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Visitor

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2 Messages

Sunday, July 9th, 2023 9:01 PM

Closed

Lost All After Transferring Services to New Address

Last September, I moved from western Massachusetts to the North Shore.  Approximately one month before my move, I went in-person to an Xfinity store and spoke to a Customer Service rep about moving my services.  He went into the computer, pulled up my account, and entered the details for my upcoming move. I thought I would be all set, but that was not the case.

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I’ve been a Comcast/Xfinity in good standing for decades, and was at the Diamond Tier in the Rewards program.  Over the years, I accumulated a large library of movies I purchased through Xfinity OnDemand.  I purchased movies, rather than renting, because I was told that if I moved, ALL would be transferred with my services.  Instead, after I moved, I lost hundreds of movies, worth thousands of dollars. I also lost my Diamond Tier Reward status which I earned after decades of being an Xfinity customer. There must be some way of resolving this, especially when I purposefully chose to keep my Xfinity services at my new address rather than choose an alternative.

Official Employee

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2.2K Messages

2 years ago

Hello, @user_993b7d ,thank you so much for your post on your purchased movies after your move and your rewards' status. It sounds like there may have been an issue during your transfer that did not link your old account to your new one. With purchases those are yours even after you leave Xfinity and can be accessed via the Xfinity Stream app still.  If you disconnect all of your Xfinity services, you can continue to watch purchased titles using Xfinity Stream (xfinity.com/stream). You’ll need your primary Xfinity ID and password to access the Xfinity Stream portal and Xfinity Stream app. 

You can check out that purchase information here: https://www.xfinity.com/support/articles/important-information-when-canceling-services

As for your rewards status as long as the old account was also in your name that can be corrected to ensure you do get to take advantage of your Xfinity rewards. You can also use the Primary Xfinity ID you have set up in the Xfinity assistant using the Xfinity app to report your rewards' status is incorrect and have a ticket opened with our rewards team for help that way as well. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look getting your rewards' status updated and see if we can move those purchases over from your old account this. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

Here's the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message

Visitor

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2 Messages

@XfinityAmandaB​  Hi Amanda, I only have an iPhone and iPad and cannot find the “peer to peer chat” icon … are there different instructions when using either of these devices?  Thank you for your help!

Official Employee

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2K Messages

@user_993b7d 

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

 

Click the "New message" (pencil 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

 

- An "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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