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UNFILED
NON-SALE
5-5-5
📞 Phone: 07733 544627 🆔 Address ID: 5229404
SK2 5QZ 🏢 Site ID: 20 🌐 Service Outcome: Normal ⚡ QuickStart Eligible: Yes 📦 Services Available: Broadband + Landline + TV 🛒 Bundle in Basket: 6000 🧭 Journey: NEWACQUISITIONS_CHECKOUT
a7609db1-4821-430b-ad3c-b8239a250178
44.50 22/05/26 8/06/26
Acct Nbr 5229404-03 MISS SOPHIE DAVIDSON 17 OFFERTON DRIVE STOCKPORT SK2 5QZ
===========
UNFILED
SALE
👤 Name: Elizabeth 📍 Postcode: SS14 2AH 🏠 Door Number: 15 ⚡ QuickStart Eligible: Yes (Self‑Install ✅) 🛒 Bundle in Basket: 4860 ❓ Wants:
RS1001606789
No‑contract deal Setup timeframe
contactid: e79e73f8-1da2-4ede-b70f-6affe204c7eb
=====================
unfiled
👤 Name: Ellie 📞 Phone Number: 07525 866638 📍 Postcode: SE27 0LG 🏠 Door Number: 122 🆔 Address ID: 6940697 🏢 Site ID: 21 🌐 Service Outcome: Normal ⚡ QuickStart Eligible: Yes (Self‑Install) 📦 Services Available: Broadband + Landline + TV 💻 Usage: Streaming 📱 Existing O2: No 🛒 Bundle in Basket: 1009
contactid: b1a33f33-51f0-479e-8e4c-d20bc7d00cef
============================
FILED
👤 Name: Steven 📞 Mobile: 07507 690203 📍 Postcode: DE55 4LF 🏠 Door Number: 33 🆔 Address ID: 9974595 🏢 Site ID: 30 🌐 Service Outcome: XGSPON (Full Fibre) ⚡ QuickStart Eligible: No (Engineer Required 👷)
addf09d6-30f4-4f28-a70c-62f26aca0b2a
==========================
unfiled
contactid: 0abed8d4-e93e-42c4-954c-bda1b61fab93
👤 Name: Meng 📞 Mobile: 07888 007004 🏠 New Address: Lynwood, Ashmere Ave, Beckenham, BR3 6PQ 🆔 Address ID: 4068571 🏢 Site ID: 20 🌐 Service Outcome: Normal ⚡ QuickStart Eligible: Yes (Self‑Install ✅) 📦 Services Available: Broadband + Landline + TV 🛒 Bundle in Basket: 4302 📄 FAQ Asked: Early Disconnection Fee 🧭 Journey: NEWACQUISITIONS_CHECKOUT
==========================
👤 Name: Len 📞 Phone: Skip 🆔 Address ID: 508543 🏢 Site ID: 4 🌐 Service Outcome: Normal ⚡ QuickStart Eligible: Yes (Self‑Install ✅) 📦 Services Available: Broadband + Landline + TV 🛒 Bundle in Basket: 6225 🧭 Journey: NEW ACQUISITIONS 📡 Current Provider: Sky
House no 42 and post code is dy8 3by 📺 Current Services with Sky:
Broadband TV Landline
contactid: 2ad7a152-6a39-4118-8bf7-a3c9bc64b45e
🎯 Intent: Wants to switch to Virgin for cost savings
==============================================================================
Liam
13
NE8 3PL
contactid: 431bf1d3-8b6e-4814-83a5-86a1a74b25c8
acc nbr 1216722-07
mr liam foster
13 nile court
==============================================================================
SALE
👤 Name: Teresa 📞 Phone: ❌ Not provided (typed query instead) 📍 Postcode: CV32 7JB 🏠 Door Number: 9 🆔 Address ID: 8500959 🏢 Site ID: 31 🌐 Service Outcome: Normal ⚡ QuickStart Eligible: Yes ✅ (Self‑Install) 📦 Services Available: Broadband + Landline + TV 🛒 Bundle in Basket: 1003 🧭 Journey: NEWACQUISITIONS_CHECKOUT ❓ Customer Query:
Cost of International Calls Does the £17.99 package include a landline?
d67b327f-0ad3-450a-9d8e-dc3585560cfb
RS1001609988
===================================
👤 Name: Julie 📞 Phone: Skip 🆔 Address ID: 4581175 🏢 Site ID: 20 🌐 Service Outcome: Normal ⚡ QuickStart Eligible: Yes ✅ (Self‑Install) 📦 Services Available: Broadband + Landline + TV 🛒 Bundle in Basket: 95501 🧭 Journey: NEWACQUISITIONS_CHECKOUT ❓ Customer Query:
Wants to know if a 24‑month contract can be transferred They are moving house soon within the same area
cnotactid: 16611f3a-7423-49b8-9851-596a0b194db6
acct number 4581175-01
88 A KIMBERLEY ROAD BOURNEMOUTH BH6 5BZ
===================================
nonsale
👤 Name: Erdem 📞 Phone: Skip 🆔 Address ID: 5914057 🏢 Site ID: 20 🌐 Service Outcome: Normal ⚡ QuickStart Eligible: Yes ✅ (Self‑Install) 📦 Services Available: Broadband + Landline + TV 🛒 Bundle in Basket: 4305 🧭 Journey: NEWACQUISITIONS_CHECKOUT 📡 Current Provider: YouFibre (Brsk) 📄 Contract Status: In‑contract 🎯 Intent: Wants to switch provider
WA15 6RU No 4
==============
👤 Name: Walter 📞 Mobile: 07484 175449 📍 Postcode: PE14 0AU 🏠 Door Number: 186 🆔 Address ID: 9472925 🏢 Site ID: 22 🌐 Service Outcome: XGSPON (Full Fibre Area) ⚡ QuickStart Eligible: ❌ No → Engineer Install Required 📦 Services Available: Full Fibre Broadband 🧭 Journey: NEWACQUISITIONS_PROSPECTS 📡 Current Provider: Plusnet 📄 Contract Status: In‑contract ⏳ Time Remaining: 3 months 💷 Current Monthly Bill: £48.93 ❓ Customer Query:
Will Virgin cancel Plusnet for him? Or does he need to cancel manually?
539f8c25-11d7-4e97-bfde-5bd1f4763a8a
RS1001610181
=======================
👤 Name: Jade Dolby 📞 Phone: Skip 🆔 Address ID: 8371840 🏢 Site ID: 22 🌐 Service Outcome: Normal ⚡ QuickStart Eligible: Yes ✅ (Self‑Install) 📦 Services Available: Broadband + Landline + TV 🧭 Journey: NEW ACQUISITION 📦 Needs: Broadband + Phone + TV 📺 TV Interest: Sports 💻 Usage: Streaming + Gaming 📱 Existing O2: ❌ Not provided 🛒 Bundle in Basket: ❌ None selected yet
28d1ffad-2396-410a-9878-6d2095bbb7fb
Wd6 5es 29
================
TRANSFER
👤 Name: Daniel Harris 📞 Phone: ❌ Not provided 📍 Postcode: BN3 3WD 🏠 Address: Flat 3, 61 Sackville Road 🧭 Journey: MOVINGHOME_HOMEMOVE 📦 Has Placed Order: ✅ Yes 🆔 Order ID: RS1001606766 🎯 Customer Status:
Moved into new property Tried to set up broadband Previous tenant’s VM account still active Order cannot proceed Told it may take 2 weeks Currently has NO broadband
===============
👤 Name: James 📞 Phone: Skip 📍 Postcode: BN15 8EG 🏠 Door Number: 81 🏢 Address: 2 The Briars, 81 Kings Road, Lancing 🆔 Address ID: 4820167 🏢 Site ID: 20 🌐 Service Outcome: Normal ⚡ QuickStart Eligible: Yes ✅ (Self‑Install) 📦 Services Available: Broadband + Landline + TV 🧭 Journey: NEWACQUISITIONS_CHECKOUT 📦 Chosen Package: ✅ M500 ❓ Customer Query:
Concern about Pre‑Contract Document April 2027 price rise April 2028 showing triple price Wants to confirm:
Is this the rolling price after contract ends? Will I pay this if I renew?
45b994d6-475e-4df6-a074-4cc7158205cc
==========
👤 Name: Muhammad 📞 Phone: ❌ Not provided 🧭 Journey: NEW ACQUISITION (Looking to join) 📡 Current Status: Not a Virgin Media customer 🎯 Intent:
Was previously contacted by VM Web Team Offered a Broadband deal Call got disconnected twice Never received a follow‑up call Now wants help continuing the process
5566ee0b-ab1a-486e-a383-290f766bc797
BD7 1QF 47
07402965251
================
manakshaw
contactid: fd36082d-741b-42ff-bd0e-dbd1104bae0e
Eh52 6fz 6 Darnley
Gig1 Full Fibre
£33.99
phone: 07442006063
Account: 2569703-02 MR MANAKSHAW VEERAPANDIAN 6 DARNLEY DRIVE
RS1001613346
===================
Mehmet
contactid: 57f6c328-1de3-4980-bd8e-e6f4eeb04000
phone: 07414678158
bn13 2LQ 9
M250 Fibre Broadband £25.99
=====
George
ME16 8DS 78
6084627
contactid: 9f32f9b7-6cb9-48aa-8a5b-a818a6efbd69
RS1001620324
======================================
👤 Name: Ben 📞 Phone: Skip 📍 Postcode: ❌ NOT PROVIDED 🏠 Door Number: ❌ NOT PROVIDED 🆔 Address ID: 8270479 🏢 Site ID: 31 🌐 Service Outcome: ✅ Normal (HFC Area) ⚡ QuickStart Eligible: ❌ No → Engineer Install Required 📦 Services Available: Broadband + Landline + TV 🧭 Journey: ✅ NEWACQUISITIONS_PRODUCTSSERVICES 🎯 Needs:
Broadband ✅ Landline ✅💻 Usage: ✅ Streaming 📱 Existing O2: ❌ No 📡 Current Provider: ✅ BT
contactid: c63cbb83-7d34-41ef-8293-10efac6fdab0
CB113DS, 29 WEST Road
gig1 anytimechatter
RS1001619866
=============================================
Sara
👤 Name: Sara 📞 Phone: ❌ Not provided 📍 Postcode: ❌ NOT PROVIDED 🏠 Door Number: ❌ NOT PROVIDED 🆔 Address ID: 1065186 🏢 Site ID: 15 🌐 Service Outcome: ✅ Normal ⚡ QuickStart Eligible: ✅ Yes (Self‑Install) 📦 Services Available: Broadband + Landline + TV 🧭 Journey: ✅ NEWACQUISITIONS_CHECKOUT 🛒 Bundle in Basket: ✅ 6002 🎯 Needs:
✅ Fastest Broadband Only ❌ Does NOT want Netflix
EC1R0LU apartment 40
b8702fda-81d8-4226-ba33-6be1110d6e40
The customer inquired about the Gig1 Fibre Broadband package and requested to remove the Netflix add-on. The agent confirmed the customer could remove Netflix during checkout without a price reduction, as Netflix is included in the bundle rather than charged separately. The agent provided pricing of £33.99/month with a 24-month contract and no setup fee, with annual increases of £4 every April. The package includes 1130 Mbps download speeds, 104 Mbps upload speeds, WiFi Guarantee, Virgin Media Hub, and self-install availability. The agent offered to stay online during checkout but the customer did not respond to subsequent check-ins. The agent closed the conversation and advised the customer to contact support between 8AM-10PM for further assistance.
=================
Nabila
👤 Name: Nabila 📞 Phone: ❌ Not provided 📍 Postcode: ❌ Not provided 🏠 Door Number: ❌ Not provided 🧭 Intent:
✅ Has already placed an order 📩 Receiving messages to complete an online property form ❌ Form is not working ❌ Screen shuts off when answering
The customer placed an order and received messages requesting completion of an online form for property details. The form was not functioning properly—it would shut down after answering a few questions. The agent explained that the Pre-Install Team handles post-order queries and provided their contact information and hours. The customer expressed difficulty with phone communication and requested order cancellation. The agent confirmed cancellation is possible before installation and provided a link to cancel the order online.
a7120213-4da3-4de4-b098-3b145178e76b
===========
de
👤 Name: Derek 📞 Phone: Skip 📍 Postcode: ❌ NOT PROVIDED (New Address) 🏠 Door Number: ❌ NOT PROVIDED 🌐 Service Outcome: ✅ Normal ⚡ QuickStart Eligible: ✅ Yes (Self‑Install) 📦 Services Available: Broadband + Landline + TV 🧭 Journey: ✅ NEWACQUISITIONS_PRODUCTSSERVICES 📡 Current Provider: ❌ NOT PROVIDED
42d2bf0c-73e7-44ae-aa39-13a6d8ff2017
its eh482ub
23-03-26 10:21:30
number 29
The customer inquired about Virgin Media's £250 switching credit eligibility when canceling broadband with their current provider and taking out Virgin Media services at a new address. The agent confirmed eligibility and explained the process: provide a copy of the final bill showing early termination charges after installation, and the credit will be applied to the account. The agent offered the Gig1 Fibre Broadband package at £27.99/month with a 24-month contract, no setup fee, and annual increases of £4 each April, featuring 1130 Mbps download speeds, 104 Mbps upload speeds, WiFi Guarantee, Virgin Media Hub, and 4K streaming support. The customer did not respond to follow-up inquiries, and the agent closed the conversation.
===========
👤 Name: Sharon Coates 📧 Email: Sharonandmark1964@gmail.com 🆔 Account Number: 08270305 📍 Postcode: ✅ NE5 3HR 🏠 Door Number: ❌ NOT PROVIDED 🧭 Account Type: ✅ EXISTING VIRGIN MEDIA CUSTOMER 💷 Receiving Support: ✅ Universal Credit 📦 Product Selected: ✅ Essential Broadband 🎯 Intent: Social Tariff (Essential Broadband)
20
Social tariff broadband
07547309269
15/01 /70
acc nbr: 08270305
The customer requested to renew their Essential Broadband package under the social tariff program. The agent verified the customer's identity through security questions. The agent processed the renewal of the M15 Essential Broadband package at £12.50/month with a 30-day minimum contract term. A work order number was provided and the new package would be activated within a few hours. The agent directed the customer to the Virgin Media website to manage their account and view bills. The customer requested email confirmation of details.
===============
David Corrigan
807622406
38642060
Dn312du
86
arpu 20
===========
👤 Name: Nick 📞 Phone: Skip 📍 Postcode: ❌ NOT PROVIDED 🏠 Door Number: ❌ NOT PROVIDED 🌐 Service Outcome: ✅ Normal ⚡ QuickStart Eligible: ✅ Yes (Self‑Install) 📦 Services Available: Broadband + Landline + TV 🧭 Journey: ✅ NEWACQUISITIONS_CHECKOUT 📡 Current Provider: ✅ Vodafone 🏡 Property Info: Previous tenant had a Virgin Media socket
contactid: e7ad3931-845b-48ea-9ca0-20aabdf98a96
NW62QN - 326 B Kilburn High Road
The customer inquired about switching to Virgin Media broadband service. The agent confirmed eligibility for self-install QuickStart service at the customer's address with no engineer visit required and explained Virgin Media offers up to £250 switching credit for early termination fees from the previous supplier. The M500 Fibre Broadband package was recommended at £25.99/month on a 24-month contract with no setup fee, offering 516 Mbps download speeds. The agent clarified services go live within 3-4 working days after equipment delivery and that activation dates can be scheduled weeks in advance. The customer was informed that while standard contracts are 24 months, international relocation allows cancellation without penalties upon proof of new address. The customer was directed to the Virgin Media website to review available activation dates without committing to purchase.
========================
EBB existing
account nbr: 625571609
Acct Nbr 6255716-09 MISS DONNA LIPSCOMBE 25 LONGLEY ROAD ROCHESTER ME1 2HA
77523617
3585960a-f55b-4044-b99b-b198ca36d761
===========
EBB Existing
Suffia
520183501
Acct Nbr 5201835-01 MS SUFFIA RIAZ 4 MOLINEUX STREET DERBY DE23 8HE 68928574
contactid: c2defa97-fe80-4d2c-a6b0-64119fb3b559
====================
AQUI
👤 Name: Zenam 📞 Mobile: 07490000681 📍 Postcode: ✅ B7 4NF 🏠 Door Number: ✅ 46 🏡 Address: ✅ 46 Heneage Street, Birmingham, B7 4NF 🌐 Service Outcome: ✅ Normal ⚡ QuickStart Eligible: ✅ Yes (Self‑Install) 🧭 Journey: ✅ NEWACQUISITIONS_CHECKOUT 📦 Intent:
Wants broadband for 1st May 2026 Currently living at old address Asking:
Can router be delivered to old address but installed at new address on move‑in date?
CID: 98e65e94-b05c-468b-835b-39acdadf16c5
======================================
NEW AQUI
Jo
PE1 4SB
69
CID: 7d54b02a
addressid: 8845020
RS1001624049
==============
NEW AQUI
👤 Name: Paula 📞 Phone: Skip 📍 Postcode: ✅ BT20 3QG 🏠 Door Number: ✅ 13 🌐 Service Outcome: ✅ Normal ⚡ QuickStart Eligible: ❌ No → Engineer Install Required 🧭 Journey: ✅ NEWACQUISITIONS_CHECKOUT 🛒 Bundle in Basket: ✅ 6142 🎯 Customer Intent:
Said: “Previous conversation this morning” Has returned after earlier interaction Already has bundle in basket
CID: 6708e629-49f9-4818-94c5-93e966d0e4a3
========================
EBB Existing
Amanda
👤 Name: Amanda Louise Matuseviciene 🆔 Account Number: ✅ 883681801 📧 Email: ✅ wellsaml@outlook.com 📍 Postcode: ✅ YO31 0UH 🏠 Door Number: ❌ NOT PROVIDED 💷 Support: ✅ Universal Credit 📦 Product Selected: ✅ Essential Broadband Plus with Flex 🧭 Intent:
Confirm eligibility for support Move onto Social Tariff
CID: 7f0ce11b-2a67-4812-ac9f-1b395de47c8b
W/O: 38946926
Acct Nbr 8836818-01 MRS AMANDA MATUSEVICIEN 38 FOURTH AVENUE YORK YO31 0UH
===========================================
Retentions
• Customer Name: Felemea Carter • Account Holder: Yes • Postcode: N8 8TE • Door/House Number: 1
• RS Order ID: RS1001567718 • Contract Summary Sheet: 100424084380 • Order Date: 05 March 2026
• Customer Type: New Acquisition (New Customer) • VM Account Status: Not created (order cancelled before activation) • Intent: Wants the cancelled order reinstated / rebuilt
• Current Provider: Not provided (MISSING) • Switching: Unknown (MISSING) • Nexus Eligibility: Yes, but only if provider is supplied
• Bot L1 Intent: Retentions (Incorrect routing) • Correct Department: Sales – New Customer – Cancelled Order / Reinstatement • Current Journey Stage: Pre‑Order → Needs package rebuilt or reinstated • Online Account: Unable to link due to cancellation
• Required Missing Info: - Current broadband provider - Whether they want the exact same package or want to see updated deals
CID: 9a6c5220-a869-4acd-b3e8-bbc65aa9b394
remarks: The customer requested assistance with placing a broadband order for a new property. The agent provided a link to complete the order online and requested the customer's full name and Order ID to confirm. The customer indicated they were temporarily unavailable to complete the order. The agent made multiple check-ins but did not receive the required Order ID or customer name. The agent closed the conversation due to business needs and advised the customer to contact support between 8AM to 10PM for further assistance.
=================================================
• Customer Name: Sophie • Customer Type: New Acquisition
• Postcode: MISSING • Door Number: MISSING
• AddressId: 7719493 • SiteId: 20 • Network Type: XGSPON • QuickStart Eligible: False
• Journey: NEWACQUISITIONS_CHECKOUT • Bundle in Basket: 4312
• Intended Package: M125 • Original Seen Price: £17.99/month • Current Price Seen: £23.99/month • Existing O2: UNKNOWN • Switching Provider: UNKNOWN
CID: d882ecb3-2cdd-4c34-b235-6088948f18a9
45, BN16 3RA. Currently with EE broadband (and phone)
RS1001625010
Account: 7719493-01 MRS SOPHIE DEVOY 45 ANGMERING WAY
WO: 68931603
=====================================================================
Existing Broadband
• Customer Name: Murray Neal
• Postcode: LE12 7JJ • Door Number: 23
• Account Number: 928417204 • Email: muzz47@aol.com
• Customer Type: Existing VM Customer • Product Selected: Essential Broadband
• Benefit Status: Pension Credit • DWP Consent: Provided
• Issue: Previously paying £12.50 Essential Broadband, Contract expired, Price now £23/month Wants previous social tariff pricing reinstated
CID: 1f5f753b-a8c9-43de-a2b8-bb2f2240e789
Acct Nbr 9284172-04 MR MURRAY NEAL 23 ELM CLOSE MOUNTSORREL LOUGHBOROUGH LE12 7JJ
38649773
================================================================
NEW AQUI 3/25/2026
John
• Customer Name: John • Contact Number: 07749251778
• Postcode: WF2 0NAwo
• Door Number: 7
• Address: 7 Woodside Drive, Wakefield, WF2 0NA
• AddressId: 440525 • SiteId: 14 • Service Outcome: Normal
• QuickStart Eligible: TRUE ✅ • Services Available: Broadband + Landline + TV
• Journey: NEWACQUISITIONS_PROSPECTS
• Bundle in Basket: NONE • Existing O2: UNKNOWN • Switching Provider: UNKNOWN
CID: 4ed9fd7c-82ba-4b0a-a69f-f67dcb4d18c8
The customer inquired about switching to Virgin Media broadband, TV, and phone services. The customer asked about engineer installation options and availability. The agent confirmed the customer was switching from their current provider and explained that engineer installation dates would be available during checkout. The customer decided to review the package details with a family member before proceeding. The agent invited the customer to return when ready to continue with the order and secure an installation date.
============================================
NEW AQUI 3/25/2026
• Customer Name: Faiz • Contact Number: 07459171810
• Postcode: CF10 5AX • Door Number: 145 • Address: 145 Judkin Court, Cardiff, CF10 5AX
• AddressId: 4366877 • SiteId: 25 • Service Outcome Type: Normal
• QuickStart Eligible: TRUE • Services Available: Broadband + Landline + TV
• Customer Type: New Acquisition • Journey: NEWACQUISITIONS_CHECKOUT
• Switching From: EE Broadband • Existing O2 SIM: UNKNOWN
• Bundle in Basket: 4304 • Intent: Wants a special offer when switching
CID: 623dd79a-79a5-4e60-87dd-ea632cd8e4e1
Account: 4338425-08 MR FAIZ ALANIZI 153 LANDMARK PLACE
The customer initiated contact expressing interest in broadband services and indicated a desire to switch from another provider. The customer provided their address details for service availability checking. An agent acknowledged the inquiry and requested confirmation regarding existing service status to determine eligibility for additional benefits. The agent made multiple follow-up attempts to check on checkout progress but received no response from the customer. The agent subsequently closed the conversation due to business needs and advised the customer to reach out during specified business hours if further assistance is needed.
======================================================
NEW AQUI 3/25/2026
• Customer Name: Joanne McMullen • Contact Number: 07377609065
• Postcode: Sk165af • Door Number: 97
• AddressId: 6137924 • SiteId: 20 • Service Outcome Type: Normal
• QuickStart Eligible: TRUE • Services Available: Broadband + Landline + TV
• Customer Type: New Acquisition
• Current Scenario: Existing Virgin Media account at property (Son’s account)
• Existing VM Service End Date: 04 April 2026
• Wants: Broadband
- SIM Plan
• Existing O2 SIM: UNKNOWN
• Journey: NEWACQUISITIONS_CHECKOUT • Bundle in Basket: 6020
CID: 232aa35b-3109-4276-9a13-1578edf261cc
Sk165af door number 97 no 02 sim
Volt M250 Fibre Broadband
===============
NEW AQUI 3/25/2026
• Customer Name: Thomas
• Postcode: DH5 9AP • Door Number: 10 • Address: 10 Jane Street, Houghton Le Spring, DH5 9AP
• AddressId: 9175691 • SiteId: 22 • Service Outcome Type: Normal
• QuickStart Eligible: FALSE • Engineer Install Required ✅ • Services Available: Broadband + Landline + TV
• Customer Type: New Acquisition
• Switching From: Vodafone Broadband • Locked in Contract: YES • Wants Buy‑Out / Pay Off Offer
• Existing O2 SIM: UNKNOWN
• Journey: NEWACQUISITIONS_PRODUCTSSERVICES • Bundle in Basket: NONE
CID: 1b82972a-63c6-4fa8-a8e8-1649951a881e
================
EBB EXISTING 3/25/2026
Jeffrey
post code WN5 9LR 98
CID: dec7e66e
acc nbr: 194813-04
WO: 50870081
Acct Nbr 194813-04 MR JEFFREY GALLAGHER 98 NORLEY HALL AVENUE WIGAN WN5 9LR
=============================================
EBB NEW 3/25/2026
Paul
NG2 7LF 2
24051c54-f85f-44e9-a59f-59572795a735
Mr Paul Cragg
07858019469
FrameWork01!
16th February 1974
Install ASAP afternoon if possible
Unemployed
Flat 2, 1 Rushworth avenue, NG2 7LF since October 2025
30 Hayes Road, Keyworth, NG12 5LJ from 2004 to October 2025
Housing association tenant
Sort Code: 05-06-22
Account number: 50248342
Virgin Money
Framework26
30 Hayes Road, NG12 5LJ
==========================================
EXISTING EBB 3/25/2026
Karen regler
CID: 32620939-310c-425b-a3ed-3f8ee4210b28
NG22 9RB 31
01623 863540
======================================================
AQUI 3/25/2026
Arunkumar
CID: fed64c39-1f09-449f-8022-21277a3c3a3c
ST4 5DZ 28
RS1001628872
Account: 5981976-02 MR ARUNKUMAR PURUSHOTHAMAN 28 MELIDEN WAY
=======================================================
NEW AQUI 3/26/2026
Customer Name: Paul Contact Number: 07702563728 Intent: Looking to join Virgin Media Query: Friend Referral – Broadband Only Package Customer Type: ✅ NEW ACQUISITION (New Customer) Journey: ✅ NEWACQUISITIONS_CHECKOUT AddressId: 4542026 SiteId: 25 Serv Outcome Type: ✅ XGSPON (Full Fibre available) QuickStart Eligibility: ❌ false (Engineer likely required) Services Available: Not populated Existing O2: ❌ Not answered Current Provider: ❌ Not answered (CRITICAL if switching – for Nexus & OTS Credit) TV Required: Not indicated (BB only stated) Usage: Not provided Bundle in Basket: ✅ 4315 (Customer already browsing / package in basket) Postcode: ❌ MISSING Door Number / Unit: ❌ MISSING
CID: 766139bd-c3f9-4639-9a9a-44b6b5377839
8 Aqueduct close Caerleon NP18 3PD
NP18 3PD 2
RS1001631128
========================================================
EXISTING EBB 3/26/2026
Michael
ACC NBR: 24454202
CID: 77d135e1-2b1a-44ce-981c-850e28b1d3e9
email: hammond50@hotmail.com
Customer Name: Michael Hammond DOB: 06/04/1950 Email: hammond50@hotmail.com Account Number: ✅ 24454202 Current Status: ✅ Existing Virgin Media Customer Product Selected: ✅ Essential Broadband Plus Customer Intent: ✅ Renew Essential Broadband Plan Receiving Financial Support: ✅ Yes Benefit Type: ✅ Pension Credit Consent Given for DWP Check: ✅ Yes Account Holder: ✅ Confirmed Postcode: ✅ RM15 6QR Door Number: ❌ MISSING Journey Type: ✅ Essential Broadband Renewal Department Required: ⚠️ SOCIAL TARIFF / EBB TEAM – NOT SALES
rm156qr no.27
07944907962
===========
NEW AQUI 3/26/2026
Dennis
Customer Name: Dennis Phone Number: ❌ Skipped Intent: ✅ Looking to Join Virgin Media Concern Raised: ✅ Wants to discuss cancellation from current provider Customer Type: ✅ NEW ACQUISITION (New Customer) Journey: ✅ NEWACQUISITIONS_CHECKOUT AddressId: 7296668 SiteId: 31 Serv Outcome Type: ✅ Normal QuickStart Eligible: ✅ TRUE (Self‑Install Available) Services Available: ✅ Broadband + Landline + TV TV Preference: ❌ Not stated Usage: ❌ Not stated Existing O2?: ❌ Not answered Current Provider: ❌ Not stated (CRITICAL for Nexus & OTS) Postcode: ❌ MISSING Door Number / Unit: ❌ MISSING Bundle in Basket: ✅ 4305 Stage: ✅ Browsing / Pre‑Checkout
CID: ac90635b-ce5a-4ade-998f-fa5b3b5d7a79
Door number is 13 and postcode is OX3 9NG
The customer inquired about switching broadband providers and discussed cancellation from their current provider. The agent offered Gig1 Fibre Broadband at £31.99/month with 24-month contract, no setup fee, and annual increases of £4. The One Touch Switch process was explained to handle automatic cancellation. The customer's early disconnection fee concern was addressed with information about claiming up to £250 credit after service activation by submitting their final bill within 60 days. The customer was informed TV could be added later. The agent provided checkout instructions and requested an Order Reference to confirm completion. The conversation ended without order confirmation.
Account: 7296668-09 MR DENNIS MCCANN 13 WILCOTE ROAD
RS1001631343
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EXISTING EBB 3/26/2026
Customer Name: Amanda Jane Souter First Name: Amanda Surname: Souter Full Name: Amanda Jane Souter Customer Type: ✅ Existing Virgin Media Customer Essential Broadband Status: ❌ Not confirmed as already on Essential Broadband Intent: Wants to move onto Essential Broadband social tariff Financial Support: ✅ Yes Benefit Type: ✅ Universal Credit DOB: 6th of August 1964 Postcode: ✅ BN15 0DS Door / Unit Number: ❌ MISSING Account Number: ✅ 526919904 Account Holder: ✅ Yes Email given by customer: ✅ mandysouter00@gmail.com Email shown in bot summary: ❌ Blank Direct Debit date given by customer: ✅ 26 Last Bill Value: ✅ £34.99 Automated DWP Check: ❌ Did not complete successfully Manual Account Verification: ✅ Completed through bot Product Selected: ❌ Blank Transfer Summary: “I would like to go on the essential broadband social tariff, please” Switching Provider: ❌ None mentioned Nexus Eligible: ❌ No Checkout Journey: ❌ No ARPU Stage: ❌ No O2 Upsell Stage: ❌ No Correct Department: ✅ Existing Customer / Essential Broadband / Social Tariff handling
07999436182
ACC NBR: 526919904
CID: 9eac1519-6eea-4e16-a756-94428422b788
7560
34.99
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EXISTING EBB 3/26/2026
👤 Customer Name: Christine Hamilton 📝 First Name: Christine 📝 Surname: Hamilton 📝 Full Name: Christine Hamilton
📌 Customer Type: Existing Virgin Media Customer 🎯 Reason for Contact: Asking if she may be entitled to a lower package as she is on state pension 💬 Transfer to Agent Summary: Just wondering would I be entitled to a lower package as im on state pension
💷 Receiving Financial Support: Yes 📋 Benefit Type Selected: Other ⚠️ State Pension Mentioned by Customer: Yes ✅ Existing Virgin Media Account: Yes
🎂 Date of Birth (first attempt): 09january1960 🎂 Date of Birth (second attempt): 19600109 ⚠️ DOB Recognition Result: First format not recognised
🏠 Postcode: BT48 9SN 🚪 Door Number / Unit Number: 11
🔢 Account Number: Unsure ✅ Account Holder: Yes 📧 Email Address: No email 💵 Last Bill Value: Not sure
🔐 My Virgin Media Sign-In Status: Registered but unable to sign in 🔒 Auth Status in Bot Summary: False
🧭 L1 Intent: ESSENTIALBROADBAND 🧭 L2 Intent: ESSENTIALBROADBAND_ESSENTIALBROADBAND 🧭 L3 Intent: SignupforEBB
📦 Product Selected: Not provided 📱 Phone Number: Not provided 🏦 Direct Debit Date: Not provided 🏦 Bank Details: Not provided
🛜 Existing Essential Broadband Customer: Not confirmed 🆕 New Acquisition: No 🔄 Switching from Another Provider: No information provided 📞 One Touch Switch Needed: No 💳 Contract Buy-Out / Switching Credit: No 📲 O2 / Volt Relevant: No 📈 ARPU / Upsell Stage: No 🛒 Checkout Journey: No
✅ Correct Journey: Existing Customer / Essential Broadband / Social Tariff enquiry ⚠️ Current Stage: Agent review / needs manual verification and eligibility handling ❗ Main Gaps: Account number unknown, no email, last bill unknown, auth status false
CID: 85d327ff-50c4-43e8-9561-cf9b1f491d93
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NEW AQUI 3/26/2026
• Customer Name: Edward Griffiths
• Order Reference: RS1001606967
• Email Provided: Edward_Griff@hotmail.com
• Postcode: EH49 7AD
• Security Cleared: Memorable word characters: 2nd, 5th, 7th = lsn (Customer also phonetic confirmed)
• Installation Status: Engineer visit scheduled 26 March 2026 Time window: 8:00 AM – 1:00 PM ETA advised around ~12:45 PM
• Installation Outcome: Engineer attended No pre‑existing VM connection present
• Installation Blocker: Property is Listed Building Walls and structural elements cannot be pierced External drilling / wall penetration not permitted Window routing not permitted (water-tightness risk)
• Customer Requested: Pre‑Installation Survey on 25 March 2026 ✅
• Virgin Media Action: Cancelled requested pre‑installation survey Advised HQ confirmed pre‑existing connection exists ❌
• Engineer Visit Findings: No Virgin Media connection present New cabling required Requires drilling through wall or window Not permitted due to listed building legal status
• Customer Complaint: VM cancelled pre‑install survey unilaterally Provided incorrect information re: Existing flat connectivity
• Customer Request: Immediate contract termination
• Customer Follow‑up Request: Written confirmation of cancellation Requested to be sent by: EOB (26 March 2026)
• Preferred confirmation email: Edward_Griff@hotmail.com
CID: 388d3cb2-dfa1-404f-b3b4-89789dc6e939
RS1001606967
The customer requested cancellation of a broadband order due to a failed pre-installation survey. The customer had specifically requested a survey for a listed property where wall piercing is not permitted. The provider cancelled the survey based on an assumption of an existing connection. When installation occurred, no connection was found, making the installation impossible. The agent escalated the cancellation request as urgent to the Pre-Install Team for same-day processing. Cancellation confirmation will be sent via email. The agent provided contact information for the Customer Relations Team for formal escalation.
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existing ebb 3/26/2026
Here is the Full BOT Extracted Information ✅ (For JASHUBEN RAM – Social Tariff Journey)
📋 Customer Information
- 👤 First Name: Jashuben
- 👤 Surname: Ram
- 🆕 Customer Type: New Acquisition (Not existing VM account)
🏠 Address Details
- 📮 Postcode: ❌ Not Provided
- 🚪 Door / Unit Number: ❌ Not Provided
- 📧 Email Address: ❌ Not Provided
🧾 Benefit Information
- 💬 Customer confirmed: Receiving financial support
- 📑 Benefit Selected: Other
- ✅ DWP Consent Provided
- ❌ DWP Eligibility Check: Failed (Customer is NOT receiving UC / Pension Credit / Income Support / Income‑based JSA / Income‑based ESA)
🛒 Product / Basket
- 📦 Product in Basket: ❌ None
- 🏷️ Product Selected: ❌ None
🧭 Journey Details
- 🔁 Journey Type: Essential Broadband (Social Tariff) Inquiry
- 📡 Serv Outcome Type: ❌ Not Provided
- ⚡ QuickStart Eligible: ❌ Unknown
- 🧰 Services Available: ❌ Not Displayed
📝 Transfer to Agent Summary
- 🗨️ Query: Social Tariff
📊 Current Eligibility Status
- ❌ Not Eligible for Essential Broadband
- ✅ Can be assisted with Standard Broadband Offer
Let me know when you need the Standard Broadband Probing Spiel 👍
The customer inquired about Essential Broadband (Social Tariff) eligibility. The customer confirmed receiving Attendance Allowance and having a household member registered as disabled. The agent explained that Attendance Allowance alone does not qualify for the social tariff; qualifying benefits are Universal Credit, Pension Credit, Income Support, Income-based JSA, or Income-based ESA. The customer confirmed not receiving any qualifying benefits. The agent determined the customer is ineligible for Essential Broadband but offered to check standard broadband deals. The customer did not respond to further assistance offers, and the agent closed the conversation.
CID: 388d3cb2-dfa1-404f-b3b4-89789dc6e939
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NON-SALE NEW AQUI 3/27/2026
Marichelle
👤 Customer Name: Marichelle 📞 Contact Number: 07578007682
📍 Postcode: MISSING 🏠 Door Number: MISSING
🆔 AddressId: 5377796 🆔 SiteId: 20 📡 Serv Outcome Type: Normal
⚡ QuickStart Eligible: FALSE 🛠️ Engineer Install Required ✅ 📺 Services Available: Broadband + Landline + TV
🆕 Customer Type: New Acquisition
📦 Journey: NEWACQUISITIONS_CHECKOUT 🛒 Bundle in Basket: 4304
🎯 Intent: Install broadband ASAP (Next Week) 📱 Existing O2 SIM: UNKNOWN 🔁 Switching Provider: UNKNOWN
CID: 026c7ca6-7f0b-4bf4-9afd-09b17381139e
85 Catalina drive BH15 1TQ 85
Phone Number:07578007682
The customer requested broadband installation for a rental property with the earliest available engineer appointment. The agent recommended the M125 Fibre Broadband package (£23.99/month, 24-month contract, no setup fee, annual increases of £4). The agent confirmed an engineer visit was required and a self-install kit was unsuitable. The agent directed the customer to complete the order online and return with an Order ID for confirmation. The conversation ended without order completion.
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NON-SALE NEW AQUI 3/27/2026
👤 Customer Name: Shinji 📞 Contact Number: skip
📮 Postcode: W3 0LR 🚪 Door Number: ❌ MISSING
🆔 AddressId: ❌ MISSING 🆔 SiteId: ❌ MISSING 📡 Serv Outcome Type: ❌ MISSING
⚡ QuickStart Eligible: ❌ UNKNOWN 📺 Services Available: ❌ UNKNOWN
📦 Journey: NEWACQUISITIONS_PRODUCTSSERVICES 🛒 Bundle in Basket: 1015
🎯 Intent (Earlier): About to Order ⚠ Current Intent: No Longer Interested
📱 Existing O2 SIM: UNKNOWN 🔁 Switching Provider: UNKNOWN
CID: 76033e48-ca28-4f54-9441-6c90565b7540
its 75 Princes Gardens, London W3 0LR
The customer inquired about broadband services but withdrew their interest after learning their landlord would not permit installation. The agent verified that no order had been completed for the property and confirmed that no services would proceed without the customer's consent. The agent clarified that automated emails mentioning an order do not indicate an actual order has been placed. The issue was resolved.
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