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user_5h2crj
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Monday, December 15th, 2025 11:41 PM

lost rewards after move

Hello, I recently moved ~30 minutes away and did the move process through Xfinity. I have a new account number and I've gone from Platinum rewards to not being eligible. Everything I've read on here and the FAQ suggest I shouldn't lose rewards status. How do I go about carrying over tenure to this new account # so that my rewards can be reinstated? Thanks!

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10 hours ago

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XfinityQuemekia

Official Employee

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774 Messages

10 hours ago

Hey there @user_5h2crj! Congratulations on your move! Your Xfinity Rewards tier status is determined by your total tenure with us and should not be impacted by your move. It sounds like your rewards didn't bridge over to the new account number correctly. Often, the status appears "missing" because the new account hasn't been linked to your existing Xfinity ID. You can manually link your accounts by signing in to your Xfinity ID, going to Account and Identity, and selecting Manage and link accounts.
Let me know if this works.

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user_5h2crj

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2 Messages

10 hours ago

Thanks for the reply! When I go to that section it does show my current address as default and my previous address as linked and inactive. 

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XfinityQuemekia

Official Employee

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774 Messages

Thanks for confirming! @user_5h2crj 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 into this for you.

To send a Direct Message: 

 

Ensure you are logged in

 

  • Click the "Direct Messaging" icon 
  • 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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