Requesting Status Update on Open ECM Ticket

Question

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

KRAZYGUY2BAD · Answer

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

Billing

KRAZYGUY2BAD

Requesting Status Update on Open ECM Ticket

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