RETS

CID: fe953648-e625-495b-8373-0ca17d201951 Account Number: 329108903 Identity of the chatter: AH Name of the chatter: Nicolene fritz DPA STATUS: PASSED/ DPA TIME STAMP: 11-08-26 12:17:40 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 26120063 QUERY: Called previously to cancel and was told would disconnect on billing date as moved provide, account still connected RESOLUTION: customer account was meant to disconnect on the 10th or 17th of July as called in as could not do a better deal and told wanted to disconnect || Idle cancellation BE: Bill Bill Billing Due
Amount Run Date Date
1 147.18 3/09/26 23/09/26
SUMMARY: The customer requested disconnection of their account after previously calling to cancel. The agent confirmed the customer's contact information and reviewed the account, finding the contract had ended but the account remained active with a cancelled disconnection request due to account restrictions. The agent offered renewal rates or processed a 30-day notice disconnection with a disconnection date of 10 September 2026. The agent advised that linked O2 SIM services would not be affected and that switching providers via One Touch would end services on the installation date if before the agreed disconnection date. A final bill will be generated and due on 23 September 2026. The customer must return Virgin Media equipment using pre-paid packaging via Collect+ or request a return kit within 10 days to avoid a replacement charge. The customer will receive an email with disconnection details and next steps.

Thanks for waiting. Upon checking your account, I've seen offer that you might want to consider. Here are the details:

For £110 a month on a 24‑month contract you'll get 1130Mbps broadband, Mega TV channels which includes Sky Sports HD, Sky Cinema HD, Sky Atlantic, Virgin TV Kids, TNT Sports, Sky UHD along with Netflix with Ads and Anytime Chatter landline—perfect for your current usage

Thanks for waiting! Quick recap: you’re getting our Max VOLT Triple (v 02.26) for £110.00/month on a 24‑month contract (£229.00 after the promotion). Your new contract will be activated on 12/08/26

Any out-of-plan calls (landline) or pay‑per‑view purchases (TV) will be charged additionally That’s it—your order is complete! Your work order number is WO- 70309892—please keep it for reference.

To resolve this and make sure you do not experience verification issues in the future, you should permanently switch to using your brisfit47@gmail.com address. RETS

CID: 5d15010a-873b-4159-95b3-8acf3f4db3c4 Account Number: 739915102 Identity of the chatter: AH Name of the chatter: Philip DPA STATUS: PASSED/ DPA TIME STAMP: 11-08-26 12:54:10 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 70309892 QUERY: Add HBO Max The subscription has shot up to an unacceptable level RESOLUTION: accepted Max Volt Triple for £110 BE: Bill Bill Billing Due
Amount Run Date Date
1 26.64 9/09/26 1/10/26
2 110.00 8/10/26 2/11/26
SUMMARY: The customer requested a cheaper deal on their Virgin Media package. The agent offered a Max VOLT Triple package at £110 per month on a 24-month contract, including broadband, TV channels, and landline services. The customer confirmed retention of existing equipment and requested removal of Premiere Sports. The agent explained annual price increases of £4 in April 2027 and 2028. The customer accepted the revised offer. Contract documentation was sent to an email address; the customer reported it as obsolete and provided an alternative email address, which the agent updated. The order was completed with a work order number. The customer was clarified that their landline package includes anytime calls. The customer reported being unable to access their Virgin Media mailbox and was directed to contact O2 for assistance. The agent advised using the updated email address for future account access.

RETS

CID: 666480f5-2c57-4a0c-9ef2-bb8079085aa3 Account Number: 708394401 Identity of the chatter: AH Name of the chatter: Geoffrey Symons DPA STATUS: PASSED/ DPA TIME STAMP: 11-08-26 14:16:34 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: Not today today necessarily but tomorrow at the latest RESOLUTION: cx went unresponsive BE: SUMMARY:The customer indicated plans to disconnect their service due to contract expiration and desire to switch providers, requesting a tailored package at a lower price. The agent offered to review the account for better-suited offers and more competitive pricing before proceeding with cancellation. The customer confirmed their contact information was current and stated they would provide cancellation notice by the following day. The conversation concluded without resolution when the customer became unresponsive to the agent's follow-up attempts, and the agent ended the chat session. Upon checking your account, I’ve found a couple of offers that could be worth considering. I’ll run through both so you can decide what works best for you.

Option 1: For £22 a month on a 24‑month contract you'll get 132Mbps broadband, along with International Anytime landline —perfect for your current usage

Option 2:

Alternatively, for £27 a month (£22 media + £5 O2 SIM) on a 24‑month contract, you’ll get upgraded speeds (132 to 264 Mbps), and landline, plus a 2GB data boosted to 4GB data O2 sim with Priority perks—giving you even more value than option 1

Let me know which option do you prefer?

RETS

CID: f463468c-733d-47a3-8ab2-1100dc8c60bc Account Number: 59822902 Identity of the chatter: AH Name of the chatter: John DPA STATUS: PASSED/ DPA TIME STAMP: 11-08-26 16:25:06 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 15756260 QUERY: I no longer need the Mega TV RESOLUTION: customer requested to removed TV || accepted Phone and Broadband for £48.25 BE: Opt Bill Bill Billing Due Amount Run Date Date 1 66.14 12/08/26 3/09/26 2 38.28 12/09/26 5/10/26 3 48.25 13/10/26 3/11/26 Because you have just recently joined us and are in the very first month of your 23-month contract, you are fully within your change-of-mind cooling-off period. That means yes, you absolutely can switch to that £42.99/month Gig1 deal!

If you change your bundle by removing the TV service completely, you will not be charged a full cancellation penalty, but your contract will structure into a new Broadband and landline package.

Thanks for waiting! Your request is now complete. Your (TV) service will be disconnected on 10/09/26. Your new Phone & Broadband Dual (v 02.26) package will be £48.25/ month on a 24‑month contract (£89.25 after the promotion), starting on 10/09/26.

That’s it—your order is complete! Your work order number is WO- 15756260. Please keep this for future reference.
Quick heads‑up: since the changes, you currently have 3 bills showing on your account:

£66.14 due on 3/09/26
£38.28 due on 5/10/26
£48.25 due on 3/11/26

One of your bills may be higher than usual due to pro‑rated charges from your recent package change.

After this, your bill will return to your new regular monthly amount.

RETS

CID: 5717a6a6-2086-4ef8-810a-0bc5494cd47e Account Number: 856986802 Identity of the chatter: AH Name of the chatter: Bryan DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 16:57:35 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 39656633 QUERY: About renewing RESOLUTION: accepted PH and BB for £31 || previous agent deferred the contract BE: Bill Bill Billing Due Amount Run Date Date 1 27.23 29/08/26 17/09/26 2 31.00 30/09/26 19/10/26

SUMMARY: The customer renewed their contract for Phone and Broadband at £31 per month on a 24-month contract. The customer experienced issues with SMS and email confirmation links that contained errors preventing acceptance. The agent manually processed the contract and confirmed completion with a work order number. The contract activates on 12 August 2026, with the first bill due 17 September 2026 at £27.23, then £31.00 on 19 October 2026. The agent provided account management resources and support contact information.

Thanks for waiting! Quick recap: you’re getting our Phone and Broadband for £31/month on a 24‑month contract (£71 after the promotion). Your new contract will be activated on 12/08/26

Any out-of-plan calls (landline) or pay‑per‑view purchases (TV) will be charged additionally That’s it—your order is complete! Your work order number is WO-39656633 —please keep it for reference.

RETS

CID: 7cd76a29-d1d4-4f6a-9d9c-3b4ba60221e9 Account Number: 73058102 Identity of the chatter: AH Name of the chatter: Luke DPA STATUS: PASSED/ DPA TIME STAMP: 11-08-26 19:06:56 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 15756538 QUERY: I am not happy with the new contract rates available and would like to understand the best deal available before I look elsewhere RESOLUTION: accepted M125 for £22 BE: Bill Bill Billing Due
Amount Run Date Date
1 13.45 27/08/26 21/09/26
2 22.00 26/09/26 19/10/26
The customer renewed their broadband contract, selecting Option 1 at £22 per month for 132 Mbps unlimited broadband with landline on a 24-month contract. The agent completed security verification and confirmed contact details. Contract documentation was sent via email and SMS for the customer's review and consent. The customer raised a concern that promotional pricing extended only approximately 6 months rather than the full contract term; the agent clarified Virgin Media's 24-month contract structure. The order was completed with a work order reference provided, contract activation scheduled, and billing details confirmed.

Thanks for waiting! Quick recap: you’re getting our Broadband Solus for £22/month on a 24‑month contract (£62 after the promotion). Your new contract will be activated on 12/08/26

Any out-of-plan calls (landline) or pay‑per‑view purchases (TV) will be charged additionally That’s it—your order is complete! Your work order number is WO-15756538 —please keep it for reference. Yes, option 1 is 100% completely unlimited broadband.

RETS

CID: dcbd3189-cc4d-4729-8680-e04bc8d0cdb2 Account Number: 75782202 Identity of the chatter: AH Name of the chatter: Ashley Reade DPA STATUS: PASSED/ DPA TIME STAMP: 11-08-26 20:01:30 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: n/a QUERY: I am a registered priority/vulnerable customer. This is now Day 2 of a total service blackout (Broadband and TV) while my account is under formal deadlock review. My automated 'Promise to Pay' is currently failing with system error codes, and I have no functioning self-service options.Restricting essential services for a priority customer while a dispute is active violates Ofcom General Conditions C5 and C3.11. I require an immediate escalation: please pass an internal request to your Floor Duty Manager to apply a temporary manual service hold on my Broadband and TV until 28th August 2026. RESOLUTION: advised customer that the complaint will be assigned immediately || assigned CJM BE: SUMMARY: The customer, a registered priority and vulnerable customer, requested assistance with a service restriction on their broadband and TV bundle during an active complaint. The customer required written communication via chat due to accessibility needs and requested an internal escalation to a Floor Duty Manager for a manual service hold. The agent completed security checks, updated contact details, and confirmed marking the case as an urgent priority escalation. The agent committed to processing the request within 24–48 hours and provided an escalation reference number. The customer provided an updated contact number for follow-up.

I require all communication and account arrangements to remain strictly in writing via this chat.As noted, my services were restricted today following the previous extension expiring. I am asking for your support as a senior advisor to:Apply a manual override to restore my services today.Authorise a payment extension to 28th August 2026, which is when I will be able to make my payment to clear the required amount.Please log this arrangement under my open formal complaint reference C-2206267876 and update my account file so my connection can be turned back on today. I cannot take a phone call due to my accessibility needs (autism and ADHD), which cause extreme difficulty with phone calls. All communication and account arrangements must remain strictly in writing via this chat.Since you are a supervisor, please handle this internally or escalate it in writing to the collections team on my behalf rather than calling me. Please apply the payment extension to 28th August 2026 and restore my services today under my open formal complaint reference C-2206267876. Under the Equality Act 2010 and Ofcom accessibility regulations, Virgin Media has a legal duty to provide reasonable adjustments. Stating that the Collections team is 'only available over the call' and refusing written support fails to meet those adjustments.If formal complaint C-2206267876 was closed without resolving my accessibility needs or payment arrangement, please log a new formal complaint immediately covering two points:Failure to provide reasonable adjustments by insisting on phone-only communication for Collections.Refusal to record my payment arrangement in writing.Please raise an internal system ticket or referral directly to your Collections management team on my behalf so a manager can review this file and respond in writing (via email or chat) to confirm the payment extension for 28th August 2026 and restore my connection. Yes, please go ahead and log the new formal complaint and issue the Deadlock Letter immediately.Please provide me with the following right now in this chat:The new formal complaint reference number.Written confirmation that the Deadlock Letter is being issued and emailed to my registered address today.Please ensure the complaint notes explicitly record that Virgin Media refused written-only communication channels for Collections, failing to provide reasonable adjustments for my accessibility needs (autism and ADHD) under Ofcom regulations and the Equality Act 2010.Once you provide the reference number and confirm the Deadlock Letter has been sent, I will take this directly to the Communications Ombudsman. The reason for the missed payment is temporary financial hardship due to unexpected essential expenses. I am able to clear the required amount on 28th August 2026.As previously stated, I cannot take a phone call due to my accessibility needs, so all support must remain in writing.Since your policies prevent you from granting the extension or restoring services on chat, please proceed with logging the formal complaint and generating the Deadlock Letter as you offered in your previous message.Please provide me with:The new formal complaint reference number.Written confirmation that the Deadlock Letter is being issued to me today.Once you provide these details, I will take the matter directly to the Communications Ombudsman. RETS

CID: Account Number: Identity of the chatter: AH/3rd Party Name of the chatter: DPA STATUS: PASSED/ FAILED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: WO: QUERY: RESOLUTION: BE:

RETS

CID: Account Number: Identity of the chatter: AH/3rd Party Name of the chatter: DPA STATUS: PASSED/ FAILED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: WO: QUERY: RESOLUTION: BE:

STATE YOUR NAME

Hi, you’re now chatting with Miahk with you as soon as possible. 😊

IF TRANSFERRED (STATE YOUR NAME TOO)

Hi , you’re now chatting withMiah. I’ll review the details you’ve shared with my colleague and will be back with you as soon as possible. 😊

MOVERS MESSAGING**

CID: 3d3f96b2-a23d-4241-9b12-834944b1cfcf Account number: 906404807 Identity of the chatter: AH Name of the chatter: Tomasz DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 13:48:30 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 70309892 QUERY: As I stated before the activation date is today for my move at the new address of 129 wigman road, NG84PF and my name is Tomasz Zagorski the account holder RESOLUTION: Inquiry || customer went unresponsive NEW ADDRESS: n/a NEW ACCOUNT #: n/a DISCO DATE: n/a INSTALL DATE: n/a

MOVERS MESSAGING**

CID: 9e67a38f-a3b1-45e1-97a5-b4d10d6d6dcd Identity of the chatter: (AH) ACCOUNT NUMBER: 46742703 Name of the chatter: Matthew Ashworth DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 14:44:21 QUERY: I have requested to move our virgin to new home however I forgot to mention regarding the land line RESOLUTION: The customer clarified they are moving into a family member's home and wanted to retain the family member's existing landline number instead of their own. The agent confirmed the family member's landline number could be transferred to the customer's account and advised that the family member's previous provider must keep their account active until the transfer date. DISCO DATE: n/a DISCO REASON: n/a BE: N\A CONTACT NUMBER UPDATE STATUS: VERIFED UPDATED EMAIL ADDRESS STATUS: VERIFED UPDATED CJM: N\A WO: N\A SUMMARY: The customer requested assistance with moving house and transferring service to a new address. The customer clarified they are moving into a family member's home and wanted to retain the family member's existing landline number instead of their own. The agent confirmed the family member's landline number could be transferred to the customer's account and advised that the family member's previous provider must keep their account active until the transfer date. The customer confirmed the previous provider is disconnecting on 24 August, with transfer scheduled for 15 August, allowing sufficient time for the switch.

Yes, your mum can absolutely keep her landline number MESSAGING********************

CID: 2fbd560b-bf88-48d1-bb07-f97b803b1921 Identity of the chatter: (AH) ACCOUNT NUMBER: 579238105 Name of the chatter: James Titley DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 18:52:48 QUERY: Customers want to disconnect the service as moving home RESOLUTION: Process disconnection DISCO DATE: 24/08/26 DISCO REASON: MM || non serviceable address || customer went unresponsive after confirming when is the disconnection date || processed disco BE: Opt Bill Bill Billing Due
Amount Run Date Date
1 634.86 26/08/26 11/09/26
SUMMARY: The customer requested cancellation of their Virgin Media service due to relocating to an area without service coverage. The agent confirmed the permanent move, obtained the new address, and explained that an early termination fee of £836.34 could 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. The agent processed disconnection for 24 August 2026 with a final bill of £634.80 to be charged via direct debit. Equipment must be returned using prepaid packaging to avoid a £65 charge. Email access will remain available for 90 days post-closure.
c CONTACT NUMBER UPDATE STATUS: VERIFED UPDATED EMAIL ADDRESS STATUS: VERIFED UPDATED CJM: N\A WO: N\A MESSAGING********************

CID: e0913f85-03d9-4596-8b53-e75156e2d565 Identity of the chatter: (AH) ACCOUNT NUMBER:761232102 Name of the chatter: Michael Malloy DPA STATUS: PASSED DPA TIME STAMP: 11-08-26 19:36:20 QUERY: Customers want to disconnect the service as moving home RESOLUTION: new address has duplicate account || no active disconnection on the new address DISCO DATE: MOVE DATE: 28/08/26 DISCO REASON: n/a BE: N\A CONTACT NUMBER UPDATE STATUS: VERIFED UPDATED EMAIL ADDRESS STATUS: VERIFED UPDATED CJM: N\A WO: N\A Gone/Going away Referral Form: Your form details have been processed successfully!

Yes, I can absolutely look into reducing your monthly payments for you right now instead of canceling your contract.

MESSAGING********************

CID: Identity of the chatter: (AH) ACCOUNT NUMBER: Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: QUERY: Customers want to disconnect the service as moving home RESOLUTION: Process disconnection DISCO DATE: DISCO REASON: BE: N\A CONTACT NUMBER UPDATE STATUS: VERIFED UPDATED EMAIL ADDRESS STATUS: VERIFED UPDATED CJM: N\A WO: N\A MESSAGING********************

IDLE

MOVERS MESSAGING** CID: Identity of the chatter: AH Name of the chatter: ACCOUNT NUMBER: DPA STATUS: PASSED DPA TIME STAMP: CX: I’m moving out of my house to a property with Virgin Media however Secondary DPA Failed

Shared note

CID: Account Number: Identity of the chatter: AH/3rd Party Name of the chatter: DPA STATUS: PASSED/ FAILED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: WO: QUERY: RESOLUTION: BE:

Hi , you’re now chatting withMiah. I’ll review the details you’ve shared with my colleague and will be back with you as soon as possible. 😊