Wrong Rewards Tier

Hi, @user_1e95d8! Thanks for spending your time today to reach out to XFINITY over our forums' page for help with the Rewards tier concern. We thank you for your continued loyalty and for allowing us the opportunity to help with this. I am sorry to learn about this experience. We are the perfect team to get this addressed. Just so you are aware, the Xfinity Rewards tier status is determined based on how long you’ve had continual service with us. We use your service activation date to determine your status. If you’ve left Xfinity for 90 days or more, your status will be based on your most recent service activation date. Has it been over 90 days since restarting as an XFINITY customer?

Apparently there are many of us with the same issue on wrongful Xfinity rewards tier. Today is October 9th, 2023. I hope your problem was fixed. I have the same one. We have been an Xfinity customer since 2001 (yes, like over 20 years) and a Diamond tier member for a very long time. We recently moved and our tier shows as Silver now. I addressed this long before we moved with an online Xfinity customer representative who set up our contract to move service. I specifically asked if our tier would be downgraded/changed because we were: (1) moving, and (2) going to internet only. The answer I received was no. As a matter of fact, the person I was speaking to told me that I shouldn't start a new account (I was considering closing my old account and having my roommate start a new one) for the very reason that I was a Diamond rewards tier member and would lose that reward. Yet right after we moved, I notice we've been downgraded.

I've also been to the neighborhood Xfinity store twice and each time the person I spoke with told me that this issue happens often when moving but should automatically be rectified in a week or so. And that is a couple of months now. Yesterday, I spoke via phone with an Xfinity customer representative about this very issue. She told me at first that we lost our tier status because we moved. And then added that "when you move, your tier is adjusted from the date of your restart at new location. This will happen each time you move." I informed her that she was wrong/I had been promised by multiple Xfinity representatives that I would NOT be downgraded due to moving. She continued to state the former, but she did file an investigation case Xfinity Rewards Support [Edited: "Personal Information"]. I received a text today stating the case has been closed. "There is no further action required." No change on my account.

Xfinity -- If you are going to penalize those of us long-timers, you are going to lose some of us also. Your own terms indicate that moving will NOT reduce your tier membership as it's based upon the number of years members have with Xfinity. The exception to that is if we cancel service over 90 days for any reason, including moving, then we go back to day one. I did not have the service cancelled without setting another starting date. And although I had to change dates a few times, never was there 90 days absence. Your representatives are delivering incorrect information. Please fix this!