8dda-8e12-450c-9610-e057d101362d >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR JAMES PARKER >>OLD ACC #: 801344003 >>DPA STATUS: PASSED >>DPA TIME STAMP: 28-07-26 16:08:02 >>QUERY: Customer want to reschedule the move >>RESOLUTION: Proceed to reschedule the installation as the customer requested >>INSTALL DATE: 28/08/2026 >>DISCO DATE: 27/08/2026 >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A ======================================================= The customer requested assistance with rescheduling a house move and service installation. The customer confirmed they had an existing work order that needed to be rearranged due to a delayed completion date. The agent confirmed the customer's new address and arranged for service installation on 28 August, with disconnection from the previous address on 27 August. The agent provided details of the Sports HD Bundle package and shared a link for installation enquiries along with a support phone number. The customer confirmed satisfaction with the arrangements. *********HYBRID MESSAGING********* >>CID: a973a6a2-5df8-4bca-9faf-98c6764c3657 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS TANYA COOPER >>OLD ACC #: 7047115-03 >>DPA STATUS: PASSED >>DPA TIME STAMP: 28-07-26 16:16:14 >>QUERY: Customer want to reschedule moving >>RESOLUTION: Proceed to reschedule the installation at the new address >>CURRENT ADDRESS: 8 CHIPHOUSE ROAD, BRISTOL BS15 4TS >>INSTALL DATE: 7/08/2026 >>DISCO DATE:6/07/2026 >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A =================================================== The customer requested to reschedule their broadband move due to a delayed house move. After confirming the customer's current and new addresses, the agent rescheduled the activation to 7 August 2026 and set the disconnection date for the old address to 6 August 2026. The agent provided a summary of the changes, including the Volt 250 Broadband package details and support contact information for kit installation assistance. The customer confirmed the arrangements were satisfactory. M&T *********HYBRID MESSAGING********* >>CID: 93749671-85ae-4c69-be32-f2491610e54b >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS ROWENA FINN >>OLD ACC #: 2960951-02 >>DPA STATUS: PASSED >>DPA TIME STAMP: 28-07-26 16:42:09 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 37 THE POINT, WAKEFIELD WF2 9SZ >>NEW ADDRESS: 2 HORBURY VIEW OSSETT WF5 0FA >>NEW ACCOUNT #: 3087291-01 >>INSTALL DATE: 13/08/2026 >>DISCO DATE: 12/08/2026 >>CONTRACT: New Contract >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 26060078 >>BE: OLD ADDRESS BE: Bill Bill Billing Due Merged Amount Run Date Date Amount 1 48.00 4/08/26 24/08/26 2 64.00- 13/08/26 24/08/26 16.00- NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 123.40 3/09/26 23/09/26 2 39.00 3/10/26 23/10/26 ======================================================== The customer requested assistance moving home and transferring services to a new address. The agent confirmed the new property was serviceable and explained installation requirements, including potential pre-installation work and the requirement for an adult to be present. The customer was offered an upgraded package at £39 per month for 24 months (Volt 1 Gig Broadband) compared to the current £48 monthly rate. Installation was scheduled for 13 August 2026 in the morning, with service disconnection at the old address on 12 August 2026. A one-off fee of £35 for installation and activation was confirmed. The customer's final bill at the current address will be £48, and the first bill at the new address will be £59.40 after a credit is applied. Contract documentation was sent and approved. The customer requested notification of any earlier installation cancellations. DISCO *********HYBRID MESSAGING********* >>CID: 2c6f684a-1265-4cc8-87ae-7add6381d1ac >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR FRASER MANN >>OLD ACC #: 351320504 >>DPA STATUS: PASSED >>DPA TIME STAMP: 28-07-26 16:56:34 >>QUERY: Customer want to cancel due to >>RESOLUTION: Process 30 days Disconnection >>DISCO DATE: 31/07/2026 >>DISCO REASON: CD >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:C-2807266609 ======================================================== >>WO: 12990024 >>BE: Bill Bill Billing Due Amount Run Date Date 1 105.22 27/08/26 15/09/26 ======================================================== >>SUMMARY: AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. JULY 29, 2026 RETENTIONS CID: fabf08af-52bc-4337-a052-83d824745575 Account number: 504416402 Identity of the chatter: AH Name of the chatter: MISS TRACIE HILL DPA STATUS: PASSED DPA TIME STAMP: 29-07-26 09:10:30 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 48437234 QUERY : Discuss renewal prices RESOLUTION: offer accepted for 1GIG Broadband solus with a cost of £37 per month on new 24months||ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 7.27 7/08/26 1/09/26 2 37.00 9/09/26 1/10/26 ============================================= The customer enquired about broadband renewal pricing. The agent presented two pricing options for 1130 Mbps fibre broadband; the customer selected Option 1 at £37 per month on a 24-month contract. The agent explained that television package changes require contacting the current provider separately. Contract documentation was sent via email and SMS, which the customer confirmed receiving. The order was completed with activation on 30 July 2026. First bill due 1 September 2026 at pro-rata charge, then £37 monthly from 1 October 2026. The agent advised of potential brief service interruption and that future changes require 30 days' notice. DISCO *********HYBRID MESSAGING********* >>CID: 485c2900-0184-4433-bb69-fb74de1abe82 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS JEMMA LAVIN >>OLD ACC #: 333289801 >>DPA STATUS: PASSED >>DPA TIME STAMP: 29-07-26 09:41:50 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE:28/08/2026 >>DISCO REASON: CF >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO:26062551 >>BE:Bill Bill Bill Billing Due Amount Run Date Date 1 533.86 18/08/26 10/09/26 ======================================================== >>SUMMARY: The customer requested cancellation of broadband services due to a permanent house move. The customer cited previous negative experience with service transfer processes involving incorrect billing by another provider. The agent confirmed the permanent relocation and collected address information. An early termination fee of £538.39 was applied due to the account being within contract, along with a 30-day notice fee. Disconnection was scheduled for the customer's move-out date. The agent arranged equipment return via pre-paid packaging and provided return location information. Final billing details were confirmed with Direct Debit collection scheduled. The customer will receive a confirmation email and retain email access for 90 days post-closure. Equipment return kit will be sent within 10 days after disconnection. TS10 3HW , 44 9c15fdb6-b0f8-491f-9479-ac43aa82c864 Stuart The customer initiated contact to inquire about broadband services and expressed interest in joining. The customer provided their postcode during the initial interaction with the system. When transferred to the agent, the agent requested the customer's complete address. The customer requested a callback to discuss service options, citing that they were on a work break. The agent suggested continuing the conversation via chat instead of a phone call. The agent subsequently checked in multiple times due to lack of response from the customer. The chat ended due to inactivity, and the agent invited the customer to rejoin and complete a support survey. RETENTIONS CID: 41290233-5d97-41e1-85ae-2735fde4fe94 Account number: 532073004 Identity of the chatter: AH Name of the chatter: MISS CHERYL ROONEY DPA STATUS: PASSED DPA TIME STAMP: 29-07-26 10:42:48 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70371969 QUERY : Looking to renew Essential Broadband package RESOLUTION: Process renewal for Essential Broadband package BE: Bill Bill Billing Due Amount Run Date Date 1 20.00 12/08/26 1/09/26 2 20.00 12/09/26 30/09/26 ============================================= The customer queried why their bill had doubled whilst on the Essentials plan. The agent processed a renewal of the Essential Broadband package at £20 per month and confirmed the bill would be adjusted with an amended bill to be sent. Pre-contract documentation was sent and the order was completed with a work order number provided. The agent explained the next bill would be prorated and offered to set up a direct debit, but the conversation ended before this could be finalised. RETENTIONS CID: 786679dc-61be-4db9-8a33-52a3131e0029 Account number: 928882701 Identity of the chatter: AH Name of the chatter: MR ROBIN SMITH DPA STATUS: PASSED DPA TIME STAMP: 29-07-26 11:18:06 Contact number update status: Verified Email address status: Verified CJM :C-2907262548 WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Offer (For £29 a month on a 24‑month contract you'll get 1130 Mbps broadband services. Perfect for your current usage) but the customer decline because he want £23 per month for 1 GIG broadband|| Log a complaint for escalation as customer requested BE: N/A ============================================= DISCO *********HYBRID MESSAGING********* >>CID: 25f0972b-1502-4480-9cd9-997ffeba2364 >>Identity of the chatter:AH >>NAME OF THE CHATTER: ZAYAN >>OLD ACC #: 787718601 >>DPA STATUS: FAILED >>DPA TIME STAMP: FAILED >>QUERY: Customer want to cancel due to moving house >>RESOLUTION: DPA FAILED. >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: N/A >>BE: N/A ======================================================== >>SUMMARY: The customer requested to cancel their service due to relocation. The agent attempted account verification through security questions but the customer could not provide the required password characters. Alternative verification was attempted using account details. After reaching maximum security attempts, the agent provided password reset instructions via the online portal and advised retrying after 24 hours. The chat ended due to no customer response. M&T *********HYBRID MESSAGING********* >>CID: bd5b2c83-d48c-42a7-b4a1-ade934067ef8 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS CLAIRE MACLEAN >>OLD ACC #: 213054403 >>DPA STATUS: PASSED >>DPA TIME STAMP: 29-07-26 12:32:40 >>QUERY: Customer want cancel services due to moving house >>RESOLUTION: Customer contacted to consider moving process at the new address and address is self install || customer need to get an engineer to install the services as there is no socket at the new address but need also to install immediately suggest to contact our dedicated team during self install but the customer decline and want to proceed with cancelation >>CURRENT ADDRESS: 27 BONALY AVENUE, EDINBURGH EH13 0ET >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO:N\A >>BE:N/A ======================================================== AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. M&T gone away *********HYBRID MESSAGING********* >>CID: ac58a489-7bb3-4125-9a02-e9c6bd42d330 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR LEO JONES >>OLD ACC #: 46964503 >>DPA STATUS: PASSED >>DPA TIME STAMP: 29-07-26 14:24:19 >>QUERY: Customer want to transfer the service >>RESOLUTION: Submit gone away form >>CURRENT ADDRESS: 10 MARLBOROUGH MEWS STUDLEY B80 7SL >>NEW ADDRESS: 33 ROWLAND AVENUE STUDLEY B80 7QE >>NEW ACCOUNT #: 951278-02 >>INSTALL DATE: 5/08/2026 >>DISCO DATE: 4/08/2026 >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: N/A >>BE: N/A ======================================================== The customer requested assistance with moving home. The agent confirmed the customer's move and collected the new address and installation date. The agent identified an active service at the new address under another customer and explained the resolution process: attempting to contact the current customer or submitting a form for automatic disconnection on the moving day, typically taking 24–48 hours. The customer agreed to proceed. The agent committed to contacting the customer via text message with a link to connect with a representative once resolved, who will explain the outcome and available options. *********HYBRID MESSAGING********* >>CID:ac58a489-7bb3-4125-9a02-e9c6bd42d330 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR LEO JONES >>OLD ACC #: 46964503 >>DPA STATUS: PASSED >>DPA TIME STAMP: 29-07-26 14:24:19 >>QUERY: Customer want to move services >>RESOLUTION: Submit form for goneaway >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: N/A >>BE: N/A ======================================================== >>SUMMARY: The customer requested assistance with moving home. The agent confirmed the customer's move and collected the new address and installation date. The agent identified an active service at the new address under another customer and explained the resolution process: attempting to contact the current customer or submitting a form for automatic disconnection on the moving day, typically taking 24–48 hours. The customer agreed to proceed. The agent committed to contacting the customer via text message with a link to connect with a representative once resolved, who will explain the outcome and available options. DISCO *********HYBRID MESSAGING********* >>CID: da9a6837-0fcc-4b52-9e06-67f920342d43 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS ZI YE >>OLD ACC #: 921617-06 >>DPA STATUS: PASSED >>DPA TIME STAMP: 29-07-26 14:44:19 >>QUERY: Customer want to cancel due to >>RESOLUTION: Submit centre sales referral form as the customer did not want to pay her non pay disconnectcion >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Updated >>CJM:N\A ======================================================== >>WO: N/A >>BE: N/A ======================================================== >>SUMMARY: The customer requested account cancellation after relocating in late June. An outstanding balance of £86.50 restricted the account, preventing immediate cancellation. The customer provided updated contact details and a new address. The agent submitted a disconnection request form and committed to sending email confirmation within 24 to 48 hours. The customer queried whether updating the address would affect the disconnection request; the agent clarified that proceeding with payment and address change would cancel the earlier disconnection request, but resubmitted the disconnection request afterwards. M&T *********HYBRID MESSAGING********* >>CID: 24b7561a-00b0-4020-8403-a1a4519ec195 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR SIKHUMBUZO DLAMINI >>OLD ACC #: 9021839-02 >>DPA STATUS: PASSED >>DPA TIME STAMP: 29-07-26 16:42:04 >>QUERY: Customer want to transfer the service >>RESOLUTION: Submit sales referral form as the new address have a non pay disc work order >>CURRENT ADDRESS: 16 A KITCHENER ROAD ANSTEY LEICESTER LE7 7EA >>NEW ADDRESS: FIRST FLOOR REAR FLAT 188 EAST PARK ROAD LEICESTER LE5 5FD >>NEW ACCOUNT #: 962000805 >>INSTALL DATE: ASAP >>DISCO DATE: ASAP >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: N/A >>BE: N/A ======================================================== The customer requested to transfer their internet service to a new residential address where they had already moved in. The agent verified the new address was serviceable and discovered an active Virgin service under a different account holder. The agent submitted a form to contact the current account holder or arrange automatic disconnection on the moving day to enable the transfer. The agent committed to contacting the customer via text message within 24 to 48 hours with confirmation and further instructions. *********HYBRID MESSAGING********* >>CID: 24b7561a-00b0-4020-8403-a1a4519ec195 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR SIKHUMBUZO DLAMINI >>OLD ACC #: 9021839-02 >>DPA STATUS: PASSED >>DPA TIME STAMP: 29-07-26 16:42:04 >>QUERY: Customer want to transfer the service >>RESOLUTION: Submit sales referral form as the new address have a non pay disc work order >>CURRENT ADDRESS: 16 A KITCHENER ROAD ANSTEY LEICESTER LE7 7EA >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: N/A >>BE: N/A ======================================================== The customer requested to transfer their internet service to a new residential address where they had already moved in. The agent verified the new address was serviceable and discovered an active Virgin service under a different account holder. The agent submitted a form to contact the current account holder or arrange automatic disconnection on the moving day to enable the transfer. The agent committed to contacting the customer via text message within 24 to 48 hours with confirmation and further instructions. MOVERS CID: ad5e1479-a380-45d3-85b8-302a01511e3e Account number: 876344810 Identity of the chatter: AH Name of the chatter: MISS SUSANNAH ROBB DPA STATUS: PASSED DPA TIME STAMP: 29-07-26 17:10:31 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : I keep getting emails asking me to pay a bill but I called and told virgin media that I was moving out in December and the bill was the responsibility of the remaining tenant RESOLUTION: I have submitted Movers centre sales referral form and waiting for confirmation to immediately cancel the account BE: N/A ============================================= JULY 30, 2026 DISCO *********HYBRID MESSAGING********* >>CID: bd25c21c-192b-41d3-815f-44ca076a1ab4 >>Identity of the chatter:AH >>NAME OF THE CHATTER:Rana Fathima >>OLD ACC #: 808589904 >>DPA STATUS: PASSED >>DPA TIME STAMP: 30-07-26 09:07:45 >>QUERY: Customer want to cancel due to moving out >>RESOLUTION: Idle Cancellation >>DISCO DATE: 29/08/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 39758057 >>BE:Bill Bill Billing Due Amount Run Date Date 1 669.99 30/07/26 17/08/26 ======================================================== >>SUMMARY: The customer requested service cancellation due to temporary relocation abroad for a family medical emergency lasting two to three years. The agent verified the customer's identity and confirmed an early termination fee of £645.79 applies as the account is within contract. The customer declined alternative options including service authorisation or maintaining local service. The agent clarified that account freezing lasts six months, not two years as requested. The cancellation was processed with disconnection scheduled for 29 August 2026 and a final bill of £669.99 due 17 August 2026 via Direct Debit. The agent advised that email access continues for 90 days post-closure, provided equipment recycling guidance, and confirmed automatic Direct Debit cancellation upon settlement. RETENTIONS CID: 4895ed1e-bab1-4782-a04e-1e984760d4cb Account number: 607745204 Identity of the chatter: AH Name of the chatter: MISS THEA NJEIM DPA STATUS: PASSED DPA TIME STAMP: 30-07-26 09:29:55 Contact number update status: Verified Email address status: Verified CJM :C-300726764 WO: 24070256 QUERY : Looking to cancel RESOLUTION: Adamant to cancel the account||Proceed with 30 days cancellation customer agreed||logged CJM BE: Bill Bill Billing Due Amount Run Date Date 1 634.97 30/07/26 17/08/26 ============================================= The customer requested to cancel their Virgin Media services with 30 days' notice. The agent processed the disconnection request for 29 August 2026 and advised that an early termination fee of £612 applies due to the remaining contract period. The customer expressed difficulty affording the fee and requested alternative solutions or payment instalments; the agent explained that early termination fees are contractual obligations. A final bill of £634.97 was confirmed, due on 17 August 2026. The customer received information about equipment disposal, recycling options, and confirmation that details would be sent via email. PIC CID: af16b9d0-d2f9-47b1-a48b-d030c64651dd Account number: 861913505 Identity of the chatter: AH Name of the chatter: Laura Smith DPA STATUS: PASSED DPA TIME STAMP: 30-07-26 10:53:16 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 39555793 QUERY : Looking to get an engineer for further assistant for installation RESOLUTION: The customer requested an engineer booking for a recently ordered broadband package, as the property lacked the necessary cable connection for setup. The agent confirmed an engineer would be dispatched to install sockets, with a £30 installation fee applied to the first bill. Following security verification, an engineer visit was scheduled for 1 August 2026 (8am to 1pm). The customer requested a reschedule due to unavailability, and the agent confirmed a new appointment for 3 August 2026 (8am to 1pm). The agent requested the customer complete a service survey. BE: N/A ============================================= RETENTIONS CID: b926c04d-a652-4e72-8dc2-b6cdf035ce30 Account number: 814003102 Identity of the chatter: AH Name of the chatter: MR CHEUK YIN YAU DPA STATUS: PASSED DPA TIME STAMP: 30-07-26 10:33:51 Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: Unresponsive on presentation scripts||NFAT BE: N/A ============================================= The customer requested to terminate Virgin Media service with an effective date in August. The agent reviewed the account and presented two broadband service options on 24-month contracts: £31 per month for 264 Mbps broadband, or £29 per month for 264 Mbps broadband plus O2 SIM with data benefits. The customer objected to the 24-month contract length. The agent explained Virgin Media's contract terms for value and pricing stability. The conversation ended without resolution when the customer became unresponsive. DISCO *********HYBRID MESSAGING********* >>CID: 839c2837-8586-4ac3-97fc-68c70ea69c1f >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR ESMOND ROSEN >>OLD ACC #: 689090404 >>DPA STATUS: PASSED >>DPA TIME STAMP:30-07-26 11:37:01 >>QUERY: Customer want to cancel due to moving out >>RESOLUTION: Customer on intro Idle||NFAT >>DISCO DATE: N/A >>DISCO REASON: N/A >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A =============================================================== >>SUMMARY: The customer contacted support regarding an upcoming house move where Virgin Media service is unavailable at their new address. The agent acknowledged the customer's situation and confirmed understanding of the move. The conversation ended due to customer inactivity after the agent's attempts to continue engagement. The customer was invited to rejoin the chat and complete a feedback survey. RETENTIONS CID: b3e35bec-5ada-4a6c-aceb-f3472a661652 Account number: 520043801 Identity of the chatter: AH Name of the chatter: Abbie Williams DPA STATUS: PASSED DPA TIME STAMP: 30-07-26 11:53:14 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 48438037 QUERY : Looking to cancel RESOLUTION: BE: Bill Bill Billing Due Amount Run Date Date 1 20.86 1/08/26 21/08/26 ============================================= The customer requested cancellation of all Virgin Media services at the end of their contract. The agent offered multiple retention packages, which the customer declined. The customer selected the 30-day notice disconnection option. Services will be disconnected on 29 August 2026, with a final bill of £20.86 due on 21 August 2026. The agent confirmed any linked O2 SIM will remain unaffected and provided equipment disposal and recycling information. A confirmation email will be sent with disconnection details. RETENTIONS CID: 81cb4ea6-7e2c-4a63-9905-f4c77748a54c Account number: 907127403 Identity of the chatter: AH Name of the chatter: MRS GULL NISA DPA STATUS: PASSED DPA TIME STAMP: 30-07-26 12:43:25 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Offer decline||Customer proceed to keep the current package until contract ends||NFAT BE: N/A ============================================= The customer requested to cancel their service due to cost concerns, having found cheaper alternatives. The agent presented multiple package options ranging from £50 to £74 per month, all featuring 1130 Mbps broadband and Netflix with Ads. The customer indicated the proposed prices exceeded their budget of approximately £35 per month. The agent advised the customer had 12 months remaining on their contract, with early disconnection fees applicable if terminated early. The customer ultimately decided to retain their current package. No further action was committed to by the agent. DISCO *********HYBRID MESSAGING********* >>CID: 97a6a711-de26-4d57-a1f1-83b8fda79317 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS VICTORIA LEE >>OLD ACC #: 610098809 >>DPA STATUS: PASSED >>DPA TIME STAMP: 30-07-26 15:04:42 >>QUERY: Customer want to cancel due to moving house >>RESOLUTION: Customer requested to leave the account unchanged and call us back once new address is confirm||NFAT >>DISCO DATE: N/A >>DISCO REASON: n/a >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A ======================================================== >>SUMMARY: The customer requested to cancel their service due to relocating to a new property. The agent explained an early disconnection fee of £36.26 would normally apply but would be waived if the customer provided required documentation within 28 days, as the new address is not serviceable by the provider. The agent offered to arrange equipment return via a return kit. The customer later indicated their moving plans may change and requested to leave their account as is, committing to contact the provider again once their situation was confirmed. NEW ACQUI James 4a5c7e73-d887-4d92-b146-0e9e22554a06 44 St. Michaels Road, Tunbridge wells, TN4 9JG The customer enquired about broadband service availability and installation procedures. The agent confirmed speeds up to 2000 Mbps are available and explained that an engineer visit is required, typically within 7–14 days. Installation involves drilling a small hole through the wall with customer approval. The customer expressed concern about potential invasive works occurring before their scheduled installation date. The agent clarified that any digging is a last resort and depends on property type and prior service installation, confirming all works would occur on the chosen installation date. DISCO *********HYBRID MESSAGING********* >>CID: 35e66e19-82ea-481b-9585-a5651f829d28 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS ANJU APPUKUTTAN >>OLD ACC #: 963399410 >>DPA STATUS: PASSED >>DPA TIME STAMP: 30-07-26 15:52:38 >>QUERY: Customer want to cancel due to leaving the country >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 31/07/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO:39562735 >>BE: Bill Bill Billing Due Amount Run Date Date 1 75.81 4/08/26 24/08/26 ======================================================== >>SUMMARY: The customer requested cancellation of their Virgin Media service due to permanent relocation outside the country. The agent processed the cancellation request and collected a temporary address for correspondence. The agent explained that a 30-day notice period is required and scheduled disconnection for 60 days from the conversation date to minimise early termination charges. An immediate cancellation would incur an early disconnection fee of £61.94, with a final bill of £75.81 payable via Direct Debit. The customer expressed financial concerns about these charges. The agent provided guidance on equipment recycling, confirmed 90-day email access post-disconnection, and advised that the Direct Debit arrangement would be cancelled automatically upon account settlement. A confirmation email with disconnection details was to be sent. RETENTIONS CID: 88ea8f50-e42d-4988-9c77-7cb9cb4cd7ca Account number: 208625302 Identity of the chatter: AH Name of the chatter: MR AANAND HIRANI DPA STATUS: PASSED DPA TIME STAMP: 30-07-26 17:01:10 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 26068046 QUERY : Looking to reduce the cost of services RESOLUTION: Offer Volt 350 broadband for only £28 per month on a new 24 months||Accepted BE: Bill Bill Billing Due Amount Run Date Date 1 9.68 6/08/26 26/08/26 2 28.00 8/09/26 28/09/26 ============================================= The customer requested assistance reducing their monthly broadband cost after previous agents could not help. The agent reviewed the account and offered a Volt 350 Fibre Broadband package at £28 per month for 264 Mbps boosted to 362 Mbps on a 24-month contract. The customer accepted the offer. The agent sent contract documentation via email and SMS and obtained the customer's consent. The order was completed with an effective date of 31 July 2026. The first bill on 26 August 2026 will be £9.68 including pro-rata charges, then £28.00 on 28 September 2026. The agent advised of potential brief service interruption and explained that 30 days' notice is required for future service changes. RETENTIONS CID: 92b37c82-9ec7-4efd-a7f3-45afed627240 Account number: 671975301 Identity of the chatter: AH Name of the chatter: MR NADEEM NAZAR DPA STATUS: PASSED DPA TIME STAMP: 30-07-26 17:36:50 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Customer went idle on presentation scripts||NFAT BE: N/A ============================================= AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. JULY 31, 2026 M&T *********HYBRID MESSAGING********* >>CID:75284daf-09ac-4919-b8a9-b2603f8f3457 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR CALLUM BAMBRIDGE >>OLD ACC #: 759896202 >>DPA STATUS: PASSED >>DPA TIME STAMP: 31-07-26 09:27:28 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 42 MOUNT PLEASANT ROAD, PUDSEY LS28 9AA >>NEW ADDRESS: 97 ALBION ROAD BRADFORD BD10 9QL >>NEW ACCOUNT #: 472022-08 >>INSTALL DATE: 4/08/2026 >>DISCO DATE: 3/08/2026 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 2607382 >>BE: NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 158.00 26/08/26 15/09/26 2 60.00 24/09/26 14/10/26 OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 11.91- 4/08/26 21/08/26 ======================================================== The customer requested assistance with moving home and activating broadband services at a new address. The agent confirmed the customer's current package and verified the new property was serviceable. The agent arranged self-installation with activation on 4 August 2026 and disconnection from the old address on 3 August 2026. A Movers pack with cables and instructions will be sent. The customer declined an upgrade offer and chose to keep the existing package. The first bill at the new address will be £73.07, including a £20 installation fee and accounting for an existing credit. The agent advised the customer to retain current Direct Debit arrangements and noted that account adjustments may take 3-5 working days to reflect. CONTRACT END DATE: 11/09/2026 Contract Supression Form Please enter this ref ID message on to the account notes - 'Contract Supression Form' form has been submitted and the Reference Id is 108272_586472 M&T *********HYBRID MESSAGING********* >>CID:eee71877-5ed1-4019-b2f9-832a24bf3a80 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR MARK BURRIDGE >>OLD ACC #: 7209142-01 >>DPA STATUS: PASSED >>DPA TIME STAMP: 31-07-26 09:53:51 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 46 RANGEMORE STREET, BURTON-ON-TRENT DE14 2EE >>NEW ADDRESS: 61 RANGEMORE STREET BURTON-ON-TRENT DE14 2EE >>NEW ACCOUNT #: 7209156-01 >>INSTALL DATE: 15/08/2026 >>DISCO DATE: 14/08/2026 >>CONTRACT: Contract continuation/New Contract >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 70401189 >>BE: NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 441.60 9/09/26 29/09/26 2 204.00 9/10/26 29/10/26 OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 174.50 7/08/26 27/08/26 2 95.64- 15/08/26 4/09/26 ======================================================== The customer requested to transfer services to a new address due to a house move. The agent confirmed the new address and set the installation date for 15 August 2026, with service disconnection from the old address on 14 August 2026. The agent verified the new property is serviceable and explained that pre-installation work may be required. The agent outlined billing: a £20 mover's fee, a final bill of £174.50 at the current address, and a first bill of £93.36 at the new address after applying account credit. The customer's Mega Volt Bundle package was confirmed, and the agent provided support contact details and information on managing bills online. Recurring Credit Request Form Please enter this ref ID message on to the account notes - 'Recurring Credit Request Form' form has been submitted and the Reference Id is 122892_330440 CONTRACT END DATE: 12/06/2026 Contract Supression Form Please enter this ref ID message on to the account notes - 'Contract Supression Form' form has been submitted and the Reference Id is 108272_586484 RETENTIONS CID: c5f0bde3-c24e-44fe-8a07-e4febb1e7e48 Account number: 433030901 Identity of the chatter: AH Name of the chatter: MR MARK PHILPOTT DPA STATUS: PASSED DPA TIME STAMP: 31-07-26 10:49:53 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: Advise tocontact us back to cancel the account without incurring early termination fees||NFAT BE: N/A ============================================= The customer enquired about providing 60 days' notice to cancel their Virgin Media contract, with the service ending on their contract expiration date in October. The agent explained that the standard cancellation process requires 30 days' notice and that an early termination fee of £71.32 would apply if cancellation were processed immediately. The customer clarified they did not wish to cancel until October, and stated they would provide 30 days' notice on September. The agent advised contacting back one month prior to the contract end date to avoid early termination charges. The conversation ended without the customer's concerns being fully resolved to their satisfaction. RETENTIONS CID: de09e37d-a7e4-4c70-be9e-9767d1881a13 Account number: 74150406 Identity of the chatter: AH Name of the chatter: MISS NYANSA CORRAH DPA STATUS: FAILED DPA TIME STAMP: Not yet done Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: During DPA Process customer went unresponsive||DPA FAILED BE: N/A ============================================= The customer reported inability to access a second account via app or online, a contract price increase to £62.50 with a cancelled direct debit, connection issues during work calls, and competitor pricing concerns. The customer requested cancellation of everything. The agent acknowledged the account concerns and initiated a security verification process but did not receive a response to complete it. The chat ended due to inactivity without resolution. PIC CID: a39e5607-6b2c-4a27-8a8f-9f67213fd16a Account number: 651778501 Identity of the chatter: AH Name of the chatter: MRS GEMMA MORRIS DPA STATUS: PASSED DPA TIME STAMP: 31-07-26 12:02:15 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reschedule new order package RESOLUTION: Rescheduling installation on 12/08/2026 BE: N/A ============================================= The customer requested to reschedule an installation appointment. The agent verified the customer's account details including email address and payment information. The customer confirmed they were still with another provider and needed to change the installation date. The agent offered 12 August 2026 in the afternoon slot (1pm to 6pm), which the customer accepted as they would be available after 3pm. The installation appointment was confirmed for 12 August 2026 between 1pm and 6pm. M&T *********HYBRID MESSAGING********* >>CID: 16f5a279-f075-4f28-b46f-2d0ada543404 >>Identity of the chatter: TP >>NAME OF THE CHATTER: Nicola >>OLD ACC #: 347321302 >>DPA STATUS: PASSED >>DPA TIME STAMP: FAILED >>QUERY: Customer want to transfer the service >>RESOLUTION: Third party chatter did not passed the security checks||DPA FAILED >>CONTACT NUMBER UPDATE STATUS: Verified/NO >>EMAIL ADDRESS STATUS: Verified/NO >>CJM:N\A >>WO: N/A >>BE: N/A =========================================== The customer requested to transfer broadband services to a new property with a move-in date in November. The agent confirmed the address was serviceable and outlined the installation process, including engineer visit details and equipment requirements. Security verification was attempted but the customer exceeded the maximum failed attempts allowed. The agent provided password reset instructions and advised contacting again after 24 hours. MOVERS CID: a8d1d524-2e72-493e-a0db-ef5b93e75f7a Account number: 883859702 Identity of the chatter: AH Name of the chatter: MISS SOPHIE BULLOCH DPA STATUS: PASSED DPA TIME STAMP: 31-07-26 13:56:07 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : I need ny internet setting up at my new property RESOLUTION: Customer on intro Idle|| NFAT BE: N/A ============================================= The customer sought help with moving home and setting up internet at their new property. The customer provided contact details and confirmed they wanted to keep their package. An agent reviewed the information and confirmed understanding of the moving house situation. After multiple check-ins with no response from the customer, the agent ended the chat and invited the customer to complete a support survey. RETENTIONS CID: 140de5c7-01ff-48a4-99e1-dcbb504b6112 Account number: 351575102 Identity of the chatter: AH Name of the chatter: MR ANTHONY CALLANDER DPA STATUS: PASSED DPA TIME STAMP: 31-07-26 14:11:48 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM : C-3107264283 WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Offered 1gig fibre with o2 sim with O2 sim for just £37 per month on a new 24 months customer decline and become unresponsive||NFAT BE: N/A ============================================= The customer requested a WiFi booster and contract adjustment to a previous £48 per month package with a complimentary pod due to poor signal quality. The agent proposed a £37 per month package with O2 SIM and up to 3 WiFi pods on a 24-month contract, which the customer declined as the SIM would be unused. The customer expressed frustration regarding unfulfilled promises about the complimentary pod and service delivery issues. The agent raised a formal complaint and provided a case reference number, committing to contact the customer within 24–48 hours with an update. RETENTIONS CID: 4614bd10-397e-42a3-87eb-f8e4ccbbe2ee Account number: 410189404 Identity of the chatter: AH Name of the chatter: MISS VICKY HODGE DPA STATUS: PASSED DPA TIME STAMP: 31-07-26 14:48:26 Contact number update status: Verified Email address status: Verified CJM : N/A WO: 62972571 QUERY : Looking to check better options RESOLUTION: Offered Volt 250 with 2 O2 sim 4GB for just £36 per month on a new 24 months of contract||ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 20.13 12/08/26 4/09/26 2 26.00 12/09/26 5/10/26 ============================================= Order 9176842848913882334 successfully submitted Volt Sim Only Plan Handset 24 month 9 Airtime Plan #590319967 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07762210855 is assigned successfully ============================================================ Volt Sim Only Plan Handset 24 month 9 Airtime Plan #590319971 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07762294948 is assigned successfully RETENTIONS CID: 6dfd0d39-ec4c-4f66-acfc-03277986f40d Account number: 112853106 Identity of the chatter: AH Name of the chatter: MISS THEA NICHOLLS DPA STATUS: PASSED DPA TIME STAMP: 31-07-26 16:53:57 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : I’m leaving the property and the other tenant is staying. They want to keep the services but they’re in my name so I’ll need to close the current account RESOLUTION: Customer decline changing ownership process due to early termination fee not afford|| Customer want to change direct debit and apply the account of the person who actually using the services once she leave BE: N/A ============================================= AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. RETENTIONS CID: 9b0764f6-6c64-4396-b526-3cfd93c0a384 Account number: 407158702 Identity of the chatter: AH Name of the chatter: William DPA STATUS: PASSED DPA TIME STAMP: 31-07-26 17:18:50 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 12450117 QUERY : Looking to reduce the cost of services RESOLUTION: Offered 1 gig Fibre Broadband. This includes •Our ultrafast Gig1 with an average download speed of 1130mbps and an average upload speed of 104mbps 📶 •Great for downloading large files, serious online gaming, and streaming content in 4K For just £45 per month on a new 24 months|| Customer accepted the offer|| DOWNGRADE PACKAGE BE: Bill Bill Billing Due Amount Run Date Date 1 86.50 15/08/26 4/09/26 2 16.87 15/09/26 5/10/26 3 45.00 15/10/26 4/11/26 ============================================= AUGUST 3, 2026 7a69c595-c4de-463e-af6d-147a77eabc5a Laura 95 RAILWAY LANE SOUTH SUTTON BRIDGE SPALDING PE12 9UZ DISCO *********HYBRID MESSAGING********* >>CID: 100b217c-e08e-40a6-a7e8-b48efa138f38 >>Identity of the chatter:AH >>NAME OF THE CHATTER: Santiago Lopez >>OLD ACC #: 416175207 >>DPA STATUS: PASSED >>DPA TIME STAMP: 03-08-26 08:43:35 >>QUERY: Customer want to cancel due to moving out >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 28/08/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 62974442 >>BE: Bill Bill Billing Due Amount Run Date Date 1 16.30- 20/08/26 11/09/26 ======================================================== >>SUMMARY: The customer requested cancellation of Virgin Media services due to temporary relocation for work. The agent confirmed the cancellation and advised of an early termination fee of £7.44 for notice period under 30 days, with disconnection scheduled for 28 August 2026. Alternative service options were offered and declined. The agent provided details on equipment recycling, O2 SIM retention, 90-day email access post-closure, and final billing: £55.40 due 11 August 2026, with £16.30 credit refunded within 45 days of disconnection. A confirmation email will be sent with disconnection details and next steps. RETENTIONS CID: ed6f7bd6-8bb0-47bd-b876-452e3cc9ecd2 Account number: 53097907 Identity of the chatter: AH Name of the chatter: MS CATHERINE GUNN DPA STATUS: PASSED DPA TIME STAMP: 03-08-26 09:21:18 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 19028282 QUERY : Already have a new broadband provider RESOLUTION: Requested to cancel the account||Proced with 30 days cancellation ||Customer closed the chat BE: Bill Bill Billing Due Amount Run Date Date 1 21.23- 26/08/26 14/09/26 ============================================= The customer requested cancellation of their broadband monthly contract due to relocation, with new service commencing on 12 August. The customer requested the return kit for equipment be sent and stated the current service should continue until approximately 13 August. The agent indicated the account had no active fixed contract and offered cancellation with 30 days' notice. The customer disputed the notice period requirement, stating no prior discussion occurred regarding notice terms on the monthly rollover arrangement. The agent presented alternative service offers, which the customer declined. The customer requested further communication via email and emphasised the service should remain active until the paid period expires. RETENTIONS CID: 24f50db7-d06f-4953-9419-9664779efda9 Account number: 700910705 Identity of the chatter: AH Name of the chatter: MR TOM DEAKIN DPA STATUS: PASSED DPA TIME STAMP: 03-08-26 09:55:18 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: Customer on intro idle BE: N/A ============================================= The agent greeted the customer and requested their full name for security verification. The agent identified that the customer was seeking to disconnect their service and offered to present alternative offers. The agent proposed reviewing the customer's account for updated offers. The customer did not respond to subsequent check-in attempts, and the agent ended the chat due to inactivity, requesting the customer complete a support survey. CID: 7a69c595-c4de-463e-af6d-147a77eabc5a Customer Name: Laura OTS : UNSUCCESSFUL Order Package: 1 gig Full Fibre Broadband Order Number: SOR Number: OT1001957469 O2 Order Reference ID: N/A SIM Package: N/A BE Screen: /A Upfront Payment Taken: £N/A - Auth Code: N/A ============================================== The customer enquired about switching broadband services to a new property due to poor internet quality with their current provider. The agent explained the switching process and collected necessary details including personal information and bank account details for Direct Debit setup. The customer selected a full fibre package at £22.99 per month on a 24-month contract. The agent conducted a credit check which was approved, processed the order, and provided an account number and work order number. The customer received a £50 bill credit. Installation was scheduled for a specified future date. The agent advised the customer to contact their current provider to submit a disconnection notice. 10 1105792-04 m250 £17.99 RS1001958255 4077d3ae-688b-4279-96ce-5b81b94a0e6d John PR3 1ZR (10 Crompton Close) The customer enquired about broadband and mobile services, seeking the best bundle offer. The agent verified the customer's address and confirmed service availability with an engineer visit required. The customer wanted broadband only with a mobile SIM upgrade for streaming and general browsing. The agent presented two package options: ultrafast M500 at £29.99 per month for 24 months, or Supercharged with 4GB data SIM at £34.99 per month. The customer stated the pricing was unfavourable compared to alternative providers. The agent requested details of the alternative offer but received no response. The conversation was closed by the agent with an invitation to contact again during business hours. RETENTIONS CID: 209f364a-1752-4b59-bcfc-6317cd44cba3 Account number: 646834-03 Identity of the chatter: AH Name of the chatter: MR ANDREW HOLTERMANN DPA STATUS: PASSED DPA TIME STAMP: 03-08-26 10:33:10 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 19028507 QUERY : Looking to reduce the cost of services RESOLUTION: Offer accepted (For £106 a month on a 24‑month contract you'll get 264 Mbps broadband, Mega 200+ TV channels, including Netflix with ads, TNT Sports, Sky Sports in HD and Anytime Chatter landline—perfect for your current usage) ============================================ BE: Bill Bill Billing Due Amount Run Date Date 1 3.61- 28/08/26 21/09/26 2 106.00 29/09/26 19/10/26 ============================================= The customer requested cancellation but agreed to review alternative offers. The agent presented two pricing options: Option 1 at £106 monthly with existing TV package and upgraded broadband speed (264 Mbps), and Option 2 at £111 monthly with O2 SIM benefits. The customer selected Option 1. Contract documentation was sent via email and SMS. The customer confirmed receipt and authorised the order. The agent completed the recontract, provided a work order number, and confirmed the new contract activation date with billing details. The customer was advised of potential service interruption during transition and the requirement to provide 30 days' notice for future changes. RETENTIONS CID: 5689f68b-9e96-4755-bf50-bbac277849c7 Account number: 3029444-01 Identity of the chatter: AH Name of the chatter: MR PATRYK RUDZKI DPA STATUS: PASSED DPA TIME STAMP: 03-08-26 12:37:18 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 26083534 QUERY : Looking to reduce the cost of services RESOLUTION: Offer accepted (for £32 a month on a 24‑month contract you'll get M350 362Mbps internet services) ============================================= BE: Bill Bill Billing Due Amount Run Date Date 1 13.19 28/08/26 21/09/26 2 32.00 29/09/26 20/10/26 ============================================= The customer requested to disconnect their broadband service. The agent presented retention options, and the customer selected 362 Mbps broadband for £35 per month on a 24-month contract. The customer requested detailed pricing information including increases and post-contract rates. The agent confirmed £4 increases in April 2027 and April 2028, with £74 per month after promotion ends. Pre-contract documentation was sent via email and SMS, and the customer confirmed receipt. The agent applied an additional discount reducing the rate to £32 per month. The order was completed with activation on 4 August 2026. A service disconnection message was mistakenly sent but the agent clarified the new contract would proceed as agreed. DISCO *********HYBRID MESSAGING********* >>CID:45b53295-a788-4938-bdcc-8bda0fb4e83e >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS MARINE TABORY >>OLD ACC #: 113517101 >>DPA STATUS: PASSED >>DPA TIME STAMP: 03-08-26 13:25:21 >>QUERY: Customer want to cancel >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 2/09/2026 >>DISCO REASON: CF >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 15740150 >>BE: Bill Bill Billing Due Amount Run Date Date 1 102.43 12/08/26 3/09/26 ======================================================== >>SUMMARY: The customer requested to cancel their broadband subscription. The agent offered alternative pricing options (£40 and £45 monthly), which the customer declined, confirming they wished to retain their separate mobile subscription. The agent processed a 30-day cancellation with a disconnection date of 2 September 2026, an early termination fee of £178.13, and a final bill of £102.43. The return equipment kit will be sent to the customer's new address. The customer will retain email access for 90 days after account closure, and their direct debit will be cancelled automatically. A confirmation email with disconnection details will be sent. RETENTIONS CID: 1287afce-88a1-4999-91ca-6654dbf8eec6 Account number: 800937301 Identity of the chatter: AH Name of the chatter: MR DAVID HACKER DPA STATUS: PASSED DPA TIME STAMP: 03-08-26 15:18:14 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 16365679 QUERY : Looking to reduce the cost of services RESOLUTION: offer accepted( For a total of £49 per month on a 24‑month contract, you'd receive 1130 Mbps broadband. This package is well suited to your current usage.) BE: Bill Bill Billing Due Amount Run Date Date 1 143.74 22/08/26 16/09/26 2 26.79- 22/09/26 16/10/26 3 49.00 22/10/26 16/11/26 ============================================= The customer requested a price for 1 gigabit broadband. The agent presented two contract options: £65 per month with broadband, TV, and landline, or £49 per month for broadband only, both on 24-month contracts. The customer selected the £49 per month broadband-only option. The agent provided contract details including annual price increases from April 2027, sent documentation via email, and confirmed the new contract effective 2 September 2026 with TV and landline disconnection on that date. The order was completed with a work order number. The customer was informed of three upcoming bills with pro-rated charges and instructed to return equipment via pre-paid package. M&T *********HYBRID MESSAGING********* >>CID: 7b4ea4f9-02dd-47df-94d5-92b6251fbdff >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS AMY RODGER >>OLD ACC #: 137018801 >>DPA STATUS: PASSED >>DPA TIME STAMP: 03-08-26 15:24:13 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 24 CLIFFORD TERRACE CHESTER LE STREET DH3 3JN >>NEW ADDRESS: 125 AUCKLAND CHESTER LE STREET DH2 2TZ >>NEW ACCOUNT #: 152949801 >>INSTALL DATE: 21/09/2026 >>DISCO DATE: Already disconnected >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 62332071 >>BE: Bill Bill Billing Due Amount Run Date Date 1 268.00 27/08/26 16/09/26 2 124.00 26/09/26 16/10/26 ======================================================== The customer reported that an incorrect address had been recorded for their service relocation, despite confirming the correct address during a previous web chat. The scheduled installation for the current day was affected as the engineer attended the wrong location. The agent confirmed the correct address, raised a formal complaint case, and explained installation procedures including potential pre-installation work and the requirement for an adult to be present. The agent booked an installation appointment for 19 August 2026 in the morning and escalated the complaint to a manager for review. The customer's existing package will continue at the new address with a credit applied to the first bill, and the mover's fee was waived. The manager will contact the customer within 24 to 48 hours regarding complaint resolution. AUGUST 4, 2026 ======================================================== DISCO *********HYBRID MESSAGING********* >>CID: 398f3546-5177-442c-b1ed-101d73ce7924 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR WILLIAM MARKS >>OLD ACC #: 193077801 >>DPA STATUS: PASSED >>DPA TIME STAMP: 04-08-26 08:31:56 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 15/08/2026 >>DISCO REASON: MM >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 17319379 >>BE: Bill Bill Billing Due Amount Run Date Date 1 313.11 15/08/26 4/09/26 ======================================================== >>SUMMARY: The customer requested to cancel their Virgin Media account due to permanent relocation to an area without Virgin Media coverage. The agent verified account details and confirmed the new address. An early termination fee of £322.18 applies but will be waived upon submission of proof of address within 28 days. Acceptable documents include bank statements, mortgage documents, rental agreements, driving licences, insurance documentation, or utility bills, to be submitted via email or post. Disconnection is scheduled for 15 August 2026, with a final bill of £313.11 payable 4 September 2026 via Direct Debit. Prepaid equipment return packaging will be sent within 10 days of disconnection; a £45 charge applies if equipment is not returned. The customer will receive confirmation email within 24 hours with full details. Email access continues for 90 days post-closure. Tara 75996992-447a-4b15-a108-b1e64d0afca9 CID: 75996992-447a-4b15-a108-b1e64d0afca9 Account number: 786599708 Identity of the chatter: AH Name of the chatter: MS TARA MOUNCE DPA STATUS: PASSED DPA TIME STAMP: 04-08-26 09:22:48 Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: N/A QUERY : My hub is being sent to the wrong address RESOLUTION: Successfully set the delivery of the hub to be on the current address it will be delivered on 12/08/2026 BE: N/A ======================================================== AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. EBB CID: 7fa88dda-486f-4adc-ae5d-2599efd4fbd4 Account number: 213328803 Identity of the chatter: AH Name of the chatter: MISS YVONNE NEILSON DPA STATUS: PASSED DPA TIME STAMP: 04-08-26 09:54:20 Contact number update status: Verified/No Email address status: Verified/Np CJM :N/A WO: 76473022 QUERY : Looking essential broadband RESOLUTION: Process essential broadband package on the account BE: Bill Bill Billing Due Amount Run Date Date 1 12.50 14/08/26 8/09/26 2 12.50 16/09/26 8/10/26 ============================================= The customer requested renewal of their broadband contract to receive a discounted rate under a government assistance programme. The agent completed identity verification by requesting account and bank details. The agent successfully renewed the Essential Broadband package at £12.50 per month, issued a work order number, and explained that the next bill would include prorated charges. The agent provided a link for online account management and indicated the new package would activate within hours. The conversation ended without further response from the customer. RETENTIONS CID: ed627d99-8dc0-4137-a23b-43a1e31b8b03 Account number: 889047801 Identity of the chatter: AH Name of the chatter: Diane Janet Hunt DPA STATUS: Failed DPA TIME STAMP: Not yet done Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel the services RESOLUTION: DPA FAILED BE: N/A ============================================= The customer requested to cancel their service and switch to another provider on a specified date, asking about billing for any overlap period. The agent initiated account verification by requesting security details; when the customer could not provide the correct security password, the agent sent account access information via email. The customer confirmed receipt and provided their last bill amount. The agent requested the next payment due date but did not receive a response. The customer formally notified of contract termination due to lack of timely response. The agent ended the chat after multiple unsuccessful attempts to reconnect. RETENTIONS CID: ca32e08d-749d-48e4-a16c-e4cbb5dcb03e Account number: 997498901 Identity of the chatter: AH Name of the chatter: MISS BETHANY NEALE DPA STATUS: PASSED DPA TIME STAMP: 04-08-26 10:54:11 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to check termination fee RESOLUTION: Discussed the account have remaining 16months on the contract and will be subjected to early termination fee BE: N/A ============================================= The customer enquired about the cost to cancel their services. The agent reviewed the account and informed the customer of an early termination fee of £402.42, with 16 months remaining on their contract. The customer confirmed they were only seeking pricing information and did not wish to proceed with cancellation at that time. The agent offered further assistance but the chat ended due to no response from the customer. RETENTIONS CID: 0ba354e8-8c29-4cea-ab2c-8fd0f19c847c Account number: 240382802 Identity of the chatter: AH Name of the chatter: MISS SOPHIE PLATTEN DPA STATUS: PASSED DPA TIME STAMP: 04-08-26 11:22:46 Contact number update status: Verified Email address status: Verified CJM : C-0408262423 WO: N/A QUERY : Looking for renewal packages RESOLUTION: Offered for just £28 with the same speed and bundle but the customer declined || File a complaint BE: N/A ============================================= The customer requested a better renewal price for their broadband contract due to financial hardship. The agent presented three offers (£43, £30, and £28 per month) on a 24-month contract. The customer questioned price stability and noted the £28 offer was more expensive than the £26.76 rate available via the app. The agent confirmed price increases would occur in April 2027 and April 2028. The agent raised a complaint case regarding pricing concerns and committed to contacting the customer via email within 24–48 hours with a resolution. The customer requested email contact only. M&T *********HYBRID MESSAGING********* >>CID: 24938b58-d08d-4157-9034-200a1030383a >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR KYLE FITZSIMON >>OLD ACC #: 7830816-02 >>DPA STATUS: PASSED >>DPA TIME STAMP: 04-08-26 13:13:34 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 9 FAIRFIELD ROYAL WOOTTON BASSET SWINDON SN4 7HJ >>NEW ADDRESS: 4 GAINSBOROUGH AVENUE ROYAL WOOTTON BASSETT SWINDON SN4 8JN >>NEW ACCOUNT #: 8327538-02 >>INSTALL DATE: 06/08/2026 >>DISCO DATE: 05/08/2026 >>CONTRACT: New Contract >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 38027870 >>BE: NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 108.34 27/08/26 16/09/26 2 44.00 26/09/26 16/10/26 OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 37.45- 5/08/26 14/08/26 ======================================================== The customer requested assistance with moving home and confirmed they had already relocated. The agent verified the new address was serviceable and eligible for self-installation. Services would disconnect from the old address on 5 August 2026 and activate at the new address on 6 August 2026, with a Movers pack delivered on activation. The agent offered a revised package at £44 per month (reduced from £53.50) for 1130 Mbps broadband and landline services on a 24-month contract. The customer accepted. Contract documentation was sent via SMS and email; the customer confirmed receipt and consent. A one-off £35.00 installation/activation fee would be charged to the first bill. The existing Direct Debit arrangement would continue. The customer declined a referral programme offer. DISCO *********HYBRID MESSAGING********* >>CID: ea10f93f-d33e-49ff-b895-f747aafbf7d7 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS LIBBY CARTER >>OLD ACC #: 236263912 >>DPA STATUS: PASSED >>DPA TIME STAMP: 04-08-26 13:55:27 >>QUERY: Customer want to cancel due to moving out >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 8/08/2026 >>DISCO REASON: CF >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO:12375312 >>BE: Bill Bill Billing Due Amount Run Date Date 1 4.01- 11/08/26 28/08/26 ======================================================== >>SUMMARY: The customer requested to cancel their broadband service due to a permanent house move. The agent confirmed the customer's identity and move details. The agent informed the customer of an early termination fee of £24.66 and offered to delay disconnection within 30 days to avoid the fee; the customer declined. The agent booked the cancellation for the move-out date and provided information about email access retention for 90 days, equipment recycling, and automatic Direct Debit cancellation. The agent confirmed a final bill credit to be refunded within 45 days of disconnection and stated a confirmation email would be sent. *********HYBRID MESSAGING********* >>CID: ea8a6967-4056-49c6-bb46-4c1015bbb121 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS SHARON LEE >>OLD ACC #: 1368976-02 >>DPA STATUS: PASSED >>DPA TIME STAMP: 04-08-26 15:20:26 >>QUERY: Need a new hub for home phone >>RESOLUTION: Discussed regards switchover that the home phone service will switch to the fibre network and connect through the WiFi Hub on 15 September 2026 manually|| NFAT >>CONTACT NUMBER UPDATE STATUS: Verified/No >>EMAIL ADDRESS STATUS: Verified/No >>CJM:N\A >>WO: N/A >>BE: N/A ======================================================== >>SUMMARY: The customer enquired about requiring a new hub for an upcoming service change. The agent confirmed that the home phone service will switch to the fibre network and connect through the WiFi Hub on 15 September 2026, and clarified that the customer's current hub is suitable for this process, so a new hub is not required. M&T *********HYBRID MESSAGING********* >>CID: bef76103-2758-4e20-9acb-f7fd0e55934d >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS FAVOUR ALABI >>OLD ACC #: 55227711 >>DPA STATUS: PASSED >>DPA TIME STAMP: 04-08-26 15:46:08 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 75 PURBECK DALE, TELFORD, DAWLEY TF4 2QW >>NEW ADDRESS: 2 LODGE COTTAGE CHURCH STREET ST. GEORGES TELFORD TF2 9LX >>NEW ACCOUNT #: 745655-03 >>INSTALL DATE: 14/08/2026 >>DISCO DATE: 13/08/2026 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 42442509 >>BE: NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 102.08 28/08/26 17/09/26 2 30.49 29/09/26 19/10/26 OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 37.49- 13/08/26 20/08/26 ======================================================== The customer requested to transfer services to a new property during a house move. The agent verified the new address is serviceable and confirmed an installation date of 14th August 2026 with disconnection on 13th August 2026. The agent explained the installation process requires an engineer who may drill internally or externally, takes less than two hours, and requires someone over 18 present. The customer must take equipment to the new premises. A one-off fee of £20.00 for installation and activation will be charged. The agent outlined account details: pending payment of £30.49, a credit of £42.57 to be applied, and a first bill of £59.51 due 17th September 2026. The agent provided access to bills via the online portal and directed the customer to the website and support line for future assistance. The package is M350 Fibre Broadband. RETENTIONS CID: b1993cd2-97f2-44e4-9d55-f08d065c5720 Account number: 351134202 Identity of the chatter: AH Name of the chatter: MR ADNAN AKRAM DPA STATUS: PASSED DPA TIME STAMP: 04-08-26 16:19:56 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : I want the cancel my contact ones it’s finished My contract is expiring this month, so I don’t want to renew it RESOLUTION: Customer on intro Idle||NFAT BE: N/A ============================================= The customer requested to cancel their contract as it was expiring and they did not wish to renew. The customer confirmed they wanted to cancel everything. An agent acknowledged the request and asked for the customer's full name. The customer did not respond to subsequent agent inquiries, and the chat ended due to inactivity before the cancellation request could be processed. RETENTIONS CID: 4a716809-db8d-4eb7-af05-f92b0c04f274 Account number: 624017901 Identity of the chatter: AH Name of the chatter: MR PAUL TOWEY DPA STATUS: PASSED DPA TIME STAMP: 04-08-26 16:43:43 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70443181 QUERY : Monthly payments are too high RESOLUTION: Offer accepted (For a total of £118 per month on a 24‑month contract, you'd receive 1130 Mbps broadband, Mega 200+ TV (Sky Sports HD, Cinema HD, TNT Sports, Virgin TV Kids channels and Netflix with ads) Anytime Chatter landline service. This package is well suited to your current usage) BE: Bill Bill Billing Due Amount Run Date Date 1 243.99 2/09/26 21/09/26 2 45.79- 2/10/26 19/10/26 3 118.00 4/11/26 19/11/26 ============================================= The customer requested a reduction in their monthly costs. The agent reviewed the account, confirmed an active O2 SIM with 150GB data, and presented a package offer of £118 per month on a 24-month contract including broadband, TV with multiple channels and Netflix with ads, landline service, and a second TV box. The customer approved the offer and received contract documentation. The agent completed the order and provided a work order number. The customer was informed of upcoming bills with pro-rated charges and advised to activate Netflix within 30 days, with potential brief service interruptions noted during transition. AUGUST 5, 2026 ======================================= RETENTIONS CID: 810df019-27f4-4fad-94d5-68d51815f13d Account number: 764111403 Identity of the chatter: AH Name of the chatter: MISS CHANTELLE FRARY DPA STATUS: PASSED DPA TIME STAMP: 05-08-26 08:31:48 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: 39793907 QUERY : Looking to Cancel RESOLUTION: Processed 30 days cancellation||Idle cancellation BE: No BE showing on Icoms ============================================= The customer requested to cancel all Virgin Media contracts due to high costs. The agent confirmed the customer's identity and offered alternative pricing options, which the customer declined. The agent processed a 30-day disconnection notice, with services ending on 4 September 2026. A pending payment of £34.26 is due on 12 August 2026. The agent provided guidance on equipment disposal and recycling, and confirmed that any linked mobile service will remain unaffected. The customer will receive an email with disconnection details and further information. RETENTIONS CID: e6d5068d-cb73-460c-a186-a659df11c0ec Account number: 60160503 Identity of the chatter: AH Name of the chatter: MRS LISA BOSWORTH DPA STATUS: PASSED DPA TIME STAMP: 05-08-26 08:34:49 Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: 19037441 QUERY : Looking to reduce the cost of services RESOLUTION: Offer accepted (For a total of £112 per month on a 24‑month contract, you'd receive 1130 Mbps broadband, Mega 200+ TV channels, including ( Sky Sports and Cinema in HD, Virgin TV Kids, TNT Sports, Netflix with ads as part of the package) and Anytime Chatter for landline service. This package is well suited to your current usage) BE: Bill Bill Billing Due Amount Run Date Date 1 31.28 3/09/26 23/09/26 2 119.00 2/10/26 23/10/26 ============================================= The customer raised concerns about pricing disparity between new customer and existing customer offers, noting they were not offered a lower rate available to new customers. After the agent reviewed the account and gathered information about the customer's service preferences and household usage, an initial package proposal at £138.37 per month was rejected as it matched the existing offer and remained double the new customer price. The customer expressed frustration about lack of loyalty pricing despite 15 years of service and indicated they would leave if rates could not approach £100 per month. The agent created an alternative bundle at £112 per month on a 24-month contract, including 1130 Mbps broadband, Mega 200+ TV channels with specified content, and landline service. The customer accepted the offer. Contract documentation was sent via SMS and email, which the customer confirmed receiving and approving. The agent completed the order and provided a work order reference number. The customer was advised of potential service interruptions during transition and reminded to activate Netflix within 30 days. EBB EXISTING CID: 147f9724-b955-49cc-abbe-fd7eae6a6b5a Account number: 91309402 Identity of the chatter: AH Name of the chatter: FIONA DOLL DPA STATUS: FAILED DPA TIME STAMP: DPA FAILED Contact number update status: Verified/NO Email address status: Verified/NO CJM :N/A WO: N/A QUERY : Looking to renew essential broadband package RESOLUTION: DPA FAILED BE: N/A ============================================= M&T *********HYBRID MESSAGING********* >>CID:ccd4b150-ef01-49f5-9b54-deafa3435987 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS SARAH FAGAN >>OLD ACC #: 2068905-05 >>DPA STATUS: PASSED >>DPA TIME STAMP: 05-08-26 09:57:57 >>QUERY: Customer want to transfer the service >>RESOLUTION: SUBMIT GOING AWAY FORM >>CURRENT ADDRESS: 2 A CANNING STREET LANE EDINBURGH EH3 8ER >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A installation date asap ======================================================== DISCO *********HYBRID MESSAGING********* >>CID: bae71e85-a337-418f-8e7b-2615d648fc79 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR RHYS ALLISON >>OLD ACC #: 223267804 >>DPA STATUS: PASSED >>DPA TIME STAMP: 05-08-26 10:38:08 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 6/08/2026 >>DISCO REASON: MM >>CONTACT NUMBER UPDATE STATUS: Verified/NO >>EMAIL ADDRESS STATUS: Verified/NO >>CJM:N\A ======================================================== >>WO: 12377045 >>BE: Bill Bill Billing Due Amount Run Date Date 1 308.16 6/08/26 10/08/26 ======================================================== >>SUMMARY: The customer requested to cancel their Virgin Media account due to relocation and financial difficulties. The agent confirmed the customer had moved to a non-serviceable area and arranged disconnection without early termination fees upon address verification. Disconnection was scheduled for 6 August 2026. The customer must submit proof of address within 28 days via email or post to waive the early disconnection fee of £359.72. Pending and final bills totalling £337.66 will be collected by Direct Debit. The agent provided guidance on equipment disposal and confirmed email access will remain for 90 days after account closure. M&T *********HYBRID MESSAGING********* >>CID: 3810cdf7-740a-4841-9502-da0fe8579957 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS ZARA FAROOQ >>OLD ACC #: 6886056-03 >>DPA STATUS: PASSED >>DPA TIME STAMP: 05-08-26 11:15:22 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 15 A MUSEUM STREET WARRINGTON WA1 1JA >>NEW ADDRESS: 19 WEST FARM WYND NEWCASTLE UPON TYNE NE12 8UD >>NEW ACCOUNT #: 1427701-03 >>INSTALL DATE: 7/08/2026 >>DISCO DATE: 6/08/2026 >>CONTRACT: New contract >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 62339193 >>BE: OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 68.95- 7/08/26 14/08/26 NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 93.50 19/08/26 8/09/26 2 27.00 18/09/26 8/10/26 ======================================================== The customer requested assistance moving home and transferring services to a new address. The agent confirmed the address was serviceable and offered self-installation with activation on 7 August 2026 and disconnection from the old address on 6 August 2026. The customer selected a broadband package at £27 per month on a 24-month contract with 264 Mbps speeds. The agent explained contract terms including a 14-day cooling-off period and early disconnection fees for relocating to unsupported areas. A £35.00 installation/activation fee applies. Contract documentation will be sent via SMS and email. An outstanding payment of £63.50 is due, with a credit of £68.95 applied to the first bill, resulting in a net payment of £23.55 on 8 September 2026. The customer requested no marketing calls. DISCO *********HYBRID MESSAGING********* >>CID: 2984378e-1355-4aed-86b1-b22c143295c4 >>Identity of the chatter: TP >>NAME OF THE CHATTER: Mrs Lisa Mancrief >>OLD ACC #: 600106101 >>DPA STATUS: FAILED >>DPA TIME STAMP: FAILED >>QUERY: Customer want to cancel due to >>RESOLUTION: DPA FAILED >>CONTACT NUMBER UPDATE STATUS: Verified/NO >>EMAIL ADDRESS STATUS: Verified/NO >>CJM: C-0508263855 >>WO: NA >>BE: N/A ======================================================== >>SUMMARY: The customer, acting as power of attorney for a family member, requested account cancellation. The customer had emailed legal documentation (power of attorney verification) to the team over 10 days prior without response. The agent could not process the request without account password verification, which the customer could not provide. The agent raised a case and provided a reference number. The customer was directed to contact a dedicated team by phone for cancellation support. A complaint was raised with an expected response within 24–48 hours. Carole 32118724-97bd-478b-8f92-fda23a9c11b5 Bt234RG, Number 11 Lancaster The customer enquired about broadband and TV packages for a family member relocating to a new property. The agent gathered requirements and presented two package options: a standard package at £52.99 per month for 24 months including M500 broadband, 200+ TV channels, and Netflix, or a Supercharged package at £57.99 per month with O2 SIM and additional features. The customer did not respond to the final offer, and the agent ended the chat without confirmation of a selected package. M&T *********HYBRID MESSAGING********* >>CID: 2b5964b8-fbd2-49aa-bc7f-404deffcf6a5 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS LUCY TALBO >>OLD ACC #: 886823802 >>DPA STATUS: PASSED >>DPA TIME STAMP: 05-08-26 15:09:14 >>QUERY: Customer want to transfer the service >>RESOLUTION: SUBMIT GONE AWAY FORM >>CURRENT ADDRESS: 4 DEERE FURROW, STAFFORD ST16 1WG >>NEW ADDRESS: 21 MONTVILLE DRIVE STAFFORD ST17 9XJ >>NEW ACCOUNT #: 8068813-02 >>INSTALL DATE: 11/08/2026 >>DISCO DATE: 10/08/2026 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 38060498 >>BE: OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 2.19- 11/08/26 28/08/26 NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 65.45 10/09/26 30/09/26 2 25.50 10/10/26 30/10/26 ======================================================== The customer requested assistance with moving home. The agent verified the new property is serviceable by Virgin Media and identified an existing active service at that address. The agent submitted a form to disconnect the current account on the moving day to facilitate service transfer, with processing typically taking 24–48 hours. The customer will be contacted via text message with updates on the outcome and next steps. RETENTIONS CID: 75202787-de41-44a1-8597-5c4c81ceb757 Account number: 294880802 Identity of the chatter: AH Name of the chatter: MR SHAKIRU SUENU DPA STATUS: PASSED DPA TIME STAMP: 05-08-26 15:29:26 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 26098697 QUERY : Looking to cancel RESOLUTION: offered two options with o2 sim but the customer decline|| Proceed with 30 days cancellation BE: Bill Bill Billing Due Amount Run Date Date 1 49.70- 26/08/26 17/09/26 ============================================= AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. RETENTIONS CID: ee55cda2-6492-48a9-bd1a-3dc486c9722b Account number: 336788301 Identity of the chatter: AH Name of the chatter: MR IAN WATSON DPA STATUS: PASSED DPA TIME STAMP: 05-08-26 15:34:45 Contact number update status: Verified Email address status: Verified CJM : C-050826542 WO: 77001785 QUERY : Looking to reduce the cost of services RESOLUTION: Offered For a total of £31 per month on a 24‑month contract, you'd receive 1130 Mbps broadband the customer happy to go ahead with the offer and happy to close the complaint BE: Bill Bill Billing Due Amount Run Date Date 1 29.44 8/08/26 7/09/26 2 31.00 10/09/26 5/10/26 ============================================= The customer requested a better pricing offer on their existing broadband package due to cost concerns and local competition. The customer declined television services and enquired about National Health Service staff discounts. The agent offered 1 Gigabit Fibre Broadband at £31 per month on a 24-month contract (£80 after promotion), with speeds of 1,006–1,138 Mbps download and 97–105 Mbps upload. The agent confirmed the existing hub remained applicable and Netflix with advertisements was included. The customer accepted the new contract with activation on a specified date and received a work order number. The complaint was closed after the customer confirmed satisfaction. RETENTIONS CID: 7b19254a-abf9-402f-bb36-4eff2cb9c199 Account number: 636423804 Identity of the chatter: AH Name of the chatter: MR MICHAEL COHEN DPA STATUS: PASSED DPA TIME STAMP: 05-08-26 16:18:00 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Offered For a total of £87 per month on a 24‑month contract, you'd receive 1130 Mbps broadband, Mega 200+ TV channels, including ( Sky Sports and Cinema in HD, Virgin TV Kids, Netflix with ads as part of the package). Plus additional set up box. This package is well suited to your current usage but the customer decline BE: N/A ============================================= AUGUST 6, 2026 RETENTIONS CID: 1e7937f9-9004-4a64-92bc-21bbb32f0464 Account number: 8991951-02 Identity of the chatter: AH Name of the chatter: MISS HANNAH RUSH DPA STATUS: PASSED DPA TIME STAMP: 06-08-26 08:28:20 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 38044263 QUERY : Looking to cancel RESOLUTION: Unresponsive||Proceed with 30 days cancellation BE: Bill Bill Billing Due Amount Run Date Date 1 49.15 11/08/26 28/08/26 ============================================= The customer requested cancellation of all Virgin Media services citing high costs. The agent presented two alternative packages (£28 or £33 monthly) to retain the customer, but the customer declined. The agent processed a 30-day disconnection notice with service ending 5 September 2026 and a final bill of £49.15 due 28 August 2026. Equipment must be returned via pre-paid packaging to Collect+ within the notice period or a £45 charge may apply. A confirmation email will be sent with next steps. RETENTIONS CID: 6218ecba-d7d8-4cf6-b561-dc31f610834e Account number: 644317601 Identity of the chatter: AH Name of the chatter: MR DARREN SAVERY DPA STATUS: PASSED DPA TIME STAMP: 06-08-26 08:58:42 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Customer on intor idle||NFAT BE: N/A ============================================= The customer requested to cancel their service due to switching to a new provider. The agent offered to review the account and explore updated offers to address the customer's price increase concern. The customer confirmed they wished to cancel everything. The agent attempted to reconnect multiple times but received no response, and the chat ended due to inactivity. RETENTIONS CID: 5305123f-bafb-406f-be3f-eebd094a261b Account number: 207229101 Identity of the chatter: AH Name of the chatter: MR JAMES COOTE DPA STATUS: PASSED DPA TIME STAMP: 06-08-26 09:17:57 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 12382060 QUERY : Looking to reduce the cost of services RESOLUTION: Offer a downgraded package which is Entertainment Bundle for just £53 per month on a new 24 months|| Customer accepted BE: Bill Bill Billing Due Amount Run Date Date 1 177.24 12/08/26 1/09/26 2 11.60 12/09/26 1/10/26 3 53.00 14/10/26 2/11/26 ============================================= The customer sought better pricing for their Virgin Media services. After reviewing multiple options, the agent offered an Entertainment bundle at £53 per month on a 24-month contract, including 362 Mbps broadband, Mega TV 200+ channels, one landline, and Netflix Standard with Ads. The customer accepted this package, effective 05/09/2026 (work order provided). The customer also requested assistance with Virgin 360 controller setup, which the agent arranged for a dedicated team callback. Contract documentation was sent via email and SMS. The customer was advised of potential service interruption and instructed to activate Netflix within 30 days. RETENTIONS CID: 78ac230b-6112-4b4d-8fcd-598277e9d17c Account number: 746720901 Identity of the chatter: AH Name of the chatter: MRS ANGELA HAYKIN DPA STATUS: PASSED DPA TIME STAMP: 06-08-26 09:41:23 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70297619 QUERY : Looking to reduce the cost of services RESOLUTION: Offer Gig 1 Fiber with 1130Mbps for just £47 per month || ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 92.50 28/08/26 18/09/26 2 21.25- 29/09/26 19/10/26 3 47.00 28/10/26 18/11/26 ============================================= The customer sought to reduce service costs ahead of retirement. After reviewing multiple options, the agent offered 1130 Mbps broadband with Mega 200+ TV channels for £47 per month on a 24-month contract. The customer accepted after confirming the broadband speed matched their current service. The agent sent contract documentation, obtained approval via SMS, and completed the order with a work order number. Billing details were provided showing three upcoming bills. The customer was advised of potential service interruption during transition and reminded to activate a streaming service within 30 days. 3 8c1fdc3d-5b1c-4ab4-b533-1dde2128da95 Dylan 3 New Road, Stoke Gifford, Bristol, BS348QW The customer enquired about broadband services and requested confirmation that early termination fees would not apply if they relocate to an address outside coverage within approximately 12 months. The agent confirmed eligibility for services at the customer's address and recommended the Gig 1 Broadband package at £39.99 per month for 24 months with no setup fee, including ultrafast speeds and Netflix standard with ads. The agent confirmed that early termination fees would be waived upon provision of proof of a new address outside the coverage area. The customer stated they would discuss the offer with household members before proceeding. 70298123 7655417-02 £22.99 RS1001968171 Gig1 Full Fibre Broadband RETENTIONS CID: d4fb237e-33d7-48d1-b90c-1f53833827fb Account number: 317106007 Identity of the chatter: AH Name of the chatter: MR ANDREW JAMIESON DPA STATUS: PASSED DPA TIME STAMP: 06-08-26 13:17:08 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 77003511 QUERY : Looking to reduce the cost of services RESOLUTION: Offer accepted for only £30/month on a new 24 months, you’ll get 264 Mbps internet, and Anytime Chatter landline BE: Bill Bill Billing Due Amount Run Date Date 1 24.66 21/08/26 15/09/26 2 30.00 22/09/26 15/10/26 ============================================= The customer sought a more competitive renewal price for their broadband service. The agent presented several pricing options; the customer declined the first two but accepted a revised offer of £30 per month for M250 Broadband and Phone on a 24-month contract, effective 7 August 2026. Contract documentation was sent via email and SMS, and the customer confirmed receipt and approval. The agent completed the order and provided a work order number. Service details including download speeds (266–274 Mbps), upload speeds (26 Mbps), and minimum guaranteed speed (132 Mbps) were confirmed. The first bill on 15 September 2026 will be £24.66 (including pro-rata charges), then £30.00 from 15 October 2026. The agent noted potential brief service interruption during transition and advised that future changes require 30 days' notice. DISCO *********HYBRID MESSAGING********* >>CID: a75eee1f-fc54-4f00-834c-c360f783e9af >>Identity of the chatter:AH >>NAME OF THE CHATTER: Ruth Saggers >>OLD ACC #: 651231101 >>DPA STATUS: PASSED >>DPA TIME STAMP: 06-08-26 13:52:12 >>QUERY: Customer want to cancel due to moving to a different country >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 7/08/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM: C-0608264052 ======================================================== >>WO: 24098956 >>BE: Bill Bill Billing Due Amount Run Date Date 1 43.94- 8/08/26 27/08/26 ======================================================== >>SUMMARY: The customer requested account cancellation due to permanent relocation abroad. The agent discussed disconnection procedures and informed the customer of a £62.23 early termination fee for disconnecting within the standard 30-day notice period. The customer objected to the charge, asserting their contract had already ended. The agent raised a formal complaint and escalated the fee waiver to management, which approved the waiver. Disconnection was scheduled for 7 August 2026 with a final bill of £19.05 payable via Direct Debit on 27 August 2026. The customer will retain email access for 90 days after account closure. The complaint was closed per the customer's request. RETENTIONS CID: 05b01588-ca11-4b01-a6b9-eca7ab5213d0 Account number: 400146601 Identity of the chatter: AH Name of the chatter: MR PAUL BUTLER DPA STATUS: PASSED DPA TIME STAMP: 06-08-26 15:10:35 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Citrix auto closed During presentation||NFAT BE: N/A ============================================= AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. RETENTIONS CID: ee3a4931-d0aa-4d1d-9ab0-1d181ba845a0 Account number: 416510002 Identity of the chatter: AH Name of the chatter: Shaun Dorey DPA STATUS: PASSED DPA TIME STAMP: 06-08-26 15:31:05 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Citrix auto closed During presentation||NFAT BE: N/A ============================================= AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. RETENTIONS CID: f49a47fa-fc3d-47f0-982a-c465e3bdc2d4 Account number: 62381505 Identity of the chatter: AH Name of the chatter: LIBYA DPA STATUS: FAILED DPA TIME STAMP: NOT YET DONE Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: UNRESPONSIVE INTRO BE: N/A ============================================= RETENTIONS CID: 95b1e14b-8bcc-436a-8227-55a041d851be Account number: 845236901 Identity of the chatter: AH Name of the chatter: MR LEE DONOVAN DPA STATUS: PASSED DPA TIME STAMP: 06-08-26 16:09:59 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Cancelling RESOLUTION: UNRESPONSIVE||NFAT BE: N/A ============================================= The customer requested contract cancellation due to dissatisfaction with pricing. The agent identified an outstanding account balance and proposed exploring alternative offers contingent on a partial payment to maintain service. The customer did not respond to the agent's proposal. The agent made multiple reconnection attempts before ending the chat without resolution. The customer had previously experienced service suspension following a payment dispute and raised concerns regarding additional charges. DISCO *********HYBRID MESSAGING********* >>CID: 75ff40d3-1a40-4637-aa87-988ec0cfe7d4 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS LOUISE GILVARY >>OLD ACC #: 168324502 >>DPA STATUS: PASSED >>DPA TIME STAMP: 06-08-26 16:43:52 >>QUERY: Customer wants to move >>RESOLUTION: Customer on intro idle||NFAT >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: N.A >>BE: N/A ======================================================== >>SUMMARY: The customer contacted regarding a house move. The agent confirmed understanding of the relocation and requested the customer's complete forwarding address, including the first line and house number. The customer provided address information. The agent requested final confirmation of the complete forwarding address. No explicit resolution or committed next steps were documented. AUGUST 7, 2026 EBB CID: d6735d51-6b4f-4d7b-a902-33f52eed2133 Account number: 213657502 Identity of the chatter: AH Name of the chatter: Callam DPA STATUS: PASSED DPA TIME STAMP: 07-08-26 08:32:21 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 12383587 QUERY : Looking for Essential Broadband RESOLUTION: Processed renewal of Essential Broadband BE: Bill Bill Billing Due Amount Run Date Date 1 8.99 21/08/26 10/09/26 2 12.50 22/09/26 12/10/26 ============================================= The customer contacted support regarding their broadband package and billing concerns. After failing the initial security check, the agent sent a bill via email with account details. The customer reported confusion about their package reverting to a higher-priced social tariff and requested the £12.50 social tariff. The agent identified an expired contract causing higher charges and processed a renewal of the Essential Broadband package at £12.50 per month. The customer approved the order, which was completed with a work order number provided. The agent explained the next bill would be prorated and that the customer would receive an email confirming the changes. The customer was directed to a website to manage their account going forward. RETENTIONS CID: b01074d4-0065-4224-af6e-8ab987c7a3c6 Account number: 22740207 Identity of the chatter: AH Name of the chatter: MISS KATHRYN HAMPSHIRE DPA STATUS: PASSED DPA TIME STAMP: 07-08-26 08:55:15 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 51444873 QUERY : Looking to cancel || Too expensive for the package that I have compared to what is offered to new customers RESOLUTION: Offred for only £30/month, you’ll get 516 Mbps internet. It’s a strong package with the reliability and support you’ve come to expect from us|| ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 28.01 4/09/26 28/09/26 2 30.00 3/10/26 28/10/26 ============================================= The customer contacted the agent regarding their Virgin Media broadband service, initially requesting cancellation due to pricing concerns. The agent reviewed the account and offered the Volt500 Broadband package at £30 per month on a 24-month contract. The customer accepted this offer. The agent sent contract documentation via email and SMS, which the customer signed. The order was completed with activation scheduled for 8 August 2026. The first bill will be £28.01 on 28 September 2026, with subsequent bills at £30 monthly. The agent advised the customer of potential brief service interruption and the requirement to provide 30 days' notice for future service changes. DISCO *********HYBRID MESSAGING********* >>CID:b383858d-c554-481f-8c7c-c74c07ff8521 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS MARINA RIZAKOVA >>OLD ACC #: 206965001 >>DPA STATUS: PASSED >>DPA TIME STAMP:07-08-26 09:19:30 >>QUERY: Customer want to cancel due to Moving to different country >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 6/09/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 17335244 >>BE: Bill Bill Billing Due Amount Run Date Date 1 65.72 8/08/26 28/08/26 ======================================================== >>SUMMARY: The customer requested cancellation of Virgin Media internet services. The agent processed the cancellation with a disconnection date of 6 September 2026 and a final bill of £65.72 to be charged on 28 August 2026. The agent instructed the customer to return equipment via prepaid packaging to a Collect+ point, with a potential £85.19 charge for unreturned items. The customer will retain email access for 90 days after account closure and will receive an equipment return kit within 10 days of disconnection. The Direct Debit will be cancelled automatically once the account is settled. ebb sale CID: 89683fd7-3311-43e9-a024-33258975bd3c Account number: 746925101 Identity of the chatter: AH Name of the chatter: MISS KATHRINA POMPE DPA STATUS: PASSED DPA TIME STAMP: 07-08-26 09:56:51 Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: 24101250 QUERY : Looking to reduce the cost of services RESOLUTION: Processed renewal of Essential Broadband Plus BE: Bill Bill Billing Due Amount Run Date Date 1 20.00 27/08/26 14/09/26 2 20.00 26/09/26 12/10/26 ============================================= The customer requested to renew their Essential Broadband Plus package. The agent verified the account holder's identity and processed the renewal for the M50 Essential Broadband Plus package at £20 per month, providing a work order number. The agent explained that the next bill would be prorated according to the billing cycle and that the new package would activate within a few hours. The agent provided a link to manage the account online and requested contact information to update the system, but the customer did not respond before the chat ended. M&T *********HYBRID MESSAGING********* >>CID: b2f84610-8b64-4f15-8d1a-5350525aec40 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR ZOLTAN GEDO >>OLD ACC #: 924208901 >>DPA STATUS: PASSED >>DPA TIME STAMP: 07-08-26 10:24:07 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 3 COWPER CRESCENT, COLCHESTER CO4 5XT >>NEW ADDRESS: 3 DICKENSON ROAD COLCHESTER CO4 5BL >>NEW ACCOUNT #: 9211866-01 >>INSTALL DATE: 28/08/2026 >>DISCO DATE: 27/08/2026 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 38057119 >>BE: OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 35.49 11/08/26 28/08/26 2 15.39- 27/08/26 28/08/26 NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 69.69 10/09/26 30/09/26 2 35.49 10/10/26 30/10/26 ======================================================== The customer requested to transfer internet services to a new property. The agent confirmed the address was serviceable and discussed installation requirements, including potential pre-installation work and the need for an adult to be present. The installation was scheduled for 28 August 2026 in the afternoon. The customer declined package upgrade offers and retained the current M500 Fibre Broadband package. A one-off £20 installation fee was confirmed, the existing payment method would continue, and an account credit would be applied to the first bill at the new address. The agent provided installation appointment details and support contact information. 89130572-88d5-490a-b01d-a94e7143fdba Joan Williams 108 Wembdon Road, Bridgwater. TA6 7QS The customer reported completing an online sign-up for a service package but realised before payment that the selected package did not include a landline service and requested to cancel. The agent verified the customer's details and checked the system, confirming no work order had been created. The agent advised the customer could resubmit the order online with the correct package. The conversation concluded with no further commitments made. RETENTIONS CID: 756d443c-cdae-4a06-819d-ede272c8ebcc Account number: 9192898-01 Identity of the chatter: AH Name of the chatter: MR SAJID ALI DPA STATUS: PASSED DPA TIME STAMP: 07-08-26 11:31:05 Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Offer decline|| He wants information about transferring the ownership of the account, as he is considering putting it under his sister’s name||Customer wants to call back about transferring the account||CUSTOMER BECOME UNRESPONSIVE BE: N/A ============================================= RETENTIONS CID: ad95359f-017d-4eeb-b257-1f8392af95fb Account number: 56000504 Identity of the chatter: AH Name of the chatter: MR CHRIS KERSHAW DPA STATUS: PASSED DPA TIME STAMP: 07-08-26 13:22:37 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Customer become unresponsive during discovery presentation||NFAT BE: N/A ============================================= The customer enquired about closing their account and switching suppliers due to high costs. The agent reviewed the account and presented two pricing options: Option 1 at £38 monthly for 132 Mbps broadband and Flex TV (150+ channels), and Option 2 at £37 monthly for faster speeds (364 Mbps), Flex TV (150+ channels), and O2 SIM benefits, both on 24-month contracts. The customer did not respond to subsequent agent messages, and the chat ended due to no response. The agent invited the customer to rejoin when available. RETENTIONS CID: 80e69608-f158-4a91-ac70-4113689c187d Account number: 443903804 Identity of the chatter: AH Name of the chatter: MRS DAWN HUDSON DPA STATUS: PASSED DPA TIME STAMP: 07-08-26 13:54:19 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: Inquiry about switching provider||NFAT BE: N/A ============================================= The customer requested to cancel Virgin Media services at the end of their contract on 13 September 2026. The customer is switching to a new provider with installation planned for 17 August but wanted service overlap until the contract end date. The agent explained that Virgin Media services will cease once the new provider confirms installation, with no overlap of services or bills beyond what has been used. The agent confirmed the customer need not take further action; the new provider will notify Virgin Media upon installation completion. NEW ACQUI 19055d26-b45a-4b8e-a732-8c6ad2b3fd8f Jas 32 ABSON STREET CHADDERTON OLDHAM OL1 2PR The customer enquired about broadband services, specifically the M250 Broadband deal, and requested information about contract terms and pricing. The customer noted they were a former customer with existing setup. The agent advised that a 24-month contract provides greater discounts than a rolling contract and asked whether the customer wanted broadband only or broadband with additional TV and landline services. The conversation concluded without resolution due to customer non-response. EBB CID: e1769efd-86fe-4fdf-9ae9-0f49a2a48769 Account number: 9200002-03 Identity of the chatter: AH Name of the chatter: MRS CATHERINE THOMSON DPA STATUS: PASSED DPA TIME STAMP: 07-08-26 15:25:36 Contact number update status: Verified/No Email address status: Verified\No CJM :N/A WO: N/A QUERY : Looking for Essential Broadband RESOLUTION: Customer becomes unresponsive on ECC1 scripts||NFAT BE: N/A ============================================= NEW ACQUI 1d90e657-9210-43d5-a008-ba41b2047556 Nick 16 RUTLAND ROAD, MABLETHORPE, LN12 1EN UNSERVICEABLE NEW ACQUI Harry d756ee9a-268a-48f4-b4d0-90228940afad Deansgate Gardens Apartment 8 82 - 100 Bolton BL1 1EU. The customer enquired about broadband and television services for a new property. The agent recommended the M500 Broadband package with Flex TV at £32.99 per month on a 24-month contract, with annual price increases from April 2027. The customer declined the optional O2 SIM bundle and Netflix inclusion. The agent collected account details and banking information to process the order. The customer will receive contract details and billing instructions via email and SMS within 7 days and should register with the online account portal to verify details. RETENTIONS CID: 1b1e92f4-dbd6-42e5-a8e7-b4ffa3019d82 Account number: 342887401 Identity of the chatter: AH Name of the chatter: MR ANDREW MYALL DPA STATUS: PASSED DPA TIME STAMP: 07-08-26 16:33:24 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel RESOLUTION: Offer decline( £97 per month on a new 24 months of contract. you'll get 1130 Mbps broadband internet services, Mega TV 200+ channels Including TNT Sports, Sky Sports, Netflix with ads and anytime chatter landline services—perfect for your current usage. We can also offer you our Volt 1 Gig Fibre Broadband for £102 (£97 for VM + £5 for the O2 sim)|| Customer requested to proceed with one touch switch cancellation BE: N/A ============================================= AUGUST 10, 2026 CID: 395ec8da-e4db-4b62-92c7-db80533c0b66 Account number: 902697202 Identity of the chatter: AH Name of the chatter: MR TERANCE WOODWARD DPA STATUS: PASSED DPA TIME STAMP: 10-08-26 08:31:25 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 39830462 QUERY : Looking to renew essential broadband RESOLUTION: Processed Essential Broadband packaged BE: Bill Bill Billing Due Amount Run Date Date 1 4.80 27/08/26 14/09/26 2 12.50 26/09/26 12/10/26 ============================================= The customer requested to renew their Essential Broadband package. The agent processed the renewal of the M15 Essential Broadband package at £12.50 per month and provided a work order number. The agent explained that the next bill would be prorated and that the customer would receive an email confirming the changes. The agent provided a link to the online account management portal and advised that the new package would be activated within a few hours. RETENTIONS CID: a7d7a945-7b5d-4ec9-832d-8777ec94ba6b Account number: 611933102 Identity of the chatter: AH Name of the chatter: MR PETER JORDAN DPA STATUS: PASSED DPA TIME STAMP: 10-08-26 08:47:50 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Provide 2 options but the customer closed the chat||NFAT BE: N/A ============================================= The customer, a pensioner, sought more affordable broadband and landline services, expressing concern about paying for unused TV services. The agent reviewed the account and initially offered bundles including TV, but after the customer clarified they already have Sky TV, the agent created alternative options without TV. The agent presented two revised offers: broadband and landline at £37 per month, or the same with an O2 SIM at £42 per month, both on 24-month contracts. The customer did not explicitly accept either option. The customer expressed frustration about the extended wait time. RETENTIONS CID: 250c6a69-c104-4cc4-bc87-f578d9ee6103 Account number: 830030103 Identity of the chatter: AH Name of the chatter: MR JAMIE DODD DPA STATUS: PASSED DPA TIME STAMP: 10-08-26 09:11:16 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Customer intro idle||NFAT BE: N/A ============================================= DISCO *********HYBRID MESSAGING********* >>CID: 56fbd20e-64f8-423a-b878-6c15becd7803 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR ALEXANDER HURFORD >>OLD ACC #: 5714623-03 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-08-26 09:26:04 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 11/08/2026 >>DISCO REASON: MM >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 70513976 >>BE: Bill Bill Billing Due Amount Run Date Date 1 411.76 12/08/26 26/08/26 ======================================================== >>SUMMARY: INQUIRY *********HYBRID MESSAGING********* >>CID: 4c676855-909e-42f0-a828-d32d738f27c8 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR JAMES HENDERSON >>OLD ACC #: 17138401 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-08-26 09:37:43 >>QUERY: Customer want to move the services >>RESOLUTION: The customer confirmed they can take the equipment with them and will contact us back once the new address is confirmed||NFAT >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A ======================================================== >>SUMMARY: The customer contacted support to move their services due to a house relocation. The customer is leaving their current address on Friday and will be in temporary accommodation with the local council until a permanent address is confirmed. The agent advised the customer to contact back once their temporary accommodation address is provided, at which point the service move can be processed. The customer confirmed they can take the equipment with them. *********HYBRID MESSAGING********* >>CID:c94c7d92-8244-4b88-9b8c-7272b8ed1d85 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR DAVE GREEN >>OLD ACC #: 9130835-03 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-08-26 10:04:10 >>QUERY: Customer want to relocate services >>RESOLUTION: Booked an engineer to relocate services on 19/08/2026 >>CONTACT NUMBER UPDATE STATUS: Verified/No >>EMAIL ADDRESS STATUS: Verified/No >>CJM:N\A >>WO: N.A >>BE: N/A ======================================================== >>SUMMARY: The customer requested assistance relocating services due to a house renovation with electricity disconnected, moving to an annexe building at the same address. The agent confirmed the moving situation and gathered address details. After clarification that the new address is the same location but a different building, the agent confirmed the relocation could proceed. The agent offered the earliest available relocation date, which the customer accepted. The customer requested a morning appointment, which was confirmed. *********HYBRID MESSAGING********* >>CID: 5ebcca5f-fbce-41f3-9fd1-87c814b5a51d >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS JOSIE BROMLEY >>OLD ACC #: 73287702 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-08-26 10:11:57 >>QUERY: Customer want to transfer the service >>RESOLUTION: Customer on intro idle||NFAT >>CURRENT ADDRESS: 155 BLACKWOOD AVENUE, WOLVERHAMPTON WV11 1EY >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE:N/A ======================================================== The customer sought help with moving home and requested to transfer their current broadband package to their new address, confirming they wished to retain their existing package. The agent acknowledged the customer's moving situation and confirmed understanding of the request. The conversation ended without resolution due to customer inactivity, and the agent invited the customer to rejoin and complete a support survey. M&T *********HYBRID MESSAGING********* >>CID: 20a7de9a-3d1a-4ce8-ab6e-6dddb1efa309 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR WILLIAM LAWSON >>OLD ACC #: 632632604 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-08-26 10:42:18 >>QUERY: Customer want to transfer the service >>RESOLUTION: Customer on intro idle||NFAT >>CURRENT ADDRESS: 143 TUNBURY AVENUE CHATHAM ME5 9HY >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A ======================================================== GONE AWAY *********HYBRID MESSAGING********* >>CID: 15395e1a-a4a4-447b-9bc0-8b7cbb703a64 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR JON BLIGHT >>OLD ACC #: 731114401 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-08-26 10:45:48 >>QUERY: Customer want to transfer the service >>RESOLUTION: Submitted gone away form >>CURRENT ADDRESS: 6 HILLBURY AVENUE, ANDOVER SP10 2LZ >>NEW ADDRESS: 7403088-02 >>NEW ACCOUNT #: 6 ASHFIELD ROAD ANDOVER SP10 3PE >>INSTALL DATE: 28th August 2026 >>DISCO DATE: 27/08/2026 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE:N/A ======================================================== The customer requested assistance with relocating their services to a new address. The agent collected necessary details and confirmed the target installation date. The agent identified an active service at the new address and explained the resolution process: attempting to contact the current customer or submitting a form for automatic disconnection, typically taking 24–48 hours. The agent submitted the form and committed to contacting the customer via text message with updates once the matter is resolved. *********HYBRID MESSAGING********* >>CID: 15395e1a-a4a4-447b-9bc0-8b7cbb703a64 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR JON BLIGHT >>OLD ACC #: 731114401 >>DPA STATUS: PASSED >>DPA TIME STAMP: 10-08-26 10:45:48 >>QUERY: Customer want to transfer the service >>RESOLUTION: Submitted gone away form >>CURRENT ADDRESS: 6 HILLBURY AVENUE, ANDOVER SP10 2LZ >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE:N/A ======================================================== The customer requested assistance with relocating their services to a new address. The agent collected necessary details and confirmed the target installation date. The agent identified an active service at the new address and explained the resolution process: attempting to contact the current customer or submitting a form for automatic disconnection, typically taking 24–48 hours. The agent submitted the form and committed to contacting the customer via text message with updates once the matter is resolved. RETENTIONS CID: 3f0ce8b5-6076-4453-951d-fd68324d4535 Account number: 3015043-03 Identity of the chatter: AH Name of the chatter: MR GARY MORRISON DPA STATUS: PASSED DPA TIME STAMP: 10-08-26 11:12:17 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 13021662 QUERY : Looking to reduce the cost of services RESOLUTION: Offer (For £78.00 a month on a 24‑month contract you'll get 516Mbps broadband, Mega TV 200+ Channels —perfect for your current usage) ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 215.89 10/09/26 30/09/26 2 78.00 9/10/26 29/10/26 ============================================= The customer requested a package change to remove the landline and retain basic television and broadband services. The agent presented two pricing options; the customer selected the £78.00 monthly option for 516Mbps broadband and Mega TV 200+ channels on a 24-month contract. The customer declined the optional O2 SIM add-on. The agent processed the order, sent contract documentation via email and SMS, and confirmed completion with a work order reference. A £10.00 one-time charge was applied for TV box upgrade. The contract begins upon TV box delivery, with the first bill at £215.89 and subsequent monthly bills at £78.00. The customer was advised of potential service interruption and instructed to activate Netflix within 30 days. NEW ACQUI CV11 5ja, 20 ddf24572-fb35-4ff7-9eee-cbbdabfb37ef Chloe The customer enquired about a self-install broadband package. The agent confirmed the customer's eligibility for self-installation with 3-4 working day equipment delivery at no cost and a video installation guide. The customer asked about delivery date selection and direct debit payment setup. The agent explained that delivery dates would be provided for the customer to select and that direct debit options would appear during order processing. The customer requested assistance with order completion as they lacked an account. The agent offered manual order processing and began collecting account details but did not complete the process. The agent closed the conversation, advising the customer to contact again between 8am and 10pm for further assistance. CID: 5c6fa9a5-8de5-4586-9821-3d390f824cd4 Account number: 733006705 Identity of the chatter: AH Name of the chatter: Lisa Bellas DPA STATUS: PASSED DPA TIME STAMP: 10-08-26 13:35:06 Contact number update status: Verified/No Email address status: Verified/No CJM :N/A WO: N/A QUERY : Hi I just joibed virgin media and I wanted to make sure the switch scheme payment is going to be cleared with my previous provider as I have had an email from them stating I have a fee to pay RESOLUTION: Customer on inrto idle|| NFAT BE: N/A ============================================= The customer enquired about Virgin Media's switch scheme payment process and whether outstanding fees from their previous provider would be addressed. The agent provided details on the switching procedure: the customer would receive an email after order placement with next steps, requiring their final bill and new account number. The agent confirmed that bill credit would be applied within 28 days following eligibility verification, with the switching credit claimable within 60 days of service activation. The conversation concluded when the customer did not respond to the agent's follow-up messages. RETENTIONS CID: f9663c19-b559-4533-a659-be6c341c1108 Account number: 834020803 Identity of the chatter: AH Name of the chatter: MR CHRISTOPHE GUY DPA STATUS: PASSED DPA TIME STAMP: 10-08-26 13:24:03 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 16377783 QUERY : I am thinking of signing a new 2 year contract with 1 GB internet. But I understand you may have 1.5 or 2.0 GB in Torquay soon. What are your plans RESOLUTION: Offer (For £45.00 a month on a 24‑month contract you'll get 516Mbps broadband —perfect for your current usage) ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 1.92 4/09/26 1/10/26 2 40.00 3/10/26 2/11/26 ============================================= RETENTIONS CID: 5a94c4a0-856a-46d1-8c74-913c043525e4 Account number: 728472901 Identity of the chatter: AH Name of the chatter: MR CHRIS CURLEY DPA STATUS: PASSED DPA TIME STAMP: 10-08-26 13:24:03 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70519299 QUERY : price increase of more than 100% not acceptable RESOLUTION: Offer ( For £103.00 a month on a 24‑month contract you'll get 1130Mbps broadband, Mega TV 200+ Channels including Sky Sports and Cinema in HD, Virgin TV Kids, TNT Sports,(Netflix with ads as part of the package) plus 1 set up box, and Anytime Chatter for landline services —perfect for your current usage) ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 49.33 15/08/26 2/09/26 2 103.00 16/09/26 2/10/26 ============================================ The customer contacted regarding a price increase exceeding 100% on their existing contract and requested cancellation. The agent reviewed the account and negotiated an alternative package. After discussing household usage (multiple devices and family members on O2 mobile services), the agent offered a Max Volt Triple package at £103.00 per month on a 24-month contract. The customer accepted the offer. The agent sent contract documentation via email and SMS, confirmed receipt, and completed the order. The new contract activates on 11 August 2026, with the first bill on 2 September 2026 at £49.33 (pro-rata), then £103.00 monthly. The agent advised of potential brief service interruption and instructed the customer to activate Netflix within 30 days. NEW ACQUI 535d9166-3487-465c-9bb5-8c3c508096d1 SAM NG173NS, 32 Pipistrelle Roost AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. RETENTIONS DISCO CID: db7c7b68-5bc4-4c39-8448-f2e92c66dff6 Account number: 768156004 Identity of the chatter: AH Name of the chatter: MR CHRIS RICHARDSON DPA STATUS: PASSED DPA TIME STAMP: 10-08-26 13:24:03 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: 39834086 QUERY : Looking to cancel RESOLUTION: Offer the most affordable package but the customer declined|| Proceed with 30 days cancellation as the customer requested BE: Bill Bill Billing Due Amount Run Date Date 1 43.82 11/08/26 28/08/26 ============================================= The customer requested cancellation of all Virgin Media services with 30 days' notice. The agent presented multiple retention offers including broadband packages at various price points and with O2 SIM add-ons, which the customer declined. The agent confirmed the service disconnection and provided the disconnection date and final bill amount. The agent informed the customer about post-disconnection email access, equipment disposal options, and confirmed a disconnection confirmation email would be sent. AUGUST 11, 2026 *********HYBRID MESSAGING********* >>CID: 364889bc-9e35-4678-845b-1c06920348de >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS CAIT LEWIS >>OLD ACC #: 1075629-15 >>DPA STATUS: PASSED >>DPA TIME STAMP: 11-08-26 08:03:45 >>QUERY: I have moved address and would like to take my wifi with me >>RESOLUTION: booked an engineer visit to help install the services >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A ======================================================== The customer reported that their existing wifi equipment would not connect after relocating. The agent confirmed the move, collected the customer's new address, and booked an engineer visit to install replacement equipment on the earliest available date in the morning time slot. The customer confirmed they had no further issues. The agent requested the customer complete a service survey. RETENTIONS CID: 96c0a278-7fb0-493b-adfd-9ede3769e0e1 Account number: 9161807-03 Identity of the chatter: AH Name of the chatter: MISS EMILY FUNNEL DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 08:44:34 Contact number update status: Verified Email address status: Verified CJM : C-110826809 WO: 39652241 QUERY : Looking to reduce the cost of services RESOLUTION: Ofer decline|| Proceed with 30 days cancellation|| Logged CJM complaint. BE: Bill Bill Billing Due Amount Run Date Date 1 37.36 29/08/26 17/09/26 ============================================= The customer requested cancellation of Virgin Media broadband and TV services due to renewal price increases. The agent presented alternative packages at £59 and £44 per month, which the customer declined. The customer disputed being charged for 5 additional days beyond the contract end date and raised concerns about not receiving contract end notifications. The agent raised a formal case for manager review, with resolution to be provided within 24–48 hours via phone or email. Services will disconnect on 10 September 2026, with a pending payment of £44.49 and a final bill of £37.36. The customer was instructed to return equipment using pre-paid packaging or face a replacement charge of £155. Desired resolution is for contract to end on end contract date not continue it 5 additonal days and over charge RETENTIONS CID: 90d714c5-4086-49cb-b75e-b58275edc008 Account number: 7292373-03 Identity of the chatter: AH Name of the chatter: MRS CATHERINE DRISCOLL DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 09:30:01 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: On discovery discussion customer become unresponsive||NFAT BE: N/A ============================================= The customer required broadband renewal as their contract was expiring and stated they no longer needed television or landline services. The agent reviewed the account and offered e-billing to eliminate a £1.75 paper bill charge, which the customer declined. The agent presented four pricing options ranging from £39.75 to £76.75 monthly. The customer rejected the initial higher-priced options as too expensive. The agent provided two revised options at lower price points, including one with O2 SIM benefits. The conversation ended without the customer responding to the final offers. RETENTIONS CID: 1ada101e-8842-4692-819c-371d7ef994a7 Account number: 4251099-03 Identity of the chatter: AH Name of the chatter: MRS SAMANTHA BLACKSHAW DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 10:24:25 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to switch||I'm changing supplier RESOLUTION: Offer 2 options but the customer still declined|| Proceed with One Touch Switch BE: N/A ============================================= The customer requested cancellation of all Virgin Media services to switch providers. The agent offered two options: One Touch Switch or 30-day notice. The customer chose One Touch Switch, whereby the new provider notifies Virgin Media of installation completion, triggering service cessation on the same day with no service overlap or duplicate charges. The customer confirmed an installation date. The agent arranged equipment return via pre-paid packaging (£90 replacement charge if unreturned) and noted linked O2 SIM services remain unaffected. The customer will receive email confirmation with final bill and disconnection details once the new provider confirms installation. RETENTIONS CID: 11b8192c-7fe6-4670-91fd-6fc46f5318d1 Account number: 9032854-02 Identity of the chatter: AH Name of the chatter: MR ILIAS GOSLA DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 10:51:07 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 39653711 QUERY : Looking to reduce the cost of services RESOLUTION: Offer (For £32.00 a month on a 24‑month contract you'll get 264 Mbps broadband, Mixit 150+ TV channels, and Weekend Chatter landline—perfect for your current usage) ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 31.24 19/08/26 7/09/26 2 32.00 17/09/26 5/10/26 ============================================= The agent reviewed the customer's account and presented service options tailored to their usage: approximately two hours of daily TV viewing, no specific channel requirements, household gaming online, and 3-4 connected devices. The customer declined an initial £40 monthly offer due to not needing landline services and preferring basic TV channels. The agent provided a revised package at £32 per month on a 24-month contract, including broadband, TV channels, and weekend landline service, which the customer accepted. The new contract activates on 12 August 2026, with the customer's existing contract ending 10 September 2026. The agent sent contract documentation via email and SMS, which the customer confirmed receiving. The order was completed with a work order number provided. The customer's first bill under the new contract is due 7 September 2026 at £31.24, then £32.00 on 5 October 2026. The agent explained potential service interruption during transition and informed the customer about a refer-a-friend programme, to which the customer consented. *********HYBRID MESSAGING********* >>CID:5c3b22a3-b693-44bf-9125-696a78f92e25 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR ALFIE LAURENCE >>OLD ACC #: 2089605-10 >>DPA STATUS: PASSED >>DPA TIME STAMP: 11-08-26 11:37:22 >>QUERY: Want to know specific time of my installation arrival >>RESOLUTION: Advised that the engineer will contact the customer an hour before installation||NFAT >>CURRENT ADDRESS: 81 WEDGEWOOD ROAD HITCHIN SG4 0HB >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE:N/A ======================================================== AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. RETENTIONS CID: da267284-88a3-472c-bac3-c6b8dda52831 Account number: 6329025-05 Identity of the chatter: AH Name of the chatter: MR STANISLAS BERNARD DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 11:48:42 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : I left Sky to join Virgin Media, I haven't yet received my final bill from Sky. Could you please chase them so they promptly close my contract with them RESOLUTION: Discussed the customer to contact the previous provider directly to obtain their final bill||NFAT BE: N/A ============================================= The customer sought assistance regarding their service switch from a previous provider. The customer had not received their final bill from the previous provider and clarified they only subscribed to broadband services. The agent confirmed that notification of the new service installation had already been sent to the previous provider and explained that the previous provider is responsible for issuing the final bill. The agent recommended the customer contact the previous provider directly to obtain their final bill. The customer agreed to do so. The agent thanked the customer for their cooperation and requested completion of a service survey. DISCO *********HYBRID MESSAGING********* >>CID:64268435-7f68-4937-89c9-30d95f6e5857 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR BRIAN SHIM >>OLD ACC #: 613398605 >>DPA STATUS: PASSED >>DPA TIME STAMP: 11-08-26 13:28:08 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 12/09/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 24112970 >>BE: Bill Bill Billing Due Amount Run Date Date 1 33.49 18/08/26 7/09/26 2 2.41- 15/09/26 5/10/26 ======================================================== >>SUMMARY: The customer requested cancellation of their subscription due to permanent relocation abroad. The agent processed the cancellation with a final disconnection date of 12 September, an early termination fee of £10.39, and a final bill of £33.49 to be collected via Direct Debit on 7 September. A refund of £2.41 will be processed within 45 days. The agent instructed the customer to return Virgin Media equipment using pre-paid packaging via Yodel or Royal Mail, with a potential £65 charge for unreturned items. Email access will remain available for 90 days after account closure. The direct debit will be cancelled automatically upon settlement. OUTBOUND RETAIN MESSAGING CID: 79e04d26-b899-4077-9d6d-f10db70a5af6 Account number: 7401579-03 Identity of the chatter: AH Name of the chatter: MR SALAH MOSTAFA DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 13:58:33 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70310220 QUERY : Looking for £21 offer RESOLUTION: Customer want to proceed with cancellation BE: Bill Bill Billing Due Amount Run Date Date 1 4.01- 1/09/26 1/10/26 ============================================= RETENTIONS CID: 9266452f-56de-48ed-9ed7-c764dc38bd47 Account number: 1174811-04 Identity of the chatter: AH Name of the chatter: MR ADAM SEBESTYEN DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 15:51:11 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 17347998 QUERY : Looking to cancel RESOLUTION: Offer declined|| Proceed with cancellation 30 days BE: Bill Bill Billing Due Amount Run Date Date 1 43.23 15/08/26 4/09/26 ============================================= The customer requested cancellation of all Virgin Media services with 30 days' notice, effective 10 September 2026. The agent confirmed the cancellation, declined the customer's request for alternative service plans, and arranged a final bill of £43.23 covering 17 August to 10 September 2026, payable on 4 September 2026. The agent confirmed no early termination fees apply and committed to sending written confirmation via email. The agent instructed the customer to return equipment using pre-paid packaging via Collect+ points, warning of a potential £155 replacement charge if equipment is not returned. RETENTIONS CID: dab2e5cc-f3f3-44d5-85cc-26d76a3e2458 Account number: 109925103 Identity of the chatter: AH Name of the chatter: MISS STACY DUNLOP DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 16:30:40 Contact number update status: Updated Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Offer 2 options but the customer would like to think about the offer and contact us back again||NFAT BE: N/A ================================================ The customer requested to cancel their current contract and upgrade to a faster, cheaper broadband package. The agent presented multiple options including plans at £29.00 and £34.00 per month with varying speeds and add-ons. The customer declined options bundled with Netflix or O2 SIM services. The customer requested time to consider the offers. The agent advised that the current deals may not be available on future contact and highlighted O2 partnership benefits. The conversation ended without a final commitment from the customer. AUGUST 12, 2026 DISCO *********HYBRID MESSAGING********* >>CID: 5c3ae756-dd8e-4833-8e10-815545f823a8 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS ALEXANDRA TZAVELLA >>OLD ACC #: 648109804 >>DPA STATUS: PASSED >>DPA TIME STAMP: 12-08-26 08:45:33 >>QUERY: Customer want to cancel due to moving out >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 31/08/2026 >>DISCO REASON: MM >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 24115746 >>BE:Bill Bill Billing Due Amount Run Date Date 1 80.74 27/08/26 14/09/26 ======================================================== >>SUMMARY: The customer requested cancellation of their Virgin Media plan due to relocating to an area without service availability. The agent confirmed a permanent move and processed the disconnection for 31 August 2026. An early termination fee of £80.74 applies and will be collected via Direct Debit on 14 September 2026. The fee may be waived if proof of the new address is provided within 28 days using acceptable documents such as bank statements, mortgage documents, rental agreements, driving licences, insurance documentation, or utility bills. The agent instructed the customer to submit documentation via email (details to be sent within 24 hours) or post. Equipment must be returned using pre-paid packaging sent within 10 days after disconnection; unreturned items incur a £65.00 charge. Email access will remain available for 90 days post-closure, and the Direct Debit will be cancelled automatically once the account is settled. RETENTIONS CID: 8946e0ed-3faf-467b-b790-9ca47e76f682 Account number: 741861905 Identity of the chatter: AH Name of the chatter: MRS CHARLOTTE EDGINTON DPA STATUS: PASSED DPA TIME STAMP: 12-08-26 09:15:40 Contact number update status: Updated Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel Too expensive RESOLUTION: Unresponsive||NFAT BE: N/A ============================================= The customer sought to review their account for better offers. The agent gathered information about viewing preferences (mix of live and streaming), sports interest, and household connectivity needs (multiple devices requiring fast WiFi). The agent recommended switching to e-billing to eliminate a £1.75 monthly paper bill charge. The customer confirmed they wished to retain sports and home services but remove children's content. The agent presented two service options on 24-month contracts: Option 1 at £114.99 monthly including 1130 Mbps broadband, 200+ channels with sports and cinema, home services, Netflix with ads, and landline; Option 2 at £119.99 monthly with identical services plus a mobile SIM with boosted data and priority perks. The conversation ended without a customer response to the proposals. NEW acqui Girts 66c7adc2-4e2e-4f86-9a99-d5d5a3d4e3f7 BN2 3LG, GFF 154 Lewes Rd. The customer enquired about switching to a fibre broadband and landline package. The agent presented the Gig1 Fibre Broadband with Anytime Chatter at £37.99 per month for 24 months with no setup fee. The customer's details were collected and a credit check was completed successfully with £0 prepayment and a £60 credit limit. The agent explained service terms, speed guarantees, and installation requirements, confirming an engineer visit would be needed for external cabling with the installation fee waived. An installation date of 21 August 2026 was provisionally arranged. Customer reconfirm the address which is ground floor 154. The agent subsequently advised that services were not available at the customer's address and directed them to register interest for future notification. **************************CONVERGE MESSAGING************************* CID: 66c7adc2-4e2e-4f86-9a99-d5d5a3d4e3f7 Customer Name: Girts OTS : SUCCESSFUL Order Package: Gig 1 Fibre and Telephone Order Number: OT1001983699 SOR Number: N/A O2 Order Reference ID: N/A SIM Package: N/A BE Screen: N/A DISCO *********HYBRID MESSAGING********* >>CID: 704ece39-ca46-4327-84f6-baa994474c39 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS HANNAH FISHER >>OLD ACC #: 729384609 >>DPA STATUS: PASSED >>DPA TIME STAMP: 12-08-26 10:41:47 >>QUERY: Customer want to cancel due to Moving out >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 21/08/2026 >>DISCO REASON: MM >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 38083984 >>BE: Bill Bill Billing Due Amount Run Date Date 1 341.17 19/08/26 7/09/26 ======================================================== >>SUMMARY: The customer requested to cancel their Virgin Media account due to relocating to an area without service coverage. The agent confirmed the permanent move date as 21st August and processed the cancellation. An early termination fee of £363.84 applies but can be waived upon submission of proof of the new address within 28 days. Acceptable proof documents include bank statements, mortgage documents, rental agreements, driving licences, insurance documentation, or utility bills, to be submitted via email or post. The final bill of £341.17 will be collected via Direct Debit on 7th September 2026. Equipment return packaging will be sent to the new address within 10 days after disconnection, and email access will remain available for 90 days post-closure. RETENTIONS CID: 8653d74f-5a96-42c8-b208-41ef8d6935e2 Account number: 904137401 Identity of the chatter: AH Name of the chatter: MR DEAN ALCOCK DPA STATUS: PASSED DPA TIME STAMP: 12-08-26 13:28:02 Contact number update status: Verified Email address status: Verified CJM : C-1208264213 WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Offer the most affordable with exhausted discounts applied package but still declined|| Customer want to leave the account as it is and wait for the resolution for the complaint BE: N/A ============================================= The customer sought to renew their broadband and television package within a £50 monthly budget. The agent reviewed the account and discussed viewing preferences, device usage, and existing mobile service details. The agent offered packages at £47 and £44 per month, both of which the customer found unsatisfactory due to budget constraints and perceived unfairness in pricing between new and existing customers. The customer stated they would consult with a family member before deciding. The agent raised a case and confirmed the customer would receive contact via email within 24–48 hours with an update. RETENTIONS CID: b0af4d9c-3940-4fcf-80bd-94dbb9268b8c Account number: 623345904 Identity of the chatter: AH Name of the chatter: MISS JACQUELINE INGHAM DPA STATUS: PASSED DPA TIME STAMP: 12-08-26 12:49:32 Contact number update status: Updated Email address status: Verified CJM : C-1208264260 WO: 70539478 QUERY : Looking to reduce the cost of services RESOLUTION: Offer declined||Proceed with 30 days cancellation BE: No BE Showing on Icoms ============================================= Movers CID: 5aceec61-5431-4c78-8089-9b56b322df6f Account number: 832818701 Identity of the chatter: AH Name of the chatter: MR THOMAS PATTEN DPA STATUS: PASSED DPA TIME STAMP: 12-08-26 15:08:10 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A83 QUERY : Looking to remove TV and Landline and keep the Broadband RESOLUTION: Want to get a rolling contract package with cheapest price ||Would like to think about the offer||NFAT BE: N/A ============================================= The customer enquired about retaining broadband services following a residential move. The agent presented multiple service options with varying speeds and pricing structures, all featuring 24-month contracts. When the customer requested contract-free alternatives and broadband-only pricing without television and landline services, the agent explained that rolling contracts without promotional discounts would result in higher costs. The customer deferred their decision pending further consideration, and the conversation concluded without a final commitment or next steps. Movers CID: 9f3d63dc-c588-4c03-b14d-807b89959be6 Account number: 238181404 Identity of the chatter: AH Name of the chatter: MR ARIF PASHAEV DPA STATUS: PASSED DPA TIME STAMP: 12-08-26 15:27:01 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Hi, I'm Arif Pashaev. I moved to 7 Garrison Court, Hitchin SG4 9SE in July 2026. The app only shows my old closed Luton account, but my Hitchin broadband is active and I'm being billed for it. Please can you give me the account number for the Hitchin account and the email address it's registered to, so I can add it to my app? Thanks. RESOLUTION: Discussed that the account information would be included in an email or bill on a specified date||Customer become unresponsive BE: N/A ============================================= The customer reported that following a house move, their new broadband account is not visible in the app despite being active and billed, whilst their old account shows as closed. The customer requested four specific details: the account number, registered email address, monthly price confirmation, and contract end date. The customer noted they had already received their first bill via Direct Debit. The agent asked for the customer's new address and subsequently advised that account information would be included in an email or bill on a specified date. The four requested details were not provided directly during the conversation, and no explicit follow-up commitment was made. DISCO *********HYBRID MESSAGING********* >>CID:8e8ccabf-bbc1-47d2-aec4-55057bfc94c7 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MRS AMY GREENING >>OLD ACC #: 764595902 >>DPA STATUS: PASSED >>DPA TIME STAMP: 12-08-26 16:11:58 >>QUERY: Customer want to cancel due to moving out >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 6/09/2026 >>DISCO REASON: MM >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 38086683 >>BE: Bill Bill Billing Due Amount Run Date Date 1 392.97 10/09/26 28/09/26 ======================================================== >>SUMMARY: RETENTIONS CID: a4341c47-ff91-4392-8225-12153766bcc7 Account number: 2535711-01 Identity of the chatter: AH Name of the chatter: MRS KAREEN MCKERRACHER DPA STATUS: PASSED DPA TIME STAMP: 12-08-26 16:32:07 Contact number update status: Updated Email address status: Verified CJM :N/A WO: N/A83 QUERY : Looking to reduce the cost of services RESOLUTION: Customer become unresponsive during presentation scripts|| NFAT BE: N/A ============================================= The customer initiated contact to cancel their service, citing that the new contract offered was too expensive. The agent reviewed the account and presented two alternative contract options with different pricing and speeds. The customer requested time to consider the offers. The agent subsequently ended the chat due to lack of response and invited the customer to rejoin when ready. AUGUST 13, 2026 RETENTIONS CID: fea71b5c-e3f3-4f4c-a54e-5dd98276efc7 Account number: 8919527-01 Identity of the chatter: AH Name of the chatter: MISS BIANCA SPRUIT DPA STATUS: PASSED DPA TIME STAMP: 13-08-26 08:20:35 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to cancel||Price rise is too high, I have found a deal of £13 a month I will be switching to RESOLUTION: Offered (For £22 a month on a 24‑month contract you'll get 132 Mbps broadband) But the customer decline and want £18/per month with other provider ||Proceed with OTS cancellation BE: NA ============================================= The customer requested cancellation of their Virgin Media contract due to pricing concerns, having found a lower-cost alternative provider. The agent presented two alternative offers but neither matched the customer's target price. The customer elected to proceed with cancellation via One Touch Switch, where the new provider initiates the disconnection process. The agent confirmed that Virgin Media services would cease on the installation date, the final bill would cover only services provided, any applicable credits would be refunded within 45 days to the customer's bank account, and provided guidance on equipment disposal and recycling options. RETENTIONS CID: ed17aa34-860c-4a19-bb36-fe6520f1f4de Account number: 4588505-05 Identity of the chatter: AH Name of the chatter: MRS KEELEY MADDEN DPA STATUS: PASSED DPA TIME STAMP: 13-08-26 09:09:34 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70548223 QUERY : Looking to cancel |Contract is coming to an end RESOLUTION: Offered( For £27 a month on a 24‑month contract you'll get 1264 Mbps broadband and Weekend Chatter for landline—perfect for your current usage||Proceed with 30 days cancellation BE: Bill Bill Billing Due Amount Run Date Date 1 10.13 26/08/26 11/09/26 ============================================= The customer requested cancellation of their Virgin Media services with one month's notice. The customer cited dissatisfaction with pricing compared to competitors and reported persistent weak internet coverage in two rooms despite using boosters. The agent processed the cancellation with a 30-day notice period, with disconnection scheduled for 12 September 2026. The agent presented three alternative package offers at reduced rates, all of which the customer declined. The agent instructed the customer to return equipment using pre-paid packaging via Collect+ and confirmed that any linked mobile service would remain unaffected. The customer requested the complaint be closed, and a confirmation email was to be sent. RETENTIONS CID: 136ba1bf-e2db-46a5-a649-30411fc38d30 Account number: 7947957-01 Identity of the chatter: AH Name of the chatter: MR JAMES FOULSER DPA STATUS: PASSED DPA TIME STAMP: 13-08-26 09:38:56 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 38090515 QUERY : Looking to cancel RESOLUTION: Offered declined (I can also share you my very best offer I have seen. For just £29 a month on a 24‑month contract you'll get 516 Mbps broadband—perfect for your current usage) Proceed with 30 days cancellation ============================================= BE: Bill Bill Billing Due Amount Run Date Date 1 11.11 10/09/26 28/09/26 ============================================= The customer requested cancellation of Virgin Media services. The agent presented three alternative offers (£39, £44, and £29 monthly) with various broadband speeds and O2 benefits, but the customer declined, citing better pricing from competitors and concerns about loyalty pricing. The agent processed the cancellation with a 30-day notice period. Services will disconnect on 12/09/2026, with payment of £83.34 due on 28/08/2026 and a final bill of £11.11 due on 28/09/2026. The customer must return equipment via pre-paid packaging to a Collect+ point or face a £65.00 replacement charge. An email with disconnection details will be sent. M&T *********HYBRID MESSAGING********* >>CID:51d67d94-87f9-4e33-a5aa-3fc6fa12c452 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS CHELSEA CLEARY >>OLD ACC #: 784118701 >>DPA STATUS: PASSED >>DPA TIME STAMP: 13-08-26 10:15:17 >>QUERY: Customer want to transfer the service >>RESOLUTION: Already have an existing work order for moving|| customer become unresponsive|| NFAT >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE:N/A ======================================================== The customer sought assistance with moving home and provided their postcode. The customer confirmed they wished to retain their package during the relocation. The agent acknowledged the moving situation and requested a forwarding address, but the customer did not respond to subsequent messages. The agent ended the chat after extended silence and invited the customer to reconnect later. RETENTIONS CID: 568b950b-0f29-4791-8c5d-266b1e512da2 Account number: 8052765-01 Identity of the chatter: AH Name of the chatter: MR MOYAZE SHIVJI DPA STATUS: PASSED DPA TIME STAMP: 13-08-26 10:34:25 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 16382096 QUERY : Looking to cancel RESOLUTION: Already have a new provider||Offered (For £51 a month on a 24‑month contract you'll get 1130 Mbps broadband and Weekend Chatter landline services—perfect for your current usage) Declined||Proceed with 30 days cancellation BE: Bill Bill Billing Due Amount Run Date Date 1 72.18 8/08/26 7/09/26 ============================================= The customer requested cancellation of their broadband package due to contract expiration and no intention to renew. The agent offered alternative packages at a specified monthly rate, which the customer declined. The agent processed the disconnection with a 30-day notice period and provided a final bill amount. A confirmation email will be sent within 24 hours with disconnection details. The agent provided guidance on equipment disposal and clarified that linked mobile services would remain unaffected. M&T *********HYBRID MESSAGING********* >>CID:cf83ee9f-6196-40fb-affe-420777c0d3e0 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR ISLAM RAGIMOV >>OLD ACC #: 7443859-04 >>DPA STATUS: PASSED >>DPA TIME STAMP: 13-08-26 10:58:42 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 86 LUCERNE CLOSE, CAMBRIDGE CB1 9SA >>NEW ADDRESS: 70 SPEEDWELL CLOSE CAMBRIDGE CB1 9YZ >>NEW ACCOUNT #: 7514180-06 >>INSTALL DATE: 17/08/2026 >>DISCO DATE:16/08/2026 >>CONTRACT: New Contract >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 38091046 >>BE: NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 61.40 22/08/26 11/09/26 2 22.00 23/09/26 13/10/26 OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 5.75- 19/08/26 10/09/26 ======================================================== AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. NEW ACQUI 17d395a9-c607-496d-ba30-e737db8f2fcb 12 NR318JX The customer enquired about joining as a new broadband customer and was referred by a family member who is an existing customer. The customer reported not receiving an expected callback within 24 hours or a referral link as promised. The agent provided instructions to obtain a referral link through the online portal and an alternative referral website. The customer agreed to try the suggested approach. The chat ended without confirmation of resolution. £27.99 MR GREGG JONAS RS1001986810 EBB CID: 230dd1ff-386c-40f2-9637-fb9251f2bd05 Account number: 6936071-05 Identity of the chatter: AH Name of the chatter: MS STARESHA MCDONALD DPA STATUS: PASSED DPA TIME STAMP: 13-08-26 13:19:14 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 2412044 QUERY : Looking for essential broadband plus with flex RESOLUTION: Processed renewal of essential broadband plus with flex BE: Bill Bill Billing Due Amount Run Date Date 1 85.17 10/09/26 30/09/26 2 20.00 10/10/26 30/10/26 ============================================= The customer reported being charged a higher rate for two months and sought to reconfirm eligibility for a social tariff programme. The customer's Essential Broadband package had expired, causing the rate increase, though the customer stated a previous agent had confirmed renewal in July. After security verification and submission of documentation, the agent confirmed eligibility and processed a renewal of the Essential Broadband Plus with Flex package at £20.00 per month with a 30-day minimum contract term. A work order number was issued, and the customer was informed the package would activate within hours. The customer was directed to manage their account through the provider's online portal. DISCO *********HYBRID MESSAGING********* >>CID:8e3a807e-62b0-4b48-b779-eb52087f3da9 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR CLINTON MARTIN >>OLD ACC #: 50390608 >>DPA STATUS: PASSED >>DPA TIME STAMP: 13-08-26 14:09:52 >>QUERY: I have moved i phoned about this a wile back and it seems to be trying to charge me. And there is no virgin media here for me to carry on in my new home >>RESOLUTION: Already have an active existing work order for cancellation|| Suggest to customer to send proof over the link|| Link provided to customer >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A >>WO: N/A >>BE: N/A ======================================================== >>SUMMARY: The customer contacted regarding service cancellation following a house move. The agent explained a £94 charge relates to unreturned equipment and confirmed the return kit would be sent within 10 days of disconnection. The customer requested the return parcel be sent to their new address, which the agent confirmed. The agent instructed the customer to send proof of address documentation via email to have the early termination fee waived. The conversation ended without customer confirmation. RETENTIONS CID: 60c7b842-813c-468b-bc77-9a9f6298f685 Account number: 121726506 Identity of the chatter: AH Name of the chatter: MISS SARAH MCCOUBREY DPA STATUS: PASSED DPA TIME STAMP: 13-08-26 15:03:00 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A83 QUERY : I want to keep my broadband and one box, I want to cancel the telephone line and the bedroom box. I WANT TO KEEP MY BROADBA RESOLUTION: Discussed that the rolling contract is more expensive than 24 months||Customer closed the chat||NFAT BE: N/A ============================================= AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. M&T *********HYBRID MESSAGING********* >>CID: d53c871d-97e1-408a-9f42-87e41a055f3d >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR ZOLTAN KUSZTOR >>OLD ACC #: 8792150-01 >>DPA STATUS: PASSED >>DPA TIME STAMP: 13-08-26 15:15:09 >>QUERY: Customer want to transfer the service >>RESOLUTION: Processed Moved||Idle moved >>CURRENT ADDRESS: 8 HAREWOOD AVENUE NOTTINGHAM NG6 9EF >>NEW ADDRESS: 39 GRINDON CRESCENT NOTTINGHAM NG6 8BP >>NEW ACCOUNT #: 8449205-09 >>INSTALL DATE: 15/08/2026 >>DISCO DATE: 14/08/2026 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO:39671506 >>BE: NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 209.06 2/09/26 22/09/26 2 115.75 2/10/26 22/10/26 OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 77.17- 19/08/26 21/09/26 ======================================================== The customer requested cancellation of services except broadband. The agent presented two package options; the customer selected the broadband-only option at £54 per month on a 24-month contract. The customer also requested to transfer services to a new address. The agent confirmed the address was serviceable and arranged self-installation with activation on 15 August 2026 and disconnection from the old address on 14 August 2026. A Movers pack will be provided. The customer will receive an activation SMS. A pending payment of £115.75 is due on 19 August 2026, with a credit of £77.17 applied to the first bill at the new address, resulting in a net payment of £131.89 on 22 September 2026, including a £20 mover's fee. Pre-contract information will be sent via email. AUGUST 14, 2026 RETENTIONS CID: acdeba9c-ef74-426f-b8f8-bf5fb66a002e Account number: 247507601 Identity of the chatter: AH Name of the chatter: MR GLEN HEEPS DPA STATUS: PASSED DPA TIME STAMP: 14-08-26 08:36:41 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A83 QUERY : Looking to cancel TV Package RESOLUTION: Unresponsive intro||NFAT BE: N/A ============================================= The customer initiated contact to cancel a TV package while retaining internet service. The agent requested the customer's complete name for account verification but received no response. The agent attempted to reconnect multiple times before ending the chat due to inactivity, inviting the customer to rejoin and complete a support survey. DISCO *********HYBRID MESSAGING********* >>CID:9c1b2cf0-4a17-4262-9a9b-da9ce67c67ec >>Identity of the chatter:AH >>NAME OF THE CHATTER: Emily Bishop >>OLD ACC #: Emily Bishop >>DPA STATUS: PASSED >>DPA TIME STAMP: 14-08-26 08:57:15 >>QUERY: Customer want to cancel due to >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 13/09/2026 >>DISCO REASON: CD >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO:39674359 >>BE: Bill Bill Billing Due Amount Run Date Date 1 156.85 19/08/26 7/09/26 ======================================================== >>SUMMARY: The customer requested cancellation of Virgin Media services due to relocating to a property with existing Virgin Media coverage, whilst a family member remains at the original property unable to afford the current package. The agent confirmed the permanent move and explained that cancellation would require a new contract if the family member wishes to continue service, with existing account details unable to transfer. An early termination fee applies to the final bill of £156.85, due 7 September 2026, with service disconnection on 13 September 2026. The customer must return equipment via pre-paid Collect+ returns label or face a £245 replacement charge. Email access continues for 90 days post-closure. The equipment return kit will arrive within 10 days after disconnection, and the direct debit will be cancelled automatically upon account settlement. M&T *********HYBRID MESSAGING********* >>CID: 34f5271d-02fb-487e-af74-483ca1129704 >>Identity of the chatter:AH >>NAME OF THE CHATTER: MISS LUCY ORDIDGE >>OLD ACC #: 762021201 >>DPA STATUS: PASSED >>DPA TIME STAMP: 14-08-26 09:37:35 >>QUERY: Customer want to transfer the service >>RESOLUTION: process house move to the new address >>CURRENT ADDRESS: 3 ST. GEORGES ROAD HARROGATE HG2 9BP >>NEW ADDRESS: 48 A LEADHALL LANE HARROGATE HG2 9NE >>NEW ACCOUNT #: 7175017-09 >>INSTALL DATE: 21/08/2026 >>DISCO DATE: 20/08/2026 >>CONTRACT: Contract continuation >>CONTACT NUMBER UPDATE STATUS: Verified >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 39858411 >>BE:OLD ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 9.90 22/08/26 11/09/26 NEW ADDRESS BE: Bill Bill Billing Due Amount Run Date Date 1 63.20 29/08/26 18/09/26 2 27.00 30/09/26 20/10/26 ======================================================== The customer requested to relocate broadband services to a new property with activation on 21 August 2026 and disconnection from the current address on 20 August 2026. The agent confirmed the new address is serviceable and eligible for self-installation. The customer declined a service upgrade and requested to maintain the current contract at £27 per month for Volt 350 Broadband. The agent processed the move with contract continuation and advised of a £20 one-off installation/activation fee. Final billing: £9.90 at the old address and £63.20 at the new address. The customer will receive a Movers pack and activation instructions via SMS. NEW ACQUI e5cbdd36-993b-477a-89bc-d6438db5370b Beverley 28 Linkfield Road Musselburgh EH21 7LL The customer enquired about switching broadband services from their current provider before their cooling-off period ended. The agent explained the switching process and offered installation on the specified date. The customer expressed concerns about contacting the current provider and requested phone support. The agent clarified that broadband and landline could be switched, but television would require separate contact with the current provider. The agent provided a telephone number and closed the conversation, inviting the customer to contact again during business hours. RETENTIONS CID: 8a8be3fd-966f-4bf6-b348-b3f0f0b8ecda Account number: 885361906 Identity of the chatter: AH Name of the chatter: MR PHILIP COX DPA STATUS: PASSED DPA TIME STAMP: 14-08-26 10:45:35 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 39675562 QUERY : Looking to reduce the cost of services RESOLUTION: Offered (For just £35.00 per month on an 24-month contract, you’ll receive 362 Mbps internet and Flex TV 150+ channels. This package is also suitable based on your account usage) ACCEPTED ================================================ BE: Bill Bill Billing Due Amount Run Date Date 1 34.00 27/08/26 14/09/26 2 35.00 25/09/26 13/10/26 ================================================= The customer contacted the agent regarding a bill increase due to contract expiration. The agent reviewed the account and presented three package options. The customer accepted the third option: M350 Broadband and Flex for £35.00 per month on a 24-month contract, activating on 15 August 2026. The agent sent contract documentation via email, which the customer confirmed receiving. The order was completed with confirmation of the next bill date and amount. The agent advised of potential service interruption during transition and that 30 days' notice is required for future changes. RETENTIONS CID: 9ea24374-bb0d-4997-9735-d44491548011 Account number: 829109601 Identity of the chatter: AH Name of the chatter: MR PAUL N RAY DPA STATUS: PASSED DPA TIME STAMP: 14-08-26 10:57:10 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 16383840 QUERY : Looking to reduce the cost of services RESOLUTION: Offered (For just £103.00 per month on an 24-month contract, you’ll receive 1130 Mbps internet and TV 200+ channels, Including Sky Sports and Cinema in HD, TNT Sports, Virgin TV Kids, Netflix with ads, This package is also suitable based on your account usage) ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 101.02 8/09/26 5/10/26 2 103.00 7/10/26 5/11/26 ============================================= The customer expressed concern about potential charge increases after their current contract ended. The agent reviewed the account and presented a package offer at £103.00 per month on a 24-month contract, including 1130 Mbps internet, 200+ TV channels with specified premium channels, Netflix with ads, and landline services. The customer confirmed the package met their needs. The agent switched billing to e-billing, sent contract documentation via email, and completed the order. The new contract will activate on the agreed date. The customer was instructed to activate Netflix within 30 days and informed of potential brief service interruptions. RETENTIONS CID: b654f1ed-8277-43c5-998f-618d6bb5ddff Account number: 6163997-02 Identity of the chatter: AH Name of the chatter: MR GEOFF F IMMS DPA STATUS: PASSED DPA TIME STAMP: 14-08-26 13:25:05 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 77850139 QUERY : Looking to reduce the cost of services RESOLUTION: Offered (For just £88.25 per month on an 24-month contract, you’ll receive 516 Mbps internet and TV 200+ channels, Including Sky Sports and Cinema in HD, TNT Sports, Virgin TV Kids, Netflix with ads plus 1 additional set up box. This package is also suitable based on your account usage. ) ACCEPTED BE: Bill Bill Billing Due Amount Run Date Date 1 67.44 8/09/26 1/10/26 2 88.25 7/10/26 2/11/26 ============================================= The customer requested a contract review for updated service offers. The agent confirmed the customer's existing account details and created a bundled package for £88.25 per month on a 24-month contract, including broadband at 1130 Mbps, TV with 200+ channels including premium services, and Netflix with ads. The customer accepted the offer. The agent provided contract documentation details, including broadband speed specifications and talk plan details. The customer's first bill on 1 October 2026 will be £67.44, followed by £88.25 on 2 November 2026. The new contract activates on 15 August 2026. The agent advised the customer to activate Netflix within 30 days and shared information about a refer-a-friend programme, which the customer approved. RETENTIONS CID: 55ffa904-a70c-4eed-a1e0-9e305de3a670 Account number: 7138304-01 Identity of the chatter: AH Name of the chatter: MS KATHRYN TOMLINSON DPA STATUS: PASSED DPA TIME STAMP: 14-08-26 16:38:57 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : It has not been set up yet. It has been cancelled before fitting the fibre RESOLUTION: Discussed that the property needs to do a lot of work in order to provide the services|| Discover that the address is nonserviceable BE: N/A ============================================= The customer reported a cancelled fibre and television package order that had not been completed. Engineers had partially installed cable in the garden and left without notification or completion. The customer was informed of the cancellation only on the day of contact. The agent verified account details, raised a formal case, and confirmed contact via phone within 24–48 hours. The customer requested removal of the installed cable and cleanup of spray paint from the property. AUGUST 17/2026 DISCO *********HYBRID MESSAGING********* >>CID:a22c664d-7b1e-4e27-a695-68545e845eaf >>Identity of the chatter:AH >>NAME OF THE CHATTER: MR ABID KHAN >>OLD ACC #: 314838702 >>DPA STATUS: PASSED >>DPA TIME STAMP: 17-08-26 10:19:26 >>QUERY: Customer want to transfer services >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 18/08/2026 >>DISCO REASON: MM >>CONTACT NUMBER UPDATE STATUS: Verified/No >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 13039076 >>BE: Bill Bill Billing Due Amount Run Date Date 1 553.74 19/08/26 3/09/26 ======================================================== >>SUMMARY: The customer requested to transfer Virgin Media services when relocating. The agent confirmed the customer had moved to an area where Virgin Media is not available. The agent arranged disconnection within 24 hours and explained an early termination fee would apply but could be waived upon providing proof of the new address within 28 days using accepted documentation. The customer confirmed a council tax bill would be acceptable. The agent processed the disconnection, confirming the final bill amount and collection via Direct Debit. The customer will receive an email with disconnection details and next steps. The agent advised email access would remain for 90 days post-closure and provided equipment disposal guidance. RETENTIONS CID: b1c5e6ee-2ece-4ac8-ace5-79444bb4b26c Account number: 306435002 Identity of the chatter: AH Name of the chatter: MR ANTHONY THOMAS DPA STATUS: PASSED DPA TIME STAMP: 17-08-26 10:19:30 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 77021596 QUERY : Looking to reduce the cost of services RESOLUTION: Offered ( For £22..00 a month on a 24‑month contract you'll get 132 Mbps broadband—perfect for your current usage) Accepted BE: Bill Bill Billing Due Amount Run Date Date 1 .10 1/09/26 29/09/26 2 22.00 1/10/26 29/10/26 ============================================= The customer contacted regarding a bill increase after the promotional period ended. The agent reviewed the account and offered multiple broadband options. After negotiation, the customer accepted a broadband package at £22.00 per month on a 24-month contract for 132 Mbps. The agent sent contract documentation via SMS and email, confirmed receipt, and completed the order. The billing structure was explained: pending payment of £54.86, followed by a pro-rata bill, then £22.00 monthly from 29 October 2026. The agent advised of potential brief service interruption and the requirement for 30 days' notice for future changes. RETENTIONS CID: d0a65193-df3d-45c5-acf2-4e030726d82a Account number: 756170402 Identity of the chatter: AH Name of the chatter: MR PETE BURRELL DPA STATUS: PASSED DPA TIME STAMP: 17-08-26 11:03:25 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Better package and cheaper for household from a competitor RESOLUTION: Customer on intro idle||NFAT BE: N/A ============================================= The customer requested cancellation of all services, stating that a competitor offered a better and cheaper package. The agent greeted the customer and requested their full name to proceed. The agent made several check-in attempts but received no further response from the customer. The chat ended due to inactivity, and the agent invited the customer to rejoin the conversation at a later time. RETENTIONS CID: 0219c6e3-1b37-4e68-844c-fd3b11b874ae Account number: 312638606 Identity of the chatter: AH Name of the chatter: MR ANDREW MOSELEY DPA STATUS: PASSED DPA TIME STAMP: 17-08-26 11:22:54 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Offered (For £24.00 a month on a 24‑month contract you'll get 362 Mbps broadband—perfect for your current usage|| Declined|| Proceed with OTS Cancellation BE: N/A ============================================= The customer requested a cheaper broadband deal around £20 per month. The agent offered Volt 350 with 362 Mbps for £24 per month on a 24-month contract. The customer was informed of price increases of £4 in April 2027 and April 2028. The customer decided to cancel and switch providers using the One Touch Switch process, where the new provider notifies Virgin Media and services cease upon new broadband installation. The agent explained final billing will include only charges for services provided, with credits refunded within 45 days. The customer was advised that an O2 SIM will remain unchanged, equipment should be recycled responsibly, and a confirmation email with disconnection details will be sent. EBB CID: 26a658e4-d517-4d10-8467-ffc274746de3 Account number: 3662999-01 Identity of the chatter: AH Name of the chatter: MR THOMAS HARVIE DPA STATUS: PASSED DPA TIME STAMP: 17-08-26 11:41:49 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 13039286 QUERY : Looking for Essential Broadband Plus RESOLUTION: Processed Essential Broadband Plus BE: Bill Bill Billing Due Amount Run Date Date 1 62.67 2/09/26 22/09/26 2 20.00 2/10/26 22/10/26 ============================================= AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. RETENTIONS CID: 3518303b-f9c7-4126-9224-edca02fc38b6 Account number: 996628301 Identity of the chatter: AH Name of the chatter: MRS JACKIE LEVELL DPA STATUS: PASSED DPA TIME STAMP: 17-08-26 13:28:41 Contact number update status: Updated Email address status: Verified CJM :N/A WO: N/A QUERY : Looking to reduce the cost of services RESOLUTION: Offered ( For £37.00 a month on a 24‑month contract you'll get 362 Mbps broadband—perfect for your current usage) Accepted, however at the ECC1 scripts customer become unresponsive|| New contract did not process on the account|| BE: N/A ============================================= The customer enquired about broadband and television service options. The agent reviewed the account and presented packages; the customer clarified they required internet only. The agent provided a revised broadband-only option at £37 per month on a 24-month contract with 362 Mbps speeds. The customer accepted this package. The agent confirmed the 24-month contract term, explained pricing increases from April 2027, and sent contract documentation via email and SMS. The customer did not confirm receipt before the chat ended due to inactivity. RETENTIONS CID: fc9df146-628c-4eac-b722-26f20eace727 Account number: 606816406 Identity of the chatter: AH Name of the chatter: MISS MEGAN STEVENSON DPA STATUS: PASSED DPA TIME STAMP: 17-08-26 13:09:21 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Not got the deal I signed up to RESOLUTION: Customer on intro Idle||NFAT BE: N/A ============================================= The agent initiated contact and requested the customer's complete name. The agent checked in multiple times due to lack of response from the customer. After an extended period of no response, the agent ended the chat and requested the customer complete a survey. RETENTIONS CID: 673dae4c-2e15-4898-9e50-49381071bbd5 Account number: 98410301 Identity of the chatter: AH Name of the chatter: MR STUART MARLOW DPA STATUS: PASSED DPA TIME STAMP: 17-08-26 13:28:41 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 42482514 QUERY : Looking to reduce the cost of services RESOLUTION: Offered (For £35.00 a month on a 24‑month contract you'll get 1130 Mbps broadband—perfect for your current usage) Accepted BE: Bill Bill Billing Due Amount Run Date Date 1 16.19- 28/08/26 21/09/26 2 35.00 29/09/26 20/10/26 ============================================= The customer requested a better renewal price for their broadband contract while maintaining gigabit speeds. The agent reviewed the account and offered multiple pricing options, including £56.00 and £61.00 per month packages. After the customer declined these, the agent offered 1 Gig Broadband at £35.00 per month on a 24-month contract, which the customer accepted. The agent provided the work order details, explained billing including a pending payment and future credit, and confirmed Netflix with ads is included. Contract documentation was sent and accepted by the customer. The order was completed with activation scheduled for a specified date. 50568e89-2ae9-4a7d-811c-124de46a830b Alan The customer enquired about broadband services and a £300 offer applicable to their broadband and another provider's service. The agent requested address details to proceed but the customer became unresponsive. The agent ended the chat due to lack of response and invited the customer to rejoin. Andy 1a16971e-14b5-440d-869e-cdbe13992629 3 LANGTRY LODGE PARKGATE BALLYCLARE BT39 0LL The customer enquired about pricing for a broadband and television package including Sky Sports with TNT Sports. The customer provided contact information and address details. An agent requested confirmation of specific address details to proceed with the enquiry. The agent made multiple follow-up attempts to reconnect with the customer, but the conversation ended without resolution due to customer non-response. EBB CID: ffcee885-f2cc-46ca-8fb4-781eae6a7438 Account number: 865726701 Identity of the chatter: AH Name of the chatter: MISS EVA HOPE DPA STATUS: PASSED DPA TIME STAMP: 17-08-26 15:58:20 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 39698588 QUERY : Looing for Renewal of essential Brodband Plus RESOLUTION: Processed the renewal of Essential Broadband Plus BE: Bill Bill Billing Due Amount Run Date Date 1 13.33 12/09/26 1/10/26 2 20.00 14/10/26 2/11/26 ============================================= The customer requested to revert to an essentials broadband package. The agent verified the customer's identity through security checks and processed the renewal of the M50 Essential Broadband Plus package at £20 per month on a 30-day rolling contract. The agent provided a work order number and explained that the next bill would be prorated. The customer will receive an email confirming the changes and can manage their account via the online portal. DISCO *********HYBRID MESSAGING********* >>CID: 96ae7c43-8dce-4fd9-adc9-d6cb317c62fd >>Identity of the chatter:AH >>NAME OF THE CHATTER: MS LING LEE >>OLD ACC #: 303956103 >>DPA STATUS: PASSED >>DPA TIME STAMP: 17-08-26 16:06:44 >>QUERY: Customer want to cancel due to moving out >>RESOLUTION: process DI as per cx requested. >>DISCO DATE: 14/09/2026 >>DISCO REASON: CL >>CONTACT NUMBER UPDATE STATUS: Updated >>EMAIL ADDRESS STATUS: Verified >>CJM:N\A ======================================================== >>WO: 77022488 >>BE: No BE Showing on icoms ======================================================== >>SUMMARY: The customer requested to disconnect their Virgin Media services due to relocating overseas. The agent processed the disconnection for the contract end date and provided details on equipment return via pre-paid packaging to a Collect+ point, with a £45 charge for unreturned items. The customer was informed that email access would remain for 90 days post-disconnection and any refund would be processed within 45 days to their bank account. A pending balance was noted as due before disconnection, and the Direct Debit would be cancelled automatically once the account was settled. EBB CID: a67a76bc-7be9-47ef-842f-0ef14e532d79 Account number: 54216106 Identity of the chatter: AH Name of the chatter: MR ASHRAF HAJ-YOUSSEF DPA STATUS: PASSED DPA TIME STAMP: 17-08-26 16:29:55 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 26146724 QUERY : Looking to renew Essential Broadband plus with flex RESOLUTION: Processed essential Broadband plus with Flex BE: Bill Bill Billing Due Amount Run Date Date 1 104.27 28/08/26 17/09/26 2 20.00 29/09/26 19/10/26 ============================================= The customer renewed their Essential Broadband Plus with Flex package at £20 per month on a 30-day rolling contract. The agent completed security verification and processed the renewal with work order number 26146724. The customer clarified questions about Flex TV equipment inclusion, and the agent confirmed that equipment would be sent separately and the package would activate upon delivery. The agent explained that the next bill would be prorated and the customer would receive an email notification of changes. The customer requested a chat transcript, and the agent provided download instructions.