"We can't offer you rewards right now" when rewards always worked in the past

No other changes other than the speed. I can't access the rewards portal at all anymore, I just get that error. It's particularly irritating because I still get e-mails about rewards, so I should be able to access it.

@user_79aqmn what speed did you change to? When attempting to access the rewards' portal are you sign in using the Primary account holder credentials? Only Primary Xfinity IDs are eligible to join Xfinity Rewards.

@XfinityThomasC​ I changed to 500Mbps. I only have one credential on the account and that is what I am logged in as.

Thank you, @user_79aqmn

There doesn't seem to be anything that would cause you to lose your rewards' eligibility. I'd like to review your account to investigate further. I may need to get a ticket opened with the Xfinity Rewards to fix your access. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

@XfinityThomasC​ I have sent the message.