ECM Hates TR
Use to submit a complaint of damage caused to someone's house, lawn or other personal property during a service installation, trouble call or special request.
Damage Complaint
Used for missed appointment, incomplete work, left equipment, out of service post-visit same day and disputed not-home scenarios.
Tech Go Back - Same Day
We value the safety of our employees and our customers and want to ensure you have a way to escalate security issues quickly and easily. (Threats or Acts of Violence, Employee misconduct, Theft of company or customer property, and Harassing behavior toward employees or customers).
Security Issues
Used for Tier 2 support for customers with disabilities. Chat Hours: 8AM-11PM EST
Accessibility Support
Used to request install, Change of Service, equipment changes, disconnects, or billing issues involving code adjustments for police/fire departments, public works, library or municipal buildings.
Municipal Inquiry
Used when customer reports our lockbox/pedestal is opened, damaged, or the cover needs replaced.
Damaged Pedestal/Lockbox
Used for technician estimated time of arrival (ETA) when it is still less than 2 hours past the appointment window.
Where's My Tech/ETA
Used for specific Inventory related errors for Comcast rental/leased equipment.
Inventory Management
Use for changing ownership of an account.
Account Change Request
Used for real-time chat support with NETS for Advanced Repair.
NETS Support
Used when builder/new developer has an open trench or pole work needing to be completed and is requesting Comcast construction teams complete the work within a given time frame.
Open Trench / New Developer Inquiry
Used to escalate pending commercial appointments for a sooner date/time.
Commercial Quota Escalation
Storm Ready WiFi support for defective device within warranty
Storm Ready WiFi
Request Broadband or Mobile Facts for plans missing from the account portal or website.
Broadband and Mobile Facts Request
Used for help with concerns about our Privacy Policy, Data Collected by Comcast, Opt-Outs of Marketing Emails, Affiliate Sharing or Audience Measurement.
Privacy Request
Use to escalate for sooner appointment and no quota requests, for Residential customers. Must have job already created. For West Division customers, use for FUTURE DAY (not for today) requests only.
Quota Support
Used to recognize and celebrate moments in our customers lives.
Xfinity Love
Used by warehouse to report equipment in hand requiring removal from an account.
Warehouse Equipment Removal
Used for general support, escalation, and order support around Internet Essentials services and the ACP program.
Internet Essentials
Used to request changes to an existing Seasonal Convenience Plan or to restore an account from a Seasonal Convenience Plan.
Seasonal Escalation
Used for escalating refer to maintenance requests that are marked completed with continued issues, never ordered or if a trouble call is refused.
Refer to Maintenance
Used for help with enrollment, tier disputes and reward issues.
Xfinity Rewards Support
Used to get help with WiFi Boost Pod warranty replacements, xFi Complete issuance, and WiFi Boost Pod 30-day guarantee returns.
WiFi Boost Pods
Used when a member of the armed forces wants to disconnect their account due to deployment, transfer location on active duty, and/or would like to place the account or telephone number on hold.
Military Change Request
Used when encountering issues/errors during Xfinity Voice order entry.
TN Administration