CID: 56721407-7d06-4c61-90b8-afd1f95f067b Account number: 214701326 Identity of the chatter: AH Name of the chatter: Karol Zbigniew Madrachowski DPA STATUS: PASSED DPA TIME STAMP: 04-06-26 12:18:21 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 12249730 QUERY : RETENTIONS_CANCELSERVICES RESOLUTION: Conduct a DPA | Cx passed DPA |Cx wants to cancel Services as they are moving out| Ask customer why they doesn't want the service taking with them | Customer did not provide an answer and wants to cancel the service | Processed DI New Add: 78 Stanley road TW3 1XY Move date: 11/06/26 BE: Bill Bill Billing Due Amount Run Date Date 1 327.67 11/06/26 1/07/26 AI Summary: The customer requested cancellation of their broadband service due to a permanent house move. The agent completed identity verification and confirmed disconnection for the move-out date with an early termination fee of £334.01. The customer enquired about switching to a portable router, but the agent confirmed this was not possible due to service requirements. The final bill of £327.67 will be collected via Direct Debit on the specified date. The customer will receive an email with disconnection information and can access their email for 90 days post-closure. The agent provided equipment recycling guidance. ***************DISCO***************** CID: 731b54d5-84e1-4692-9f60-dfb35d176f75 Account number: 065994814 Identity of the chatter: AH Name of the chatter: Evie Halsall DPA STATUS: PASSED DPA TIME STAMP: 04-06-26 13:34:55 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 18874004 QUERY : Cancellation Disco date: 02/07/2026 Disco Reason: MM RESOLUTION: Cx wants to cancel Service as they are moving permanently to the address | Provided a new address and as per checking the new address is non-serve | Process DI | New add: Ashford House, 8 St. Georges Close, Allestree DE22 1JZ BE: 1 38.15 25/06/26 14/07/26 PP: 1 26/05/26 1 15/06/26 3 42.50 Waiting Due Date BIL AI Summary: The customer requested cancellation of their Virgin Media account due to permanent relocation from a rental property. The agent scheduled disconnection for 02/07/2026 with remote service termination. An early termination fee of £54.48 applies but will be waived upon submission of proof of the new address within 28 days. Accepted documentation includes bank statements, mortgage documents, rental agreements, driving licences, insurance documentation, or utility bills, submittable electronically or by post. Billing: £42.50 due 15/06/2026 and final bill of £38.15 collected via Direct Debit on 14/07/2026. Email access continues for 90 days post-closure. Equipment disposal guidance and support contact information were provided. ************************************** CID: 5c3d2b5d-33e3-4de3-a47c-20ab666d6df4 Account number: 727850302 Identity of the chatter: AH Name of the chatter: Jason Green DPA STATUS: PASSED DPA TIME STAMP: 04-06-26 15:18:31 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : Cancellation | RESOLUTION: Cx wants to cancel service as it is already out of contract | Offered deals and cx declined as the new cx offered is much lower and Sky offered £30 | Proceed with OHT and cx said he will think about the offers I provided and ask for clarification about thee offer for £34/Month for 24-Month contract| Cx went idle | Leave the account as is. BE: N/A PP: N/A AI Summary: The customer requested cancellation of their service contract due to cost increases following contract expiration. The customer was relocating permanently and could obtain cheaper service elsewhere. The agent verified account details and move information, then presented two service options (£41 and £46 monthly) with various features. The customer compared these to lower online rates for new customers and competitor pricing. The agent explained pricing differences between new and existing customer offers and highlighted additional benefits including WiFi boosters and O2 Priority. The agent offered a reduced rate of £34 per month for 516Mbps broadband on a 24-month contract. The customer requested clarification, which the agent provided, but did not respond further. The agent ended the chat session without a confirmed outcome. ************************************* 38472 Hi there, thanks so much for waiting. I'm just taking a look at your account. I'll be back with you ASAP. 👍 CID: f13a6d0c-3e6d-46d3-a0fc-d86d976857a1 Account number: 325940707 Identity of the chatter: AH Name of the chatter: Sophia Johnston DPA STATUS: PASSED DPA TIME STAMP: 04-06-26 16:22:14 Contact number update status: Verified Email address status: Verified New add: 5A Niton Road, Richmond, TW9 4LH CJM :N/A WO: 76885641 QUERY : Cancelling RESOLUTION: Cx wants to cancel service as the new provider offered lower deals | Proceed with OHT and offered a deals | Cx declined the offer and went Idle| Process DI Disco Reason: CZ Disco Date: 14/06/2026 BE: Bill Billing Due Amount Run Date Date 37.70 16/06/26 29/06/26 PP: Stmt Billing Line Due MOP Transaction Status Pymt Code Date # Date Amount Src 1 3/06/26 1 29/06/26 3 31.49 Waiting Due Date BIL AI Summary: The customer requested to cancel their service due to relocating and finding a cheaper deal elsewhere at £16-18 per month versus their current £31 monthly charge. The agent confirmed the permanent move and collected the new address. Two alternative packages (£44 and £49 per month) were offered but declined by the customer. The service disconnection was processed for 14 June 2026 with an early termination fee of £65.69. A final bill of £37.70 will be collected via Direct Debit on 29 June 2026. The customer must return Virgin Media equipment using pre-paid packaging via a local collection point within 10 days of disconnection, or face a £65 replacement charge. Email access will remain available for 90 days after account