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. 😊 ***RETS*** CID: e432a23d-a265-4ec9-af09-f6eda5857fce Account Number: 725857004 Identity of the chatter: AH Name of the chatter: Sarah DPA STATUS: PASSED/ DPA TIME STAMP: 27-08-26 12:46:1 Contact number update status: Verified/ Email address status: /Updated CJM: WO: 39941756 QUERY: You are about to be responsible for giving me an aneurysm. I want to speak to someone about being ripped off RESOLUTION: accepted PH and BB VGig 1 for £35 BE: Bill Bill Billing Due Amount Run Date Date 1 12.93 8/09/26 25/09/26 2 35.00 8/10/26 26/10/26 AI: The customer requested the new customer online deal for 1 Gigabit broadband. The agent offered 1130 Mbps broadband with Netflix with Ads and weekend landline for £35 per month on a 24-month contract. The customer agreed and the agent sent contract documentation via email and SMS. The customer confirmed receipt and approval. The agent completed the order with activation on 28 August 2026. The customer queried the £83 standard price after promotion; the agent confirmed this applies when the contract ends and advance notification will be provided. ***RETS*** CID: 0ad7ef04-0a9f-4aee-9f7f-853e9c92fc39 Account Number: 31952105 Identity of the chatter: AH/ Name of the chatter: Miss Hayley Jone DPA STATUS: PASSED/ DPA TIME STAMP: 27-08-26 12:50:21 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: Paying a lot more than should be for basic package, have found alternative elsewhere with better broadband for £35/month RESOLUTION: The customer initiated contact to cancel their service, citing concerns about pricing for their basic package relative to alternatives available elsewhere. The customer confirmed their intention to cancel all services. The agent verified the customer's identity and attempted to confirm contact details but received no further response. The agent ended the chat session and requested feedback. BE: ***RETS*** CID: 4f3dcfc6-f465-40be-b8d2-4d3138d97a2 Account Number: 682049301 Identity of the chatter: 3rd party/ Name of the chatter: Heidi Saunders. DPA STATUS: PASSED/ DPA TIME STAMP: 27-08-26 13:56:26 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: Too expensive for service provided. Not happy at all RESOLUTION: cx went unresponsive after EECC2 BE: Upon checking your account, I’ve seen offer that you might want to consider. Here are the details: For £107 a month on a 24‑month contract you'll get 1130Mbps broadband, Mega TV channels which includes Sky Sports HD, Sky Cinema HD, TNT Sports, Virgin TV Kids along with Netflix with Ads and Anytime Chatter landline—perfect for your current usage Thanks for waiting! Quick recap: you’re getting our Starter Triple (v 02.26) for £52.00/month on a 24‑month contract (£106.00 after the promotion). Your new contract will be activated on 28/08/26 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-XXXXXXXXXX—please keep it for reference. ***RETS*** CID: f1ad40a1-cac0-4375-b90a-d27c0d66a4fd Account Number: 614479404 Identity of the chatter: AH Name of the chatter: Rhys DPA STATUS: PASSED/ DPA TIME STAMP: 27-08-26 14:17:01 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 77882240 QUERY: Costs too high RESOLUTION: accepted Max volt dual for £102 BE: Bill Bill Billing Due Amount Run Date Date 1 57.96 17/09/26 12/10/26 2 102.00 16/10/26 12/11/26 AI: The customer requested cancellation due to high costs. The agent identified and removed a £9.99 add-on charge whilst retaining the customer's requested TNT Sports service. The agent offered a broadband and television package at £107 per month, which the customer negotiated to £102 per month by removing the landline service. The agent sent contract documentation for review via email and SMS. The customer confirmed receipt and authorised the order. The order was completed on a 24-month contract at £102 per month, with equipment delivery scheduled and billing commencing thereafter. Thanks for waiting. Quick recap: you’re getting Max VOLT Dual (v 02.26) for £102/month on a 24‑month contract (£204.00 after the promotion). Your contract starts when your (equipment) is delivered on 01/09/26. Any out‑of‑plan calls (landline) or pay‑per‑view (TV) purchases will be charged separately. That’s it—your order is complete! Your work order number is WO-77882240—please keep it for reference. ***RETS*** CID: 724604ae-acf0-49c7-8ee1-c6c4e01b922b Account Number: 810778202 Identity of the chatter: AH Name of the chatter: Landry DPA STATUS: PASSED/ DPA TIME STAMP: 27-08-26 15:53:10 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: I am no longer the bill payer and the owner has moved to another contract RESOLUTION: has open OTS || advised cx BE: AI: The customer requested cancellation of Virgin Media services as they are no longer the bill payer and the account owner has moved. The agent explained two disconnection options: One Touch Switch or 30 days' notice. The customer chose One Touch Switch with an anticipated installation date in September. The agent confirmed the new provider has been contacted and is awaiting installation confirmation to process the disconnection. The customer will receive email confirmation with the final bill upon completion. Yes, we only require one document from that list!The document needs to show your new address so we can verify you have moved to a non-serviceable area. Since you don't have anything for the new address yet, there is no need to worry—you have 28 days from your disconnection date to send this over. ***RETS*** ***RETS*** CID: fd4c22df-bf53-44fe-ba25-12ac526475d5 Account Number: 142669704 Identity of the chatter: AH/ Name of the chatter: Leanne DPA STATUS: / FAILED DPA TIME STAMP: n/a Contact number update status: n/a Email address status: n/a CJM:C-2708266621 WO: QUERY: Much better offers for less money than current deal RESOLUTION: The customer, an existing Virgin Media customer nearing contract end, sought information on available offers. During the conversation, the agent initiated security verification which resulted in the account being locked after maximum security attempts were exceeded. The agent explained the automatic 24-hour lock is a security measure and provided a dedicated team phone number for account access and contract changes. The agent raised a complaint case with contact preference set to email and provided a case reference number. The customer will receive contact within 24–48 hours with an update. BE: ***RETS*** CID: d2c27446-5787-4124-97ce-b2417e7ee2c7 Account Number: 838285703 Identity of the chatter: AH/ Name of the chatter: Thomas Hunt DPA STATUS: PASSED/ DPA TIME STAMP: 27-08-26 17:56:08 Contact number update status: Verified/pdated Email address status: Verified/ CJM: WO: QUERY: RESOLUTION: The customer initiated contact seeking to cancel all services and enquired about cancelling with Virgin using the switch service. The customer confirmed that services are currently active. An agent acknowledged the conversation and requested the customer's full name to proceed with the cancellation request. cx closed the chat BE: ***RETS*** CID: 5abd1e94-af47-402a-b349-1caa8885b6af Account number: 914806407 Identity of the chatter: AH Name of the chatter: John townsley DPA STATUS: PASSED DPA TIME STAMP: 27-08-26 18:01:20 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 69954395 RESOLUTION: cx move to new built house || RC: AE NEW ADDRESS: no address provided DISCO DATE: Bill Bill Billing Due Amount Run Date Date 1 41.26- 28/08/26 15/09/26 AI: The customer requested cancellation of Virgin Media services due to permanently relocating to a family member's residence where broadband is already available. The agent processed the disconnection for 28 August 2026 and applied an early disconnection notice charge of £33.16, which can be waived upon provision of proof of the new address within 28 days using acceptable documentation. A final bill of £42.53 will be generated on 24 August 2026, due on 15 September 2026. A refund of £41.26 will be processed within 45 days of disconnection and credited to the customer's bank account. The agent provided equipment return procedures and confirmed the Direct Debit will be cancelled automatically once the account is settled. ***RETS*** CID: ef6675a5-28de-4375-bd06-95dbe84ede77 Account Number: 825520701 Identity of the chatter: AH Name of the chatter: Ian Wood DPA STATUS: PASSED/ DPA TIME STAMP: 27-08-26 18:35:28 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 38183310 QUERY: end of contract, renewal deal RESOLUTION: accepted BB Solus M125 for £24 BE: Bill Bill Billing Due Amount Run Date Date 1 3.50- 26/09/26 14/10/26 2 24.00 28/10/26 16/11/26 Sure thing! Quick recap: you’re getting our Broadband Solus (v 02.26) for £24/month on a 24‑month contract (£62 after the promotion). Your new contract will be activated on 28/08/26 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-12422389 —please keep it for reference. Your next bill due date (1/10/26) will be a credit of £1.67 (including any pro-rata charges). After that, it will be £24.00 on 2/11/26 ***RETS*** CID: b51c303a-1a84-4218-bf92-2777abe2f75b Account Number: 232045802 Identity of the chatter: AH/ Name of the chatter: Rebecca DPA STATUS: PASSED/ DPA TIME STAMP: 27-08-26 19:33:11 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 12422389 QUERY: My contract is up for renewal soon and I want to cancel it RESOLUTION: The customer requested to disconnect their Virgin Media services and selected the 30 days' notice option. The agent presented two service package alternatives; the customer chose the £24 per month package with 132Mbps broadband on a 24-month contract. The agent sent contract documentation via email and SMS. The customer confirmed receipt and approved the order. The agent completed the order, provided a work order number, and confirmed the contract activation date and billing schedule. BE: I have checked your account details, and because you are within your 14-day cooling-off period, you have the right to cancel immediately with zero early termination fees. I have checked your account details, and because you are within your 14-day cooling-off period, you have the right to cancel immediately with zero early termination fees. Whilst I'm in the process of finalizing your request I've seen offers that you might want to consider. Here are the details: Option 1: For a total of £50 per month on a 24‑month contract, you'd receive 1132Mbps broadband along with Netflix with Ads. This package is well suited to your current usage. Option 2: I am processing the immediate cancellation of your services right now under your 14-day cooling-off rights, ensuring there are no early termination fees charged to you. Alternatively, you'll get our supercharged package for just a total of £55 per month (£24 for your media and £5.00 for O2 sim) on a new 24 months contract, you'll enjoy the upgraded internet speed from 132Mbps to 264Mbps. Also, this package includes a 4GB data O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. This option gives you additional value compared to the option 1. I’m sorry our thinking about leaving us, but to transfer your Home Phone number, all you’d have to do is explain to your new supplier when you’re joining that you’d like to keep your Virgin number. They’ll then contact us to request the transfer. If everything goes through as expected, we’d confirm we’ve received your request and your transfer would normally go through on the same day you get installed or activated with your new supplier.\\ I am currently messaging you from our Customer Retention ***RETS*** CID:3d5beb43-7469-490c-b2a6-1192ae3f0c3f Account Number: 324052802 Identity of the chatter: AH/ Name of the chatter: Krina DPA STATUS: PASSED/ DPA TIME STAMP:27-08-26 19:33:15 Contact number update status: Verified/ Email address status: Verified/ CJM:C-2708267814 WO: 26186464 QUERY: L3 intent: Cancelling Account confirm cancellation RESOLUTION: The customer requested account disconnection and sought to recover their original landline number, which has been retained by their family for approximately four decades. The customer clarified they were attempting to reinstate a family member's account to preserve the number rather than transfer it to a new supplier. The agent confirmed eligibility for the 14-day cooling-off period and processed disconnection with zero early termination fees. The customer requested written confirmation of steps to recover the landline number and escalation to the CEO complaints team, citing a formal complaint with issues including repeated incorrect advice and failure to carry out agreed actions. The agent arranged a callback from a complaint supervisor within 30 minutes and provided a case reference number. The customer expressed dissatisfaction with service quality. BE:Bill Bill Billing Due Amount Run Date Date 1 52.80- 29/09/26 20/10/26 ***RETS*** CID: Account Number: Identity of the chatter: AH Name of the chatter: Sofia DPA STATUS: PASSED/ DPA TIME STAMP: Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: RESOLUTION: Customer states that the team emailed and said they could reduce their contract to £48. Customer wants to confirm if the contract can be reduced to £48 as promised and remove the additional £9.99 charge. Customer wants to avail the deal that has been saved for them. BE: Option 1: For £24 a month on a 24‑month contract you'll get 132Mbps broadband—perfect for your current usage Option 2: Alternatively, for £29 a month (£24 media + £4 O2 SIM) on a 24‑month contract, you’ll get upgraded speeds (132 to 264 Mbps), , plus a 2GB data boosted to 4GB data O2 sim with Priority perks—giving you even more value than option 1 ***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: cd7e3a40-75a8-4d76-a463-e2694eb3e5c6 Account number: 417017610 Identity of the chatter: AH Name of the chatter: Ritika DPA STATUS: PASSED DPA TIME STAMP:27-08-26 15:30:33 Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: advised to contact Pre-instgall team AI: The customer reported WiFi connectivity issues at their new property despite the hub being powered on and the network being visible. The agent determined the external line required digital activation or internal cabling needed engineering attention. An SMS activation code was not received. The agent directed the customer to contact the Pre-Installation team via phone to manually activate the connection. I see you are fully authenticated. To help me get this sorted for you quickly, could you please confirm your new postcode and door number? **********MOVERS MESSAGING******************** CID: ea0bead2-f8c5-4e7d-83d3-59004e1d6d07 Account Number: 477007602 Identity of the chatter: AH/ Name of the chatter: Robert DPA STATUS: PASSED/ DPA TIME STAMP: 27-08-26 17:13:12 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 70700349 RC: MM QUERY: Moved from a house to a flat RESOLUTION: cx moved to unserviceable flat/ BE: Bill Bill Billing Due Amount Run Date Date 1 285.58 28/08/26 1/09/26 **********MOVERS MESSAGING******************** CID: 28191a36-6b93-4ea0-8b60-0d6513cb84ec Account number: 654188002 | 6985864-03 Identity of the chatter: AH Name of the chatter: Shauna Odell DPA STATUS: PASSED DPA TIME STAMP: 27-08-26 18:50:59 Contact number update status: Verified Email address status: Verified CJM: N/A QUERY: I’m looking to move out and change my service to the new property as soon as possible WO: DI: 7070140 IN: 7070145 QUERY: I’m looking to move out and change my service to the new property as soon as possible RESOLUTION: Contract continuation NEW ADDRESS: 105 KAY STREET DARWEN BB3 3EL NEW ACCOUNT #: 6985864-03 DISCO DATE: 28/08/26 INSTALL DATE: 01/09/26 BE: DI: Opt Bill Bill Billing Due Amount Run Date Date 1 30.23- 2/09/26 11/09/26 IN: Bill Bill Billing Due Amount Run Date Date 1 74.98 25/09/26 15/10/26 2 27.49 24/10/26 13/11/26 'Contract Supression Form' form has been submitted and the Reference Id is 108272_594474 The customer requested assistance with moving home and transferring service to a new property. The agent confirmed the new address was serviceable and scheduled service activation for 1 September 2026, with disconnection on 28 August 2026. Self-installation was arranged with a Movers pack provided. The agent advised the customer to transport equipment to the new address, informed them of a £20 movers fee, and confirmed an account credit would reduce the first bill to £44.75 due on 15 October 2026. The customer confirmed retention of their current Direct Debit payment method and declined referral programme information sharing. 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 £30.23 which we'll use towards your first bill at the new address. This will be £74.98 due on the 15/10/26 but we'll deduct your credit so you'll only pay £44.75. This price includes your £20movers fee. **********MOVERS MESSAGING******************** CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: Contract continuation NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE: **********MOVERS MESSAGING******************** CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: Contract continuation NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE: **********MOVERS MESSAGING******************** CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: Contract continuation NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE: **********MOVERS MESSAGING******************** CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: Contract continuation NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE: