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Saturday, July 25th, 2026 7:49 PM

Tenure Bridge Broken After Move - Platinum Mobile Rewards Blocked by Bulk Internet Account

I have been a standalone Xfinity Mobile customer for over 5 years, which officially qualifies me for the Platinum tier. I recently moved into a building with bulk Xfinity internet. Due to an Xfinity system error during the move, my old account was fully canceled instead of transferred, which broke my tenure bridge. Frontline chat agents are refusing to help, claiming my bulk internet makes me ineligible and telling me I have to upgrade my Wi-Fi. Per official Xfinity policy, a move does not impact tier status, and my mobile tenure independently qualifies me. Can an official corporate employee please open an ECM ticket to restore my 5+ year history and activate my Peacock Premium benefit?

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Official Employee

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1.9K Messages

14 hours ago

 

user_sauc2p Thanks for submitting a post. I'm sorry for the confusion and frustration this has caused. There are some great benefits beyond the Peacock subscription with the Reward memberships, so I'd want to look into this as well. The main issue, I believe, is that bulk or community customers, who have services provided by the property management agreement, don't normally qualify for the membership program since services are provided to everyone living there. Because you have Xfinity Mobile, I think that should act as an additional service, and a separate paid one as well, that we can try to work with. We will need to submit a ticket to have this investigated, so please send our team a direct message with your full name and address.

To do so, click on the chat icon located at the top right of this forum's page.

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    How to: Direct messaging within the forum

 

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