Visitor

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1 Message

10/17/2026 2:35 AM

Requesting manual exception to merge digital purchases from closed account into new address

I recently changed addresses and set up a brand new Xfinity account for my latest home rather than doing a standard move/transfer. Unfortunately, I missed the 60-day window to have my On-Demand digital purchases automatically merged over to my active account profile. I have a library of movies that I purchased under my old account ID, and it's quite inconvenient to constantly log out of my active home account and log into my disconnected ID just to stream my purchased content. Since I am a loyal customer and continue to maintain active service with Xfinity, I am hoping a digital care specialist here can grant a manual policy exception to pull my digital entitlements/purchases forward into my latest active address profile. I have both account numbers ready and can provide them via a private direct message as soon as an official employee responds to this thread. Thank you for your help!

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Official Employee

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3.4K Messages

11 hours ago

 

user_hj8iai Hello! Thank you for reaching out to us here on our Community Forum. We'll be happy to look into this for you and see what we can do to help resolve your digital purchase issue. Please send a Direct Message with your full name and address.

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "Start a New Conversation" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

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