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srj1960

Visitor

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3 Messages

Sunday, July 2nd, 2023 12:31 PM

Closed

Xfinity Rewards

Cannot get to Xfinity rewards on phone app or on computers.  Just get the 3 dots loading and it never goes anywhere.  Xfinity Assistant is of no use. Can't find a link to actually chat with a live body.  Trying to get any kind of support from Xfinity has become next to impossible.  How can I get this fixed?

Question

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Updated 

2 years ago

145

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XfinityJosephA

Official Employee

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1.7K Messages

2 years ago

@srj1960 I will be more than happy to help you. For an issue with Xfinity Rewards, it's best if we take a closer look at your account, so we can better assist. When you have a moment please use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." 

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srj1960

Visitor

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3 Messages

2 years ago

After many google searches and dead ends I finally came back to the forum and decided to click on the purple 'X' circle located in the bottom right corner that does not tell you what the 'X' does when you hover over it, and Hallelujah I was connected to a live chat session.  There is a known issue with Rewards and a few other things like Peacock Premium.  I was given a link to an active forum response:  https://forums.xfinity.com/conversations/channels-and-programming/peacock-subscription-activations/649b1cdece76231eba5587fa.   Still would have been nice to receive an email from Xfinity stating they are aware of the issue affecting some customers.  Xfinity you need to do better.  Takes way too long to navigate your support matrix model, Xfinity Assistant just takes you on this endless loop to nowhere and after I finally found the live chat it took about 10 mins to get my answer.

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Larue1551

Visitor

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2 Messages

2 years ago

The very same this is happening to me too.  I can't get it to load on the app, the website on my phone, ipad or computer. Just the 3 dots.  This has been happening all weekend. 

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XfinityJamesC

Official Employee

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2.1K Messages

Greetings, @Larue1551! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having the same issues with your Xfinity Rewards account, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

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srj1960

Visitor

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3 Messages

2 years ago

6 days and counting....  No response from the 'escalated ticket' that was created. Still can't get to the rewards via any method I try.  No email going out to customers about these issues. Not a good look Xfinity.  You want customer retention?  Fix your customer support. your known issues and COMMUNICATE with your customers.  

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XfinityBillie

Official Employee

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3.3K Messages

I understand the frustration, and we definitely want to get this resolved. At this time we don't have an update for a resolution for the known issue with activating the Peacock reward, if you could send us a DM I'm happy to check on the ticket.

To send a direct message: 

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address alongside a detailed summary of your request/question. 

 

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

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