Visitor
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2 Messages
Sever Account Sabotage: Multiple Strategic Disconnects by Phone Agents & Provisioning Lock
Filing a formal complaint on 3 separate customer service reps who intentionally engaged in metric manipulation, deceptive practices, and hostile call abandonment on 8-22-2026.
My account was severly throttled 2 weeks afer an equipment return. When I provided mathematical proof of a server-side provisioning mismatch, the following actions occurred:
1. Agent 1 (~3:30 PM) Refused a Tier 2 Transfer, falsely claimed my retail hardware was corrupted to force a technician visit, and executed a Strategic Disconnect (hung up on me) to protect their call performance metrics.
2. Agent 2 (~4:30PM): Stated a supervisor transfer was impossible, claimed my software/firmware problem was 'because of the manufacturer; call them.' After I forced them to open an ECM ticket, this agent rolled back my internet profile and abandoned the line.
3. Agent 3/supervisor Queue: After an extended hold of 20 minutes, picked up, parroted the previous scripts about manufacturer/technicians, completely dismissed the technical diagnostic data, and hung up.
Xfinity's backend servers continue broadcasting a corrupted TR-069 configuration file that completely locked me out of my customer-owned Motorola gateway - I can't even use my admin panel.
I demand a formal internal Quality Assurance audiotape audit of my interaction history logs for today. I want those 3 agents flagged for behavioral coaching and metric manipulation. I expect my standalone data profile to be manually restored to the correct 100 Mbps 'Connect More' boot file via the active ECM ticket immediately.
XfinityJon
Official Employee
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1.7K Messages
13 hours ago
Good evening user_sltj3x I can assure you this is not the experience we want for you, and I will be happy to assist further. In order to look into this in more detail, I will need some additional information.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.
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user_sltj3x
Visitor
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2 Messages
8 hours ago
Update: whoever's working the backend system automatically closed my ECM ticket as 'Resolved,' but my download speed plummeted back down to a hard-capped 3Mbps. Proves it's an unresolved server-side MAC address database conflict, probably from when I returned old equipment and un-bundled my internet service from cable. I'm still completely throttled.
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