Lost Diamond status

Thank you for reaching out on our Xfinity Community forums @user_xkfb7b! 

I can certainly understand your concern. After being an Xfinity customer since 2010, I know it would be disappointing to log in and see your status showing as Gold when you were expecting to retain your Diamond status after your recent move, especially after being advised that your status would carry over.

We'd be happy to take a closer look at your account and review what may have happened during the transfer of service. At your convenience, please send us a Direct Message with your full name, your current service address, and your previous service address. Once we have that information, we can investigate further and determine what options may be available to help resolve this for you.

We appreciate your loyalty over the years and look forward to assisting you.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (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.

Click Here For an example of how to send us a Direct Message.