Notes

NOTES FOR ALL
(N U D G E)

Hello, as I have not heard back from you, just checking if you need any more assistance regarding your query, and just checking if I still got you here on the line?

OR

Hello, I just wanted to gently follow up since I haven’t heard back from you. I hope everything is going okay on your end. I’m still here and happy to assist you further with your query if you need anything else. Just checking in to see if you’re still with me.

OR

Hello, since I'm not hearing or receiving any response from you anymore from the last 10 minutes, our time now is over and please excuse as I'll have to leave from the conversation now. Please feel free to reach us anytime of your preference and we will always be here for you.

( USUAL BILL )

Hi, you’re speaking with Christine today. Thank you so much for messaging us about your concern regarding bills and payments, and for patiently waiting in our queue. I really appreciate you taking the time to share your concerns with our Bot and with me. You deserved to know all the clarity for your bills.

To understand more on how our billing process works, you could always check this site: https://www.o2.co.uk/help/account/billing-and-usage/understanding-your-bill

I can see that you're inquiring about your bills. Could you kindly let me know a bit more about what you need help with so I can assist you further?

( P O R T I N G )

Hello Karl, thank you so much for reaching out to us today and for taking the time to verify your concern through our Bot. I truly appreciate your time. My name is Christine, by the way.

I completely understand how important it is to use the number you prefer, especially when you want to keep it and ensure everything is up to date on your account. Please don’t worry, I’m here to support you every step of the way.

Just to let you know, the port-in process will take effect within 24 working hours after the request is submitted. To get started, may I kindly ask for a few details:

Is this your first time requesting the port-in process? What is the number you'd like to keep? What is your temporary number? Could you please provide the PAC Code? And is there anything else you’d like me to check or assist you with today?

To know more information about keeping your number here, you could also check this site: https://www.o2.co.uk/help/account/joining-and-leaving-o2/keep-your-mobile-number

( N E T W O R K C O N C E R N )

Hello Keith, this is Christine. Thank you for reaching out to us about your network concern and for sharing the details with our Bot. We truly understand how important it is to stay connected, and we're here to make sure this issue gets resolved as quickly as possible to avoid any further inconvenience.

I'd really appreciate it if you could share a bit more about what you're experiencing—when the issue started and any specific details you’ve noticed. That way, I can better understand how to assist you.

You could also check your current network status via this site: https://status.o2.co.uk/

( R O A M I N G / UNABLE TO CALL )

Hello Holly, this is Christine. Thank you for reaching out and sharing your concern about your roaming service. I’m really sorry to hear that you’re unable to make calls right now. I understand how important it is to stay connected, especially while you’re in Spain, and I want to make sure we get this sorted out for you as smoothly as possible.

To help me look into this further, would you mind confirming a few details?

What’s the number experiencing the issue?

When did the problem start?

Are you able to receive calls at all?

And just to check, is your data roaming currently turned on?

I’m here to support you every step of the way, and we’ll do our best to get your service back to normal as quickly as we can.

( R O A M I N G NETWORK CONCERN )

Hello Irene, this is Christine. Thank you so much for reaching out today and for taking the time to share your concern with the Bot. I understand how important it is to stay connected while roaming, and I truly appreciate your patience. We'll look into this carefully and do our best to make sure your service is smooth and reliable.

If it's alright with you, may I ask which country you're currently in? Could you let me know what kind of issues you're experiencing and when they first started? I'd really appreciate it if you could share a bit more about what happened so we can better assist you.

To know more information about how to use service in abroad, you could also check it from this site: https://www.o2.co.uk/international/using-your-phone-abroad

(CHANGE EMAIL REQUEST)

Hello, Lauren, you've reached Christine. Thank you for reaching out to us about your email change concern; I understand how important it is for us to keep our information current, and we truly appreciate that. Lauren, please be advised that in Messaging, we have limited tools and access. Due to system upgrades and improvements, we are currently unable to make any changes ourselves. However, there's no need to worry! We have a dedicated team, our Voice team, who have more access than we do and can assist you further with the changes. Please feel free to contact them, and I will also ensure that proper documentation is added to your account. Thank you for your understanding.

( CANCEL / PAC Request )

Thanks so much for contacting O2, you're speaking with Christine. I'm really sorry to hear you're thinking of leaving us and wants to request a PAC code on the number in question. I completely understand. No problem at all, I’ll make sure to help you with your cancellation request.

But before we can proceed, I just need to verify the account, please.

We’ve sent you two texts. We've sent the code to the number that ends in 126, please provide me the code. The first is a warning message not to give one-time codes to fraudsters pretending to work for O2. The second is the code you need to continue with seconds after the first one.

*

Thanks for confirming. Your PAC code is TEL420540 and it’s valid until on 16/09/20

Here's your switching information. You’ll need to give this PAC code to your new provider and use it within 30 days. If it’s used before 5pm, the switch should happen on the next working day.

Once the code is used, your O2 account will be disconnected, and your final bill will be generated 14 days later. If the code isn’t used, your O2 account will remain active and continue to be billed as usual.

You will receive a prorated final bill after your disconnection, as you are required to pay any line rental or out-of-bundle charges up until your line disconnects.

By the way, , I’d really love for you to stay with us, it means a lot. If you’re able to share your feedback why you want to leave O2?

( PAYM TO PAYG)

Hello! Thank you for reaching out to us about transferring your number to Pay As You Go. I'm here to help you with that.

Please note that in order to move forward, you'll need to have your Pay As You Go SIM card ready before we can complete the migration, if that's alright with you. To clarify, could you let me know if you've already received your new O2 Pay As You Go SIM or if you've purchased it yet?

If you haven't bought your O2 Pay As You Go Sim yet, feel free to get it here first: https://www.o2.co.uk/shop/sim-cards/pay-as-you-go#simtype=bigbundles

Thank you! Your responses are always important.

That's fantastic to hear! Thank you for confirming. I appreciate that you've already received your new PayG SIM. I can see that you're now free from your contract commitment, so you can definitely proceed with the migration request.

Just a quick note: we don't have any arrears to address before the migration. Your final bill will be generated 14 days after disconnection or migration, so please be aware that you should expect a final bill for your old Pay Monthly account.

It's important that both your Pay Monthly and Pay As You Go SIM cards are in the UK at the time of migration; otherwise, you might experience a loss of service until you're back in the UK. After your migration date, please note that the process can take up to 24 hours to complete on that day, and you may also face a temporary loss of service during this period.

You will need to complete a minimum top-up on your Pay As You Go SIM card and regularly make calls or send texts to keep your number active on the O2 network.

Thank you for your understanding!

That's wonderful! Thank you for going through our extra security checks.

I've submitted the request today, and rest assured that the migration will be completed within 24 hours.

I kindly recommend that you remember to:

Save your contacts from the SIM card to your device. You may experience a service interruption on the day of the transfer, which could last up to 24 hours. Once you switch to Pay & Go, you'll need to top up your account to make or receive calls. After activating Pay & Go, it might take another 24 hours for SMS, MMS, and GPRS services to be fully activated.

Don't worry, this is a normal part of the connection process. We rest assured.

For more details on how to keep your number, feel free to visit My O2 online at https://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number.

Is there anything else I can assist you with today?

(A W T S)

Before we start, I'd like to inform you that this conversation will be recorded, archived, and monitored for quality assurance and training purposes. By remaining online, you consent to the recording and archiving of this conversation.

OR

Before we get going, I need to let you know that our conversation will be recorded, archived, and monitored for quality assurance and training purposes. Staying connected to this conversation means you’re okay with this.

( O P E N I N G ) Unclear

Hello, you've reached Christine. Thanks for messaging us regarding your concern. I would be more than happy to assist you. To better understand what happened, could you please share more details about the situation and let me know how I can help?

( C L O S I N G )

(V O I C E)

We kindly suggest to ring our Voice Customer Services through this number 0344 809 0202 or dial 202 directly.

(VOICE 2)

I understand, thank you very much for confirming, Jake. We are certainly able to assist you with this and can send you an eSim replacement. However, our capabilities and tools are somewhat limited. Since you currently have no service and this process involves extra security checks, we kindly recommend that you reach out to our Voice Customer Services at your earliest convenience from any phone to report this issue. They are the appropriate department to manage the security checks for alternative methods that we require. Please feel free to call our Voice Customer Services at 0344 809 0202 or dial 202 directly. Thank you for your cooperation and understanding.

Additionally, if you are unable to contact our Customer Services team by phone, we suggest that you visit the nearest O2 Store or O2 Shop in person. They can assist you with setting up your eSim or any type of sim you may need. Just remember to bring a valid ID with you. Thank you.

( C L O S I N G )

You're precious welcome, Marie. Thanks for your patience, and for allowing me to provide the best assistance for you today.

You can always manage your account details, add a Bolt-on, adjust Bars and Spend Caps, view your bills, make payments and many more through to your MyO2 App or account online.

To know more about our billing process and usage as well, feel free also to check and use these sites: https://www.o2.co.uk/help/account/billing-and-usage & https://www.o2.co.uk/access-for-all/understanding-your-bill

And, you can also visit our website, www.o2.co.uk, for more offers and deals these days. Or, and if you need our assistance, feel free to message or reach us anytime soon and we will be more than happy to help and assist you as always.

Following this conversation, you will receive a brief survey regarding your experience. Your feedback is important to us—please take a moment to rate our interaction, with ? 5 meaning "very satisfied" and 1 meaning "very dissatisfied."

Once again, this has been Christine. Thank you for appreciating and contacting us here in O2 and for choosing us as your mobile network service provider.

You take good care always and please stay safe. Have a lovely day ahead, Marie. Cheers!

O r, ( C L O S I N G )

You're very welcome, Elisabeth. I appreciate your patience and for giving me the opportunity to assist you to the best of my ability today.

If it's alright with you, after our chat, you'll receive a survey regarding my assistance today, and your honest feedback would be greatly valued.

You can easily manage your account details, add a Bolt-on, adjust Bars and Spend Caps, view your bills, make payments, and much more through the MyO2 App or your online account.

To learn more about our policies, especially regarding account updates, please feel free to visit this site: https://www.o2.co.uk/access-for-all/accessibility-vulnerable-customers-policy. Additionally, you can check our website, www.o2.co.uk, for the latest offers and deals.

If you need any assistance, don't hesitate to message us anytime, and we will be more than happy to help you as always.

After this conversation, you'll get a short survey about your experience with my assistance today. Your feedback is really important to us and we would greatly appreciate it—please take a moment to rate our interaction, where 1 means "very dissatisfied" and 5 means "very satisfied."

Once again, this is Christine. Thank you for reaching out to us at O2 and for choosing us as your mobile network provider.

Take care and stay safe. Have a wonderful day ahead, Elisabeth. Cheers!

( V O L T )

Hello, Philip, this is Christine. Thank you for reaching out to us regarding your Volt concern. We completely understand why you want to file a complaint. Philip, I'm here to assist you with this, so please don't worry. I just need your cooperation on a few things.

Is this your first time requesting the Volt to apply? Could you please provide your Virgin Media account number? Can you also confirm your complete billing address? And how long have you been with Virgin Media? Is there anything else you'd like to discuss today?

(O P E N I N G)

Hi, Leuan. You're now through to Christine.

Thank you for proactively taking care of your bill. We appreciate your commitment to keeping your account up to date. I’ll be happy to check the extra payment that was taken for you.

Before we start, I'd like to inform you that this conversation will be recorded, archived, and monitored for quality assurance and training purposes. By remaining online, you consent to the recording and archiving of this conversation.

If you don't mind me asking, Bronagh, could you confirm to me the amount that you're referring to, and also, the date you've made the payment, please? I'm just here to check everything for you.

( SIMO ADD CON)

15GB of data with Unlimited UK minutes and texts for only 10.00 per month 20GB of data with Unlimited UK minutes and texts for only 10.00 per month 30GB of data with Unlimited UK minutes and texts for only 12.00 per month 60GB of data with Unlimited UK minutes and texts for only 15.00 per month 100GB of data with Unlimited UK minutes and texts for only 18.00 per month 250GB of data with Unlimited UK minutes and texts for only 20.00 per month

(O P E N I N G-B I L L )

Hello, you're through to Christine. Thank you for bringing this billing dispute to our attention. We take this matter seriously and will investigate promptly. Rest assured, we will thoroughly review your billing statement and provide you with a detailed response.

(T O O)

When it comes to Transfer Of Ownership, here in Messaging, we can only assist General inquiries, however, when it comes to changes especially Transfer Of Ownership, we need to have both account holder for each on hand, hope you understand that we really highly advise to contact our Voice Customer Service team.

( O F F E R S / S I M O ) Aug 3 beyond)

By the way, I noticed you've just upgraded your device. Would you be interested in adding a new line for another device as well? Or perhaps you might want to get some accessories for it, like a phone case or something else you might need for your device?

By the way, I noticed you have 50GB of data. Would you be interested in upgrading your data allowance, getting a new device, or sticking with your current plan? We also have some fantastic Sim Only deals available for you if you're interested.

If you don't mind me asking, are you considering adding an extra line for yourself or for one of your family member?

We can offer you a discount for that additional line. You might be interested in adding a new line, and here are the offers I would love to share with you.

Here are my recommendations if you're aiming to reduce your costs while still enjoying a generous data allowance based on your usage.

You can select one of these plans depending on your monthly bill and whether you prefer to use more or less data each month according to your needs.

Unlimited Plus of mobile data with Unlimited UK minutes and texts for 23.99 per month. 100GB Classic of mobile data Unlimited UK minutes and texts for 24.00 per month. 100GB Plus of mobile data with Unlimited UK minutes and texts for 19.99 per month. 40GB Classic of mobile data with Unlimited UK minutes and texts for 16.00 per month. 30GB Classic of mobile data with Unlimited UK minutes and texts for 16.00 per month. Super sale. 20GB Classic of mobile data with Unlimited UK minutes and texts for 20.00 per month. 10GB Plus of mobile data with Unlimited UK minutes and texts for 17.99 per month.

( SIMO ADD CON 12 MONTHS only) Aug.

20GB of data with Unlimited UK minutes and texts for only 10.00 per month 30GB of data with Unlimited UK minutes and texts for only 12.00 per month 60GB of data with Unlimited UK minutes and texts for only 15.00 per month 100GB of data with Unlimited UK minutes and texts for only 18.00 per month 250GB of data with Unlimited UK minutes and texts for only 20.00 per month

or,

Or, you might be interested in getting a new phone? How about a new Watch, Tablet, EarBuds, AirPods, iPads, Pixel phones, Galaxy phones, or iPhones?

Please feel free to inform me and share to me your thoughts; and I'm here to assist you.

Or are you just happy to stay and to remain with your current contract or plan at this time?

( W A T CH E S O F F E R S )

We have the watches good for 48 months,

Apple Watch Ultra 2 Titanium with Milanese Loop, Color Black for 1.00 Upfront required and 25.68 monthly with Unlimited Data Apple Watch Ultra 2 Titanium with Trail Loop Carbon Neutral, Color Black and available also in Color Blue for 1.00 Upfront and 23.63 monthly with Unlimited Data Apple Watch Ultra 2 Titanium with Ocean Band, Color Navy and available Color Black for 1.00 Upfront and 23.63 monthly with Unlimited Data Apple Watch Series 10 Aluminium 42mm, Color Jet Black for 1.00 Upfront and 17.73 monthly with Unlimited Data Apple Watch Series 10 Titanium in Color Natural 42mm / Milanese Loop for 1.00 Upfront and 22.58 monthly with Unlimited Data Limited offer- Apple Watch SE 2nd Generation Sport Band 44mm in Color Midnight, £10.48 monthly, After 6 months £13.98 with Unlimited Data

Please let me know which do you prefer?

( iPAD/ DEVICE APPLE ESIM/NO NETWORK)

By any chance, Christian, we would greatly appreciate you to kindly follow these easy steps. Rest assured, your eSim for your iPad will work instantly after.

If you don't mind, I need you go to your device Settings, and then after, kindly locate mobile service, or mobile connection, and click on add eSim, and choose SM-DP activation code.

Once you're in the SM-DP service, you need to enter this,

SM-DP Addess: cel.prod.ondemandconnectivity.com

Activation Code: HUWMFZCW1VMRJVDS

( D I S N EY T H A N K YOU EN G A G E)

Customers will receive instructions in their text message. If they want to take up the offer, they need to respond to the number provided with the shortcode in the message. They will usually get a response within 24 hours with a link to sign up.

If a customer gets an error message back, confirm they have responded correctly and ask them to try again later.

Customers have 28 days to redeem from receiving the message.

After the free period, customers will auto enroll onto a paid subscription unless they opt out. They will be sent reminders to make them aware that they are coming to the end of their free period.

( SLOW NETWORK ) PHONE TO REFRESH

I get the situation, Khelsea, no need to worry, we're here to assist you. It could just be your phone having trouble with a weak network. It's not always the phone itself, but it appears to be its performance in that case.

Since we've checked and tested the network here with no issues found, it seems like this might just be a minor glitch with your phone. We need to refresh it, and you can assist us by following some steps. I would be happy to provide you with those steps so that any glitches, bugs, or lags your phone is experiencing can be resolved. This should help refresh your device and improve its performance, ensuring better signal connectivity.

(S C A M / F R A U D CALLS RECEIVED)

I can see that there are no recent transactions or changes on the account, if you haven't made a call to us recently, means, that the call you've received is scam/fraudster call. Please be advise that the only way you can reach to us is everytime, if you'll be the one who called us in the first place, as we're not allowed to ring/call our customers manually. Yes, we can give you call back, however, we can only give a call back for once, and that call back is if when we have unfinished business/things that we need to continue from the time you've reached us from the first place.

In the future, if you will receive a call back from someone stating and saying that they'e from O2 and you haven't reached us first, meaning, that call is a scam/fraudster call, and kindly refrain or do not provide your details and information to them as we don't want you also to be one of their victim. Thanks for the understanding, Mitchell.

In the future, if you are receiving suspicious calls claiming to be from O2, it's important to be cautious and verify the legitimacy of the call before providing any personal information. O2 has warned about various phone scams, so it's wise to be vigilant and take precautions as we don't want you also to be a victim as we really valued and appreciate you this much.

Thanks for bringing this to us and for helping us to stop any scam/fraudster call by ending their call by the way.

By the way, if you don't mind me asking, the number ending in 761, is now already out of commitment for its contract. And, I can see that you got 50GB of data, and I can see here that your usual data usage is only about 1GB each month or nothing, and, if you don't mind me asking, by any chance, are you happy to stay and continue with the current plan you have right now?

( PAYMENT MANAGEMENT ) (BILLS & PAYMENTS)

Hello Levi, this is Christine. Thank you so much for waiting in our queue and for taking the time to clarify your concern with the Bot. I truly appreciate your time today.

I completely understand that managing bills can be difficult, especially when things get tough. It makes perfect sense that you'd want to set up a promise to pay, and I want you to know that you're not alone in this.

We have a dedicated Mobile Collections team who will be more than happy to support you further and help with the next steps. You're in good hands.

OR

Hello James, this is Christine. I understand that managing bills can sometimes be difficult, especially when unexpected things come up. I'm here to help you explore options like a payment extension or a promise to pay, and we have a dedicated team in Mobile Collections who may be able to assist with your request today.

In the future, please know that we’re always here to support you. If you ever face challenges with your bills or payments, there are several options we can talk through to help ease the pressure. You can sign in to My O2 to explore the different ways we can assist, or reach out directly to our Mobile Collections team who will work with you to find the best solution.

You can contact them on 0800 902 0217 or 0203 505 7518.

Mobile Collections opening hours: Monday to Friday – 8am to 8pm Saturday – 8am to 6pm Sunday – 9am to 6pm

For more information, you can also visit: https://www.o2.co.uk/help/account-and-billing/payment-support#how-can-i-speak-to-someone-about-my-bill

Before I connect you with them, is there anything else I can help you with today?

** You're always welcome, James.

I’ve had a look and can see that you still have an active device plan and contract. If you ever change your mind, and once your account is cleared from Collections, you’re more than welcome to visit our website at o2.co.uk.. There, you’ll find exclusive deals and offers, and you can easily place an order whenever you're ready.

Once again, this has been Christine. Please take care, James, and I hope you have a great day.

I’ll now connect you over—please stay on the line. Bye for now.

OR

I understand that managing bills can sometimes be challenging, I truly understand the situation, and thanks for reaching with us regarding your payment extension request. I can certainly assist you with that query, we have our Mobile Collections team and is open today and they would be happy to take your call.

We have two options for you to get in touch with our Mobile Collections team today. Would you prefer to speak with them personally or online? I would be happy to provide you with their contact details so you can reach out to them directly, or would you like me to connect you with them through this chat right now? Which option do you prefer?

You can get in touch with our Mobile Collections team on 0800 902 0217 or 0203 505 7518.

Mobile Collections opening hours: Monday to Friday – 8am to 8pm Saturday – 8am to 6pm Sunday – 9am to 6pm

You can also check this helpful link for all the information: https://www.o2.co.uk/help/account-and-billing/payment-support#how-can-i-speak-to-someone-about-my-bill.

Or we suggest to dial 202 directly instead. No worries, your payment extension request will be amended by them.

Is there anything else that I can assit you with?

(O 2 T R A V E L U L T I M A T E WITHOUT)

Thank you for asking, yes, you will be charged for every use of the service Rafaela, no worries, you’ll only be charged for the days you will use it only.

If our Plan is in Ultimate, that's the only exception as if we got an Ultimate Plan, we will have the O2 Travel Inclusive Zone Ultimate Bolt On, you can roam here at no extra cost.

(O2 OPEN QUERY)

Hello, Claudia. You're through to Christine today. I appreciate you reaching out to check and add an O2 Open discount. I will be happy to provide you the details.

Thank you for bringing this to our attention, Claudia.

We strongly recommend that you check out these useful sites to successfully add your O2 Open/discount to your account, as you are the only one who can apply this to your account.

We appreciate your understanding.

Don't hesitate to check these sites: https://www.o2.co.uk/open & https://www.o2.co.uk/termsandconditions/rewards/o2-open.

You can also follow these easy steps for clarification.

-When opening the above link, you will be directed to the O2 Open homepage. -You will be greeted with a Self-Serve option of finding out if you work for an eligible company, by texting OPEN, followed by your company’s name, to 61202. -You will also be able to see the discount based upon the tariff you are on. -You will need to sign into O2 Open with your MY O2 sign-in details and add your discount within 28 days of the start of your contract. -There is also a direct link to the O2 Open portal, plus a list of FAQs including the Terms and Conditions.

( B I L L R E ST R I C T I O N SSS )

I can see here that we have already received your payment, and we really appreciate for taking care of your bills.

Don't worry! As what I can see here, there's no any overdue bill anymore, meaning, the services will be back soon.

Please be inform that the process after restrictions has been applied due to non-payment, and after we have received the payment, our services will be back within 24 hours or as soon as possible.

We kindly ask for your patience as it's a system generated line to line movement that we can't control.

Rest assured, your service will be reinstate anytime soon.

If after the said timeframe, the services will not be back, we require you to contact our Payment Support team if there are problems.

You can get in touch with our Payment Management team on 0800 902 0217 or 0203 505 7518.

Payment Management opening hours: Monday to Friday – 8am to 8pm Saturday – 8am to 6pm Sunday – 9am to 6pm

You can also check this helpful link for all the information: https://www.o2.co.uk/help/account-and-billing/payment-support#how-can-i-speak-to-someone-about-my-bill.

We have observed some instances in testing where we are trying to apply the Disney offer but it is failing for an unknown reason, so there is a chance we will get some customers who have issues.

What do I need to do? If a customer is having trouble applying the offer, take these steps:

Confirm the customer is sending the correct short code to the correct number (they need to message 60310, not reply directly to the text). Check that the customer hasn’t recently added Disney+ as an Extra (it won’t work if they already have an active subscription). Ask the customer to try re-sending the message. If the above fails, customer services can add the subscription.

( T O O Transfer Of Ownership Request )

Hello, . Hope you're doing well. My name is Christine.

Thanks for contacting us regarding the Transfer Of Ownership. We understand the importance of ensuring that we can reach you easily.

Before we start, I'd like to inform you that this conversation will be recorded, archived, and monitored for quality assurance and training purposes. By remaining online, your consent to the recording and archiving of this conversation.

When it comes to Transfer Of Ownership, here in Messaging, we can only assist General inquiries, however, when it comes to changes especially Transfer Of Ownership, hope you understand that we really highly advise to contact our Voice Customer Service team.

Don't hesitate and you can reach our team and with this number 0344 809 0202 or dial directly 202.

(L E A V I N G O 2 E T F/ C A N C E L E T F )

To add Molly, if you wish to fully cancel your contract, aside from the termination fee, you will be charged only for a pro rate from the date your recent bill generates up until you've requested/the contract will be cancelled. Just a little amount only if you'll be getting charge for your final bill, and as we always billed in advance for your monthly bills.

For example, your monthly bills generates every 26th of the month, and you've requested a cancellation next week, let's say, on the 6th of June.

So technically, your bill of 26th of May generated already and is covered for up until 25th of June, so if you'll cancel 6th of June, you won't be charged anymore extras for your final bill, and your final bill is only the £54.08 early termination fee.

Is there anything else that I can help and assist you with apart from this today, Molly?

MPN: ASM**** Contact/CHAT ID: DPA & Caller Identity: Reason for the chat: Outcome of the chat: Sales Related Info: (Handset/Tariff including term length and price): NA Complaints / Credits / Flags raised: NA

MPN: ASM**** Contact/CHAT ID: DPA & Caller Identity: Reason for the chat: Outcome of the chat: Sales Related Info: (Handset/Tariff including term length and price): NA Complaints / Credits / Flags raised: NA

MPN: ASM**** Contact/CHAT ID: DPA & Caller Identity: Reason for the chat: Outcome of the chat: Sales Related Info: (Handset/Tariff including term length and price): NA Complaints / Credits / Flags raised: NA

AUGUST 4, 2025

MPN: 07895751035 ASM**** Contact/CHAT ID: d2a8d32d-3e05-4f62-a171-8b8e24a676ef DPA & Caller Identity: Miss Joanne Eccles Reason for the chat: Free gift link does not work Outcome of the chat: Acknowledged cx concern // Discussed and informed cx what happened just early this time as 360 tool isn't working properly and when tried to pull-up orders, just white screen showing // Adv cx downtime information and cx agreed to reach us back instead (Approved by El) // No changes this time Sales Related Info: (Handset/Tariff including term length and price): NA Complaints / Credits / Flags raised: NA

MPN: 07704517942 ASM**** Contact/CHAT ID: 4ee3ab64-c429-4da6-ba66-c2cff7aaf160 DPA & Caller Identity: Lauren Spoors Reason for the chat: Cancel sim contract Outcome of the chat: Cx confirmed due to network concern // Acknowledged cx decision and information, first, provided cx the network status and asked cx for confirmation if she really wants to cancel or like to receive updates instead for the issues, but cx never responded back on-set // So no changes on the acc. this time // Ended the chat after with SSO & closing instead Sales Related Info: (Handset/Tariff including term length and price): NA Complaints / Credits / Flags raised: NA

MPN: 07895771677 ASM**** Contact/CHAT ID: 9a5f10af-bd2f-45fe-bacb-a9e77b5234c4 DPA & Caller Identity: Miss Amber Sheilds Reason for the chat: Payments issue Outcome of the chat: Cx stated she's now fed-up as her payments won't reflecting and always received and see that it's still overdue // Acknowledged cx concern // Raised complaint, informed cx that this time, we're also experiencing system issues on our end and unable to view payment histories, but rest-assured cx and adv cx to reach back within 3-4 hours when tools is now ready, also, for the inconvenience, offered cx only 5.00 Goodwill & provided cx also exact billing account for her number // Cx understood and said it's all fine //Complaint closed Sales Related Info: (Handset/Tariff including term length and price): NA Complaints / Credits / Flags raised: Complaint: C-040825215-resolved and closed

ASM**** Contact/CHAT ID: 4b376ca0-7e9f-4bac-bef9-138671f64b4d DPA & Caller Identity: Mrs Karen Macadam (OTAC & SQA) Reason for the chat: Cx is unable to see and check her numbers linked to her VM account and O2 Account but got an access Outcome of the chat: Acknowledged cx concern // Raised complaint as cx is confused on why she can't able to linked and view her numbers // Apologized cx also discussed and informed cx regarding the on-going enhancements // Pitched and offered cx, cx chosen to get an iPhone 16 Pro Max in color Desert Titanium with 256GB of internal storage and with 25GB of data with Unlimited UK minutes and Unlimited UK texts for 50.64 total MRC as; 30.64 for the device monthly for 36 mos. and 20.00 for the chosen 25GB of tariff // Order was successful as per customer consent with order reference#: NC241183430 // Thought that cx understood that due to the ongoing issues and enhancements for log-in details, cx again open the topic and insisted on what to dos as she really also insisted that she don't have any problems of her emails, even if cx was advised already to contact her email provider and also, reach to nearest O2 Store for the advises of for us to check her phone and whatever causing the issues in personal as well, and or to contact Voice due to we can't yet also make any updates especially for email here // Due to the cx demands, as per approval of SME Gin, complaint assigned to SME Gin as cx wants to escalate further Sales Related Info: (Handset/Tariff including term length and price): NA Complaints / Credits / Flags raised: C-0508252033-complaint assigned to SME Gin as cx wants to escalate further

MPN: 07710863926 ASM**** Contact/CHAT ID: d6c6675d-e281-48ee-85aa-1a7165941650 DPA & Caller Identity: Mrs Zillah Potgieter (OTAC & KBA Address) Reason for the chat: Cx is wondering if there's any discount that we could provide for, as cx receiving pension credits now Outcome of the chat: Acknowledged cx concern // Provided cx steps on how to apply and SSO for some discounts for her situation // Pitched and offered cx instead on how about upgrading her SIMO Plan and offered cx better deals instead, cx was about to choose however, interested in getting a new device instead // Cx chosen the iPhone 16 128GB in color Teal with 25GB Classic of mobile data with Unlimited UK minutes and texts for 42.59 per month as 16.59 for the device and 26.00 for the tariff for 36 months contract applied with 100.00 voucher for the device // Raised complaint for the long process, cx accepted and was thankful for the 5.00 goodwill credit only // Complaint closed Sales Related Info: (Handset/Tariff including term length and price: Order reference#: NC241596797 Complaints / Credits / Flags raised: Complaint: C-0608253738-closed

MPN: 07713889936 ASM**** Contact/CHAT ID: 3392a8d5-aaba-405f-a036-034abf594c65 DPA & Caller Identity: Miss Alexandra Whait (OTAC & SQA) Reason for the chat: Billing Query Outcome of the chat: Confirmed to cx that the 15.00 extra is for her device O2 insurance, cx wants to remove it, acknowledged cx and provided cx number to reach O2 Insure // Discussed and informed cx the process as well // Pitched and offered cx, cx chosen to upgrade to a SIMO Plan with the Unlimited Plus Plan of data with Unlimited UK mins. and texts for 23.99 per month for a 24 mos. contract // Due to confusion caused regarding the O2 device insurance upon placing the order, raised complaint // And since process takes longer, apologized cx and since cx went on unresponsive already and never confirmed back, complaint was assigned to SME Gin for follow-up Sales Related Info: (Handset/Tariff including term length and price): Order #NC242326993-cx chosen to upgrade to a SIMO Plan with the Unlimited Plus Plan of data with Unlimited UK mins. and texts for 23.99 per month for a 24 mos. contract // Upgrade was not finished Complaints / Credits / Flags raised: Complaint: C-0808252524 since cx went on unresponsive already and never confirmed back, complaint was assigned to SME Gin for follow-up

AUGUST 13, 2025 *

MPN: 07444083814 ASM**** Contact/CHAT ID: 221ce538-f6d6-4c68-a610-6a64f57f1c89 DPA & Caller Identity: Mr Daniel Scott Reason for the chat: Refund request Outcome of the chat: Acknowledged cx concern // Discussed and Sales Related Info: (Handset/Tariff including term length and price): NA Complaints / Credits / Flags raised: NA

MPN: 07808229950 ASM**** Contact/CHAT ID: f70bf83e-4590-407c-9b2f-56cbec62d31d DPA & Caller Identity: Mrs Nicola Anne Bogle Reason for the chat: Would like to query charges on the account/Billing query Outcome of the chat: Cx asked about the 3 out of tariff charges on her latest bill, cx mentioned that she saw these were calls made in Ireland, but she thought Ireland was covered by her EU roaming; as she also expected that her summary page says “Roaming to a non EU country” // Acknowledged cx concern // Discussed and informed cx the process // Cx understood, agreed, and was thankful for the clarification // Pitched and offered cx as well but cx declined // Respected cx decision Sales Related Info: (Handset/Tariff including term length and price): NA Complaints / Credits / Flags raised: NA

MPN: 07783943817 ASM**** Contact/CHAT ID: 89ec6dd3-1174-48aa-8da6-94d6bd6e8b09 DPA & Caller Identity: Miss Joanne Ball Reason for the chat: Cx on-set asked as she needs to speak to the payment management team Outcome of the chat: Asked cx confirmation question on-set // Cx confirmed that her Mom passed-away, sympathized cx and acknowledged cx concern // Provided cx also SSO and as approved by TM Jodel; cx was transferred to PAYMAN team successfully for her payment extension request Sales Related Info: (Handset/Tariff including term length and price): NA Complaints / Credits / Flags raised: NA

ASM**** Contact/CHAT ID: 307c15ce-3364-43a7-8bc8-5d93e835e49e DPA & Caller Identity: Miss Jodi Spencer (OTAC & SQA) Reason for the chat: Cx asked why her Volts still not active VMAcct#: 988487301 Outcome of the chat: Cx confirmed the VM Acct. number and the exact Billing address // Adv cx the timeframe for the Volt benefits to be added as approved by SME Jas // Cx confirmed and agreed to wait // Pitched cx and cx mentioned she's interested to do an O2 SwitchUP, so since cx is now eligible, offered cx two tariffs and cx chosen to upgrade from iPhone 16 to her chosen iPhone 16 Pro with 50GB Plus of mobile data with Unlimited UK minutes and Unlimited UK texts for total of 57.84 MRC; as 29.99 for the tariff and 27.85 for the device for 36 months contract // Sent all the terms and conditions to cx and cx accepted and confirmed // Complaint for Volt also resolved as details passed as well already Sales Related Info: (Handset/Tariff including term length and price): Cx chosen iPhone 16 Pro with 50GB Plus of mobile data with Unlimited UK minutes and Unlimited UK texts for total of 57.84 MRC; as 29.99 for the tariff and 27.85 for the device for 36 months contract Complaints / Credits / Flags raised: Complaint: C-1808253937-resolved and closed