Diamond Membership lost after move — Primary user gets “Sorry, you’re not eligible to redeem benefits”

My parents had Xfinity service at their previous address for more than 20 years and were Diamond members before a recent move.

Their service was transferred to a new apartment with no 90-day break in service. The old account and new apartment account are now linked under the same Xfinity ID, and both accounts are visible online.

My father is shown under Your Information as the Primary user on the old long-tenured account.

The new apartment account has active Xfinity Internet and TV service, is in good standing, and has already generated its first downloadable billing statement.

Nevertheless, when we go to Xfinity Membership we receive:

“Sorry, you’re not eligible to redeem benefits.”

Before the move, this customer had Diamond Membership.

Xfinity’s Membership FAQ says that:

• a move does not affect Membership tier if service is reactivated within 90 days; and
• if a customer has multiple Xfinity accounts, the longest-tenured account is used to determine Membership tier.

I have already contacted phone support several times. Tickets have supposedly been submitted and callbacks promised, but the problem remains unresolved.

Could an Xfinity employee please investigate the Membership eligibility/tenure record associated with these linked accounts and restore the correct Diamond Membership status?

Please do not change the service plan, unlink either account, or create another Xfinity ID.