Visitor
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2 Messages
Account split after adding internet - platinum tier status incorrectly reset
I have been a continuous customer and have earned my platinum tier status. Recently, I added home internet to my existing services. Instead of adding it seamlessly, the automated system generated an entirely separate, second account number under my profile.
A representative told me that because internet is now my 'core,' my tenure is reset and I am considered a new customer. This directly violates Xfinity's written policy stating that the longest-tenured account determines the household rewards tier.
XfinityFrank
Official Employee
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2.3K Messages
7 hours ago
Hi there, @user_jxjp9b. Thanks for reaching out to us here on the Community Forum. It sounds like a second, new account was created here. When that happens, you're considered a new customer and the Member Rewards tier is adjusted accordingly. We can fix it by cancelling the new account and restarting your old account and rates.
Please send a direct message to us including your full name and complete street address.
Here's the detailed steps to direct message us:
1-Click "Sign In" if necessary.
2-Click the "Direct Messaging" icon.
3-Click the "Start new conversation" (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.
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