U

Visitor

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3 Messages

Sunday, April 27th, 2025 4:16 AM

Xfinity Rewards - Perplexity Pro One-Year Subscription Issue

Hello Xfinity Team,


I am a Xfinity Rewards Diamond-level member, and I have been trying since December 2024 to redeem the one-year free subscription to Perplexity Pro, that is supposed to be available until August 2025. I have repeatedly checked my Xfinity Rewards account but could never locate the offer.

When I contacted Perplexity AI, they confirmed that the offer is/was still active, but stated that their partner, Xfinity is solely responsible for distributing the redemption codes. However, when I reached out to Xfinity support via email, I was informed that the offer was (allegedly) no longer available. Could you please help me locate the offer/code? As I am sure you appreciate, this is a great offer that I have wanted to take part in but have never been able to find the offer code necessary to activate this one-year free subscription. I would further appreciate it if you would confirm what perplexity shared with me, that the offer is still current and active for select Xfinity rewards members, and can you include the process for eligible customers, like me, to retrieve their redemption code? I would really appreciate any guidance and assistance on how I should proceed.

Thank you!
Best regards, 

[EDIT]

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Official Employee

 • 

297 Messages

2 months ago

Hello @user_g4mim1. Thank you for reaching out on our Community Forum. I am sorry to hear you were having trouble getting that redemption code. Unfortunately, all codes had to be claimed by 1/31/25 and can be used up until 8/28/25. If you did not receive the claim code by 1/31/25, then you would not be eligible to use this reward. 

Visitor

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3 Messages

Hi XfinityAbby:

Thank you for your reply. The problem I have with your response is that I have been regularly checking my Xfinity Rewards since well before January 31st, 2025. (a cut-off date that I am today hearing about for the very first time via your reply) If the offer was never placed into/made available to me in my rewards folder for me to access, then this becomes a classic bait and switch that consumers are supposed to be protected from. Why? Because it is dishonest, unethical and (hopefully) illegal in all fifty states. If any vendor in the public marketplace makes an offer (singularly or in concert with a secondary provider like perplexity AI), the qualified customer must be able to take advantage of the offer. In my case, your perplexity offer has never once been in my rewards folder. I have called customer service, I have emailed, and I have posted about the offer repeatedly, only to be told "go to your rewards folder and activate the offer".

The results are always the same, as a Dimond member, there are no offers that I should not qualify for - and Xfinity has repeatedly affirmed that point and affirmed me as possessing the highest possible status for any rewards that might become available via this program. So if you keep telling customers that something is available every time they contact you, but never provide the necessary access point to the offer, until after the offer can now no longer be secured and used by the loyal Xfinity Rewards customer, is it really a rewards offer or just a way to generate and lure-in new customers, amp-up media buzz, likes, clicks, and generate positive press to benefit the two vendors involved, without ever having to provide the "Reward" that you were allegedly offering to your eligible customer base. To me the translation is simple and straight forward = it is a "Good old fashion Corporate Bait and Switch". All the Rewards, with none of the risks or out of pockets to Xfinity or Perplexity AI.

I respectfully request that Xfinity and perplexity AI honor the offer that it made to me and the general public, but without a way to redeem the offer. If the reward had been made available via a redeemable mode in my rewards folder, it would have been activated - period. Not once did this offer ever appear in my Xfinity rewards options. 

Thank you,

[EDIT]

EDIT: It looks like you've posted personal information--we've removed this for your security and privacy. Please do your best to keep your identity and personal information safe. This includes:

 

  • Your full name 
  • Your telephone number
  • Your Physical/Mailing Address
  • Email addresses
  • Credit Card numbers
  • Account numbers
  • Other personally identifiable information

Xfinity Forum Acceptable Use Policy

 

(edited)

Official Employee

 • 

297 Messages

Hello @user_g4mim1. I understand the frustration with this, and we don't want you to have a bad experience. On my end, I would love to escalate this to our Xfinity rewards team. To do this, I do need some additional information. Please send us a direct message with your full name and address so that we can assist you further.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

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

Visitor

 • 

3 Messages

@XfinityAbby

Hi XfinityAbby:

Thank you for your reply. The problem I have with your response is that I have been regularly checking my Xfinity Rewards since well before January 31st, 2025. (a cut-off date that I am today hearing about for the very first time via your reply) If the offer was never placed into/made available to me in my rewards folder for me to access, then this becomes a classic bait and switch that consumers are supposed to be protected from. Why? Because it is dishonest, unethical and (hopefully) illegal in all fifty states. If any vendor in the public marketplace makes an offer (singularly or in concert with a secondary provider like perplexity AI), the qualified customer must be able to take advantage of the offer. In my case, your perplexity offer has never once been in my rewards folder. I have called customer service, I have emailed, and I have posted about the offer repeatedly, only to be told "go to your rewards folder and activate the offer".

The results are always the same, as a Dimond member, there are no offers that I should not qualify for - and Xfinity has repeatedly affirmed that point and affirmed me as possessing the highest possible status for any rewards that might become available via this program. So if you keep telling customers that something is available every time they contact you, but never provide the necessary access point to the offer, until after the offer can now no longer be secured and used by the loyal Xfinity Rewards customer, is it really a rewards offer or just a way to generate and lure-in new customers, amp-up media buzz, likes, clicks, and generate positive press to benefit the two vendors involved, without ever having to provide the "Reward" that you were allegedly offering to your eligible customer base. To me the translation is simple and straight forward = it is a "Good old fashion Corporate Bait and Switch". All the Rewards, with none of the risks or out of pockets to Xfinity or Perplexity AI.

I respectfully request that Xfinity and perplexity AI honor the offer that it made to me and the general public, but without a way to redeem the offer. If the reward had been made available via a redeemable mode in my rewards folder, it would have been activated - period. Not once did this offer ever appear in my Xfinity rewards options. 

Thank you,

Visitor

 • 

1 Message

@user_g4mim1 I'm in the same boat as you !

@XfinityAbby I, and I am sure many other Xfinity customers, are in this situation. Please advise on a fair resolution.

Official Employee

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319 Messages

Hello user_368yar sorry to hear you are running into the similar issues with the Perplexity Ai reward. As mentioned the codes need to be redeemed before 1/31/2025. Did you attempt to find the rewards in our rewards' website before that date? If so we can escalate the issue to our rewards team to look into for you. Not if you have attempted this either but per the customer facing page on Perplexity's Website it states at the bottom to email support@perplexity.ai if you have any issues redeeming the offer. 

 

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

Visitor

 • 

8 Messages

1 month ago

After logging in and trying this url: https://forums.xfinity.com/direct-messaging

I was automatically redirected to forums.xfinity.com without the dm part.

How do I get customer support direct messaging for this perplexing issue.

How do I DM XfinityAbby?

Official Employee

 • 

1.9K Messages

Thank you for reaching out to us here @user_l6kl6p . If that link did not work the direct message option is on the top right of the screen to the left of the bell icon. 

(edited)

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

Visitor

 • 

1 Message

@XfinityJohnG​ no, actually, it isn't. 

Visitor

 • 

1 Message

1 month ago

I responded to the Perplexity offer when it was presented to me. I don't remember the date. It turns out I do not have the Perplexity Pro service I thought I was using. Can you fix this?

Thank you

Official Employee

 • 

1.5K Messages

Hello there! Thanks for reaching out to us on our Xfinity Forums site. I would love to help out with the missing reward. I'm sorry that you are now discovering that you have not been using it. I would be happy to dig into this for us. 

 

I see that you send a direct message. For future reference, please keep in mind that sending unsolicited direct messages, is a violation of Forum Guidelines, but we can definitely take care of this for you.

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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