080926

STATE YOUR NAME

c IF TRANSFERRED (STATE YOUR NAME TOO)

Hi, you’re now chatting with Miah. I’ll review the details you’ve shared with my colleague and will be back with you as soon as possible. 😊

RETS*

CID: 46cbf2ca-9f31-4411-b347-0965b37eec71 Account Number: 559843101 Identity of the chatter: AH Name of the chatter: David DPA STATUS: / FAILED DPA TIME STAMP: n/a Contact number update status: na Email address status: na CJM: WO: QUERY: RESOLUTION: cx prefers to call talk to live agent BE: AI: The customer reported having previously notified support of a service cancellation effective on the 11th but received a bill for an additional month. The customer requested cancellation of all services. The agent provided contact numbers for the cancellation and billing team (0800 952 2277 and 0345 454 1111) with operating hours, but explained that outbound calls could not be made from the chat system. The billing dispute and cancellation request were not resolved during the chat. RETS*

CID: 287800e7-7fc2-4d5c-ba87-5e89264108d0 Account Number: 459438707 Identity of the chatter: AH/ Name of the chatter: Murtza Safeer DPA STATUS: PASSED/ DPA TIME STAMP: 08-09-26 12:27:28 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: So basically I’ve been reviewing my package and I don’t use the virgin box that’s part of my package so it’s just sat there and I’m paying extra for something I’m not using I just want broadband only RESOLUTION: The customer requested to reduce their package to broadband only due to recent job loss and financial constraints. The agent offered 516 Mbps with Netflix with Ads at £56 per month, which the customer found too expensive. The agent then offered 132 Mbps broadband-only at £38 per month as the lowest available rate given the 10-month contract remainder. The customer did not respond to follow-up messages, and the chat session was terminated. BE:

RETS*

CID: 48f20ba3-713a-4b5a-8f84-24c8446169f2 Account Number: 109261009 Identity of the chatter: AH Name of the chatter: Anya DPA STATUS: PASSED/ DPA TIME STAMP: 08-09-26 12:52:45 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 15802391 QUERY: Renew my contract longer term and reduce my costs RESOLUTION: accepted M250 for £27 BE: Bill Bill Billing Due Amount Run Date Date 1 3.80- 24/09/26 13/10/26 2 27.00 23/10/26 13/11/26 AI: The customer requested a competitive retention offer for broadband renewal. The agent offered £27 per month for 264 Mbps broadband or £32 per month with an O2 SIM and upgraded speeds. When the customer requested an M500 package quote, the agent provided £38 per month with Netflix, which could not be reduced. The customer selected the £27 per month 264 Mbps broadband-only option on a 24-month contract. The agent clarified annual price increases of £4 in April 2027 and April 2028. Contract documentation was sent and confirmed received. The order was completed with activation scheduled and next billing date confirmed.

RETS*

CID: e5840931-53e2-41de-aabc-5af85433ab6e Account Number: 57259504fv Identity of the chatter: AH Name of the chatter: Connor O'Reilly DPA STATUS: PASSED/ DPA TIME STAMP: 08-09-26 13:37:15 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: Discuss renewal and offers RESOLUTION: unresponsive intro BE: AI: The agent greeted the customer and confirmed security checks had been completed. The agent noted the customer's contract was ending and offered to review discount options. The agent enquired whether anyone in the customer's household used O2 to discuss additional benefits. After multiple attempts to reconnect without response, the agent ended the chat session and requested feedback via survey.

RETS*

CID: 6f9b5997-4ec8-422f-9c6f-174acb26aca8 Account Number: 737952718 Identity of the chatter: AH/ Name of the chatter: Ben DPA STATUS: PASSED/ DPA TIME STAMP: Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: RESOLUTION: cx requested to cancel as he prefer 12 months contract. however after i processed DI cx requested to retract DI || keep as it is BE: Bill Bill Billing Due Amount Run Date Date 1 7.33- 23/09/26 15/10/26

Upon checking your account, I’ve found a couple of offers that could be worth considering. I’ll run through both so you can decide what works best for you.

Option 1: For £24 a month on a 24‑month contract you'll get 132Mbps broadband, —perfect for your current usage

Option 2:

Alternatively, for £29 a month (£24 media + £5 O2 SIM) on a 24‑month contract, you’ll get upgraded speeds (132 to 264 Mbps) plus a 2GB data boosted to 4GB data O2 sim with Priority perks—giving you even more value than option 1

Thanks for letting me know. Once your minimum term ends on 15/09/2026, your bill will automatically revert to our standard out-of-contract rate, which is higher than £27.49.

The October 2027 date you see on the website is a system error or an old promo placeholder—it does not mean your current fixed price is protected until then. Because your contract expires in a week, you are about to switch to a rolling monthly contract. RETS*

CID: 3e881bea-cdcb-435c-8f5a-81da10795ee1 Account Number: 594598602 Identity of the chatter: AH/ Name of the chatter: Patrick DPA STATUS: PASSED/ DPA TIME STAMP: 08-09-26 17:04:31 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: Looking to renew, contract is due to expire 19th September 2026, this months bill is £142 want to look at deals RESOLUTION: BE:

RETS*

CID: 2aaa65e6-4edc-4300-96fa-ef2b45258b85 Account Number: 938175702 Identity of the chatter: AH/ Name of the chatter: Thomas DPA STATUS: PASSED DPA TIME STAMP: 08-09-26 17:04:34 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: Cancelling my broadband package due to personal reasons RESOLUTION: The agent greeted the customer and reviewed details shared with a colleague. After security checks were completed, the agent understood the customer was planning to disconnect and offered to review the account for updated offers that might better suit the customer's needs. RETS*

CID: f49c011e-f96e-4b92-a3d9-c0a5b505f86e Account Number: 24005101 Identity of the chatter: AH Name of the chatter: Alistair wright DPA STATUS: PASSED/ DPA TIME STAMP: 08-09-26 17:50:09 Contact number update status: Verified/ Email address status: Verified/ CJM: (C-0809266920) WO: 69973426 QUERY: Poor renewal price RESOLUTION: The customer requested cancellation of their Virgin Media services citing poor renewal pricing. I processed the complaint and disconnection request, confirming a 30-day notice period applies with services ending on a specified date. The customer requested to waived the final bill as complaint resolution. BE: pt Bill Bill Billing Due Amount Run Date Date 1 8.39 9/09/26 1/10/26

I will keep your complaint open and escalate it to the Complaint Review Team so they can look into I have now successfully located your active account using your postcode (ML8 5TT) and address (3 Aquila Way).

I completely understand that you want this to be a seamless, simple transition so you aren't paying for two services at once or experiencing any gap in your internet.

Because our system enforces a standard 30-day notice period for cancellations, we cannot backdate or force an immediate deactivation for 11th September. If we submit the disconnection request today (8th September), the earliest standard date the system will allow your services to end is 8th October.

This will not cause any issues with your wife's new service beginning. Virgin Media allows a new account to be set up and activated at the same address while an older account is in its 30-day disconnection notice period. On 11th September, your wife’s new hub and services will activate exactly as planned.

Thanks for waiting. Whilst I'm in the process of finalizing your request I've seen offers that you might want to consider. Here are the details:

For a total of £24 per month on a 24‑month contract, you'd receive 264Mbps broadband, This package is well suited to your current usage. RETS*

CID: cac31bae-e310-4e75-96cf-cbeae1a50fad Account Number: 84933403 Identity of the chatter: AH Name of the chatter: Samuel DPA STATUS: PASSED/ DPA TIME STAMP: 08-09-26 18:59:31 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: Install not complete RESOLUTION: The customer requested cancellation of Virgin Media services after technicians failed to appear for installation on two consecutive days. No equipment had been installed or external line fitted. The agent acknowledged the situation and directed the customer to contact the Pre-Install team during business hours for assistance with the cancellation. The chat ended without further response from the customer. BE:

RETS*

CID:081af61c-dbb6-4ad4-b96c-d2d7be1ae2f7 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: WO: QUERY: RESOLUTION: BE: RETS*

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: WO: QUERY: RESOLUTION: BE:

MOVERS MESSAGING********************

CID: 80bacf40-0bda-42ec-ae73-1dd28d3b64c4 Account Number: 468604301 Identity of the chatter: AH/ Name of the chatter: Alfie Al-Moosawi DPA STATUS: PASSED/ DPA TIME STAMP: 08-09-26 12:00:10 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 12526264 QUERY: I am moving out of my address and into one with WiFi included RESOLUTION: cx will move to address that has active Virgin Media || cx agreed to cancel with EDF BE: Bill Bill Billing Due
Amount Run Date Date
1 302.92 10/09/26 14/09/26
AI: The customer requested cancellation of their service due to relocating to an address with included WiFi. The agent confirmed the permanent move and explained an early termination fee of £320.65 applies as the account has 12 months remaining on contract. The customer was offered two options: cancel now with the fee charged to the final bill, or continue paying monthly. The customer chose immediate cancellation. Services will disconnect on 10 September 2026, with a final bill of £302.92 collected via Direct Debit on 14 September 2026. A prepaid equipment return kit will be sent to the new address within 10 days of disconnection. The customer will receive an email confirming disconnection details.

MOVERS MESSAGING********************

CID: b332f8e5-83c9-49ec-b500-4c5e9728f2c2 Account number:424000503 Identity of the chatter: AH Name of the chatter: Micah DPA STATUS: PASSED DPA TIME STAMP: 08-09-26 14:43:20 Contact number update status: Verified Email address status: Verified CJM: N/A WO: DI: 70821537 IN: 38248435 RESOLUTION: Contract continuation || chat got cut off due to OMNI has an issue NEW ADDRESS: 20 KINGS WHARF MILL STREET
WANTAGE OX12 9N NEW ACCOUNT #: 8967641-03 DISCO DATE: 21/09/26 INSTALL DATE: 22/09/26 'Contract Supression Form' form has been submitted and the Reference Id is 108272_597544
BE: DI: Bill Bill Billing Due Amount Run Date Date 1 17.33 25/09/26 15/10/26

    IN:  Bill         Bill      Billing         Due        
        Amount     Run Date        Date        
1        41.99     23/09/26    13/10/26        
2        21.99     22/10/26    11/11/26        

AI: n/a MOVERS MESSAGING********************

CID: 2f039b0e-3fdd-46b1-8622-7d7f598acc4a Account number:334895401 Identity of the chatter: AH Name of the chatter: MR HUMAAS KHAN DPA STATUS: PASSED DPA TIME STAMP:08-09-26 15:09:59 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 26231608 QUERY: Moving out RESOLUTION: cx requested to cancel as will move with parent and not a bill payer BE: Bill Bill Billing Due
Amount Run Date Date
1 4.09- 17/09/26 12/10/26
Disconnection date: 28/09/26 Your request has now been completed, and just to summaries, your services will be disconnected on 28/09/26, and I can see on your account that you have a refund of £4.09, and this will be processed within 45 days of the disconnection date and will be credited back directly into your bank account. AI:

MOVERS MESSAGING********************

CID: 8245be2b-c843-43dd-be1d-6ef731eb3e35 Account number:58303401 Identity of the chatter: AH Name of the chatter: Matthew Dawson DPA STATUS: PASSED DPA TIME STAMP: 08-09-26 17:10:25 Contact number update status: Verified Email address status: Verified CJM: N/A WO: DI: 70372536 IN: 39840379 RESOLUTION: Contract continuation NEW ADDRESS: 36 HILLS DRIVE
STOCKTON-ON-TEES TS20 2G NEW ACCOUNT #: 9790225-0 DISCO DATE: 14/09/26 INSTALL DATE: 16/09/26 BE: DI: Bill Bill Billing Due
Amount Run Date Date
1 47.54- 16/09/26 28/09/26

   IN:  Opt  Bill         Bill      Billing         Due   
             Amount     Run Date        Date   
     1        76.61     30/09/26    20/10/26   
     2        38.59     29/10/26    18/11/26   

AI: The customer requested assistance with relocating their service to a new address. The agent verified the new address was serviceable and confirmed installation could proceed. The customer initially selected an afternoon installation slot but subsequently requested to change the installation date to the following day, which the agent confirmed was available and processed. The agent outlined contract continuation terms, a one-off £20 mover's fee, and billing details including a pending payment and account credit. The customer declined participation in a referral programme. The agent provided installation details, disconnection date, package information, and support contact details.

An engineer will attend on the install day and may need to drill inside or outside your property. The install takes under 2 hours, and someone aged 18+ must be present. Please remember to take your equipment with you to the new address. All clear so far?

Because you are bringing your services to your new address you still have a pending payment amounting to £31.0 due on 28/09/26 and once we collect that I can see on your account that you have a credit of £47.54 which we'll use towards your first bill at the new address. This will be £76.6 due on the 20/10/26 but we'll deduct your credit so you'll only pay £29.06. This price includes your £20 mover’s fee. MOVERS MESSAGING********************

CID: aa45378e-198c-4594-bbbb-34799fd6eb31 Account number: 769687302 Identity of the chatter: AH Name of the chatter: Laura Faulkes DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: new services is not yet installed. advised AI: The customer contacted support regarding service availability and sign-in difficulties. The agent confirmed the customer's service was not yet installed. The agent provided contact details for the Pre-Install team to assist with order status and package information, available 8am–8pm Monday to Friday and 9am–5pm on weekends. The customer did not respond to follow-up messages, and the chat session was terminated.

I am so sorry for the confusion—since the external line was never fitted and the installation was never completed, you do not need to give a 30-day notice period.

MOVERS MESSAGING********************

CID: f5f02e2b-83e2-441d-aa67-139e43940455 Account number: 533032601 Identity of the chatter: AH Name of the chatter: Cindy DPA STATUS: PASSED DPA TIME STAMP: 08-09-26 19:22:35 Contact number update status: Verified Email address status: Verified CJM: N/A WO: QUERY: There is no connection in the new address. We just currently moved in the new house RESOLUTION: cx just currently moved and no connection advised to send "GO" vis SMS and if not contact the activation team

MOVERS MESSAGING********************

CID: 531999d0-7c01-4c32-9090-76903ea63149 Account number: 710559901 | 149695-01
Identity of the chatter: AH Name of the chatter: James DPA STATUS: PASSED DPA TIME STAMP: 08-09-26 20:13:21 Contact number update status: Verified Email address status: Verified CJM: N/A WO: DI: 40017833 IN: 26233267 QUERY: MOVE BE: DI: Bill Bill Billing Due
Amount Run Date Date
1 43.94- 18/09/26 8/10/26

   IN:  Opt  Bill         Bill      Billing         Due 
             Amount     Run Date        Date 
     1       125.96      9/10/26    29/10/26 
     2        44.01     11/11/26     1/12/26 

RESOLUTION: Contract continuation NEW ADDRESS: 4 GHYLL MEWS
ILKLEY LS29 9RU NEW ACCOUNT #: 149695-0 DISCO DATE: 17/09/26 INSTALL DATE: 28/09/26 AI: The customer requested to relocate their service to a new address with an installation date of 18 September 2026. The agent confirmed the address was serviceable and explained installation requirements. The customer selected a package at £44.01 per month (24-month contract) including 264 Mbps broadband, Mega TV with Sky Sports HD, Sky Atlantic, Netflix, and an Anytime landline. Contract documentation was sent via email; the customer confirmed receipt and approved proceeding. The agent advised the earliest installation slot available was 28 September 2026, 1 PM–6 PM, with a possible earlier date pending cancellations. A £35 movers charge will be added to the first bill; after applying a credit of £43.90, the customer will pay £82.02 on 29 October 2026. The customer declined the Refer a Friend programme. Disconnection at the current address is scheduled for 17 September 2026.

I’ve checked your account and found a couple of offers that might suit you. Here’s a quick overview: Option 1: £44.01/month (24‑month contract) 264Mbps broadband Mega TV channels which includes Sky Sports HD, Sky Atlantic along with Netflix with Ads Anytime chatter landline A great fit for your current usage.

Option 2: £49.01/month total (24‑month contract, incl. O2 sim) Upgraded broadband (132Mbps → 264Mbps) Mega TV which includes Sky Sports HD, Sky Atlantic along with Netflix with Ads + Anytime landline 4GB O2 SIM with Priority perks (early tickets, freebies) This option offers extra value compared to Option 1.

Here's a summary of everything we've arranged today. Please save this for future reference : • Install Date & Time: 28/09/26, 1PM-6PM • Disconnection Date: 17/09/26 • Package: Sport HD Triple (v 02.26)

For installation updates or enquiries, visit: virginmedia.com/help/how-to/broadband/manage-order-or-appointment or call 0800 064 3287.

Before you go, is there anything you're unsure about regarding your move?

MOVERS MESSAGING********************

CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: Contract continuation NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE:

MOVERS MESSAGING********************

CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: Contract continuation NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE:

MOVERS MESSAGING********************

CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: Contract continuation NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE:

MOVERS MESSAGING********************

CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: Contract continuation NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE: