02/09/26

                                 RETENTIONS

1 TRAC♥

CID: 8175c1ce-fd8f-4854-8c4a-fe45093c3775 Account number: 47590701 Identity of the chatter: AH Name of the chatter: MR PHILLIP INSOLE DPA STATUS: PASSED DPA TIME STAMP: N/A Contact number update status: Updated Email address status: Verified CJM :N/A WO: N/A QUERY : change contract RESOLUTION: The agent greeted the customer and indicated they would review previously shared details. The agent requested the customer's full name and confirmation of account holder status. After multiple check-ins without customer response, the agent ended the chat session and requested the customer complete a feedback survey. Customer idle in intro script BE: N/A

2 TRAC♥

CID: 182cd6ed-bd4e-46d0-b7bd-fb2e82c54b0b Account number: 776133301 Identity of the chatter: AH Name of the chatter: MISS OLIVIA DEAVILLE DPA STATUS: PASSED DPA TIME STAMP: IDLE Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Im switching to someone else RESOLUTION: The customer initiated contact and indicated a desire to cancel. The agent joined the chat, requested the customer's full name and account holder confirmation, and asked to verify contact information previously shared with the system. After an extended period without customer response, the agent made multiple check-in attempts. The agent then ended the chat session and requested the customer complete a feedback survey. BE: N/A

3 TRAC♥

CID: 5a223e21-bafa-4642-907a-0285fbb56e90 Account number: 71716403 Identity of the chatter: AH Name of the chatter: MR LEE STOKES DPA STATUS: PASSED DPA TIME STAMP: 02-09-26 10:21:33 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : New provider RESOLUTION: The customer initiated contact regarding account cancellation. The customer confirmed their contact information during security verification. The agent confirmed that the customer's account had already been cancelled. The customer enquired about the early termination bill timeline. The agent advised that an email with disconnection details and next steps would be sent, and directed the customer to the company website for further queries. BE: N/A

4 TRAC♥

CID: 57e1d130-85d1-404c-8301-d3714c961e57 Account number: 460880601 Identity of the chatter: AH Name of the chatter: Ms. Jayne Rogers DPA STATUS: PASSED DPA TIME STAMP: 02-09-26 11:39:57 Contact number update status: Updated Email address status: Verified CJM :C-0209262144 WO: 12514801 QUERY : I don't want to renew my contract when it ends on 26th sept RESOLUTION: Customer adamant to cancel and cannot offers filed a complaint regarding with the satisfaction of the chats. idle cancellation. The customer requested disconnection of Virgin Media services, citing 30-day notice provided in August with a contract end date in September. The agent confirmed the disconnection, provided a case reference number, and informed the customer that services will be disconnected in early October 2026 with associated final billing amounts. The agent outlined post-disconnection details including email access retention for 90 days, equipment return requirements via pre-paid packaging with potential replacement charges if not returned, and confirmation that a linked mobile SIM will not be affected. The customer elected to receive resolution details via email. BE: Bill Billing Due
Amount Run Date Date
12.70 24/09/26 12/10/26

5 TRAC ♥

CID: 9f92d982-7f4f-4457-8f76-ca96889b55b5 Account number: 011082712 Identity of the chatter: AH Name of the chatter: Lisa holland DPA STATUS: PASSED DPA TIME STAMP: 02-09-26 11:54:28 Contact number update status: Verified Email address status: Verified CJM :C-0209262357 WO: 26205240 QUERY : Human RESOLUTION: The customer requested to disconnect all Virgin Media services, citing domestic violence circumstances and previous unresolved support interactions where an agent allegedly promised to clear the bill. The agent verified the customer's identity and contact details, then explained disconnection options and raised a case documenting the domestic violence issue. The agent confirmed a 30-day notice disconnection with services ending 02/10/26, a final bill of £111.88 due 05/10/26, email access for 90 days post-closure, and equipment return via pre-paid packaging. A formal complaint was raised with expected follow-up contact within 24–48 hours. BE:
Bill Billing Due
Amount Run Date Date
111.88 15/09/26 5/10/26

6 TRAC♥

CID: 1ff79b94-c65f-455f-8dc0-a952b20cfb38 Account number: 412571801 Identity of the chatter: AH Name of the chatter: MRS ANGELA TEODORESCU DPA STATUS: PASSED DPA TIME STAMP: 02-09-26 14:19:01 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Too expensive RESOLUTION: Customer account has been already cancelled. The customer requested to cancel their Virgin Media account and inquire about returning equipment and receiving a final bill. The customer cited service costs as too expensive due to being on a pension and a drastic price increase. The agent offered a reduced rate, which the customer declined as they were switching providers. The agent confirmed the account cancellation and advised the customer would receive an email with disconnection details and next steps. BE: N/A

7 TRAC♥

CID: 94fcb697-6d41-4894-a0c0-fedd744e9c65 Account number: 239014601 Identity of the chatter: AH Name of the chatter: Katherine Mohrasri DPA STATUS: PASSED DPA TIME STAMP: 02-09-26 14:36:16 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 12431421 QUERY : CANCELSERVICES RESOLUTION: The customer requested cancellation of all Virgin Media services. The agent offered two alternative service packages (£28.00 and £32.00 monthly options), which the customer declined. The agent processed a 30-day disconnection notice with a service end date of 02/10/26 and confirmed a final bill of £86.80 for September. The agent provided details on post-closure email access (90 days), equipment recycling procedures, and the One Touch Switch process to avoid service disruption when switching providers. The customer confirmed the cancellation was officially processed. BE: Bill Billing Due
Amount Run Date Date
86.80 4/09/26 22/09/26

8 TRAC♥

CID: 31cecac2-fa13-4fde-97d6-88438582b23f Account number: 487981703 Identity of the chatter: AH Name of the chatter: MS CAROLINE COOK DPA STATUS: PASSED DPA TIME STAMP: IDLE Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : what deal can you give to stay with Virgin? RESOLUTION: CUSTOMER IDLE IN INTRO AND CANNOT VERIFY THE CONTACT DETAILS The agent greeted the customer and reviewed previously shared details. The agent requested the customer's full name and account holder confirmation. After multiple check-ins without response, the agent ended the chat session and requested the customer complete a feedback survey. BE: N/A

                                            MOVERS

1 TRAC♥

CONTACT ID: 351a8d80-c35e-4188-bb22-e94d69edf104 Identity of the chatter: AH ACCOUNT NUMBER 853072407 Name of the chatter: MS ALEXANDRA BROAD DPA STATUS: PASSED DPA TIME STAMP: 02-09-26 08:19:49 Contact Number Update Status: Verified Email address Status: Verified CJM: N/A WO: N/A QUERY: Book move RESOLUTION: Customer already moved out The customer requested to book a home move with an installation date of 26 September. The agent collected the customer's contact information and new property address details. The agent advised that the earliest available installation date was 30 September 2026 because the previous tenant's services remained active. The customer expressed concern about a four-day internet outage and indicated they would contact the provider closer to their move date to request a date adjustment if the previous tenant's move-out date changed. The agent confirmed 30 September 2026 as the final move-in date and recommended the customer provide their own equipment for installation.

2TRAC♥

CONTACT ID: 9de86de4-e01e-4b48-a556-78df2c5b3510 Identity of the chatter: AH ACCOUNT NUMBER 629441506 Name of the chatter: MISS KAYLEIGH FIELDING DPA STATUS: PASSED DPA TIME STAMP: 02-09-26 09:14:38 Contact Number Update Status: Verified Email address Status: Updated CJM: N/A WO: QUERY: You have put the wrong address on my new contract RESOLUTION: The customer contacted regarding a house move and reported that their new contract contained their current address rather than their new address, and included an outdated email address. The agent confirmed the new address details and collected updated contact information. The agent explained the new contract will activate at the new address following installation, with service disconnection on one date and reconnection on the following date. The agent confirmed the customer is eligible for self-install, will receive a Movers pack with cables, and should reply to an activation SMS on the activation day. The agent provided a support number to contact if an engineer is needed within 48 hours, and reminded the customer to bring equipment to the new address.

3 TRAC♥

CONTACT ID: bb40629c-1dbb-499a-a856-11aebae13e44 Identity of the chatter: AH ACCOUNT NUMBER 03387307 Name of the chatter: MRS REKHA PLAVINKOOTTATHI DPA STATUS: PASSED DPA TIME STAMP: 02-09-26 10:35:04 Contact Number Update Status: Verified Email address Status: Verified CJM: N/A Old address WO: 77894391 New address WO: 77894401 QUERY: Moving home RESOLUTION: Customer closed the chat after discuss the like for like move. The customer enquired about initiating their house move process for relocation in October. The agent confirmed the new address is serviceable and eligible for self-install. Services will activate on 24 October 2026, with current services ceasing on 23 October 2026. The customer will receive a Movers pack with cables and can activate by replying GO to an SMS. The agent presented two package upgrade options; the customer declined to change their current package, preferring to review options after moving. The agent advised the customer to take their equipment when relocating and informed them of a one-off £20 movers fee on their first bill at the new address. OLD ACCOUNT #: 03387307 OLD ADDRESS: 114 RANTREE FOLD, BASILDON SS16 5TP NEW ACCOUNT #: 6032919-04 NEW ADDRESS: 4 wetherland SS16 5QN DISCO DATE: 23/10/26 INSTALL DATE: 24/10/26 CONTRACT: 12 MONTHS 13 DAYS - END DATE 14/09/2027 BE:

OLD

Bill      Billing         Due        Merged    

Amount Run Date Date Amount
32.52 10/09/26 5/10/26
32.52 10/10/26 5/11/26
24.92- 24/10/26 5/11/26 7.60

NEW

 Bill      Billing         Due  

Amount Run Date Date
113.60 10/11/26 30/11/26
54.00 10/12/26 30/12/26
DISCO REASON: CM

Contract Supression Form' form has been submitted and the Reference Id is 108272_595766

'Recurring Credit Request Form' form has been submitted and the Reference Id is 122892_336706

4 TRAC♥

CONTACT ID: 37e4e0b8-cf5d-47ea-a9a3-15887673aeac Identity of the chatter: AH ACCOUNT NUMBER 113198810 Name of the chatter: MISS EMILY HASSARD DPA STATUS: PASSED DPA TIME STAMP:02-09-26 14:57:36 Contact Number Update Status: Updated Email address Status: Verified CJM: N/A WO: 15792074 QUERY: I am moving out of London RESOLUTION: The customer requested to cancel their rolling WiFi contract due to permanently relocating. The agent confirmed the customer's identity and permanent move status. The agent advised that an early termination fee of £0.00 would apply with a notice charge added to the final bill. Services would be disconnected on the specified date with a final bill of £12.50 collected via Direct Debit. The agent provided information about 90-day email access retention post-disconnection, equipment disposal guidance, and O2 SIM account details. The agent confirmed all arrangements were complete and stated a confirmation email would be sent. OLD ACCOUNT #: 113198810 OLD ADDRESS: FLAT 17 PALMER HOUSE, 76 -84 FORTESS ROAD, LONDON, NW5 2HH DISCO DATE: 02/10/26 BE:
Bill Billing Due
Amount Run Date Date
12.50 16/09/26 5/10/26
DISCO REASON: CL- MOVING ABROAD

5 TRAC♥ CONTACT ID: 9a2957b1-cb3b-429d-9281-c9c5c6f0b622 Identity of the chatter: AH ACCOUNT NUMBER 864156514 Name of the chatter: MR ELLIOT JONES DPA STATUS: PASSED DPA TIME STAMP: 02-09-26 15:36:55 Contact Number Update Status: Verified Email address Status: Verified CJM: N/A WO: N/A QUERY: Moving to new house, internet was only needed for a year while in temporary accomodation at university RESOLUTION: Customer would like to leave account as it is, offered 60 disconnection but the customer declined the disconnection and want to call. NFAT The customer requested cancellation of their broadband contract due to relocating for university, where internet was already available. The agent presented two options: 30-day notice with a final bill of £54.33 including notice fee, or early disconnection within 24 hours with an early termination fee. The customer sought clarification on the early termination fee cost to compare options but the agent could not provide this until after processing the 24-hour disconnection. Unable to make an informed decision, the customer requested the account remain unchanged and indicated they would call to resolve the matter. The agent confirmed no changes would be made and provided contact information for further assistance. NEW ADDRESS: 165 Fletchamstead Highway, CV4 7BA CONTRACT: 11 DAYS BE: N/A