STATE YOUR NAME

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

IF TRANSFERRED (STATE YOUR NAME TOO)

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

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 £29 a month on a 24‑month contract you'll get 132Mbps broadband + Your Flex TV —perfect for your current usage

Option 2:

Alternatively, for £34 a month (£29 media + £5 O2 SIM) on a 24‑month contract, you’ll get upgraded speeds (132 to 264Mbps), Flex TV, plus a 2GB data boosted to 4GB data O2 sim with Priority perks—giving you even more value than option 1

RETS

CID: e77fa2a2-aad5-4b60-a5a9-be2e6138775a Account Number: 501749703 Identity of the chatter: AH Name of the chatter: Iain Penberthy DPA STATUS: PASSED/ DPA TIME STAMP: 30-08-26 09:45:18 Contact number update status: /Updated Email address status: Verified/ CJM: WO: QUERY: My 18 month contract ending and the cost to renew us to much RESOLUTION: cx went unresponsive after presentation BE:

RETS

CID: e472ddf9-0f9d-407f-af09-56b6a3f62eca Account Number: 244861602 Identity of the chatter: AH Name of the chatter: Serena Gray DPA STATUS: PASSED/ DPA TIME STAMP: 30-08-26 10:15:54 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: You sent me contract renewal details but I haven’t renewed with you as the price is getting too high. RESOLUTION: The customer contacted support regarding a contract renewal email received. The agent confirmed that the email was sent automatically in error and that the customer's current contract remains active with 4 months and 6 days remaining, with no changes to price or package. The customer was advised to disregard the email. The customer decided to allow the package to continue running and indicated they would review options again closer to contract expiration. The agent confirmed the contract will continue as is and offered assistance when the customer is ready to explore options in the future. BE:

RETS

CID: 186068f5-de01-426f-984f-c68c5fb3e7c2 Account Number: 792090302 Identity of the chatter: AH Name of the chatter: Ben DPA STATUS: PASSED/ DPA TIME STAMP: 30-08-26 13:34:52 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: I am spendign to much on the contract and need to save moeny where I can RESOLUTION: idle after EECC 2 AI: The customer requested to reduce monthly spending on their contract. The agent offered a package at £41 per month for 24 months, including 362 Mbps broadband, Mega TV channels with Sky Atlantic, and Netflix Standard plan. The customer asked about cheaper options, Netflix family plan retention, and implications of moving house. The agent clarified that the Standard plan offers two concurrent screens at 1080p, while upgrading to Premium family plan costs an additional £13 per month (total £54 monthly). The agent confirmed early disconnection fees would be waived if the customer moves to an area without network coverage. The customer agreed to proceed. The agent sent contract documentation via contact information on file, including contract details, broadband specifications (370-384 Mbps download, 36-37 Mbps upload, minimum 181 Mbps), and 14-day cooling-off period information. The customer was asked to confirm receipt but did not respond before the chat ended.

RETS

CID: 81ed6ec8-bca7-4e92-875d-71f825bc7533 Account Number: 983082801 Identity of the chatter: AH/ Name of the chatter: Patt Jardine DPA STATUS: PASSED/ DPA TIME STAMP: 30-08-26 16:14:48 Contact number update status: /Updated Email address status: Verified/ CJM: WO: 3978383 QUERY: Because I switched to YouFibre at the end of July. RESOLUTION: has open OTS || NFAT BE:
Bill Bill Billing Due
Amount Run Date Date
1 33.25 5/09/26 23/09/26

Thank you for letting me know, Serena! Since they used BT, it means the property currently has Openreach sockets rather than ours because we operate on our own dedicated, fast network, we usually need to bring our cable into the property. However, this doesn't automatically mean drilling fresh holes through the brickwork. Our engineers are highly experienced and will always check for alternative options first, such as: Using an existing cable hole or entry point left by a past provider. Routing the cable neatly through an existing window frame or utility vent.Most importantly: Our engineer will never drill or install anything without walking you through the route first and getting your explicit permission.

RETS

CID: e84c6e07-e0a9-4684-9dd1-47ee32d61ec2 Account Number: 30-08-26 17:07:22 Identity of the chatter: AH Name of the chatter: Roger DPA STATUS: PASSED/ DPA TIME STAMP: 30-08-26 17:07:22 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 39784210 QUERY: The price is too high. I only really want the internet with a high speed so the rest of the package is useless to me. RESOLUTION: accepted BB Vgig 1 for £39 BE: Bill Bill Billing Due
Amount Run Date Date
1 67.50 12/09/26 1/10/26
2 27.60 14/10/26 2/11/26
3 39.00 13/11/26 1/12/26
vThe customer requested a broadband-only package contingent on competitive pricing and speed, threatening to switch providers otherwise. The agent offered £39 monthly for 1130 Mbps broadband with Netflix with Ads on a 24-month contract. The customer requested router relocation assistance; the agent provided contact details for the dedicated support team. The customer approved the package change. Contract documentation was sent and confirmed received. The order was completed with service starting 29 September 2026. The customer was informed of three upcoming bills including pro-rated charges and instructed to return equipment via pre-paid package. I completely understand your concern, Dmitri. If the engineer arrives, checks the property, and finds that it is physically impossible to install the service without drilling—and because your landlord has explicitly forbidden drilling—the engineer will officially log the visit as a Failed Installation due to no landlord permission.

Option 2 is £29 a month on a 24-month contract. This includes your upgraded 264Mbps broadband and the O2 SIM with Priority perks. To reassure you regarding the drilling: if the engineer visits and confirms they cannot install the service without drilling, the order will be cancelled with no early termination fees or charges applied. You are completely covered.

Thanks for waiting! Your request is now complete. Your (Broadband) service will be disconnected on 29/09/26 Your new Broadband Solus package will be £39.00 /month on a 24‑month contract (£80 after the promotion), starting on 29/09/26.

That’s it—your order is complete! Your work order number is WO-39784210. Please keep this for future reference.

Quick heads‑up: since the changes, you currently have 3 bills showing on your account:

1. £67.50 due on 1/10/26

2. £ 27.60 due on 2/11/26

3. £39.00 due on 1/12/26

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: 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 Miah. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊

IF TRANSFERRED (STATE YOUR NAME TOO)

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

MOVERS MESSAGING******************

CID: 315fd941-a4df-4605-9456-50673181e1b7 Account number: 753665212 Identity of the chatter: AH Name of the chatter: MR MANOJ MITHA DPA STATUS: PASSED DPA TIME STAMP: 30-08-26 10:37:43 Contact number update status: Verified Email address status: Verified CJM: N/A WO: QUERY: My house contact is finished. I am leaving uk RESOLUTION: cx went unresponsive || as per checking on the account, there's an disconnection logged on the account AI: The customer requested to cancel their service, stating they are leaving the UK and their house contract has ended. The agent requested the customer's full name on multiple occasions and the customer provided it. The agent confirmed understanding of the cancellation request and the reason for it. The agent subsequently ended the chat session due to customer inactivity, inviting the customer to return for further assistance at a later time.

Thanks for clearing the security checks. I understand you’re leaving UK and looking to cancel the services. Is that correct? MOVERS MESSAGING******************

CID: e49ce028-0a0e-4d10-8c91-0c37e77cbc81 Account number: 770504401 Identity of the chatter: AH Name of the chatter: Paula DPA STATUS: PASSED DPA TIME STAMP: n/a Contact number update status: n/a Email address status: n/a CJM: N/A WO: RESOLUTION: cx went unresponsive

MOVERS MESSAGING******************

CID: 7ffea654-c074-4df0-8053-8212883ef327 Account number: 565486410 Identity of the chatter: AH Name of the chatter: Lewis DPA STATUS: PASSED DPA TIME STAMP:30-08-26 13:34:56 Contact number update status: Verified Email address status: Verified CJM: N/A WO: QUER: I've moved house and plugged in my router and there doesn't seem to be any connection to the internet RESOLUTION: IDLE INTRO AI: The customer reported no internet connection after moving house and setting up their router. The customer provided contact information and confirmed remaining in the UK. An agent joined the conversation and requested the customer's full name but received no further response. The agent made multiple reconnection attempts before ending the session and inviting the customer to rejoin later with a request for feedback.

For £41 a month on a 24‑month contract you'll get 362Mbps broadband, Mega TV channels which includes Sky Channels. Sky Atlantic along with Netflix—perfect for your current usage

To upgrade to the Netflix Premium Family plan (4K streaming on 4 screens), the small top-up is £13.00 per month.This brings your total monthly cost to £54.00 (£41.00 for the package + £13.00 for the Netflix Premium upgrade). Your separate billing directly with Netflix will stop completely!

To clarify, the Standard plan does include two concurrent screens and has absolutely no ads, but it streams in 1080p Full HD rather than 4K.

The 4K resolution and 4 concurrent screens are exclusive to the Premium plan. If you stay on the Standard plan, you will still have all your separate family profiles, but only two people can watch at the exact same time in Full HD. If you move house later: If you move to a new area down the line and Virgin Media network coverage isn't available at your new address, we will waive all early disconnection fees completely.

If the connection becomes slow or unreliable, you are fully backed by Virgin Media’s Service Status and Speed Guarantees. If a technical issue cannot be resolved, you have the right to cancel the contract without paying any penalties

Thank you for clarifying, Ben! the 14-day cooling-off period begins from the day we book this new contract in.

MOVERS MESSAGING******************

CID: 42dcd006-a766-43a9-b056-f9cc7bba1e80 Account number: 6041988-02 / 7488583 2 Identity of the chatter: AH Name of the chatter: Dmitri DPA STATUS: PASSED DPA TIME STAMP: 30-08-26 16:35:22 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: Can you offer reduced rate when I move to a new address RESOLUTION: accepted BB Solus for £24 || bill change due to cx requested to reschedule the DI date NEW ADDRESS: 79 Maltby House, London, SE3 9FL WO: DI: 24176245 IN: 24176249 install date: 14/09/26 NEW ACCOUNT #: 7488583-02 DISCO DATE: 03/09/26

DI: Opt Bill Bill Billing Due
Amount Run Date Date
1 24.15- 3/09/26 5/10/26
IN :
Bill Bill Billing Due Amount Run Date Date 1 68.60 17/09/26 5/10/26 2 24.00 17/10/26 3/11/26
AI: The customer requested service renewal for a house move and inquired about better rates. The agent confirmed the new address was serviceable and explained installation procedures, including potential drilling. The customer raised concerns about their landlord prohibiting drilling; the agent confirmed that if installation proved impossible without drilling, the order would be cancelled with no early termination fees. The customer requested a 12-month contract but was informed only 24-month contracts were available. The customer agreed to a 24-month contract for 132 Mbps broadband at £24 per month without the O2 SIM. Installation was scheduled for 14 September 2026 (morning slot) with disconnection on 6 September 2026. A £35 movers charge applies to the first bill. The customer declined referral programme contact sharing and was instructed to return their current equipment when moving.