Identity/Profile Mismatch Causing Rewards/Benefits Ineligibility

I have had both Xfinity Internet and Xfinity Mobile active on my current account since January 17, 2026. When I log in under my Xfinity ID (which shows me as Primary user) and select “View all Benefits,” I receive the message: “It looks like you’re not eligible for benefits.” Though my login says I’m not eligible, my wife’s Manager login does show Rewards/Membership benefits.

I reported this to an Xfinity agent who created an ECM ticket (submitted January 27, 2026), but it hasn’t yet gotten a response. 

Additional details:

• I have had both Xfinity Internet and Xfinity Mobile active on my current account since January 17, 2026 and meet all published eligibility requirements.
• My login is confirmed as the Primary user on this account.
• My wife’s login has Manager role and correctly displays Rewards/Membership benefits.
• I previously had an Xfinity account from 2017 to October 2025 under a different account number, which support agents sometimes locate instead of my current account.

My Xfinity Forums profile shows my name but my wife’s email address, and I am unable to edit the email address. This suggests my Xfinity ID is linked to the wrong identity/profile record.

Thanks in advance for any help!