Rewards status not reflecting years of service at previous address

I had Comcast/Xfinity service at my prior residence for 12 or 13 years, I purchased a new residence and had overlapping service for 4 months and have now had service at the new address for one year. My total years of service should be 13 or 14 years placing me at Platinum level, but my account for my new address is only showing Silver level. How do I get these years combined and updated to reflect the higher rewards level?