Xfinity Rewards Diamond member

Hello, I’ve been an Xfinity customer for over 20 years now. I recently signed up for a new Xfinity internet plan as my previous one was on a contract and expiring. The new plan created a new account for me which makes it seem like I’m a new Xfinity customer and therefore prevents me from signing up for the rewards program for some reason. My old account is now inactive but that was active for 20 years and I was therefore a Diamond tier member and eligible for free Peacock. How do I get my new account to sign up for the Rewards program and still maintain the Diamond tier status?

Thanks,

[Edited: "Personal Information"]

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user_cditbd

Visitor

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2 Messages

1 day ago

I’m having similar issue and cannot restore my reward status. Can someone from

the team help?

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XfinityJosephA

Official Employee

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2.1K Messages

user_cditbd feel free to send us a direct message, so we can take a closer look at your Xfinity Rewards account. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." If you don't see an icon, you can use this link.

https://forums.xfinity.com/direct-messaging

I am an Official Xfinity Employee.
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1 day ago

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XfinityPaula

Official Employee

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1.8K Messages

1 day ago

Good morning user_x3u8vi. Thank you for sharing the trouble with us and reaching out to us on our Xfinity Forums. It's an honor to have you as a customer for so many years. We truly appreciate you being with Xfinity. I'm sorry that you are finding trouble with your Xfinity Rewards tier. Based on the details it seems that when moving to the new plan, the offer was only for new customers causing a new account to be created. When the new account was created it sees you as a new customer removing the Diamond tier rewards status and moving the account eligibility to the silver tier. How long ago was the new account created? Is the new account and old account under the same name?

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user_x3u8vi

Visitor

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2 Messages

The new account was created on 1/1/26. Yes, the new account and old account are under the same name and home address. Let me know what other info you may need.

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22 hours ago

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XfinityThomasB

Official Employee

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2.5K Messages

user_x3u8vi

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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

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21 hours ago

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user_d0yo4l

Visitor

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1 Message

23 hours ago

Amazingly my "agent" was named duamond. Got literally in the same spot in was in 9 months ago?? They owe me a credit that was authorized but...

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Customer Service

user_x3u8vi

Xfinity Rewards Diamond member

user_cditbd

XfinityJosephA

XfinityPaula

user_x3u8vi

XfinityThomasB

user_d0yo4l

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