DISCO 04/09/2026 Activation 10/08/26

RETENTIONS MESSAGING

CID: ea43d9d7-9bb0-4281-a02c-37bb6744f0eb Account number: 95026202 Identity of the chatter: AH Name of the chatter: Tim DPA STATUS: Passed DPA TIME STAMP: 05-08-26 08:01:39 Contact number update status: Verified Email address status: Verified CJM : N/A WO: N/A QUERY : CX cancel RESOLUTION: open switch date 10/08/26// EOC BE: N/A Messaging Toolkit: N/A Summary: The customer requested cancellation of their Virgin Media services due to switching to a different provider. The agent confirmed the One Touch Switch process had already commenced with the new provider, with service disconnection scheduled for a specified date. The customer enquired about an early termination fee; the agent advised it would be included in the updated final bill to be sent via email once the new provider's services are installed. The agent confirmed all arrangements were complete.

RETENTIONS MESSAGING

CID: 16d8a407-a642-4acd-964f-a2eae814a448 Account number: 769972201 Identity of the chatter: AH Name of the chatter: Dylan DPA STATUS: Passed DPA TIME STAMP: 05-08-26 08:44:36 Contact number update status: Updated Email address status: Verified CJM : N/A WO: N/A QUERY : CX cancel RESOLUTION: Never account// transferred to PIC BE: N/A Messaging Toolkit: N/A Summary: The customer requested cancellation of a recent Virgin Media WiFi order. The agent verified the customer's identity by confirming their name and conducting a security check. The agent confirmed the customer's contact information was still accurate. The customer was subsequently transferred to a specialist team to proceed with the cancellation.

RETENTIONS MESSAGING

CID: 44161991-3c54-45c4-bcef-c43f178db822 Account number: 897469006 Identity of the chatter: AH Name of the chatter: Phoebe DPA STATUS: Passed DPA TIME STAMP: 05-08-26 08:50:57 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM : N/A WO: N/A QUERY : CX cancel RESOLUTION: cx will be moving address on 12th of September// transferred to MOVERS// NFAT BE: N/A Messaging Toolkit: N/A Summary: The agent confirmed the customer's moving date of 12 September, which the customer verified. The agent transferred the customer to another team for further assistance and notified the customer that the chat may be recorded and monitored for quality and training purposes.

RETENTIONS MESSAGING

CID: d1f12a0e-ed46-46fe-8471-b99fbfbf5548 Account number: 521325302 Identity of the chatter: AH Name of the chatter: Britt DPA STATUS: Passed DPA TIME STAMP: 05-08-26 08:57:48 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM : N/A WO: N/A QUERY : CX cancel RESOLUTION: cx went unresponsive intro// NFAT// Leave acc as it is BE: N/A Messaging Toolkit: N/A

ISSUE: CITRIX ISSUE// crashed and unable to open

Summary: The customer initiated contact to cancel their service, citing concerns about an upcoming price increase and the cost relative to the package value. The agent greeted the customer and requested identity verification through full name confirmation. The customer did not respond to this request. After multiple reconnection attempts by the agent, the chat ended due to customer inactivity. The agent invited the customer to rejoin at a later time for further assistance.

RETENTIONS MESSAGING

CID: 392c147a-2b25-4d23-9643-f9c4b76491e3 Account number: 137079101 Identity of the chatter: AH Name of the chatter: Michelle DPA STATUS: Passed DPA TIME STAMP: 05-08-26 09:40:19 Contact number update status: Verified Email address status: Verified CJM : N/A WO: N/A QUERY : CX cancel RESOLUTION: went unresponsive// NFAT// LEAVE ACC AS IT IS BE: N/A Messaging Toolkit: N/A Summary: The customer requested contract cancellation effective 24th August due to affordability concerns with the new package. The agent offered to review alternative packages and gathered details about the customer's viewing preferences (mix of live and streaming content, sports and children's channels) and household internet usage (four phones and three tablets). The customer confirmed using a mobile network service with a boosted data plan. The agent provided guidance on checking the mobile tariff details through the online account portal and remained available for further assistance. The conversation ended without resolution due to customer inactivity.

RETENTIONS MESSAGING

CID: e5f0210e-59cd-4ab8-bdb0-4420576f7344 Account number: 558417301 Identity of the chatter: AH Name of the chatter: Haydn DPA STATUS: Passed DPA TIME STAMP: 05-08-26 09:58:54 Contact number update status: Verified Email address status: Verified CJM : N/A WO: N/A QUERY : CX too expensive RESOLUTION: offered £36.00 per month on a 24‑month contract Entertainment Triples// cx went unresponsive// deferred offer// NFAT// BE: N/A Messaging Toolkit: Used Summary: The agent reviewed the customer's account and presented three service package options. The customer requested a plan below £40 per month and specified their household watches live and recorded programmes on approximately 4 devices, with no requirement for games, streaming services, sports packages, film packages, telephone services, or mobile services. The agent offered Option 1 (£54.00 monthly), Option 2 (£64.00 monthly with upgraded speeds and O2 SIM), and Option 3 (£36.00 monthly with complimentary Netflix Standard with advertisements). The customer requested additional options and indicated they needed to leave for an appointment. The agent attempted to reconnect but received no further response, and the chat ended without a confirmed selection.

RETENTIONS MESSAGING

CID: 4c9fde14-a14b-45e0-9c41-50c21a4385ed Account number: 304146502 Identity of the chatter: AH Name of the chatter: Joseph DPA STATUS: Passed DPA TIME STAMP: 05-08-26 10:38:26 Contact number update status: Verified Email address status: Verified CJM : N/A WO: N/A QUERY : CX inquiry RESOLUTION: inquiry about the switch// The cx provided a switching request from BT and under a different name// inf cx that we haven't received an notification// confirm cx if the new provider that they have requested to switch// there is already a disconnection notice on the account// NFAT// cx went unresponsive// BE: N/A Messaging Toolkit: N/A Summary: AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support.

Inquiry about the switching process. The customer went unresponsive.

RETENTIONS MESSAGING

CID: 109e8688-b7d9-4a54-ab5d-058cc31107a8 Account number: 292198403 Identity of the chatter: AH Name of the chatter: Jake DPA STATUS: Passed DPA TIME STAMP: 05-08-26 11:14:57 Contact number update status: Verified Email address status: Verified CJM : N/A WO: N/A QUERY : CX cancel RESOLUTION: cx went unresponsive intro// NFAT // LEAVE ACC AS IT IS BE: N/A Messaging Toolkit: N/A Summary: The customer reported that their account had been cancelled but a next bill was still showing. An agent requested the customer's full name to verify the account but received no response. The chat ended due to inactivity, and the customer was invited to rejoin for further assistance.

RETENTIONS MESSAGING

CID: 5b221693-f222-43d1-8885-86ae4f92b02f Account number: 58283501 Identity of the chatter: AH Name of the chatter: Jonathan DPA STATUS: Passed DPA TIME STAMP: 05-08-26 11:31:03 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM : N/A WO: N/A QUERY : CX cancel RESOLUTION: cx went unresponsive during intro// NFAT// LEAVE ACC AS IT IS// BE: N/A Messaging Toolkit: N/A Summary: The customer requested cancellation of a planned upgrade and indicated they had received a better offer from a competitor. The customer stated they wished to cancel both the upgrade and their existing contract upon expiration. The agent acknowledged the request and requested the customer confirm their full name for verification but did not receive confirmation. The conversation remained incomplete with no explicit resolution or committed next steps.

RETENTIONS MESSAGING

CID: 21642013-26ce-4063-a35c-f32e786ebcd4 Account number: 878555901 Identity of the chatter: AH Name of the chatter: Chris DPA STATUS: Passed DPA TIME STAMP: 05-08-26 11:50:47 Contact number update status: Verified Email address status: Verified CJM : N/A WO: 39603111 QUERY : CX wants broadband only package RESOLUTION: offered £29.00 a month on a 24‑month contract + Flex TV Volt 350// cx agreed// AUTO COMPLETE BE:
Bill Billing Due
Amount Run Date Date
14.51 19/08/26 7/09/26
29.00 17/09/26 5/10/26
Messaging Toolkit: Used

Agent ID: M1430653 Agent Name: JACOB EISEN MALLARI Package Details: BB Solus (v 02.26) Services Included: Volt 350 (250-350) Broadband, Flex Add Ons: WiFi Guarantee|O2 FULL Tracker|WiFi Pod (white) 1 Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 Date the Package takes effect: 06/08/2026 The full price of the bundle: 73.0 Discounted price of Bundle: 29.0 Full price of Bundle after price rise: Any TLDs: RIV: £36 off for 24mA and 24mCTE-End 25/07/2028 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: Flex

ICOMS Codes:
35 Campaign Add: YR2500651 36 TV Remove: D1TV2 36 TV Add: D1FLEX 36 TV OTC: 37 BB Remove: L151DA3,SPDBS2D 37 BB Add: L161DA2,SEGREDA 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

Summary:

RETENTIONS 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 : CX RESOLUTION: BE: N/A Messaging Toolkit: N/A Summary:

RETENTIONS MESSAGING

AUGUST 5

DISCO 04/09/2026 Activation 10/08/26