Rewards

Wow, 25 years is incredible, @vett1! We appreciate your loyalty!

 

This FAQ about the Xfinity Rewards program has lots of great information, including how the tiers are determined:

How is my loyalty tier status determined? What if I think I'm in a different tier?
Your Xfinity Rewards tier status is determined based on how long you’ve had continual service with us. We use your service activation date to determine your status. If you’ve left Xfinity for 90 days or more, your status will be based on your most recent service activation date.

The Xfinity Rewards Terms and Conditions provides more details. If you believe you may be in a different tier, please visit the Xfinity app or xfinity.com/Support/Rewards

If you have had continued service with us for the last 25 years, please let us know so we can make sure to get the Rewards tier reviewed for you! You can send a direct message to us by using the following instructions: 

(Full credit to @BruceW for this excellent explanation and @Again for the picture!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon:

 

 

or https://forums.xfinity.com/direct-messaging

 • 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

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.