MAY 13, 2026 5. DISCO ***HYBRID (RETENTION) MESSAGING*** CID: b18e26e1-5555-4d78-a1a6-b0192155a1e5 Account number: 69079104 Identity of the chatter: AH Name of the chatter: Ana Trinchinet DPA STATUS: PASSED DPA TIME STAMP: 13-05-26 18:53:22 Contact number update status: Updated Email address status: Verified CJM: C-1305268790 WO: N/A QUERY: Cheaper deal RESOLUTION: Offer M500 Broadband for £33 per month for 24-month contract || CX declined the offer || choose OTS but declines and want to manually process the disco at the end of contract however this is less than 30 days' notice // Process Bau Disconnection || Disconnection date on 12/06/2026 and file a complaint due to dissatisfaction. BE: N/A *************************** Bill Bill Billing Due Amount Run Date Date 1 27.55- 6/06/26 29/06/26 *************************** Billing Line Due MOP Transaction Date # Date Amount 7/05/26 1 28/05/26 3 83.34 4. DISCO ***HYBRID (RETENTION) MESSAGING*** CID: 86fab7bd-e0d9-4bdf-913b-309ef6255b0e Account number: 900401005 Identity of the chatter: AH Name of the chatter: Elizabeth Popovich DPA STATUS: PASSED DPA TIME STAMP: 13-05-26 16:50:31 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Cancelling RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 12/06/2026 *************************** Bill Bill Billing Due Amount Run Date Date 1 29.28- 6/06/26 29/06/26 *************************** Billing Line Due MOP Transaction Date # Date Amount 7/05/26 1 28/05/26 3 74.30 3. IDLE ***HYBRID (RETENTION) MESSAGING*** CID: c214c6bf-d085-47ac-918c-51ad1f669446 Account number: 234636601 Identity of the chatter: AH/3rd Party -N/A Name of the chatter: Steve DPA STATUS: PASSED DPA TIME STAMP: 13-05-26 16:34:31 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Reduce my costs RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A 2. DISCO ***HYBRID (RETENTION) MESSAGING*** CID: 2562a7fa-0828-44d0-8363-2c4f4f3092b6 Account number: 704603911 Identity of the chatter: AH Name of the chatter: Jessica Elwood DPA STATUS: PASSED DPA TIME STAMP: 13-05-26 13:25:52 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 37440918 QUERY: speak to an agent about cancelling service RESOLUTION: Misrouted // process disco on the account as cx will be moving out // cx provide 30 days notice || Process Bau Disconnection || Disconnection date on 12/06/2026 // no CG. *************************** Bill Bill Billing Due Amount Run Date Date 1 24.61 22/05/26 10/06/26 1. DISCO ***HYBRID (RETENTION) MESSAGING*** CID: f66db543-9aeb-4615-b643-3bd0bb7806bf Account number: 140077601 Identity of the chatter: AH Name of the chatter: Richard DPA STATUS: PASSED DPA TIME STAMP: 13-05-26 12:53:55 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 62156534 QUERY: Cancelling RESOLUTION: CX already installed with new provider || advise 30 days notice || Process BAU disconnection || Disconnection date on 12/06/2026. Bill Bill Billing Due Amount Run Date Date 1 7.89- 2/06/26 22/06/26 ============================================================================================================================================================================================================================ MAY 12, 2026 3. DISCO ***HYBRID (RETENTION) MESSAGING*** CID: 1c3a1c1d-3e7c-4bc2-8dd4-3e77a056d0f4 Account number: 61703706 Identity of the chatter: AH Name of the chatter: Usman DPA STATUS: PASSED DPA TIME STAMP: 12-05-26 18:02:58 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 51062133 QUERY: my contract expires on the 10th April 2026 - I've found a better deal in the area with same broadband speed and its a 12month contract RESOLUTION: CX already installed with new provider || advise 30 days notice || Process BAU disconnection || Disconnection date on 11/06/2026. *************************** Due MOP Transaction Date Amount 1/06/26 3 78.72 *************************** Bill Bill Billing Due Amount Run Date Date 1 33.89- 10/06/26 30/06/26 *************************** Due Date Charge Status 11/07/26 90.00 Chargeable HUMAX 1TB STB 1//done ***OB RETAIN MESSAGING*** CID: dd9a1e7b-5ea7-46ab-a45c-f3ecca38818e Account number: 563265002 Identity of the chatter: AH Name of the chatter: Leila DPA STATUS: PASSED DPA TIME STAMP: 12-05-26 14:46:16 Contact number update status: Verified Email address status: Verified QUERY: I got a text message to ask about the £21 deal RESOLUTION: cx choose option 1 which is M125 BB for £21/month for 24 months contract // cx accepted the offer. CJM: N/A WO: 69450766 *************************** Bill Bill Billing Due Amount Run Date Date 1 26.15 10/06/26 26/06/26 2 21.00 9/07/26 27/07/26 2. RECONTRACT ***HYBRID (RETENTION) MESSAGING*** CID: e16f9af8-6223-4faf-a786-7be608ecfc88 Account number: 223111901 Identity of the chatter: AH Name of the chatter: Laura jane higgins DPA STATUS: PASSED DPA TIME STAMP: 12-05-26 11:25:06 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 76303713 QUERY: the price of my broadband package has gone up over £20 and I wish to cancel RESOLUTION: Offer M125 Broadband for £28 per month for 24-month contract || CX accepted the offer || Process new contract //used messenger toolkit *************************** Due MOP Transaction Date Amount 1/06/26 3 50.19 *************************** Bill Bill Billing Due Amount Run Date Date 1 5.22 10/06/26 1/07/26 2 28.00 9/07/26 3/08/26 *************************** Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: M125 Broadband Add Ons: Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 13/05/2026 The full price of the bundle: 62.0 Discounted price of Bundle: 28.0 Full price of Bundle after price rise: Any TLDs: RIV: £26 off for 24mA and 24 Ct-End 01/05/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: TV Package: ICOMS Codes: 35 Campaign Add: YR2401125 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: BBDUM,L143DA2 37 BB Add: L161DA1,SEGREDA 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC: Stream Subscription: ADD: REMOVE: 1. NFAT ***HYBRID (RETENTION) MESSAGING*** CID: e2e38abc-b519-4c23-8db9-61142f03e955 Account number: 102375203 Identity of the chatter: AH Name of the chatter: Shauna McGuinness DPA STATUS: PASSED DPA TIME STAMP: 12-05-26 11:01:29 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: i am looking to cancel as my contract expires next month and I am trying to cut down on bills. RESOLUTION: CX declined the offer || leave the account as it is || NFAT. BE: N/A ============================================================================================================================================================================================================================ MAY 11, 2026 5. DISCO // done ***HYBRID (RETENTION) MESSAGING*** CID: 7b8a10f0-3d66-4c6f-83c8-df42cc1e45a5 Account number: 95847001 Identity of the chatter: AH Name of the chatter: Patrick McCallum DPA STATUS: PASSED DPA TIME STAMP: 11-05-26 18:57:21 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 51058358 QUERY: My monthly bill will be going from £29 to £58 RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 10/06/2026. *********************** BE: Bill Bill Billing Due Amount Run Date Date 1 3.72- 28/05/26 22/06/26 *********************** Due MOP Transaction Date Amount 20/05/26 3 28.93 4. DISCO // done ***HYBRID (RETENTION) MESSAGING*** CID: b680ba67-7629-4eec-94fc-c9fe645322e1 Account number: 164386301 Identity of the chatter: AH Name of the chatter: Nicole Sloan DPA STATUS: PASSED DPA TIME STAMP: 11-05-26 18:07:39 Contact number update status: Verified Email address status: Updated CJM: N/A WO: 17027906 QUERY: Too expensive RESOLUTION: CX still have 14 month and 21 days on the account || advise £389.68 of EDF || cx agreed || Process BAU Disconnection || Disconnection date on 10/06/2026. BE: Bill Bill Billing Due Amount Run Date Date 1 439.31 22/05/26 9/06/26 3. OTS // done ***HYBRID (RETENTION) MESSAGING*** CID: 27702699-6811-4b79-aed2-8b45f7a42aef Account number: 708269101 Identity of the chatter: AH Name of the chatter: Lucy Rivers DPA STATUS: PASSED DPA TIME STAMP: 11-05-26 15:37:57 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: want to switch to Gig1 31.99 per month with Netflix RESOLUTION: CX declined the offer || choose OTS || disconnect all in Discover. Agent ID: P1389342 Agent Name: BERNADETH POLDO Change Effective From Date: 10/06/2026 Discover Negotiator – Disconnection booked 2. Query // done ***HYBRID (RETENTION) MESSAGING*** CID: d103812b-b84e-42ea-a0f2-3cabf5d353ef Account number: 828005404 Identity of the chatter: AH Name of the chatter: Melisha Miranda DPA STATUS: PASSED DPA TIME STAMP: 11-05-26 10:59:46 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Cancelling RESOLUTION: CX still have 5 month and 5 days on the account || advise £164.30 of EDF || cx declined|| leave the account as it is || NFAT. BE: N/A 1. Query // done ***HYBRID (RETENTION) MESSAGING*** CID: 8ce7c45a-ce48-4ce8-9de9-7984f4f15159 Account number: 834667803 Identity of the chatter: AH Name of the chatter: Parul Valand DPA STATUS: PASSED DPA TIME STAMP: 11-05-26 10:59:40 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I have had endless problems with virgin media RESOLUTION: The customer requested to freeze the account for the last 3 months. After that the customer was charged for the standard price // req for the Rk to match the original contrac. 'Recurring Credit Request Form' form has been submitted and the Reference Id is 122892_312247 BE: N/A ============================================================================================================================================================================================================================ MAY 7, 2026 5. ***HYBRID (RETENTION) MESSAGING*** CID: b01a99b0-1569-425f-96d2-249b90bad716 Account number: 844704404 Identity of the chatter: AH Name of the chatter: Cheuk Sang Wong DPA STATUS: PASSED DPA TIME STAMP: 07-05-26 18:49:04 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 37407658 QUERY: cancel the broadband RESOLUTION: CX declined the offer || cx choose 30-60 days notice || Process Bau Disconnection || Disconnection date on 16/06/2026. ======================== Bill Bill Billing Due Amount Run Date Date 1 13.50 3/06/26 22/06/26 ======================== Due MOP Transaction Date Amount 20/05/26 3 28.93 4. IDLE ***HYBRID (RETENTION) MESSAGING*** CID: 6fd650d9-714f-448d-9b99-5fe49fa436e Account number: 600404102 Identity of the chatter: AH Name of the chatter: Taylor Langham DPA STATUS: PASSED DPA TIME STAMP: 07-05-26 18:36:20 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Renewal too expensive RESOLUTION: Unresponsive CX during cancelaltion discussion and cx confirmed that he will contact back as cx still have 4 month left || Follow 5-5-5 || Close conversation || NFAT. BE: N/A 3. NFAT ***HYBRID (RETENTION) MESSAGING*** CID: fc461a5c-5fc3-4150-aecc-a19b39d1c181 Account number: 176803301 Identity of the chatter: AH Name of the chatter: Lisa DPA STATUS: PASSED DPA TIME STAMP: 07-05-26 18:24:57 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: Too expenseive RESOLUTION: Cx closed the chat upon O2 phrobing// nfat BE: N/A 2. DISCO ***HYBRID (RETENTION) MESSAGING*** CID: f8011df3-c3c8-4cdf-966a-3c3cad7c3291 Account number: 913092801 Identity of the chatter: AH Name of the chatter: Melanie Leitch DPA STATUS: PASSED DPA TIME STAMP: 07-05-26 13:47:53 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 69751208 QUERY: Because I was not informed I was out of contract and having been paying ridiculously high bills for a long time and didn’t notice it being take out by direct debit. So I wish to cancel and am currently unhappy with the service. Not to mention also that my broadband is having an issue and it has been reported and still not resolved. RESOLUTION: CX went idle process 30 days notice || Process Bau Disconnection || Disconnection date on 06/06/2026. Bill Bill Billing Due Amount Run Date Date 1 4.00- 21/05/26 11/06/26 BE: N/A 1. DISCO ***HYBRID (RETENTION) MESSAGING*** CID: 2ceb1978-bd6c-4178-b2db-6e225f5de57f Account number: 459360805 Identity of the chatter: AH Name of the chatter: Hayley DPA STATUS: PASSED DPA TIME STAMP: 07-05-26 11:20:15 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 69398807 QUERY: Been informed that our deal is coming to an end on the 13th May and the price is going to £54 per month. Have been looking around online and my husband can get a deal with Sky for the Ultimate Package and 900mbps with Netflix and Disney plus through his work for £41pm and £85 cash back. RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 06/06/2026 BE: Bill Bill Billing Due Amount Run Date Date 1 35.71 9/05/26 26/05/26 ============================================================================================================================================================================================================================ MAY 6, 2026 6. ***HYBRID (RETENTION) MESSAGING*** CID: b9551478-caad-4c82-bd72-4563eff00256 Account number: 725377102 Identity of the chatter: AH Name of the chatter: LUKE STANBROOK DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 19:04:44 Contact number update status: Verified Email address status: Verified CJM: (C-0605268518) WO: N/A QUERY: RENEW CONTRACT RESOLUTION: CX declined the offer || leave the account as it is || NFAT. BE: N/A ***OB RETAIN MESSAGING*** CID: 0d754b1a-c287-4604-93d6-0a259f66a8ab Account number: 215497103 Identity of the chatter: AH Name of the chatter: Jorge DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 18:37:37 Contact number update status: Verified Email address status: Verified QUERY: I received an SMS from virgin media regarding my pending disconnection and am open to discuss RESOLUTION: CX declined the offer || leave the account as it is || NFAT. OB TOOLKIT USED: YES/NO CJM: N/A WO: N/A 5. ***HYBRID (RETENTION) MESSAGING*** CID: 24a5eafd-ae43-43c3-ae09-c26dd8e12624 Account number: 146952202 Identity of the chatter: AH Name of the chatter: Neil Wilkinson DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 18:26:04 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: Hi, just wondered if my landline number from switching from sky broadband will be switched over too I'm not cancelling RESOLUTION: The customer inquired about whether their landline number would transfer when switching to Virgin Media broadband from their previous provider. The agent confirmed that since the customer accepted a broadband-only offer, the landline number would not transfer to Virgin Media. The agent advised the customer to contact their previous provider to address this concern. The customer acknowledged the information and the chat session ended. BE: N/A 4. ***HYBRID (RETENTION) MESSAGING*** CID: 18294a52-c51c-4dbb-a1fe-914f73db9572 Account number: 346918502 Identity of the chatter: AH Name of the chatter: Iro Sonia DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 16:52:31 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: (C-0605267120) WO: N/A QUERY: I want to end this service tonight. I can't afford it RESOLUTION: file cjm// advise that there is already a disconnection on the account however cx don't want to pay for the final bill and cx also mentioned that he already requested to cancel before. BE: N/A 3. NFAT // done ***HYBRID (RETENTION) MESSAGING*** CID: cd8b790a-5b5e-4e58-9b1d-72fcd1a88e8e Account number: 217395104 Identity of the chatter: AH Name of the chatter: Rokas Gudavicius DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 16:23:00 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: I received a message referencing a £21 broadband deal. I would like to ask more information about it, namely: 1. Would this be my current package: M500? 2. How many months would the contract be for? RESOLUTION: advice he 2 option // cx want to leave the account as it is // nfat. BE: N/A 2. recontract // done ***HYBRID (RETENTION) MESSAGING*** CID: e3884ca5-2c0c-478a-83f7-05f76ca899e2 Account number: 31300103 Identity of the chatter: AH Name of the chatter: Nghia Ton DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 11:34:21 (prev agent) Contact number update status: Verified Email address status: Verified CJM: N/A WO: 51038349 QUERY: I want to talk to an agent about my package options RESOLUTION: Offer M250 Broadband for £30 per month for 24-month contract || CX accepted the offer || Process new contract. *********************** Bill Bill Billing Due Amount Run Date Date 1 24.13 14/05/26 4/06/26 2 30.00 13/06/26 6/07/26 *********************** Agent ID: P1389342 Agent Name: POLDO, BERNADETH Package Details: BB Solus (v 02.26) Services Included: M250 Broadband Add Ons: Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 07/05/2026 The full price of the bundle: 68.0 Discounted price of Bundle: 30.0 Full price of Bundle after price rise: Any TLDs: RIV: £30 off for 24mA and 24 Ct-End 25/04/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: TV Package: ICOMS Codes: 35 Campaign Add: YR2401129 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: EDFDV68,L813D01,L813D35,L813D66,L813D73,YRPLANG,YRPLANH 37 BB Add: L161DA2,SEGREDA 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC: Stream Subscription: ADD: REMOVE: 1. OTS // done ***HYBRID (RETENTION) MESSAGING*** CID: 4b06086d-05d6-4783-bf11-2c909742b011 Account number: 449485404 Identity of the chatter: AH Name of the chatter: Russell Elliott DPA STATUS: PASSED DPA TIME STAMP: 06-05-26 11:32:27 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: Too costly RESOLUTION: CX declined the offer || choose OTS || disconnect all in Discover. BE: N/A Agent ID: P1389342 Agent Name: POLDO, BERNADETH Change Effective From Date: 05/06/2026 Discover Negotiator – Disconnection booked ============================================================================================================================================================================================================================ MAY 5, 2026 4. existing OTS ***HYBRID (RETENTION) MESSAGING*** CID: 037c2954-cf18-4452-b96c-4cbe5e9bd478 Account number: Identity of the chatter: AH Name of the chatter: helen maris DPA STATUS: PASSED DPA TIME STAMP: 05-05-26 18:31:29 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: price is too high RESOLUTION: advise that there is a switch OTS. BE: N/A 3. idle ***HYBRID (RETENTION) MESSAGING*** CID: 32b42fba-4afb-4bfb-8453-ba332ea9ffa8 Account number: 400171501 Identity of the chatter: 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: N/A WO: N/A QUERY: Nan has gone into a carehome RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A 2. disco//done ***HYBRID (RETENTION) MESSAGING*** CID: 06a0cfb7-4404-4a8e-8405-eb275ed12eff Account number: 62836004 Identity of the chatter: AH Name of the chatter: Susan Bayley DPA STATUS: PASSED DPA TIME STAMP: 05-05-26 11:51:51 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 42157426 QUERY: The increase is now too high compared to ending my contract and starting elsewhere RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 04/06/2026 ======================= Bill Bill Billing Due Amount Run Date Date 1 18.34 7/05/26 28/05/26 ======================= Total Charges: 155.00 Due Date Charge Status 4/07/26 65.00 Chargeable VM HUB 5.0 (SAGEMCOM) 4/07/26 90.00 Chargeable HUMAX 1TB STB 1. existing OTS // done ***HYBRID (RETENTION) MESSAGING*** CID: 7823a37f-c4f3-4abf-8f04-6e5eb69ad4b3 ACCOUNT #: 99785501 Identity of the chatter: (AH) Name of the chatter: Peter DPA STATUS: PASSED DPA TIME STAMP: 05-05-26 11:06:46 Contact # Update Status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: Customer wants to cancel account RESOLUTION: advice ots on cjm and will switch with EE on 05/06/2026. ============================================================================================================================================================================================================================ MAY 4, 2026 1. disco/ done ***HYBRID (RETENTION) MESSAGING*** CID: 1a521ea0-46de-4adc-9540-6e26aad9d4f0 Account number: 927713201 Identity of the chatter: AH Name of the chatter: Ross DPA STATUS: PASSED DPA TIME STAMP: 04-05-26 11:25:58 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 38909900 QUERY: cancel my renewal renewal price is too high, and includes too many items (i only require broadband) RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 03/06/2026. BE: Bill Bill Billing Due Amount Run Date Date 1 82.82 9/05/26 26/05/26 ============================================================================================================================================================================================================================ ***HYBRID (RETENTION) MESSAGING*** 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: N/A WO: N/A QUERY: RESOLUTION: BE: N/A