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SEPT 7

  1. IDLE INTRO - (CC) - UMID HYBRING (RETENTIONS) MESSAGING CID: 9c9eb79c-98f0-43fc-850d-b6f3440cb2d0 Account number: 678185206 Identity of the chatter: AH Name of the chatter: STEPHEN HOPKINS DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 11:58:14 Contact number update status: Updated Email address status: Verified CJM :N/A WO: N/A QUERY : Cancel service when contract expires DISCOUNT USED: n/a RESOLUTION: No interaction || The customer requested cancellation of services citing renewal price concerns. The agent acknowledged the request and offered to help. The agent asked the customer to confirm previously provided contact details. The customer did not respond to follow-up messages. The agent closed the conversation due to inactivity and instructed the customer to contact support between 8am–10pm if further assistance was required. BE: N/A

  2. MOVERS ST - (CC) - UMID HYBRING (MOVERS) MESSAGING CONTACT ID: 90f424a6-6b32-4a10-8c0d-9b55fe3ca02b Identity of the chatter: (AH) Name of the chatter: EUAN HALL Account Number: 911121311 DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 12:38:14 QUERY: Moving RESOLUTION: The customer requested cancellation of their service due to relocating from a student address. The agent processed the cancellation with a disconnection date of 13 September, confirmed the move is permanent, and collected a new address for equipment returns and correspondence. The agent advised that any O2 SIM linked to the account will remain unchanged, the router can be recycled without return, and a refund of £4.59 will be processed within 45 days and credited to the customer's bank account. A confirmation email with disconnection details will be sent, and the Direct Debit will be cancelled automatically once the account is settled. DISCO DATE: 13/09/26 DISCO REASON: ST WO: 39830785 BE: Bill Billing Due Amount Run Date Date 4.59- 17/09/26 5/10/26

  3. IDLE INTRO - (CC) - UMID HYBRING (RETENTIONS) MESSAGING CID: 3b15ee3f-7b96-46e7-b09c-d3edb35f8897 Account number: 217291802 Identity of the chatter: AH Name of the chatter: ANTONY EARLE DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 13:05:09 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : My contract is running out DISCOUNT USED: N/A RESOLUTION: The customer sought to cancel services due to renewal pricing. The agent offered to review available discounts and alternative package options. The agent requested confirmation of contact details but received no response to follow-up messages. The conversation was closed due to customer inactivity, with the agent providing information on how to reconnect during business hours. BE: N/A

  4. IDLE DISCOV - (CC) - UMID HYBRING (RETENTIONS) MESSAGING CID: f63d748d-bc08-433b-9e68-f62781fe0716 Account number: 76705908 Identity of the chatter: AH Name of the chatter: JASON STUART DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 13:40:14 Contact number update status: Updated Email address status: Verified CJM :N/A WO: N/A QUERY : I am paying much higher than I should DISCOUNT USED: N/A RESOLUTION: The customer requested to cancel their service due to pricing concerns, having found a more competitive offer elsewhere and already initiated a switch to another provider. The agent explained that standard rates apply after contract expiration and that discounts require active contracts. The agent apologised for being unable to match the external offer. The agent requested contact details and switch status confirmation but received no further response, and the chat ended due to inactivity. BE: N/A

SWC CCC - 906eade2-999b-400d-a4bb-9c215a257dd9 NATASHA

  1. TRANSFERRED - UMID HYBRING (MOVERS) MESSAGING CONTACT ID: 57a368fd-4c61-48e2-9399-19b016233925 Identity of the chatter: (AH) Name of the chatter: SEHRISH GULL Account Number: 125537402 DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 14:25:05 QUERY: I dont have the plug that goes into wall connection i have in my new house but its square not round RESOLUTION: The customer contacted support for help with router installation in their new home. The customer reported that the power plug provided does not fit their wall socket, which has a square rather than round connection. The agent acknowledged the issue and confirmed they could help. The agent verified the customer's account details and indicated they would transfer the customer to a specialist team for further assistance.

  2. TRANSFERRED - UMID HYBRING (MOVERS) MESSAGING CONTACT ID: 91f620a3-4e96-46cd-9865-7e133ca2020b Identity of the chatter: (AH) Name of the chatter: ALICIA TUPLIN WEST Account Number: 39277108 DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 14:35:51 QUERY: I've received a message from VirginMedia saying that the external work is completed so services can now be installed. In a previous call I was told that the date would be brought forwards once the work was done. I would like to bring that date forward as soon as possible. RESOLUTION: The customer requested to reschedule their installation appointment after receiving notification that external work had been completed. The agent verified the customer's contact details and address, then checked the account to confirm the original installation date. The agent advised that an earlier date was not yet visible on the system and transferred the customer to the Pre-Installation department to identify the earliest available installation date.

  3. INQUIRY - (CC) - UMID HYBRING (MOVERS) MESSAGING CONTACT ID: 994184d2-a07d-433e-bcfd-56f8656cfca1 Identity of the chatter: (AH) Name of the chatter: PHOEBE WHEELER Account Number: 404346504 DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 14:53:58 QUERY: My wifi still isn’t connected after moving address RESOLUTION: The customer sought help with moving home and reported that their wifi remained unconnected following their house move. The agent confirmed they could not manually activate the wifi as this falls outside their remit. The agent referred the customer to the Pre-Install team with their contact details and operating hours (8am–8pm Monday to Friday, 9am–5pm weekends) to resolve the connectivity issue.

  4. IDLE - (CC) - UMID HYBRING (MOVERS) MESSAGING CONTACT ID: 672090e1-133c-44fd-9ab0-771881be9a44 Identity of the chatter: (AH) Name of the chatter: CHARLOTTE O'MALLEY Account Number: 61530503 DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 15:02:14 QUERY: I need to move my existing contract to another person who will be staying in the house I am moving from RESOLUTION: The customer requested to transfer their contract to another person staying in the property permanently. The agent explained that a full transfer requires cancelling the existing account and establishing a new 24-month contract with new equipment, incurring an early termination fee. The agent offered an alternative: maintaining the service under the customer's name whilst updating the Direct Debit to the other person's account to avoid the early termination fee. The customer did not confirm their preferred option before the chat ended due to no response.

  5. OTS CANCELLATION - (CC) - UMID HYBRING (RETENTIONS) MESSAGING CID: b5e83430-a186-4b69-b0f7-096ecbbece85 Account number: 826880708 Identity of the chatter: AH Name of the chatter: JADE OWEN DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 17:02:17 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : end of contract DISCOUNT USED: Utilized Messenger Discounts RESOLUTION: The customer requested cancellation of services at contract end. The agent confirmed contact details and verified that a switch to another provider was already in progress with a service end date confirmed. The agent explained equipment return procedures via pre-paid packaging with a potential replacement charge for unreturned items, and provided a link for requesting return kits if needed. The agent offered alternative service packages which the customer declined. The customer will receive an email with disconnection details. BE: N/A

  6. SHOPPING AROUND - (CC) - UMID HYBRING (RETENTIONS) MESSAGING CID: 62c31383-2556-4f1a-8a5b-1613611c2fec Account number: 640455901 Identity of the chatter: AH Name of the chatter: GREGG TURNER DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 17:20:29 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : no internet DISCOUNT USED: N/A RESOLUTION: Customer wants to leave the account as || The customer requested service disconnection due to poor broadband performance but later expressed interest in staying with a better offer and no long-term contract. The agent presented three options: two 24-month contracts at £24.00 and £29.00 per month, and a 30-day rolling contract at £54.00 per month. The agent explained that rolling contracts cannot include discounts and that the offered rates were the best available. The customer declined all proposals and requested a £10 per month rate, which the agent confirmed was unavailable. The customer's contract expires in 22 days. The customer decided to leave the account unchanged without proceeding with disconnection. BE: N/A

  7. OTS CANCELLATION - (CC) - UMID HYBRID (RETENTIONS) MESSAGING CID: 70fa1e35-8040-4c08-8de0-21bbe8725c17 Identity of the chatter: AH Account number: 824852209 Name of the chatter: Rugile Stankeviciute DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 18:23:15 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : My contract finished and I do not want virgin media services anymore DISCOUNT USED: N/A RESOLUTION: OTS Discussed || The customer requested cancellation of Virgin Media services due to contract completion and switching to a new provider. The agent confirmed contact details, declined alternative offers review, and explained disconnection options. The agent verified the new provider's switching request was received and confirmed the installation date as 21 September. The agent advised the final bill would include only service charges with credits refunded within 45 days. The agent instructed equipment return via pre-paid packaging through Collect+ points, noting a potential £65.00 charge for unreturned equipment. The customer will receive an email with disconnection details. BE: N/A

  8. SHOPPING AROUND - (CC) - UMID HYBRID (RETENTIONS) MESSAGING CID: 3d8235c4-d0ac-4f4c-bfc1-60e4488af1eb Identity of the chatter: AH Account number: 13121802 Name of the chatter: JACQUELINE DPA STATUS: PASSED DPA TIME STAMP: 07-09-26 18:58:52 Contact number update status: Updated Email address status: Verified CJM : C-0709267666 WO: N/A QUERY : I'm not happy with the package I'm being offered to renew DISCOUNT USED: Utilized Messenger Discounts RESOLUTION: The customer expressed dissatisfaction with renewal package pricing, stating costs would increase significantly. The agent presented four alternative broadband packages ranging from £24–£30 per month on 24-month contracts, all subject to annual price increases from April 2027. The customer noted the new offers were not substantially cheaper than their previous package and indicated they would consider other providers. The agent explained that previous pricing reflected new-customer discounts and that current offers were optimal for existing customers. The agent saved the offer on the account pending availability and indicated follow-up contact would occur within 24–48 hours via email. BE: N/A