Shared note

Tifffany Johns Customer's telephone #: 01278517421 Customer's mobile #: 07544544561 Customer's email address: tiffany.johns@gmail.co.uk

Current Package Bundle: Bigger Combo Bundle TV: Mega TV 3 Broadband: M125 Phone: Weekend Chatter

Issue: The customer is calling in to verify why their bill went up from: £75.00 to £135.00 and upon further review it has been determined that the customer's contract expired last: 18/07/2026. She also stated that she is experiencing intermittent internet connection. The customer would like to cancel as the price is higher than what they originally paid and due to internet issues.

< " Thank you for reaching out to us regarding the increased bill on your account. I understand that you just want to be enlightened regarding to that as it may be confusing why did it increased so much and I appreciate you being on top of your account. Rest assured that I am here to help you out. Again, I'm Ella.

As for your internet connection: proceed to Faults Complaints *Afterwards

Upon reviewing your account. I can see that your contract has already ended last 18th of July this year. Thus, some discount added during your contract had now expired. (If confirm sa question na ongoing yung service kahit expired yung contract) "However I can definitely give you a better deal w/c won't be the same as to how much your paying now. (Proceed to probing)

Question: Kahit expired na yung contract, continue parin yung service?

Customer's Lifestyle: There are 4 in the household (husband, wife (account holder) and 2 kids). The account holder is working from home and has 4-6 devices connected to the internet. The husband loves watching sports during the weekends and they binge on watching movies, documentaries, DIY shows and kids channels.

Offer: Tv - (check mega tv offers on virgin media) -

LL - even though you're not using it I still upgrade it to anytime chatter since we do not offer now a weekend chatter. I suggest you to keep it for better discounts

BB -

James Scott Customer's telephone #: 01278517421 Customer's mobile #: 07544544561 Customer's email address: james.scott@hotmail.co.uk

Current Package Bundle: Big Combo Bundle TV: Mixit TV Broadband: M125 Phone: Weekend Chatter Customer's Bill: £95.00 Contract Start and End Date: 05/07/2024-05/07/2026

Issue: The Customer is calling in because he is offered a better deal by Sky and would like to check available offers on our end first before making any decision. He is considering moving as he finds the price too much for the services that he has and that he is not getting what he wants with his services as well. Also, he mentioned that he recently experienced having intermittent internet connection.

AER: " Thank you so much for reaching out to us first before you decide on accepting other companies offered. I appreciate the chance you're giving us and I understand that you just want to receive an equal amount of services as to the amount you paid and in that regards, I can very much relate. After all, I'm also a consumer who wants to receive the same amount of service as to what I'm also paying. Rest assured, that the chance you're giving us won't be in vain. Again, I'm Ella.

(Proceed to Faults Complaints)

Customer's Lifestyle: Customer is with his wife and 3 kids. The wife is working from home. The family enjoys watching movies and streaming. Occasionally, they play online games through their gaming console. Mr. Scott also watches sports at times.

Add ons: Sky Sports BB: