missing xfinity diamond member benefits

Hi, @user_9q9tfl. Thank you for reaching out, and first of all - congratulations on being a Diamond member! We truly appreciate your loyal 14+ years with Xfinity, and I am so sorry to hear you've missed out on your weekly movie rewards. Let's get this sorted out for you. To help us get those Thursday rewards loading correctly again, please try these quick troubleshooting steps:

1. Try a Different Device/Browser: Sometimes, stale cache causes the rewards page to freeze. Try logging into the Xfinity Rewards Portal using an incognito/private browser window, or try the Xfinity App on a mobile device.

2. Check Primary Account Credentials: Make sure you are logging in with the Primary user credentials (the main account holder's email/username). Secondary accounts often do not have permission to view or redeem tier-specific rewards.

3. Clear App/Browser Cache: If you are using the Xfinity App, try signing out, clearing the app's cache in your phone's settings, and signing back in.

And if you're still not seeing them, please send us a direct message with your full name and service address. We can look directly into your backend account status, ensure your Diamond tier is properly provisioned, and see if we can manually apply a credit or find a way to make up for those missed movies!

How to send us a direct message:

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.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!