1 Message

Wed, May 25, 2022 6:08 AM

Prior Purchases Unavailable After Transferring Service

I recently moved and transferred my Xfinity tv service to my new address. After transferring my service, my previously purchased on-demand videos are not displaying on my account. When I spoke to the manager at the Xfinity store regarding the issue of my prior purchases not being available at my new service address, I was told that I should wait and see if it would update after the billing cycle ended. Two billing cycles have now passed and the approximately 25 plus on-demand videos that I had previously purchased are still not available/displaying at my new service address.

The main reason I transferred my Xfinity service when I moved was so that I would not lose my prior on-demand purchases. How can this issue be resolved? It should not be that difficult considering that my DVR recordings transferred to my new service address.

If my previously purchased on-demand videos cannot restored to my account, then I would like a full refund of all of my previously purchased on-demand videos.

Official Employee


663 Messages

1 m ago

Hello, @user_a67b56, we did receive your Direct Message, and we will work on moving your purchases from your previous account to your new account. As soon as we get your name, your previous service address, and your new service address we can start to get this resolved for you.

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