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user_7jj3p7
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Friday, January 23rd, 2026 3:31 PM

Diamond tier Membership program

Having been a Comcast/XFinity customer since 2011, I was notified that I am automatically enrolled in the Diamond tier Membership program. The very first discount perk listed is: "Unlimited mobile line included for 1 year with internet." I tried to activate the reward from within my main account, but it was not listed. Called customer service and was told that because I already have an existing Mobile number with Comcast, I was not eligible for the reward - it only applies to activation of new Mobile accounts. Again, the promotion states that "mobile line is included" and I cannot find any exclusion for existing accounts stated anywhere in their terms. So, the fact that I have been a loyal customer with multiple accounts (Internet, Phone and Mobile) disqualifies me from these cost savings? That is one convoluted way to show appreciation for a long-time customer! Moreover, the false advertisement constitutes a gross misrepresentation on their part.

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59 minutes ago

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user_27qyty

Visitor

17 hours ago

I agree completely !!!  I have, non-contract high-speed internet and

Phone accounts. I can't transfer into a non-contract fixed for 5 years and a free phone for 1 year acct, for half the price !!! I'm also a special diamond member. [Edited: All Caps]

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XfinityKassie

Official Employee

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2.2K Messages

@user_7jj3p7 Good morning! We appreciate the feedback, and reaching out to our Xfinity Forums Team. We just relaunched our new Xfinity Rewards Program, to the Xfinity Membership. The feedback is important for us to make corrections quickly, and work to see how we can have a better customer experience. That said, I'd be happy to look into your account, and see what 5 year options we have available in your area. To begin, please send a Direct Message with your name, and service address. I look forward to hearing from you!

 

Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window 
Press Enter to send it

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 hours ago

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user_PH1023

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3 Messages

4 hours ago

Hello.  Customer here with well over 10 years of customer loyalty so now have Diamond Status. Got your email 2 days ago on 1/20/26 advertising my "new" Diamond membership.  However, whenever I click on Membership Benefits after logging into my online account via PC, I keeps showing I am not eligible. Nice offer to win two VIP tickets to the Super Bowl. However, after spending much time on the phone with your agent(s) yesterday they were not able to fix this issue., which may be elevated to senior tech support for a two week fix window.  It appears this problem is widespread.  Any idea when this will be fixed?  And was anyone actually able to enter this BAHC Live/Superbowl contest? 

Here's trying to be a patient customer.

Regards, 

Pete [Edited: "Personal Information"]

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XfinityAirelle

Official Employee

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3K Messages

 

user_PH1023

Hello, and thank you for taking the time to share all of that with us. We definitely understand why this would be frustrating, especially after receiving the Diamond status email and then hitting a wall when trying to access the benefits. After more than 10 years with us, you should absolutely be able to enjoy what comes with that membership.

 

What you’re running into is a known issue that’s impacting some Diamond and Platinum members where the Xfinity Rewards page incorrectly shows “not eligible” after sign-in, even though the account does qualify. You’re also correct that this has been more widespread, and our backend teams are actively working on it. That’s why the agents you spoke with weren’t able to apply a quick fix on the spot and mentioned escalation and a longer resolution window.

 

As for the Super Bowl and BAHC Live contest, yes, customers have been able to enter, but only once their Rewards profile is properly reflecting their Diamond status. If the eligibility page isn’t loading correctly, it unfortunately blocks entry until the system syncs correctly. That’s exactly what the engineers are working to resolve right now.

 

We know it’s not ideal to hear “we’re working on it,” especially when there’s a time-sensitive reward involved. While we don’t have an exact ETA yet, the issue is actively being addressed, and once the fix is in place, your Diamond benefits and contest access should display correctly without you needing to take additional action.

 

We really appreciate your loyalty and your patience here.

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 hours ago

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XfinitySara

Official Employee

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2.3K Messages

2 hours ago

Hello, @user_7jj3p7. Thank you for leaving a comment on another user's post, which we've converted into your own post to ensure we properly address your particular account and concerns. In the world of telecom, a "line" usually refers to a new number or a port-in from a competitor. Existing lines are almost always excluded from "included" or "free" service offers because we're already collecting revenue on them. While this may be frustrating, I ensure you that we are here to help! Would you like for our team to take a closer look at your membership status and available rewards? We're also experts in all areas of your account, services, equipment, bill, and more. So, it would be my pleasure to answer any other questions you may have at this time.

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user_7jj3p7

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Your Membership program ostensibly rewards customers' loyalty with discount benefits. However, according to your convoluted policy, the very fact that we have been loyal customers with long-term multiple services disqualifies us from those purported benefits, thereby rendering them worthless to us. How many customers at a Diamond tier level don't already have Mobile accounts bundled with their plans? Your exemption policy for existing lines is absurd! Can you provide any disclaimer documentation that details this exemption policy, specifically with regards to this "Membership benefits" promotion? Numerous requests to your "Customer Support" staff (and, based on this and the majority of previous experiences, I use that term with utmost consternation) has failed to yield any satisfactory result.

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2 hours ago

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XfinitySara

Official Employee

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2.3K Messages

@user_7jj3p7 - I completely hear where you’re coming from, and I want to be very direct with you: I agree that it feels contradictory. You’ve been with us since 2011 - that’s 15 years of loyalty - and the last thing we want is for a 'Diamond' reward to make you feel less valued rather than more.

 

The specific 'Mobile Line Included' perk is currently structured in our system as an 'add-a-line' benefit to help Diamond members expand their households. However, I realize that for a customer like you who has already committed to our full suite of services, that doesn't feel like a reward; it feels like an exclusion.

 

Because you’ve been with us since 2011, I want to make sure we aren’t just giving you 'available' rewards, but 'meaningful' ones. Since that automated mobile credit won't apply to your existing line, I’d like to manually review your account for a loyalty service credit or a plan refresh.

 

My goal is to find an equivalent monthly saving that honors your 15-year tenure without forcing you to add services you already have. Let’s look at your current Internet and Mobile bundle together to see where I can apply a Diamond-level discount manually. How does that sound?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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59 minutes ago

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