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mst1993
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9 Messages

Tuesday, April 15th, 2025 4:05 AM

Unable to get Xfinity Rewards tickets for Universal Orlando Resort

For the past couple of days now I have been trying to purchase "3 Day Xfinity Rewards Tickets" but it does not work. I understand that certain rewards are not always available but there are no messages indicating that no tickets are available. Instead it just seems that the website is broken.

Here is the link: https://www.universalorlando.com/web-store/en/us/xfinity/special-offers

If you try to add a ticket by clicking the PLUS sign, it stays on ZERO and says "Sorry, you can only purchase 0 number of this item in one transaction. Please complete another order to make additional purchases."

If I click on "Extras & Events" at the top, I am able to select "1 Day VIP Experience Xfinity Rewards Ticket". Then on the next page I can successfully select a number tickets but when I then click "Next" I see a blue spinning wheel of death that never ends. I have tried this on macOS, iOS and Windows devices in different locations with different web browsers and reset the browser cache. Apparently the interface is BROKEN and has been broken for days. Please look into this and fix it. I would still like to get tickets for next week if possible!

Question

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Updated 

1 month ago

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2

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XfinityBillie

Official Employee

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3.3K Messages

1 month ago

 

mst1993 Hello and thank you for taking the time to reach out to us here on our Xfintiy Forums! I can definitely understad the frustration if you haven't been able to complete your transaction for tickets to Universal. Our team is happy to look into this further with you. To get started please send us a DM to Xfinity Support with your full name and address.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

 

12

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mst1993

9 Messages

@XfinityBillie​ Thanks for reaching out. I started the conversation following your guide and your team created a ticket. They were able to reproduce the issue and are looking into a fix and a temporary workaround. I hope that I can still use the Xfinity rewards for tickets next week!

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1 month ago

0

mst1993

9 Messages

ECM Ticket [Edited - Privacy]

(edited)

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1 month ago

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XfinityMatthew

Official Employee

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169 Messages

Just checking in. Waiting on a response for the ticket. Continuing to monitor this and will provide any updates when they become available. 

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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1 month ago

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XfinityMatthew

Official Employee

 • 

169 Messages

Hey Alex. Just received a response from my ECM team. They confirmed everything on the rewards end was redeemed correctly. It appears to be an issue on Universal's end with the site. The person working the ticket is sending over some information regarding your case. The main important thing she gave was the phone number to Universal's ticket order support center. 407-224-7840. You will want to reach out to them and let them know you have the Xfinity Rewards redeemed and they should be able to help order what you want. 

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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1 month ago

0

mst1993

9 Messages

Hi Matthew, thanks for getting back to me but that honestly does not sound like it will get me anywhere. When I called Universal on Monday before reaching out to you, they had not even heard of the Xfinity Rewards. They are utterly clueless and I feel like I am getting the run around. The ticket email I received was pretty much useless, telling me to use the same link WHICH STILL DOES NOT WORK as you know, because you tried it yourself.

What I expect you and your team to do is to take ownership of the issue and see it through to completion: Xfinity should reach out directly on the backend to Universal to have this fixed ASAP as this apparently affects every single Xfinity rewards member and not just me. Surely it cannot be a good look on Xfinity to advertise rewards that in reality do not actually exist/work.

If you want to me to call Universal as a workaround to get the tickets that is one thing (IF IT WORKS OUT) but I need you to the groundwork of talking to someone at Universal and make sure they understand the situation and are able to help. Happy to get on a three-way phone call to work this out. You should have my number from the chat yesterday. Otherwise I can IM you directly. Please don't leave me hanging!

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1 month ago

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mst1993

9 Messages

1 month ago

While the three day tickets work now the VIP one day tickets are still broken. Are you working on a fix?

2

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XfinitySara

Official Employee

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1.7K Messages

@mst1993 - I was just working on a direct reply to you in our private thread. Thank you for reaching out to ask! I'll meet you there (in our direct messages) momentarily. Remember, you don't need to send both direct and public messages for us to receive notifications. If you remain patient, our team will always do its best to respond as quickly as we can. Thanks again!

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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1 month ago

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Proclus45

Visitor

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2 Messages

It only allows you to buy tickets for April. What about May and or June?

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1 month ago

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