RETENTIONS Hi there, thanks so much for waiting, I'm just taking a look at your account, I'll be back with you ASAP. 😊 ___________________________ 1.tagged 5deed9d8-14a7-42d3-83ae-228dfbffbdb6 724220713 Eleanor Lang cancellation query C-120326631 =================== 2.tagged 0a592f7b-5415-429e-9469-4e8090ad1c36 Steven Cartwright cancellation query unresponsive DPA ==================== 3.tagged a6d8ebb5-7a75-4b6e-9911-b53248fe6b7d Radoslaw Ciecwierz 642702201 unresponsive DPA ======================== 4. tagged CID: 37741e14-d567-4de2-b78d-e80f2b9e7949 Account number: 675229201 Identity of the chatter: AH Name of the chatter: Danuta Jaczewska-Hassan DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 10:14:38 time constraint - ================================== 5. tagged CID: 1d6ca268-6752-4da1-87bc-c7b185060696 Account number: 311186107 Identity of the chatter: AH Name of the chatter: George Ross DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 10:52:48 // Auth status: True Contact number update status: Verified Email address status: Verified CJM: N/A WO: WO76730603 QUERY: Price for renewal is too high compared with competitors. RESOLUTION: The agent offered 516Mbps for £30 on a 24 months contract using OB discount. The customer agreed. The agent then processed the new offer and discuss the penalty charge if the TV equipment is not returned. Also, the agent discussed the pending payment and pending payment. Work Order Completed. BE: ------------------------------------------------------- Opt Bill Bill Billing Due Amount Run Date Date 1 24.62 11/04/26 5/05/26 2 30.00 13/05/26 5/06/26 ---------------------------------------------------------- PP: ? Stmt Billing Line Due MOP Transaction Status Pymt Code Date # Date Amount Src 1 12/03/26 1 7/04/26 3 83.84 Waiting Due Date BIL ============================= 6. tagged CID: c8c76298-6ac6-4a0a-919f-d679591bfb88 Account number: 239740105 Identity of the chatter: AH Name of the chatter: Sarah Crane DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 12:51:54 // Auth status: True Contact number update status: Verified Email address status: Verified unresponsive order process ======================== 7. tagged CID: bf3e0d7a-91bd-4be5-8ac0-8f1a40c919fe Account number: 441843504 Identity of the chatter: AH Name of the chatter: James Thomas DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 13:32:52 // Auth status: True Contact number update status: Verified Email address status: Verified disconnection ========================= 8. tagged CID: 5e3ae81e-f670-47eb-8ff2-3f90cbbc2063 Account number: 475504901 Identity of the chatter: AH Name of the chatter: Alan Neil DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 14:15:41 // Auth status: True Unresponsive - EECC1 =================================== 9. CID: e1639405-e585-4d41-abb8-c026c5f52aa5 Account number: 41074804 Identity of the chatter: AH Name of the chatter: George Smith DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 15:50:35 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Just using my cooling off period and sky have come forward with a new deal for me to stay RESOLUTION: The customer has just placed the order yesterday and wants to cancel, transferred to the Pre-Install Team for further assistance. BE: N/A ======================================= 10. CID: 6730f8d3-39d6-46c1-8b5d-7b99ed9c8567 Account number: 918382103 Identity of the chatter: AH Name of the chatter: Luke Green DPA STATUS: PASSED DPA TIME STAMP: 12-03-26 16:03:09 // Auth status: True Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: contract is ending, wants to look for a new deal RESOLUTION: The customer’s contract is nearing its end, and he is exploring new package options. The agent initially presented two offers: one at £95 per month for 24 months, which included 1130Mbps broadband, Mega TV 3 with Sky Sports & Cinema, Virgin TV Kids, Netflix Standard with Ads, and Anytime Chatter; and another at £85 per month for the same term with slightly fewer TV features. The customer declined both, explaining that his budget was between £70 and £75. Using the OB discount toolkit, the agent then proposed a tailored offer of 1130Mbps broadband, Mega TV 3 with Sky Sports, and Anytime Chatter for £73 on a 24‑month contract, which matched the customer’s usage. The customer responded by saying he would get back in touch. No further action taken or changes made in the account. BE: N/A Thank you for your patience, Luke. Upon checking your account, I've seen offers that you might want to consider. Here are the details: Option 1: For just a total of £95 per month on a 24-month contract, you’ll enjoy 1130Mbps, great for your usage, along with Mega TV 3 channels plus Sky Sports & Cinema, Virgin TV Kids and Netflix Standard with Ads, and Anytime Chatter landline services. Option 2: For just £85 per month on a 24-month contract, you’ll receive 1130Mbps internet, Mega TV 3 channels plus Sky Sports & Cinema, and Anytime Chatter landline services. This package is also suitable based on your account usage. Let me know what you think? Thank you for patiently waiting. The nearest package based on your budget would be: Option 3: For just £73 per month on a 24-month contract, you’ll receive 1130Mbps internet, great for your usage, along with Mega TV 3 channels plus Sky Sports, and Anytime Chatter landline services. What do you think?