Very frustrating - please help!

Let me try to explain what's been going on and maybe an Xfinity employee reading this can connect me with someone who can finally help me with my issue.

I have had NOW Internet ($45/month) and StreamSaver ($15/month for Netflix, Peacock, Apple TV) for a few months now. However, I recently moved to a new address and was advised that I would need to cancel my current NOW services and open a new NOW account at my new address. So I went to an Xfinity retail store and cancelled my NOW services (Internet and StreamSaver) in store as per the directions of the Xfinity store manager. They tried to set up a new NOW account for me at my new address but were only able to set up NOW Internet and were unable to set up StreamSaver, which I had on my NOW account previously at my old address. But for some reason they said they could not add StreamSaver back to my new account at my new address and told me to try again myself on my NOW account portal the next day. This was on Wednesday, August 20.

I have been trying through the online NOW account portal every single day since then to add StreamSaver back to my account but it keeps giving me an error. I even received an email informing me that my NOW streaming services (StreamSaver) have been cancelled with a link to "Resubscribe". However, every single time I click the link or try to add StreamSaver via my NOW account portal, it says "please contact us and one of our knowledgeable representatives will be able to help." When I try to use the Xfinity Chat Assistant, it doesn't let me add StreamSaver to my account, saying my NOW account is not eligible, even though I had StreamSaver on my NOW account at my previous address and this link (https://www.xfinity.com/support/articles/now-tv-prepaid-help) clearly states that NOW Internet subscribers are eligible for the StreamSaver prepaid product, which, again, I actually had on my previous account. When I am finally able to chat with an agent online, the online agents just keep telling me to follow the steps through the NOW account portal to add StreamSaver, which I keep explaining doesn't work for me as I keep getting the above error message. At some point, the online chat agents just give up and tell me to call the Xfinity NOW Prepaid customer service number.

When I call this phone number, the experience gets even worse. I explain all the background as I've written above, and sometimes the phone agents also tell me my NOW account is not eligible for StreamSaver, despite the fact that the link above clearly states NOW accounts can indeed subscribe to prepaid StreamSaver, on top of the fact that I actually had prepaid StreamSaver on my previous NOW account at my old address. When the phone agent is not able to understand this, they usually transfer me to someone else. Then, either the same conversation happens again, or they simply tell me the same thing as the online chat agent - to try adding StreamSaver through my NOW account portal. They send me this link (https://www.xfinity.com/support/articles/now-tv-prepaid-help) explaining all the FAQs of StreamSaver and tell me to just do it online or visit an Xfinity retail store. I have tried adding StreamSaver through my online account numerous times and I keep getting the same error message I've quoted above, and I explain this to every agent I speak to over the phone. I am simply following the instructions I get when I am unable to add StreamSaver myself - to contact a representative. But whenever I contact a representative, they are either unaware that StreamSaver (prepaid) can be added to NOW accounts (like I had previously and as is stated in the above link), or they are unable to help and just tell me to do it online myself. But when I try to do it online myself, it says to contact a representative. It's like I'm stuck in an endless loop with no help! Sometimes the phone chat agents also tell me to just go online and use the chat assistant, but then when I use the chat assistant, the chat agents tell me to call the number and get help over the phone - another endless loop where no one seems like they are able to help! I hope you can see how frustrating this is.

One of the chat agents online did say he was submitting a support ticket for me (ECM0016133672), and assured me the issue would be resolved within 3-4 hours. However, I have never received any confirmation of that support ticket being put in and it does not show up on my account. I also have no way of following up on the support ticket - whenever I try to follow up on this ticket with a chat agent, they tell me to call the customer service number, and whenever I call the number to follow up, they tell me to chat online. Another frustrating endless loop! It has been more than 24 hours and I have not heard anything back regarding this support ticket, despite the promise of a resolution within 3-4 hours.

Just today I decided to go back to the Xfinity retail store where I originally purchased NOW Internet and StreamSaver months ago at my previous address, and this was the same location I was at on August 20 when I cancelled my previous NOW services so I can set them up again at my new address. I went in store because the link I referenced above states "If you already have NOW Internet, you can subscribe to NOW TV, NOW TV Latino, or StreamSaver™ via your online account or by visiting an Xfinity Retail Store." Since they set up my NOW Internet in store last week, I thought they would be able to help me subscribe to StreamSaver since this is exactly what the above quote from the above link states - that you can either do it online or at a retail store. When I went in store, the retail salesperson was very nice but said she was unable to add it to my account, so she called her manager. Her manager was very rude and basically yelled at me saying they cannot do anything for NOW accounts in store and that I should either call the number or chat online. I tried to explain everything that happened above but he would keep cutting me off and wouldn't let me finish. I also showed him the link that states I should be able to subscribe to StreamSaver at an Xfinity retail store if I have NOW Internet, but he did not care and just said "things change, things change all the time, that may not be true anymore". He was extremely unhelpful and refused to even show any empathy or care for the frustration I have been experiencing throughout this entire process. He was also the one who on August 20, when I was cancelling my old NOW account to set up NOW at my new address, advised me to cancel all my NOW services - Internet and StreamSaver - before setting up a new NOW account at my new address.

After doing a lot of digging and research, this is where the problem occurred and it was this bad advice of his that has caused this entire issue. One of the phone agents also told me that I actually did not even need to cancel my StreamSaver services - all I needed to do was cancel NOW Internet at my old address and then set up NOW Internet again at my new address. I should have actually just left my StreamSaver services untouched and they would have remained functioning on my new NOW account at my new address. But since I also cancelled my StreamSaver services at the same time as cancelling my NOW Internet, and then immediately set up NOW Internet at a new address, this created some technical error or glitch in the system which has somehow confused the system into not allowing me to subscribe to StreamSaver on my NOW account at my new address.

I tried explaining this to the manager of the Xfinity retail store, but he did not care that it was his fault and his bad advice that caused this issue and offered no solutions and just said to "either go on the phone or go online, we can't help you". I have tried explaining this to various chat agents and phone agents, but none of them seem to understand the problem - they either say I cannot have prepaid StreamSaver on my NOW account (which I have proven to be a false notion numerous times above), or they keep transferring me to different departments and I keep having to repeat the same story above again and again and no one helps me until someone says to go online and chat with an agent. When I chat with an online agent, they also do not seem to understand the issue and just keep telling me to add StreamSaver myself on my NOW account (which I've explained to them so many times about the error message I keep getting when I try to do that) and at the end they also give up and just tell me to call the number. I am sick and tired of this endless loop of being bounced around to different agents who either do not understand the problem or even if they do, have no idea how to help and just keep transferring me off to become someone else's problem.

Can an Xfinity employee reading this please escalate this issue to the appropriate technical/engineering team who can go into my NOW account and figure out why I cannot subscribe to StreamSaver and somehow fix this issue so I can subscribe to StreamSaver again like I had subscribed on my previous NOW account? I understand that NOW accounts are considered "self-serve" (as so many phone/chat agents keeps reminding me) so I have to manage the account myself online, but when my account itself has an error/glitch that is causing a malfunction whereby I am unable to subscribe to services I should be able to, can I still not get any help from anyone in this entire company to help fix this error which is obviously somewhere on the backend that I have absolutely no control over fixing through any "self-serve" options available to me? I am literally just trying to actually purchase services from you that I am legitimately eligible for and give you my hard-earned money (it's for your company's own benefit!), but no one I have spoken to so far has been able to help me. So again, I humbly beg any Xfinity employee reading this - can you please connect me with someone who can actually address and resolve this issue? I would greatly appreciate it, because so far this has been an incredibly frustrating experience!

Thank you for hearing me out.