xfinity rewards account not transferred after having a different plan in same home

 I have the following error message when trying to access my Rewards account for weeks now:

We can't offer you rewards right now.

Your account isn't eligible to join this program. To learn more about Xfinity Rewards qualification, please refer to our FAQs.

I had Platinum rewards status before. On opening a new account and closing old the rewards account disappeared. Any help on this?

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