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user_69b579
1st Topic

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2 Messages

Thursday, July 13th, 2023 11:48 PM

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Xfinity Rewards sign up issue - not primary user

I received e-mail from Xfinity to sign-up for Xfinity Rewards.  When I tried to sign up, it says I'm not eligible and after reading the FAQ's and talking to support representatives multiple times, it was determined that system thinks I'm not a primary user.  This is not correct since I'm the only user only the account - all representatives (both on chat, call, and in store) confirmed that I'm the primary and only user on the account.  The last support representative I spoke with opened an ECM ticket [Edited: "Personal Information"] and told me issue will be resolved on July 12th.  But it's not - I still can't sign up and still same ineligibility issue.  Please help.

Question

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Updated 

2 years ago

 • Edited

298

4

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Accepted Solution

Rustyben

Expert

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24.6K Messages

2 years ago

your post will return to public view shortly when ticket number is edited out

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XfinityMarcos

Official Employee

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2.4K Messages

2 years ago

Hello @user_69b579, thanks for reaching out to our forum for help with you Rewards eligibility/sign in issues. My mom has been loving the rewards ever since I helped her get set up a few months back, so I totally get why you're looking to get this figured out. I'd like to review your account and that ticket. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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user_69b579

Visitor

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2 Messages

@XfinityMarcos​ I direct messaged Xfinity Support.  They said that my ticket is still pending and that the team working on this issue is inundated with Peacock and other rewards issues, so there's a delay and they'll get to my ticket as soon as they can and will let me know via direct message.  So I can't mark as accepted answer yet until my issue is resolved.

2 years ago

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XfinityRay

Official Employee

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3K Messages

No problem, @user_69b579. I know we are continuing to work with you through DM as the issue has not yet been resolved. You are correct that tickets for Xfinity Rewards issues are delayed at this time. We will continue to be in touch and appreciate your continued patience.

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

2 years ago

0

user_Ekt293

Visitor

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1 Message

2 years ago

I am having this exact issue. I am the primary account holder, yet when I try to sign up, I get an error message saying "This option is currently available to primary account holders." (see error message below). I've now spent 45 minutes on chat and the phone trying to get enrolled. Can someone here please help me?

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XfinityRay

Official Employee

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3K Messages

Good afternoon, @Ektabisz! You are at the right place for assistance! With the message you are getting, there may be more than one Xfinity ID on your account and you are signing into a different profile such as a Manager instead. You can find your Primary Xfinity ID at this link. It will ask some verifying questions and then display the Xfinity ID on the screen. Please let me know if this helps you need further assistance. We are glad to help out! 

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

2 years ago

user_6seplk

Regular Visitor

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11 Messages

@user_Ekt293​ Good luck! I finally got some help. It took about 3 months. I hope they can figure out your problem faster. The rewards help customer service is very poor. I hope you get yours fixed quickly.

2 years ago

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