April 29, 2026 3. 2. 1. disco // done ***HYBRID (RETENTION) MESSAGING*** CID: 05080ba8-2508-4c77-9ab8-a409b2809a4d Account number: 816093504 Identity of the chatter: AH Name of the chatter: Toheeb Apatira DPA STATUS: PASSED DPA TIME STAMP: 29-04-26 15:53:12 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: 39159606 QUERY: I want give my 30 days notice RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 29/05/2026. ====================== Bill Bill Billing Due Amount Run Date Date 1 8.68 15/05/26 1/06/26 ======================================================================================================================================================================================================================================================================================= April 28, 2026 2. disco || done ***HYBRID (RETENTION) MESSAGING*** CID: 3e95e6b1-8595-434f-9d59-6a42ac70bcc0 Account number: 817901001 Identity of the chatter: AH Name of the chatter: Gordon Evans DPA STATUS: PASSED DPA TIME STAMP: 28-04-26 16:11:15 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 37344389 QUERY: Cancelling RESOLUTION: CX adamant to cancel || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 28/05/2026 | no cg ====================== Bill Bill Billing Due Amount Run Date Date 1 86.22 30/04/26 18/05/26 ====================== 1. DPA FAILED || DONE ***HYBRID (RETENTION) MESSAGING*** CID: f11b20c6-ca71-40ea-b9f0-fcb26dc3d92c Account number: 819573205 Identity of the chatter: AH Name of the chatter: Abdelaziz khadir DPA STATUS: FAILED DPA TIME STAMP: 28-04-26 11:53:01 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: I did cancel the contract and I renewed another contract on line with virgin media but you didn't accept it so you could charge me your new monthly charge RESOLUTION: DPA FAILED BE: N/A ======================================================================================================================================================================================================================================================================================= April 27, 2026 1. RECON || Done ***OB RETAIN MESSAGING*** CID: 22ba2126-e1b2-4c46-a33c-c73a23cc087 Account number: 881862605 Identity of the chatter: AH Name of the chatter: Sunil DPA STATUS: PASSED DPA TIME STAMP: 27-04-26 19:30:19 Contact number update status: Verified Email address status: Verified QUERY: broadband renewal RESOLUTION: process M125 for £21/month for 24 months contract || OB RETAIN chat CJM: N/A WO: 38861403 ====================== Bill Bill Billing Due Amount Run Date Date 1 123.26 22/05/26 9/06/26 2 27.90- 23/06/26 9/07/26 3 21.00 22/07/26 10/08/26 ====================== Bill Bill Billing Due Amount Run Date Date 1 17.30 22/05/26 9/06/26 2 21.00 23/06/26 9/07/26 3. no changes || DONE ***HYBRID (RETENTION) MESSAGING*** CID: 5d854240-872e-441f-b592-87f11446b25b Account number: 926864101 Identity of the chatter: AH Name of the chatter: Megan DPA STATUS: PASSED DPA TIME STAMP: 27-04-26 15:27:31 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Contract due To end in May and the price change is crazy expensive. Would rather look elsewhere unless you can offer me a very competitive price RESOLUTION: CX will think about the offer || Defer the offer || Leave the account as it is || NFAT. BE: N/A 2. disco || DONE ***HYBRID (RETENTION) MESSAGING*** CID: 1fab54e8-9ecd-4a28-8040-9fc9b8df2d9a Account number: 103637803 Identity of the chatter: AH Name of the chatter: Julia Hespen DPA STATUS: PASSED DPA TIME STAMP: 27-04-26 12:35:57 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 62123177 QUERY: I have already cancelled within the 14 day window as my service was not setup in time - I am waiting for my pack to send my router back RESOLUTION: CX already installed with new provider || and unable o continu the services with us due to installation issue about the quickstary and being needed to do an engineer || Process AS disconnection || Disconnection date on 28/04/2026. no cg/ check disconnect all. ====================== Bill Bill Billing Due Amount Run Date Date 1 21.66 29/04/26 19/05/26 ====================== 1. query || DONE ***HYBRID (RETENTION) MESSAGING*** CID: 7b98f3b4-d34e-4e7d-b301-25a8eb49620d Account number: 871916801 Identity of the chatter: AH Name of the chatter: Richard Field DPA STATUS: PASSED DPA TIME STAMP: 27-04-26 11:35:45 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Cancelling RESOLUTION: CX declined the offer || leave the account as it is || NFAT The customer requested a price quote for broadband-only service instead of bundled packages. The agent presented two bundled options before providing a broadband-only quote of £59/month for 516Mbps on a 24-month contract. The customer noted this differed from lower online pricing. The agent explained the difference between new customer introductory rates and existing customer loyalty discounts. The customer declined the offer and confirmed they had already submitted a 30-day cancellation notice with service expiring on a specified date. The agent confirmed no changes would be made to the account. ======================================================================================================================================================================================================================================================================================= April 23, 2026 3. IDLE ***HYBRID (RETENTION) MESSAGING*** CID: a61613aa-d8fb-4407-a333-2e7c73c5a69b Account number: 93852002 Identity of the chatter: AH Name of the chatter: Colin Mckellar DPA STATUS: PASSED DPA TIME STAMP: 23-04-26 18:12:38 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: We want to cancel the Netflix bolt on because it’s only standard RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A 2. RECONTRACT || DONE ***HYBRID (RETENTION) MESSAGING*** CID: 6b3dbb5e-d48b-491f-a7be-9bdd973533e6 Account number: 850126006 Identity of the chatter: AH Name of the chatter: Barrie Grundy DPA STATUS: PASSED DPA TIME STAMP: 23-04-26 15:16:14 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 38839421 QUERY: I want to see if I can get a better deal or look elsewhere for one RESOLUTION: Offer Entertainment Volt Bundle + O2 Sim for £71.99 per month, whilst the O2 SIM would be £5 per month on a new 24-month contract || Volt 500 Broadband, Mega TV 3 + 4GB O2 Sim + Disney+Premium || CX accepted the offer || Process new contract. ====================== Order 6175987434404294729 successfully submitted Volt Sim Only Plan Handset 24 month 6 Airtime Plan #558404254 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07708234299 is assigned successfully ====================== Bill Bill Billing Due Amount Run Date Date 1 70.61 13/05/26 1/06/26 2 48.39 13/06/26 1/07/26 3 57.00 14/07/26 3/08/26 ====================== Agent ID: P1389342 Agent Name: POLDO, BERNADETH Package Details: Entertainment Dual (v 02.26) Services Included: Volt 500 (350-500) Broadband, Mega TV 3 Add Ons: O2 FULL Tracker Entertainment Services: Disney+ Premium New Contract Broadband: 24 New Contract TV: 24 Date the Package takes effect: 23/05/2026 The full price of the bundle: 134.99 Discounted price of Bundle: 71.99 Full price of Bundle after price rise: Any TLDs: RIV: £55 off for 24mA and 24mCTE-End 12/04/2028 Any One off charges: 5.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Volt 500 (350-500) Broadband Home Phone Talk Plan: TV Package: ICOMS Codes: 35 Campaign Add: YR2500670 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: H352XXU,SEGREDC 37 BB Add: HV500M,L161DB4,NFNWENR,SEGREDA,VFTRKD1 37 BB OTC: HVDUM21 38 TEL Remove: L143TC7,PHDUMA,PHVOC,T1WKE1,T2PRS,T2VMF 38 TEL Add: 38 TEL OTC: Stream Subscription: ADD: REMOVE: 1. nfat || DONE ***OB RETAIN MESSAGING*** CID: c2441148-22c4-4c6a-8f15-67d2d03651f8 Account number: 662342204 Identity of the chatter: AH Name of the chatter: Jennifer DPA STATUS: PASSED/ FAILED DPA TIME STAMP: N/a Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Cancelling RESOLUTION: cx want to leave the account as it is for now ascx don't have enough time. BE: N/A 1. NFAT || DONE ***HYBRID (RETENTION) MESSAGING*** CID: c7a9c5a4-2353-4fb6-a831-52491131e302 Account number: 1528402 Identity of the chatter: AH Name of the chatter: Hamzah tahir DPA STATUS: PASSED DPA TIME STAMP: 23-04-26 11:04:35 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: my virgin media service was down on Sunday and Monday which affected me. My contract is also expiring soon. I was offered a price of £25 a month for a renewal but i want to discuss what other options you have RESOLUTION: CX declined the offer || leave the account as it is || NFAT. BE: N/A ======================================================================================================================================================================================================================================================================================= April 22, 2026 4. nfat || DONE ***HYBRID (RETENTION) MESSAGING*** CID: d7b5fcee-fda5-4dd2-8c26-77e70b3f3be9 Account number: 747916001 Identity of the chatter: AH Name of the chatter: Edward DPA STATUS: PASSED DPA TIME STAMP: 22-04-26 17:03:12 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Cancelling RESOLUTION: CX declined the offer || leave the account as it is || NFAT. BE: N/A 3. disco || done ***HYBRID (RETENTION) MESSAGING*** CID: 6f441034-fc9e-4785-8e15-f151ece6b16c Account number: 694301102 Identity of the chatter: AH Name of the chatter: Lee dodd DPA STATUS: PASSED DPA TIME STAMP: 22-04-26 13:13:47 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 69233293 QUERY: Understanding when it expires and options RESOLUTION: CX declined the offer and wanted to cancel || cx went idle || Process Bau Disconnection || Disconnection date on 22/05/2026 ======================= Due MOP Transaction Date Amount 30/04/26 3 57.76 ======================= 2. idle || DONE ***HYBRID (RETENTION) MESSAGING*** CID: 40815186-4601-40b8-b585-989f9409696f Account number: 851569605 Identity of the chatter: AH Name of the chatter: HAYDEN DPA STATUS: PASSED DPA TIME STAMP: 22-04-26 12:54:38 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: Looking to give 30 days notice to not renew my contract and cancel RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A 1. disco || DONE ***HYBRID (RETENTION) MESSAGING*** CID: 58b161c7-4717-4ec3-b75c-34af672d1561 Account number: 220300111 Identity of the chatter: AH Name of the chatter: Marek kozien DPA STATUS: PASSED DPA TIME STAMP: 22-04-26 11:07:54 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 12154062 QUERY: Cancelling RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 22/05/2026 ======================= Bill Bill Billing Due Amount Run Date Date 1 2.04 22/05/26 9/06/26 ======================= Due MOP Transaction Date Amount 11/05/26 3 77.45 ======================================================================================================================================================================================================================================================================================= April 21, 2026 5.RECONTRACT || done ***HYBRID (RETENTION) MESSAGING*** CID: a2a35c06-44a2-4dda-894e-78afad414105 Account number: 415354801 Identity of the chatter: AH Name of the chatter: David Oswald DPA STATUS: PASSED DPA TIME STAMP: 21-04-26 18:58:07 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 62860204 QUERY: My current package is about to expire and I want to know what my options are RESOLUTION: Offer Max Volt Bundle with Netflix for £109 per month for 24-month contract || Volt 1GB Broadband, Anytime chatter and Mega TV 3 + Sky Sports & Cinema, Virgin TV Kids and Netflix standard with ads || CX accepted the offer || Process new contract. ======================= Bill Bill Billing Due Amount Run Date Date 1 100.03 29/04/26 19/05/26 2 109.00 29/05/26 19/06/26 ======================= Agent ID: P1389342 Agent Name: POLDO, BERNADETH Package Details: Max VOLT Triple (v 02.26) Services Included: Volt 1GB (500-1GB) Broadband, Mega TV 3, Anytime chatter Sept25 Add Ons: Reminder Call|3 Way Calling|Call Divert|O2 FULL Tracker|Call Waiting Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 New Contract TEL: 24 Date the Package takes effect: 22/04/2026 The full price of the bundle: 194.0 Discounted price of Bundle: 109.0 Full price of Bundle after price rise: Any TLDs: Max Volt (v02.26) VT500+ £100pp 24m 24CTE-End 10/04/2028, £5 Phone Discount B Version for 24m 24CTE-End 10/04/2028 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: Anytime chatter Sept25 TV Package: ICOMS Codes: 35 Campaign Add: YR2500523,YR2501612 36 TV Remove: D2MVSPC,NFEMGEN,NFMGSTD,SKYSMHD 36 TV Add: D2SCINB 36 TV OTC: 37 BB Remove: AEODUMD,DYNDUMD,MGVTDU 37 BB Add: MGVTDU3,NFNWENR 37 BB OTC: VANDUM 38 TEL Remove: L143TL6,PHDUMA,T1ANY1 38 TEL Add: L161TD2,PHDUMB,T1NTLKA 38 TEL OTC: Stream Subscription: ADD: REMOVE: 4. nfat || DONE ***HYBRID (RETENTION) MESSAGING*** CID: 9ff6ac0e-6d3a-4b69-80fd-58fb50674d88 Account number: 232016705 Identity of the chatter: AH Name of the chatter: Kevin DPA STATUS: PASSED DPA TIME STAMP: 21-04-26 18:06:45 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: best deal for me RESOLUTION: CX declined the offer || leave the account as it is || NFAT. BE: N/A 3. RECONTRACT || done ***HYBRID (RETENTION) MESSAGING*** CID: ef76d81c-eda9-4baa-b527-a0f39ce73b40 Account number: 19338701 Identity of the chatter: AH Name of the chatter: Dr William Scullion DPA STATUS: PASSED DPA TIME STAMP: 21-04-26 15:39:44 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 69727961 QUERY: I would consider renewing if I got a suitable price RESOLUTION: unable to reply as soon as possible due to icoms error || Offer Max Volt Bundle with Netflix for £119.37 per month for 24-month contract || Volt 1GBBroadband, Anytime chatter and Mega TV 3 + Sky Sports & Cinema, Virgin TV Kids and Netflix standard with ads. || cx accepted the ofere ======================= Due MOP Transaction Date Amount 11/05/26 3 170.83 ======================= Bill Bill Billing Due Amount Run Date Date 1 63.35 21/05/26 11/06/26 2 119.37 20/06/26 13/07/26 ======================= BE: N/A 2. IDLE || done ***HYBRID (RETENTION) MESSAGING*** CID: 5435ac85-b2d2-45cf-9c92-0c54566bb646 Account number: 11870107 Identity of the chatter: AH Name of the chatter: Shana Patel DPA STATUS: PASSED DPA TIME STAMP: 21-04-26 14:31:08 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: My contract is ending and the price increase is too high — I’m considering leaving RESOLUTION: ​Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT. BE: N/A 1. query || DONE ***HYBRID (RETENTION) MESSAGING*** CID: 3be9236e-221d-4c14-a7b5-a0e7fa4e9e41 Account number: 11200604 Identity of the chatter: AH Name of the chatter: Lorie DPA STATUS: PASSED DPA TIME STAMP: 21-04-26 11:37:03 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I'd like to cancel my package. I can't see any options for renewal that seem reasonable. RESOLUTION: CX declined the offer || wanted to cancel || CX still have 3 month on the account || advise £75.83 of EDF || cx declined || leave the account as it is || NFAT. BE: N/A ======================================================================================================================================================================================================================================================================================== April 19, 2026 1. OTS || DONE ***HYBRID (RETS) MESSAGING*** CID: e1b6bea7-d4fa-4e31-8e8f-c5bdedab095f Account number: 53424112 Identity of the chatter: AH Name of the chatter: Angel Wickers DPA STATUS: PASSED DPA TIME STAMP: 19-04-26 11:35:11 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Cancel RESOLUTION: CX went idle || choose OTS || disconnect all in Discover. Agent ID: P1389342 Agent Name: POLDO, BERNADETH Change Effective From Date: 19/05/2026 Discover Negotiator – Disconnection booked The customer requested to disconnect Virgin Media services due to switching to a new provider. The agent explained two disconnection options: One Touch Switch process (led by the new provider) or 30-day notice. The customer selected One Touch Switch. The agent provided detailed information about the process, including that services will cease upon new provider installation, final billing will only include charges for services provided, email access continues for 90 days post-closure, and Virgin Media equipment must be returned using pre-paid packaging via Collect+ or face a replacement charge. The customer will receive an email with disconnection details and next steps. ======================================================================================================================================================================================================================================================================================== April 17, 2026 5. DPA FAILED ***HYBRID (RETS) MESSAGING*** CID: 03b1b7c9-6a99-4a02-8405-43dd81d6cace Account number: 785630003 Identity of the chatter: AH Name of the chatter: Zara wallace DPA STATUS: FAILED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: CANCELLING RESOLUTION: DPA FAILED BE: N/A 4. query ***HYBRID (RETS) MESSAGING*** CID: 48d7192c-2a74-47f3-ab19-5729d7b6b10a Account number: 108234410 Identity of the chatter: AH Name of the chatter: Alessia DPA STATUS: PASSED DPA TIME STAMP: 17-04-26 13:48:56 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: i asked to renew my contract expiring on the 7th of May but the renew it today RESOLUTION: eduae about the changes on the account || leave the account as it is || NFAT. BE: N/A 3. DISCO ***HYBRID (RETS) MESSAGING*** CID: 92b580d8-7daf-44fe-8b5f-68ad922d3a3e Account number: 463372001 Identity of the chatter: AH Name of the chatter: Alan DPA STATUS: PASSED DPA TIME STAMP: 17-04-26 12:55:12 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 12211598 QUERY: I would like to close my account when my contract ends on 15.5.2026 RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 16/05/2026 ===================== Bill Bill Billing Due Amount Run Date Date 1 5.63 15/05/26 3/06/26 ===================== Due MOP Transaction Date Amount 5/05/26 3 47.45 2. ***HYBRID (RETS) MESSAGING*** CID: adffc415-6244-43e7-a5b3-dd9de190f504 Account number: 39756707 Identity of the chatter: AH Name of the chatter: Mohamed Salaheddine Talamali DPA STATUS: PASSED DPA TIME STAMP: 17-04-26 12:39:26 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: cancellation RESOLUTION: cx closed the chat advise bill and disconnection. BE: N/A 1. ***HYBRID (RETS) MESSAGING*** CID: 8b6c50af-4fc2-4c51-8955-fb287c00216f Account number: 760327306 Identity of the chatter: AH Name of the chatter: Wai lee DPA STATUS: PASSED DPA TIME STAMP: 17-04-26 11:04:15 Contact number update status: Updated Email address status: Verified CJM: N/A WO: N/A QUERY: When I need to inform stop the plan? RESOLUTION: cx contract will end on 03/Sep/2026 \\ educate cx that the contract is not yet suppressed and due to having a contract the discount is limited \\ nfat.. BE: N/A ======================================================================================================================================================================================================================================================================================== April 16, 2026 4. RECONTRACT || DONE ***HYBRID (RETS) MESSAGING*** CID: 8cec6c49-cd7a-4a35-a7ed-b056666ff756 Account number: 106537802 Identity of the chatter: AH Name of the chatter: Peter kavanagh DPA STATUS: PASSED DPA TIME STAMP: 16-04-26 18:20:24 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 16954471 QUERY: The deal i have is too expensive going to try get a better deal RESOLUTION: Offer Volt 250 Broadband + O2 Sim for £24 per month, whilst your O2 SIM would be £5.00 per month on a new 24-month contract || CX accepted the offer || Process new contract. =========================== Order 9175928154613789661 successfully submitted Volt Sim Only Plan Handset 24 month 6 Airtime Plan #556017380 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07851854523 is assigned successfully =========================== Due MOP Transaction Date Amount 23/04/26 3 55.40 =========================== Bill Bill Billing Due Amount Run Date Date 1 4.11 8/05/26 26/05/26 2 24.00 5/06/26 23/06/26 =========================== Agent ID: P1389342 Agent Name: POLDO, BERNADETH Package Details: BB Solus (v 02.26) Services Included: Volt 250 (125-250) Broadband Add Ons: O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 17/04/2026 The full price of the bundle: 62.0 Discounted price of Bundle: 24.0 Full price of Bundle after price rise: Any TLDs: RIV: £30 off for 24mA and 24 Ct-End 05/04/2028 Any One off charges: 5.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Volt 250 (125-250) Broadband Home Phone Talk Plan: TV Package: ICOMS Codes: 35 Campaign Add: YR2401129 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: EDFDV10,H100LU,HEROCN4,L813D01,L813D33,L813D58,L813D78 37 BB Add: HV200M,L161DA1,SEGREDA,VFTRKD1 37 BB OTC: HVDUM21 38 TEL Remove: 38 TEL Add: 38 TEL OTC: Stream Subscription: ADD: REMOVE: 3. ADDED VALUE || DONE ***HYBRID (RETS) MESSAGING*** CID: 500b4486-5554-4a02-b41b-5a03435b82f0 Account number: 805814001 Identity of the chatter: AH Name of the chatter: Max DPA STATUS: PASSED DPA TIME STAMP: 16-04-26 12:02:26 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 37274302 QUERY: 360 upgrade This is for a FREE TV BOX upgrade. Please do not upsell the customer in any way. RESOLUTION: process booking an engineer and Tv box update. BE: N/A 2. Query || DoNE ***HYBRID (RETS) MESSAGING*** CID: e65aed20-4ce9-4adb-9820-59abefa52464 Account number: 659223503 Identity of the chatter: AH Name of the chatter: John Barnett DPA STATUS: PASSED DPA TIME STAMP: 16-04-26 11:49:56 Contact number update status: Updated Email address status: Updated CJM: N/A WO: N/A QUERY: The price has increased £3.50 a month & I’m a pensioner &can’t afford any increase So Imay change to another provider RESOLUTION: advise that cx still within contract for 5 months and educate that the £3.50 that was added on the bill is the price increase || leave the account as it is || NFAT. BE: N/A 1. UNRESPONSIVE || DONE ***HYBRID (RETS) MESSAGING*** CID: 4f25e5d1-d6d8-435f-8713-3297ce0adf2e Account number: 626450401 Identity of the chatter: AH Name of the chatter: Charles Bosch DPA STATUS: PASSED DPA TIME STAMP: 16-04-26 11:12:55 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Cost of broadband RESOLUTION: Unresponsive CX during discovery/presentation || Follow 5-5-5 || Close conversation || NFAT. BE: N/A ======================================================================================================================================================================================================================================================================================== April 15, 2026 2. nfat ***HYBRID (RETS) MESSAGING*** CID: 2eaaff8a-9016-4488-9f56-bfd39b33c48e Account number: 924590101 Identity of the chatter: AH Name of the chatter: Martin DPA STATUS: PASSED DPA TIME STAMP: 15-04-26 14:33:22 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: I want all tv services cancelled immediately and a cost to retain virgin internet until 22nd June RESOLUTION: cx went idle || Offer M350 Broadband for £66 per month for a rolling contract || cx wanted this to be 24 hours activation as cx already provided notice on March || cx will think about this and will contact us back. NFAT. BE: N/A 1. nfat ***HYBRID (OB LEADS) MESSAGING*** CID: 96654685-0132-4791-8c78-5240c792eb27 Account number: 568514202 Identity of the chatter: AH Name of the chatter: Kirsty eardley DPA STATUS: PASSED DPA TIME STAMP: 15-04-26 11:25:45 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I’ve had a text from yourselves about my pending disconnection offering me broadband for £21 RESOLUTION: Offer M350 Broadband for £33 per month for 24-month contract || CX declined the offer || leave the account as it is || NFAT. ======================================================================================================================================================================================================================================================================================== April 10, 2026 6. RECONTRACT O2 || done ***HYBRID (RETS) MESSAGING*** CID: 022a1c60-9eff-4e87-b82b-d9cde6e2bf5d Account number: 822487402 Identity of the chatter: AH Name of the chatter: Philippa humphris DPA STATUS: PASSED DPA TIME STAMP: 10-04-26 18:03:10 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 16187809 QUERY: Vodafone offering faster broadband for cheaper RESOLUTION: Offer Volt 250 Broadband + O2 Sim for £24 per month, whilst your O2 SIM would be £5 per month on a new 24-month contract || CX accepted the offer || Process new contract. ========================== no copy paste 5. QUERY ***HYBRID (RETS) MESSAGING*** CID: 92d6e219-d855-4661-a829-1ffd5874c2dd Account number: 704899609 Identity of the chatter: AH Name of the chatter: Paul Faghy DPA STATUS: PASSED DPA TIME STAMP: 10-04-26 16:16:27 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Require payment dates & amounts (for HMRC) from 6-4-25 to 5-4-26. Thank you RESOLUTION: File a complaint as customer looking for the previous agent which is Aravindhan as customer felt that he was lied to about the information that customer wanted to get. BE: N/A 4. ADDED VALUE || DONE ***HYBRID (RETS) MESSAGING*** CID: df5fa51c-1734-4e34-9665-7fd6a0344511 Account number: 826256401 Identity of the chatter: AH Name of the chatter: Steven Kay DPA STATUS: PASSED DPA TIME STAMP: 10-04-26 15:16:04 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: I have still not been contacted, despite being promised to be contacted within 48 hours. If no arrangements are made today to rearrange the installation of services to an earlier time after your unnecessary and unapproved delaying of this I will be seeking to cancel the contract in place, as all trust in virgin media has been lost before you have even provided a service. WITH OB TOOLKIT: Yes/No RESOLUTION: file a complaint and credit as cx was dissatisfied about the reschedule of the installation. BE: N/A 1. RECONTRACT || DONE ***HYBRID (OB LEADS) MESSAGING*** CID: 83858a60-dc83-42b1-a352-6230b05a2b59 Account number: 136962001 Identity of the chatter: AH Name of the chatter: David DPA STATUS: PASSED DPA TIME STAMP: 10-04-26 13:21:21 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 6295196 QUERY: I’ve been sent a £21 offer RESOLUTION: OB LEADS || cx proceed with £21/month for M125 Broadband || process reconnection and new contract. BE: N/A 3. DISCO || DONE ***HYBRID (RETS) MESSAGING*** CID: 6db20cfe-8f25-434b-9025-9f4e046f6711 Account number: 315026603 Identity of the chatter: AH Name of the chatter: John DPA STATUS: PASSED DPA TIME STAMP: 10-04-26 11:38:24 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I want to close my account RESOLUTION: CX already installed with new provider || advise 30 days notice || Process BAU disconnection || Disconnection date on 10/05/2026. 2. OTS || DONE ***HYBRID (RETS) MESSAGING*** CID: d1ebe8a3-8d18-4697-ae0b-876c137e92b3 Account number: 21071707 Identity of the chatter: AH Name of the chatter: Paola Lorena Uccello DPA STATUS: PASSED DPA TIME STAMP: 10-04-26 11:18:04 Contact number update status: Verified Email address status: Updated CJM: N/A WO: N/A QUERY: Not renewing my contract RESOLUTION: CX declined the offer || choose OTS || disconnect all in Discover. 1. ADDED VALUE || DONE ***HYBRID (RETS) MESSAGING*** CID: a9d59db9-9a81-450f-a59e-2ff3d8cb8999 Account number: 720183702 Identity of the chatter: AH Name of the chatter: irfan khaliq DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Don’t want to go ahead with insulation WITH OB TOOLKIT: Yes/No RESOLUTION: cx misrouted and wanted to cancel newly order package || advise that it's already cancelled. ======================================================================================================================================================================================================================================================================================== April 9, 2026 4. Recontract || DONE ***HYBRID (RETS) MESSAGING*** CID: adc11fbd-e04c-4605-9003-df7ef4991463 Account number: 468792202 Identity of the chatter: AH Name of the chatter: Valerie DPA STATUS: PASSED DPA TIME STAMP: 09-04-26 15:45:50 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 69103402 QUERY: Hello there, I would like to change my contract. I no longer require home phone or TV, but wish to keep broadband. WITH OB TOOLKIT: Yes RESOLUTION: Offer Volt 1GB Broadband for £36 per month for 24-month contract || CX accepted the offer || Process new contract. ========================== Bill Bill Billing Due Amount Run Date Date 1 86.91 9/04/26 27/04/26 2 17.33 9/05/26 26/05/26 3 36.00 10/06/26 26/06/26 ========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: Volt 1GB (500-1GB) Broadband Add Ons: O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 09/05/2026 The full price of the bundle: 80.0 Discounted price of Bundle: 36.0 Full price of Bundle after price rise: Any TLDs: RIV: £36 off for 24mA and 24mCTE-End 29/03/2028 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: Volt 1GB (500-1GB) Broadband Home Phone Talk Plan: TV Package: ICOMS Codes: 35 Campaign Add: YR2500651 36 TV Remove: D1FRETR,D21TBO1 36 TV Add: 36 TV OTC: 37 BB Remove: HEROCN5,HV2GB1 37 BB Add: HV1GB5,L161DA4,NFNWENR,SEGREDA 37 BB OTC: 38 TEL Remove: L124T20,PHVOC,T1WKE1,T2VMF,T3REM,T3WTG 38 TEL Add: 38 TEL OTC: Stream Subscription: ADD: REMOVE: 3. QUERY || DONE ***HYBRID (RETS) MESSAGING*** CID: d46eecda-7f99-4779-a18f-ebc1629bec75 Account number: 531403702 Identity of the chatter: AH Name of the chatter: Graham DPA STATUS: PASSED DPA TIME STAMP: 09-04-26 14:24:24 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Just had an email from you stating that my discount will continue for another year. My nephew has a £700k house & he earns a fortune, he gets everything, I mean everything, for about £78. I rent a 2 bed house & pay £103 & earnings are low?? I want his deal otherwise I’ll consider a cancellation of everything & get Toob to supply my broadband?? Your thoughts please WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || file a complaint as customer wanted us to match the other customer deal || nfat. BE: N/A 2. RECONTRACT || DONE ***HYBRID (RETS) MESSAGING*** CID: d4c4cd1e-c300-4e6d-a68a-1e0f27467f08 Account number: 863169901 Identity of the chatter: AH Name of the chatter: Stephanie Cressey DPA STATUS: PASSED DPA TIME STAMP: 09-04-26 11:20:19 Contact number update status: Verified Email address status: Updated CJM: N/A WO: 38751821 QUERY: I cannot afford the new package price WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || Offer Max Volt Bundle with Netflix + O2 Sim for £111 per month, whilst the O2 SIM would be £10 per month on a new 24-month contract || Volt 500 Broadband, Anytime chatter and Mega TV 3 + Sky Sports & Cinema, Virgin TV Kids and Netflix standard with ads + Unlimited O2 Sim || TNT Sports and Liverpool || CX accepted the offer || Process new contract. ========================== Order 9175865195513359738 successfully submitted Volt Sim Only Plan Handset 24 month 4 Airtime Plan #551762952 | 250GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07841417534 is assigned successfully ========================== No BE Screen// ADVISE TM TO NOTATE ========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: Max VOLT Triple (v 02.26) Services Included: Volt 500 (350-500) Broadband, Mega TV 3, Anytime chatter Sept25 Add Ons: O2 FULL Tracker|TNT Sports|Liverpool FC Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 New Contract TEL: 24 Date the Package takes effect: 10/04/2026 The full price of the bundle: 213.0 Discounted price of Bundle: 111.0 Full price of Bundle after price rise: Any TLDs: Max Volt (v02.26) VT500+ £78pp 24m 24CTE-End 29/03/2028 Any One off charges: 10.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: Anytime chatter Sept25 TV Package: ICOMS Codes: 35 Campaign Add: YR2501608 36 TV Remove: D2MVSPC,SKYSMHD 36 TV Add: D2SCINB 36 TV OTC: 37 BB Remove: DYNDUMD,H2HMOFF,LMGVTDU 37 BB Add: MGVTDU3,NFNWENR 37 BB OTC: HVDU231 38 TEL Remove: L143TK4,PHDUMA,T1ANY1 38 TEL Add: L161TD1,T1NTLKA 38 TEL OTC: Stream Subscription: ADD: REMOVE: 1. RECONTRACT || DONE ***HYBRID (RETS) MESSAGING*** CID: ee7197ca-2f49-448b-8596-ff5e10c37b89 Account number: 912539401 Identity of the chatter: AH Name of the chatter: BETHIA Hamilton DPA STATUS: PASSED DPA TIME STAMP: 09-04-26 11:02:50 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 69711424 QUERY: Cancelling WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || Offer Starter Volt Bundle + O2 Sim for £33 per month, whilst the O2 SIM would be £5 per month on a new 24-month contract|| Volt 362 Broadband, Mixit TV & anytime Chatter + 4GB O2 Sim ||CX accepted the offer || Process new contract || cx went idle upon O2 process. ========================== Bill Bill Billing Due Amount Run Date Date 1 3.69 14/04/26 5/05/26 2 33.00 13/05/26 4/06/26 ========================== File O2 call back form ========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: Starter Triple (v 02.26) Services Included: Mixit TV, Volt 350 (250-350) Broadband, Anytime chatter Sept25 Add Ons: O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 New Contract TEL: 24 Date the Package takes effect: 10/04/2026 The full price of the bundle: 94.0 Discounted price of Bundle: 33.0 Full price of Bundle after price rise: Any TLDs: RIV: £48 off for 24mA and 24mCTE-End 29/03/2028, £5 Phone Discount A Version for 24m 24CTE-End 29/03/2028 Any One off charges: 5.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: Anytime chatter Sept25 TV Package: ICOMS Codes: 35 Campaign Add: YR2500518,YR2500663 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: L813D01,L813D20,L813D44,L813D74,YRPLANA,YRPLANM 37 BB Add: SEGREDA 37 BB OTC: HVDUM21 38 TEL Remove: EDFDV32,T1ANY1 38 TEL Add: L161TA8,PHDUMA,T1NTLKA 38 TEL OTC: Stream Subscription: ADD: REMOVE: ======================================================================================================================================================================================================================================================================================== April 8, 2026 8. IDLE ***HYBRID (RETS) MESSAGING*** CID: c5845bd6-7e73-4a39-9ae1-62adf7e1efb6 Account number: 626160901 Identity of the chatter: AH Name of the chatter: Leigh DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: Confirm when my extension is in place till with no restrictions? WITH OB TOOLKIT: Yes/No RESOLUTION: advise about the extension of the payment BE: N/A 7. ***HYBRID (RETS) MESSAGING*** CID: a32a188e-8c33-4485-a7a8-f96974204c7a Account number: 125238603 Identity of the chatter: AH Name of the chatter: Reymond DPA STATUS: PASSED DPA TIME STAMP: 08-04-26 19:00:23 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: WITH OB TOOLKIT: Yes/No RESOLUTION: Unresponsive CX during discovery/presentation || Follow 5-5-5 || Close conversation || NFAT. BE: N/A 6. IDLE ***HYBRID (RETS) MESSAGING*** CID: e53b53bf-a737-410f-898f-191d2a9620b1 Account number: 401271602 Identity of the chatter: AH Name of the chatter: Sarah DPA STATUS: PASSED DPA TIME STAMP: 08-04-26 17:42:04 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I want to change my package to broadband only WITH OB TOOLKIT: Yes/No RESOLUTION: Unresponsive CX during discovery/presentation || Follow 5-5-5 || Close conversation || NFAT. BE: N/A 5. OTS || DONE ***HYBRID (RETS) MESSAGING*** CID: a8ab3b47-a4ca-4a48-93b7-82b9a81faeb0 Account number: 56676001 Identity of the chatter: AH Name of the chatter: Stephen DPA STATUS: PASSED DPA TIME STAMP: 08-04-26 15:34:03 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: Cancel on 12th May WITH OB TOOLKIT: Yes/No RESOLUTION: CX declined the offer || choose OTS || disconnect all in Discover. Agent ID: P1389342 Agent Name: BERNADETH POLDO Change Effective From Date: 08/05/2026 Discover Negotiator – Disconnection booked 4. DISCO || DONE ***HYBRID (RETS) MESSAGING*** CID: 2475968d-b424-49c7-837a-482974fd320b Account number: 65781402 Identity of the chatter: AH Name of the chatter: uzema ahmad DPA STATUS: PASSED DPA TIME STAMP: 08-04-26 15:13:20 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 15529241 QUERY: i want to cancel my contract WITH OB TOOLKIT: Yes/No RESOLUTION: CX already installed with new provider || advise 30 days notice || Process BAU disconnection || Disconnection date on 08/05/2026. ========================== Bill Bill Billing Due Amount Run Date Date 1 56.91 9/04/26 27/04/26 ========================== 3. RECONTRACT || DONE ***HYBRID (RETS) MESSAGING*** CID: 8ce7371c-fa1d-4039-8e6e-19c448c1811e Account number: 415860201 Identity of the chatter: AH Name of the chatter: Richard Lloyd DPA STATUS: PASSED DPA TIME STAMP: 08-04-26 12:34:59 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 12192855 QUERY: cancelling WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || Offer M250 Broadband for £24.00 per month for 24-month contract ||CX accepted the offer || Process new contract. ========================== Due MOP Transaction Date Amount 16/04/26 3 22.57 ========================== Bill Bill Billing Due Amount Run Date Date 1 21.85 30/04/26 18/05/26 2 24.00 30/05/26 16/06/26 ========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: BB Solus (v 02.26) Services Included: M250 Broadband Add Ons: Entertainment Services: New Contract Broadband: 24 Date the Package takes effect: 09/04/2026 The full price of the bundle: 68.0 Discounted price of Bundle: 24.0 Full price of Bundle after price rise: Any TLDs: RIV: £36 off for 24mA and 24mCTE-End 28/03/2028 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: YR2500651 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: L143DA3,UPXSED2 37 BB Add: L161DA2,SEGREDA 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC: Stream Subscription: ADD: REMOVE: 2. DISCO || DONE ***HYBRID (RETS) MESSAGING*** CID: a41467ef-41ac-4bef-9c4a-81063ae29b8f Account number: 820310902 Identity of the chatter: AH Name of the chatter: Sean DPA STATUS: PASSED DPA TIME STAMP: 08-04-26 12:27:07 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 38744741 QUERY: You were notified by Youfibre of my intention to switch provider, ref number OTS1000894, yet I have still been charged this month WITH OB TOOLKIT: Yes/No RESOLUTION: CX already installed with new provider || advise 30 days notice || Process BAU disconnection || Disconnection date on 08/05/2026 ========================== Bill Bill Billing Due Amount Run Date Date 1 61.60 17/04/26 5/05/26 ========================== 1. RECONTRACT || DONE ***HYBRID (RETS) MESSAGING*** CID: ecf49040-9153-4143-93b2-2c0d82ea65f5 Account number: 909591203 Identity of the chatter: AH Name of the chatter: Jozefina Vargova DPA STATUS: PASSED DPA TIME STAMP: 08-04-26 11:06:39 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 38744305 QUERY: Cancelling WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || Offer M125 Broadband for £21.00 per month for 24-month contract || CX accepted the offer || Process new contract. ========================== Due MOP Transaction Date Amount 23/04/26 3 28.93 ========================== Bill Bill Billing Due Amount Run Date Date 1 14.39 7/05/26 26/05/26 2 21.00 4/06/26 23/06/26 ========================== 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: 09/04/2026 The full price of the bundle: 62.0 Discounted price of Bundle: 21.0 Full price of Bundle after price rise: Any TLDs: RIV: £33 off for 24mA and 24 Ct-End 28/03/2028 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: YR2401132 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: EDFDV68,L813D31,L813D39,L813D58,L813D79,YRPLANG,YRPLANH 37 BB Add: L161DA1,SEGREDA 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC: Stream Subscription: ADD: REMOVE: ======================================================================================================================================================================================================================================================================================== April 7, 2026 3. OTS QUERY || DONE ***HYBRID (RETS) MESSAGING*** CID: bdd39265-0aa0-472d-b1aa-a16e4aaca746 Account number: 967334601 Identity of the chatter: AH Name of the chatter: Innish Seeds DPA STATUS: PASSED DPA TIME STAMP: 07-04-26 19:03:31 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I want to confirm that the service has been cancelled WITH OB TOOLKIT: Yes/No RESOLUTION: cx have ITS and installation today || advise that we are waiting for gaining provider to notify us about the complete switch || nfat BE: N/A 2. SHOP AROUND || DONE ***HYBRID (RETS) MESSAGING*** CID: 2093ea08-126d-41d9-96ea-736acf03e3f9 Account number: 739470102 Identity of the chatter: AH Name of the chatter: Thomas Bouch DPA STATUS: PASSED DPA TIME STAMP: 07-04-26 15:19:34 Contact number update status: Verified Email address status: Updated CJM: N/A WO: N/A QUERY: Cancelling WITH OB TOOLKIT: Yes RESOLUTION: declined offer || cx have switch ots with sky and switch date would be on 14/04/2026 || nfat. BE: N/A 1. RECONTRACT || DONE ***HYBRID (RETS) MESSAGING*** CID: 58e8af64-fc1c-42ba-9b99-39a40a883a30 Account number: 876416001 Identity of the chatter: AH Name of the chatter: Francesco Sammarco DPA STATUS: PASSED DPA TIME STAMP: 07-04-26 11:20:01 (prev chat) Contact number update status: Verified Email address status: Verified CJM: N/A WO: 37222788 QUERY: I asked you to put me in touch with the Web Team. It's them who have made me a renewal offer which I accepted on the 3rd of April 2026. I am an existing customer with my original package expiring on May 05, 2026. Taking over that from April 03, 2026. WITH OB TOOLKIT: Yes RESOLUTION: Used OB toolkit discount as customer already have offered a package lower than what we can do || request for a rolling credit of £3.80/month as customer accepted £28.80/month on a new 24-month contract with the documentation and captured consent (CIS100433804711) || CX accepted the offer || Process new contract. ========================== Bill Bill Billing Due Amount Run Date Date 1 21.29 6/05/26 20/05/26 2 28.20 3/06/26 22/06/26 ========================== Agent ID: P1389342 Agent Name: BERNADETH POLDO Package Details: Starter Triple (v 02.26) Services Included: M250 Broadband, Mixit TV, Weekend chatter Add Ons: Voicemail Free Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 New Contract TEL: 24 Date the Package takes effect: 08/04/2026 The full price of the bundle: 89.0 Discounted price of Bundle: 32.0 Full price of Bundle after price rise: Any TLDs: RIV: £49 off for 24mA and 24mCTE-End 27/03/2028 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: YR2500664 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: HEROCN4,L813D01,L813D23,L813D56,L813D77,YRPLANA,YRPLANB,YRPLANE 37 BB Add: SEGREDA 37 BB OTC: 38 TEL Remove: EDFDV32 38 TEL Add: L161TA8 38 TEL OTC: Stream Subscription: ADD: REMOVE: ======================================================================================================================================================================================================================================================================================== April 6, 2026 2. RECONTRACT || DONE ***HYBRID (RETS) MESSAGING*** CID: 617d2707-6cac-40e6-893d-5c93b160bece Account number: 909716901 Identity of the chatter: AH Name of the chatter: See Chung Cheung DPA STATUS: PASSED DPA TIME STAMP: 04-04-26 11:47:34 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 37218259 QUERY: Too expensive WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || Offer M125 Broadband for £21 per month for 24-month contract || CX accepted the offer || Process new contract. =========================== Bill Bill Billing Due Amount Run Date Date 1 17.51 23/04/26 11/05/26 2 21.00 22/05/26 10/06/26 =========================== 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: 07/04/2026 The full price of the bundle: 62.0 Discounted price of Bundle: 21.0 Full price of Bundle after price rise: Any TLDs: RIV: £33 off for 24mA and 24 Ct-End 26/03/2028 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: YR2401132 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: EDFDV68,L813D30,L813D39,L813D68,L813D80,POMDUM1,YRPLANG,YRPLANH 37 BB Add: L161DA1,SEGREDA 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC: Stream Subscription: ADD: REMOVE: 1. DISCO || DONE ***HYBRID (RETS) MESSAGING*** CID: 860c1a9c-0959-43a4-8508-ae2d6a825c02 Account number: 52306703 Identity of the chatter: AH Name of the chatter: Kay Fullerton DPA STATUS: PASSED DPA TIME STAMP: 06-04-26 10:45:12 Contact number update status: Verified Email address status: Verified CJM: C-060426934 WO: 50917499 QUERY: Leaving virgin WITH OB TOOLKIT: Yes/No RESOLUTION: CX declined the offer || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 06/05/2026. BE: Bill Bill Billing Due Amount Run Date Date 1 4.16- 24/04/26 18/05/26 Due MOP Transaction Date Amount 16/04/26 3 138.18 ======================================================================================================================================================================================================================================================================================== APRIL 2, 2026 2. QUERY ***HYBRID (RETS) MESSAGING*** CID: 0483c39e-b8ed-4604-bc6f-81a84558073c Account number: 106320104 Identity of the chatter: AH Name of the chatter: David landreth DPA STATUS: PASSED DPA TIME STAMP: 02-04-26 17:49:16 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: What is the price for broadband if I stay with virgin WITH OB TOOLKIT: Yes/No RESOLUTION: Offer deal but declined || advise that their is already a disconnection on the account || nfat. BE: N/A 1. QUERY ***HYBRID (RETS) MESSAGING*** CID: 4a429740-e75e-4969-b663-63259972f532 Account number: 358601102 Identity of the chatter: AH Name of the chatter: Jennifer Carroll DPA STATUS: PASSED DPA TIME STAMP: 02-04-26 11:40:34 Contact number update status: Updated (07775420787) Email address status: Verified CJM: N/A WO: N/A QUERY: Hey my contract expires 5th April I would like to cancel my contract from then please I have a new provider WITH OB TOOLKIT: Yes/No RESOLUTION: cx account is already disconnected || completed in WO and Competed with switch OTS CJM || advise cx || cx understand. BE: N/A ======================================================================================================================================================================================================================================================================================== APRIL 1, 2026 4. DISCO || DONE ***HYBRID (RETS) MESSAGING*** CID: 2f6dfc99-c0cf-4934-9036-00a69a2a6eab Account number: 167858801 Identity of the chatter: AH Name of the chatter: Debra Beeby DPA STATUS: PASSED DPA TIME STAMP: 01-04-26 18:42:54 Contact number update status: Updated Email address status: Verified CJM: N/A WO: 16915826 QUERY: Want to give 30 days notice. My contract ends in 2 weeks WITH OB TOOLKIT: Yes/No RESOLUTION: CX adamant to cancel || cx choose 30 days notice || Process Bau Disconnection || Disconnection date on 01/05/2026 ============================ Bill Bill Billing Due Amount Run Date Date 1 24.65 15/04/26 5/05/26 3. IDLE || DONE ***HYBRID (RETS) MESSAGING*** CID: 49216afc-942f-4dc7-a4a8-ea86baab44f4 Account number: c Identity of the chatter: AH Name of the chatter: Juanxia Shang DPA STATUS: PASSED DPA TIME STAMP: 01-04-26 17:10:25 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: I want cheaper prices WITH OB TOOLKIT: Yes RESOLUTION: Price Rise bot || Offer M250Broadband for £24.00 per month for 24-month contract || cx went idle upon EECC 1 || Leave the account as it is || NFAT. 2. Query || DONE ***HYBRID (RETS) MESSAGING*** CID: 5b763ab0-d734-4e29-b422-6c850e6ecc33 Account number: 205231706 Identity of the chatter: AH Name of the chatter: cToomey DPA STATUS: PASSED DPA TIME STAMP: 01-04-26 15:33:05 Contact number update status: Verified Email address status: Verified CJM: N/A WO: N/A QUERY: App is showing my account is closed but I just renewed my contract and it should be active today WITH OB TOOLKIT: Yes/No RESOLUTION: advise to wait for the equipment to be deliver as yodel will attempt to redeliver the equipment if not advise to wait it to reschedule which is on 02/04/2026 || nfat. BE: N/A 1. IDLE || DONE ***HYBRID (RETS) MESSAGING*** CID: 38b7eb73-e65c-4bd6-8ce4-ef4275b0e3a0 Account number: 773499901 Identity of the chatter: AH Name of the chatter: David Pinkney DPA STATUS: PASSED DPA TIME STAMP: 01-04-26 13:31:23 Contact number update status: Verified Email address status: Updated CJM: N/A WO: N/A QUERY: I want to cancel my contract at end of term may6th WITH OB TOOLKIT: Yes/No RESOLUTION: Unresponsive CX during presentation || Follow 5-5-5 || Close conversation || NFAT.