Notes

ECM ECM is a single, unified platform for submitting tickets, making it easier to track case statuses, see a customer’s entire ticket history, review metrics and more. Learn more about ECM.
Open ECM from the Useful Links section of Einstein 360.
On the ECM homepage, select the topic the issue corresponds with.
Upon clicking on the topic, you'll be able to browse all Problem Types by category.
Select the Problem Type needed to escalate the issue.
Input the customer's CSG Account Number, Orion Site ID or Phone Number.
Note: If the escalation is for a non-subscriber, select the Non-subscriber option under the Subscriber status when available.
The customer’s information will populate automatically once you enter the CSG Account Number, Orion Site ID or Phone Number.
Complete the Required information for that problem type. When it's requested can be found on the right side of ECM.
Click Request Assistance or Submit, when you’re ready to begin.
If chat fix agents are available for that problem type you, you'll be taken to a live chat.
If there are no fix agents available or no chat option for that problem type, a case will be created
Account Change Request-Use for changing ownership of an account.
Xfinity Rewards Support -Used for help with enrollment, tier disputes, and reward issues.
WiFi Boost Pods -Used to get help with WiFi Boost Pod warranty replacements and returns.
Appointment or field escalation--
Damage Complaint Used 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.
Damaged Pedestal/Lockbox --Used when a customer reports our lockbox or pedestal is opened, damaged, or the cover needs replaced. 5-7 WORKING DAYS
Drop Issues --
Used to escalate downed or low-hanging lines and/or hazardous drop concerns.

Follow the Drop Issues Interactive Troubleshooting Guide (ITG) for low-hanging or down aerial lines before submitting the ECM case.
ID SERVICE NOT WORKING FOR CYSTOMER 14 DEAYS
TECHINCIAN GO BACK
IF CX MISSED AN APPOINMENT INCOMPLTE WORK EITHER TECHINCAN FORGET HIS TOLL
IF CX CX COMES ON THE SAME DAY BEFORE 3 TECHINCAN WOULD BACK ON THE SAME DAY
WHERE IS MY TECH************************************************************************************************
customer node special number we can check on overview
Bill Payment Options for Customers****************************
Locations accepting Comcast payments.
Methods of payment accepted at each location.
Convenience or agent-assisted fees.
Length of time for a payment to post to the account.
Information required for a customer to make a payment through self-service.
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Payment Posting Timelines***********************************
Once processed by Comcast, payments will take approximately one to two business days to post to the customer's account in all markets for any method of payment:
Payments made by 6 p.m. local time will be processed the same day.
Payments made after 6 p.m. local time will be processed the next business day.
For mailed payments, it could take up to 10 days based on local postal service.
Third Party (non-Comcast) Payment Centers:
Contracted Locations: Payments will post in one to two business days to the customer's account.
Non-contracted Locations: Payments may take several days to post to the customer's account.
Online
One-time payment
Automatic monthly payment (automatic payments)
eChat
Comcast gift card
Check
Electronic funds transfer (EFT)
Credit card
Xfinity app
One-time payment
Credit/debit card, including entering card information using a smartphone camera
Check
Stored payment method on file
None Function available for:
Apple smartphones with iOS 14 or above
Android devices running Android 7.1 or high
By phone (agent or IVR)
One-time payment
Automatic monthly payment (automatic payments)
Check
EFT
Credit card
Local Agent Assisted Payment fees may or may not apply. 1-800-xfinity

Select Bill Payment option.
Payment kiosk
One-time payment
One-Time payment
Cash
Credit card
Debit card
Some local markets may charge a fee for payments Located inside Xfinity Retail Store lobbies

Note: Kiosks do not issue change for cash payments. The full amount of the cash entered into the kiosk will be applied to th
Comcast Service Center and Xfinity Retail Stores
One-time payment
Cash
Money order
Check
EFT
Credit card
Some local markets may charge a fee for payments if there is a payment kiosk in the lobby. Use the Store Location link through xfinity.com.
By mail
One-time payment
Check
Money order
None Xfinity TV, Xfinity Internet, Xfinity Voice

Read about what to do when the return envelope is lost.
Third Party (non-Comcast) Payment Center
One-time payment
Cash only
$1.50 through contracted Western Union locations. (Non-contracted third party fees vary by location.) Contracted Western Union locations can be found at 800-325-6000 or at westernunion.com.

Non-contracted locations vary by region. We do not keep records of these locations.
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Information Required for Payments Through Self-Service***********************************
*****************************************************************************************************
Customer Type Account Information Required Customer Information Required
Xfinity Internet customers Primary Xfinity Email address/Xfinity ID and password
Credit/Debit Card Payment: Card number, expiration date, and CVV.
The CVV number is located on the front of American Express cards (four digits) and on the back of all other cards (three digits).
EFT: Checking or savings account number and bank routing number.
Xfinity TV or Xfinity Voice customers with an Xfinity ID Xfinity ID and password
First-Time Xfinity TV or Xfinity Voice customers
Xfinity Voice number associated with the account
Comcast account number or Social Security number (SSN)
Xfinity Voice number associated with the account
Comcast account number or SSN
Credit/Debit Card Payment: Card number, expiration date and CVV.
The CVV number is located on the front of American Express cards (four digits) and on the back of all other cards (three digits).
EFT: Checking or savings account number and