Skip to main content
KRAZYGUY2BAD's profile
KRAZYGUY2BAD
1st Like
1st Reply
1st Topic

Frequent Visitor

 • 

8 Messages

Friday, July 24th, 2026 6:16 PM

Requesting Status Update on Open ECM Ticket

Hello. I am writing to get help from a corporate Digital Care agent regarding an open ECM ticket. A recent service order was incorrectly cancelled, and front-line customer service is refusing to return my account to my prior service level and billing rate. I was offered an alternative price but told it would take 2 to 4 weeks to process, which is unacceptable for an error made on my account. I need an official employee to review the open ECM case, restore my previous service tier, and correct the billing immediately. Thank you

Question

 • 

Updated 

2 minutes ago

9

1

0

Oldest First
Selected Oldest First
KRAZYGUY2BAD

Frequent Visitor

 • 

8 Messages

1 hour ago

I upgraded to a 2Gb plan yesterday after an agent explicitly promised symmetrical 2Gbps upload and download speeds. After activating, I discovered my upload is provisioned at 250 Mbps because I use a customer-owned Hitron CODA56.
When I called to reverse this due to the misrepresentation, agent refused repeated requests to do so or cancel. 
Retention agreed to return me to my prior legacy plan/pricing and apply a $20/month courtesy discount for the error. However, the agent filed this via an ECM ticket and stated it would take 2 to 4 weeks to process. Even worse, subsequent agents cannot locate this ECM ticket in the billing system.
I am well within my 30-day money-back guarantee window and refuse to let an internal backend delay run out my consumer protection timeline. I have already filed a formal ticket with the FCC regarding this bait-and-switch marketing and the subsequent delay in restoring my previous service tier.
I need an On-Site Digital Care Official or Corporate Escalation Agent to manually locate this ECM request and restore my previous tier with the promised billing reduction immediately. Please send a DM to initiate a secure account review. Thank you

1

0

XfinityCliff

Official Employee

 • 

440 Messages

Hello @KRAZYGUY2BAD and thank you for posting your concerns and your experience on our Xfinity Community forums. 

I can certainly understand your frustration, especially after being given conflicting information and having difficulty getting updates on an open ECM request. We appreciate you bringing these concerns to our attention.

Please send us a Direct Message* with your full name and service address, and we'd be happy to take a closer look at your account and review the details of the situation. We'll do our best to help and provide any available updates regarding the open request, and assist you with addressing your concern. 

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

Like

Reply

2 minutes ago

0

forum icon

New to the Community?

Start Here