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Mary Demonte 447743516226 Marydemonte72@gmail.com 28/06/1977 Asap Carer for my mum who's got cancer 5 Bronte Drive Basildon SS14 3TF Account 23475025 202330 Douglas12345 Barclays bank plc

CONVERGE MESSAGING** NEW ACQUISITION CID: 91ded3f0-4fa4-43da-873d-74b7d6c0c045 NAME: Mary demonte ADDRESS: SS14 3TF - 5 NUMBER: 07743516226 QUERY: 23.99 broadband only line RESOLUTION: ICOMS PROCESS has error on the chat cx unable to read the message QS approved the call OTS : SUCCESSFUL SOR Number: 68d46667-6555-4a56-a8e3-1466e38ec237 SIM Package: N/A Marketing: Yes Package: M125 Fibre Brodband Installation date: 22/08/26 WO:77862152 BE Screen:

AI SUMMARY

The customer enquired about switching to Virgin Media M125 Fibre Broadband at £23.99 per month. The agent confirmed eligibility for up to £300 bill credit for early cancellation fees and explained the switching process. The customer provided account and address details. The agent collected personal information for account creation. The customer declined additional services. The agent confirmed self-install eligibility, arranged a 10-metre cable, and scheduled installation for 22 August 2026. The agent explained direct debit setup and price increases from April 2027. The conversation ended before final bank details verification was completed.

HYBRID MESSAGING* CID: 36da289e-a4ed-4434-b3df-2502a257ce92 Account number: 709551403 Identity of the chatter: AH/19-08-26 16:20:16 Name of the chatter: Kate DPA STATUS: PASSED DPA TIME STAMP: 19-08-26 16:21:19 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: renewal RESOLUTION: OTS process

AI SUMMARY The customer requested contract cancellation citing high costs. The agent presented two discounted broadband options (£62 and £67 monthly) but the customer found them unaffordable. The early termination fee was confirmed as £457.15. The customer chose the One Touch Switch process for disconnection. The agent confirmed the customer would receive an email with disconnection details, equipment return instructions via pre-paid packaging, 90 days of continued email access post-closure, and that any linked mobile service would remain active.

Please make sure to approve and accept the documents to avoid any issues with your order

When you receive our email, just open it and scroll through the document, then click the ‘I accept’ or ‘I confirm’ button to approve everything. This is important to keep your order moving smoothly.

​That's it! Your order is complete! 😊 We're almost done. Your work order number for your new service: WO:77862152

643799803 - 06

I’ve put together a package closer to what you’re after with the best discount available right now. Here’s what I can offer:

Option 1: For £62 a month on a 24‑month contract you'll get 1130 Mbps broadband + Netflix with Ads —perfect for your current usage

Option 2:

Alternatively, for £67 a month (£62 media + £5 O2 SIM) on a 24‑month contract, you’ll get same speeds 2GB data boosted to 4GB data O2 sim with Priority perks—giving you even more value than option 1

Let me know what you think, Kate?

HYBRID MESSAGING* CID: 0178723b-fc19-4de5-a7e0-79357d60c6bf Account number: 724464402 Identity of the chatter: AH/19-08-26 16:00:35 Name of the chatter: David DPA STATUS: PASSED DPA TIME STAMP: 19-08-26 16:03:19 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 38131970 QUERY: My New Contract price is not competative given how long I have been a vergin customer RESOLUTION: Quick recap: you’re getting our Volt M250 Fibre Broadband and weekend chatter for £27/month on a 24‑month contract (£65 after the promotion). Your new contract will be activated on 20/08/26.

MESSAGING TOOLKIT DISCOUNT USED BE: Opt Bill Bill Billing Due Amount Run Date Date 1 24.10 27/08/26 14/09/26 2 27.00 26/09/26 14/10/26

You’ll receive an email with details about your disconnection and next steps. For any queries, please visit virginmedia.com/help.

Everything has been arranged for you now. Whilst we're still connected, is there anything else that I can assist you with?

You're very much welcome, appreciate you staying until the end of the conversation.

We value your feedback, again my name is Claire, please take a moment to complete our survey based on how I assisted you today. Take care, David. 👋