Visitor
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2 Messages
Diamond status lost
My account was diamond status after years being your customer. Recently got Internet Essentials and rep recommended and then created new account. Cancelled service on my old account and I am now a Silver member!
I hope there is a way to fix my member level and restore it to Diamond?
XfinityAldrik
Official Employee
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2.8K Messages
2 hours ago
Thank you for reaching out to us @user_yddh8z! As one of the eligibility requirements for Internet Essentials, you cannot be an existing Xfinity Internet customer or have not had internet within the last 90 days. It appears a separate account was created causing the new account to not be linked to the original account's membership status.
I would like to take a deeper look at both accounts. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
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.
You can see how to send us a direct message here.
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