Contributor
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36 Messages
Why am I not Eligible for Xfinity Rewards when my account seems to meet the criteria
Posted this in a different thread, but created a new one, since that other thread was shut down. I'm an Xfinity customer for over 20 years. I did move about 3 months ago, but both of my accounts use the same primary email and are linked. I have internet service only. On the previous thread: https://forums.xfinity.com/conversations/customer-service/rewards-program/610a96c7ff99d14ca21db946?commentId=616ecf69356f1c35c0aa9261
I've always paid on-time and I am using my primary ID.
Things I've tried:
- Calling Xfinity
- Emailing Xfinity
- Chatting with the Xfinity Bot
- Direct Messaging with Xfinity Support through the chat on this forum
No luck getting any good answer on why I'm not eligible for support. Although DM support has asked me all different questions about who I am and my account info.
These are the latest responses from the Direct Message Chats:
Hi there! Thanks for taking the time to reach out today. I have taken a look at the ticket we opened and it looks like you are not eligible for Xfinity Rewards at this time. There are few reasons you may have received this message:
Only primary Xfinity IDs are eligible to join Xfinity Rewards. If you’re trying to join using a non-primary Xfinity ID, you’ll receive this message.
Not all account types are eligible for rewards. If you’re trying to join using the primary Xfinity ID and still receive this message, it could be because your account isn’t eligible.
We hope this information helps! Lert us know if you have any questions!
and this:
Eligible accounts must meet the following criteria:
Primary users only (non-secondary)
Must be 18 years of age or older
Have at least one of the following Xfinity services:
TV
Voice
Internet (including Internet Essentials customers)
Home
Xfinity Mobile only - customer must have had core services at time of enrollment.
Xfinity ID created for logging into My Account
Internet Essentials
Ineligible accounts are as follows:
Commercial/Business
Bulk
Prepaid
On Campus
Employee
Most of the above is stuff from the Xfinity support web-pages, that I can find on my own. If someone from Xfinity can actually tell me why my account isn't eligible I'd appreciate it.
mogulman
Contributor
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36 Messages
3 years ago
after a few weeks:
Thank you so much for your patience while you wait for our response Jeffrey. We do apologize for not getting back to you as promised, that is never the experience we want you to have with us.
I was able to look into the ticket that was submitted and at this time the ticket states a resolution of your account is not eligible for the Xfinity Rewards. Thank you for allowing us to investigate and for being with us. Please let us know if there is anything else we can assist you with as we are always here and happy to help you!
So useful.
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user_321632
Visitor
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3 Messages
3 years ago
I'm having the same problem and getting no help. Xfinity agents keep telling me it looks like I should be eligible and say they'll fix it and then nothing happens.
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user_321632
Visitor
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3 Messages
3 years ago
According to the eligibility rules for Xfinity Rewards (https://www.xfinity.com/Corporate/Customers/Policies/rewards), my account should be eligible. It's so difficult to get any useful support from xfinity. I'm considering cancelling as soon as I can. It's ridiculously frustrating
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mogulman
Contributor
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36 Messages
3 years ago
Yeah. I gave up. What is supposed to be an enhancement to keep loyal customers, turned into sad sad detractor for Xfinity in my opinion. Especially the amount of time I spent trying to get them to fix it. Ahh well. If the competition ups their fiber speeds I'm out.
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user_c290fe
Visitor
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4 Messages
3 years ago
Their support is useless. I keep getting messages that i'm a diamond reward member. but i can't access any rewards. been over a month now. If i had another real option, i'd be gone.
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mogulman
Contributor
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36 Messages
3 years ago
Ok.... I had two accounts linked to my login. One account was from a previous address. I could never get that account removed. Today, I was finally able to remove that old account (unlink it). Now I can get into Xfinity rewards. Of course, it only shows 0-2 years, silver level of service. Which is wrong, but I can get into rewards now.
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user_7510a6
Visitor
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1 Message
3 years ago
I have been a customer for 19 years and am getting the same blanket, non helpful responses. And forget tech support. They claim I am
eligible and will be able to join in “ 24 hours” and that does not happen!!
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