U

Visitor

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2 Messages

Thu, Aug 12, 2021 2:09 AM

Closed

Recent move - purchased movies deleted

I recently moved into my fiancé’s house and transferred my Comcast service. We moved the same box and everything but all of my purchased movies are gone! Any ideas on how to get these back??

Official Employee

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378 Messages

1 y ago

Hello @user_ed550e! Thanks so much for taking a moment out of your night to leave a post on our community forum! I'm sorry to hear you're having issues with your on-demand purchases, but you have definitely come to the right place for assistance!

 

Xfinity TV customers who move but transfer Xfinity TV service to their new address can continue to access their purchases on their Xfinity TV Box through Xfinity On Demand and their favorite devices. Once you've completed the move/transfer process (online or by speaking to a Move Specialist), the movies and TV shows that you purchased through Xfinity should automatically be transferred to your new address.

If you didn't go through the move/transfer process, but disconnected your service and signed up for Xfinity service again at your new address, contact us to ask to transfer your purchases to your new account within 60 days of disconnecting from your previous account. If you don't complete this process within 60 days, your purchases may be deleted.

 

If the second portion is what happened to your account, please send our team a private 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 Private 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 live chat.

Visitor

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2 Messages

1 y ago

Thanks for the quick response! I did move using the online service. I thought I completed the transfer process completely as we signed up for a new cable package and that’s been updated on my billing. Is there something specific I need to do? Or is there another way to get the movies transferred/refreshed? 

Official Employee

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378 Messages

Hello @user_ed550e! Of course! That's what we are here for, to make sure you get taken care of! Since you went through the process yourself and still are not seeing your purchases, I would be more than happy to look into this more for you! Can I have you send our team a Peer to Peer message with your first and last name, along with your full-service address? This way I can see what happened and get this taken care of for you! 

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

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.
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Visitor

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1 Message

1 y ago

I have had the same issue all my movies have gotten deleted  I didn't have service for 6 months and I tried to restart it under my same old email they told me my movies would not be gone and that I can still watch them on xfinity to go that's not true. I think we should get a refund 

XfinityTony

Official Employee

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373 Messages

@user_df71d4, hello! Are you having an issue with recorded programs or movies that you purchased through Xfinity On-Demand?

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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