================================ CID: f104e9d0-46a3-4c5c-9d80-f41a79444b31

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OLD ACCOUNT NUMBER: 415614407

Identity of the chatter: AH

Name of the chatter: Kelly Scott

DPA STATUS: PASSED

DPA TIME STAMP: 10-09-26 09:53:09

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Contact number update status: VERIFIED

Email address status: VERIFIED

CJM : N/A

OLD WO: N/A

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QUERY: Moving

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RESOLUTION: UNRESPONSIVE INTRO // FOLLOW 555 // NFAT

AI SUMMARY: The customer requested cancellation of services due to relocation. The customer provided contact information. An agent acknowledged the request and stated they would review the details provided. The agent attempted to confirm the contact information and check connection status. After no response from the customer, the agent ended the chat and requested completion of a support survey.

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OLD BE:N/A

================================ CID: 8df2db4b-2657-497c-89ef-ba5f12a950e2

OLD ACCOUNT NUMBER: 732589703

Identity of the chatter: AH

Name of the chatter: Gediminas Morkunas

DPA STATUS: PASSED

DPA TIME STAMP: 10-09-26 10:04:35

Contact number update status: VERIFIED

Email address status: VERIFIED

CJM : C-1009261342

OLD WO: 38263721

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QUERY: I moving abroad, want to cancel my internet.

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RESOLUTION: Customer want to disconnect the services as the customer will move abroad and didn't want the early termination fee and want to raise a complaint regarding to the early termination and want to proceed with the disconnection // work order completed

REASON CODE: CL

OLD ADDRESS: 112 GRASSCROFT
NORTHAMPTON NN2 8TR

DISCONNECTION: 22/09/26

AI SUMMARY: The customer requested disconnection of internet services due to permanent relocation abroad on 22 September. The agent confirmed the disconnection date and advised an early termination fee of £253.79 would apply, with a final bill of £236.06 due on 24 September via Direct Debit. The customer disputed the fee amount, citing a different quote from a previous agent. The agent raised a formal complaint for supervisor review of the early termination fee. The customer opted to dispose of equipment independently rather than use the return kit. The agent confirmed the customer will receive complaint resolution via email within 24 to 48 hours and will retain email access for 90 days post-closure.

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OLD BE: Opt Bill Bill Billing Due Amount Run Date Date 1 236.06 23/09/26 24/09/26

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CID: ec5220c8-72a4-4edd-a7a5-b74e0750d9b3

OLD ACCOUNT NUMBER: 841534212 - 18 NEW ACCOUNT NUMBER: 402436804 -25 Identity of the chatter: AH Name of the chatter: Amelia Throne DPA STATUS: PASSED DPA TIME STAMP: 10-09-26 11:08:21

Contact number update status: UPDATED Email address status: VERIFIED CJM : N/A OLD WO: 16422795 NEW WO: 12530769

QUERY: Moved out

RESOLUTION: Customer contacted and want to move the services to the new property and want it to be installed on 12/09/26 and the customer confirmed some details and went idle while offering // work order completed

'Contract Supression Form' form has been submitted and the Reference Id is 108272_598052

'Recurring Credit Request Form' form has been submitted and the Reference Id is 122892_338344

REASON CODE: CM OLD ADDRESS: 73 HOWELL ROAD EXETER, EX4 4LZ NEW ADDRESS: 3 HAMILTON STREET CARDIFF, CF11 9BP DISCONNECTION: 11/09/26 ACTIVATION: 12/09/26 AI SUMMARY: The customer requested to transfer broadband services to a new address following an earlier-than-expected house move. The agent verified contact information and confirmed the new address was eligible for self-installation without an engineer visit. The customer inquired about cancellation and transfer fees; the agent explained a £20 transfer fee would apply, with an early termination fee of £265.50 if the customer chose to cancel instead. The agent provided a calculation breakdown. The customer decided to proceed with the transfer. The agent confirmed activation and disconnection dates, advised the customer would receive a Movers Pack, and provided setup guidance. The customer chose to retain their existing package. The agent confirmed a £20 movers fee would be added to the first bill, with an existing credit of £26.49 applied, resulting in a final amount due of £47.51.

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OLD BE:Opt Bill Bill Billing Due Amount Run Date Date 1 26.49- 15/09/26 1/10/26

NEW BE: Opt Bill Bill Billing Due Amount Run Date Date 1 74.00 15/09/26 5/10/26 2 54.00 15/10/26 4/11/26

================================ CID: 4cbf5a3c-07d5-41dd-9e4e-98ef2ef5f452

OLD ACCOUNT NUMBER: 35281008

Identity of the chatter: AH

Name of the chatter: Kate Callaghan

DPA STATUS: PASSED

DPA TIME STAMP: 10-09-26 11:24:04

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Contact number update status: VERIFIED

Email address status: VERIFIED

CJM : N/A

OLD WO: N/A

QUERY: can you confirm i have an engineer appointment tomorrow? i need an engineer to install an internet plug at my new house

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RESOLUTION: Customer only want a engineer and book an engineer on the account // COMPLETED // NFAT

AI SUMMARY: The customer requested assistance with an engineer appointment to install internet equipment at their new address following a house move. The customer sought confirmation of an existing appointment and clarification on appointment type and timing. The customer noted their router was unavailable and requested the engineer bring a replacement. The agent scheduled an engineer visit for 11/09/26 between 12:00 and 16:00, confirmed a router would be sent to the customer's address, provided a work order reference, and committed to sending a confirmation email within the day.

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