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user_byux3b
1st Topic

Visitor

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2 Messages

11/05/2026 7:15 PM

Wrong movie received

Claimed reward Lord of the Rings, Fellowship of the Ring, extended version. But received Lord of the Rings, Fellowship of the Ring, regular cut. This version is missing 30 minutes from the extended release 

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Updated 

2 hours ago

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XfinityFrank

Official Employee

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2.8K Messages

23 hours ago

Hello, @user_byux3b. Thanks for reaching out to us here on the Community Forums. I'm sorry to hear that. We can report the issue to our member rewards team. 

Please send a direct message to us including your full name and complete street address.

 

 

Here's the detailed steps to direct message us:

1-Click "Sign In" if necessary.

2-Click the "Direct Messaging" icon.

3-Click the "Start new conversation" (pencil and paper) icon.

4-In the "To:" line, type "Xfinity Support".

5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6-An "Xfinity Support" graphic will replace the "To:" line.

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

8-Press Enter to send it.

 

How to: Direct messaging within the forum

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user_byux3b

Visitor

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2 Messages

I can’t be the only one to receive the wrong movie. Could you please report the issue to your member rewards team?

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22 hours ago

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zhappychef

Regular Visitor

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18 Messages

2 hours ago

@user_byux3b I claimed the reward for Lord of the Rings, but did not get any movie. 

@XfinityFrank Was there a problem with this week's rewards?

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XfinityPaula

Official Employee

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2.5K Messages

 

zhappychef I'm sorry that the movie is not showing after you claimed the perk. I am not showing any known issues from our teams yet. When you claimed the reward was there any error or did you receive an email on how to access the movie? 

 

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 as Best Answer.tick

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2 hours ago

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zhappychef

Regular Visitor

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18 Messages

@XfinityPaula Thanks for the quick response.

I did not get an email, but I did a screenshot on my mobile device of the claimed reward just to be sure that I had claimed it.

When I checked later Friday night, the movie was not there.

How can I get the movie that I claimed?

Thanks

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2 hours ago

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XfinityPaula

Official Employee

 • 

2.5K Messages

 

zhappychef Thank you for sharing the screenshot with us and letting me know there was not an issue with the claim as you could tell. I would like to take a closer look into the account and claim to help make sure you receive the movie. Can you please send us a direct message with your name and service address?
 
We may need to bring this to our repair teams and having your account as an example will help them figure out if there is a larger issue with the membership rewards movie claims. 
 
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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 as Best Answer.tick

Like

Reply

2 hours ago

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