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vspinnet
Rousing Reactor
Expressive Exchange
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45 Messages

Wednesday, December 13th, 2023 3:25 AM

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Why am I only at Gold Rewards?

Why am I only at Gold Rewards (5-7 years)? I'm pretty sure I've had an Xfinity account for at least 14 years. If I move to a new house while still maintaining an account, do I lose all the years before? If you look at my forum profile, it shows that I joined the forum in 2011. I had an account when Xfinity was Comcast.

Question

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Updated 

1 year ago

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Accepted Solution

XfinityKatie

Official Employee

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744 Messages

1 year ago

Hello @vspinnet we thank you so much for your continued loyalty to our services! We'd be nothing with amazing customers such as you, and we definitley want to ensure your tenure is reflected properly so you can get the best rewards available to you! When you move, the great news is your tenure with us does not reset as long as you reactivate services at any address within 90 days since you would only be considered a new customer if you haven't had our services for more than 90 days. Have you had your services active with us at different addresses over the last 14+ years? The ticket to get that tier updated for you is definitley the best route to go and should help get that all sorted for you!

[Edit: Adjusted last sentence to include info on ticket being opened]

(edited)

5

vspinnet

Contributor

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45 Messages

In the last 14+ years, I've lived at two addresses. In that time, I've always had Xfinity. When I moved they transferred my services to the new location.

1 year ago

0

XfinityKatie

Official Employee

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744 Messages

@vspinnet We do apprecaite you taking us with you when you moved and continuing our services for so long.  It is possible that the transfer didn't get attached to your account properly for your rewards status to be reflected, however, since you mentioned a ticket has been opened, we're on the right path for this. That is exactly what our team would have done, so you should expect to see that tier update! Normally an email is sent your way, so you should receive that once your tier has been updated. I would keep an eye out on that email to ensure that gets updated as you need!

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
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
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

1 year ago

vspinnet

Contributor

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45 Messages

Just an update: They ended up giving me Platinum, and not Diamond. I called Xfinity and spoke with a tech, and she told me that I had an account with Xfinity since 1998 without any interruptions, but the date for rewards kept giving her the date we moved to our new address, and so she's submitted a new ticket for it to be resolved to Diamond. Hopefully, I don't have to call again.

1 year ago

0

XfinityRaf

Official Employee

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880 Messages

Glad to hear that everything is moving forward with getting your Rewards status updated @vspinnet. We'll check back in with you in a few days to see what the status is. 

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

1 year ago

0

XfinityKatie

Official Employee

 • 

744 Messages

Hello @vspinnet I wanted to check in with you to see if you are seeing your reward tier has been updated to Diamond yet? Please let us know, we definitley want to ensure you have the correct tier!

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
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
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

1 year ago

0

vspinnet

Contributor

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45 Messages

1 year ago

@XfinitySupport put in a ticket for me to get it fixed.

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