Unable to redeem free movie reward

Hi @user_a2f7ee, I'm sorry that there are still some issues with redeeming the Rewards! We'll be glad to dig into this further, we want you to be able to enjoy all the awesome stuff that you're eligible for! 

Please send us a direct message, 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.

 

I also can't redeem 'Creed' as a Free Movie Reward? When I select it from my TV (it shows up after I click "Xfinity" from my remote) it says "Sign in to your Xfinity Rewards Account to redeem the movie 'Creed' - Free, on us!"... So, I sign into "My Rewards", but the movie 'Creed' isn't listed, available to "Redeem", or "Free", anywhere on the "My Rewards" page. It also isn't listed under "Xfinity" on my TV anymore right after I do all the steps and try to "Redeem" it on any given day (Tuesday, February 14th; Thursday, February 16th; Friday, etc.) however, it shows up AGAIN on my TV as a "Free" and "Redeemable Movie" for "Rewards Members" the next day? Lather, rinse, repeat... What gives?

P.S. I had to call Xfinity, per a black box showing an error code covering my TV screen last night, and spent 1/2 hour on the phone just trying to get it to go away. When I asked the Xfinity Representative about this issue of not being able to redeem the advertised free movie from within the "My Rewards" page, I was told that free movies from on demand haven't been working for about a week now. I tried explaining it wasn't an "On Demand" movie, but supposedly available through the "My Xfinity Rewards" program, but the Xfinity Representative just kept stating the now obvious fact that there wasn't then, weren't, and haven't been, for at least a week now, any VIEWABLE "Free movies", on demand or otherwise. This is just ridiculous, and you, Xfinity, really don't care.

I can't locate my reward movie either. I have receipt but can't find it anywhere on xfinity. Chat doesn't respond to this question.  Reward program stinks