Account membership reset because?

Hello and thanks for reaching out, I believe the email address now list was indeed connected to the old account as I would get emails regarding payment and bills there. My app shows the old account number is linked to the email address. I tried the sign out and in method, will check again. Just confirming it's understood, the old primary was my actual email with an additional '1' in it which was incorrect, my updated primary was listed as a 'member' of the account until I corrected just recently.

Just checked, no update still thanking me for being a silver member since 2026 

Ok @Getbacker21, let's take a closer look and see if we need to get a ticket submitted over to our Membership team for further assistance with updating your Membership status. To get started, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.