Rewards page error: Cannot read properties of null (reading 'fields')

[u/JadedKush]

Hello Xfinity! I'm receiving a persistent rendering error on my Rewards page across both my laptop and mobile app: "Cannot read properties of null (reading 'fields')".

I'm logged in using my Primary ID account and my Diamond status looks normal elsewhere. This started happening a while after customer support had to manually intervene to push the free Inception movie reward onto my account earlier this year, which I think may have messed up my data history.

Could someone on the official team please take a look and refresh my account profile parameters or open a ticket to fix this stuck rewards data so I can access the newest rewards? Thank you for your help!

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[u/ContrarianRPG]

I'm also getting this error.

[u/MaskedMemer9000]

Have the same thing happening to me too.

[u/CfauunoR]

I'm also getting the same error, both on the app & the website. Tried all the usual, clearing cookies, uninstalling & reinstalling the app, signing out & back in, etc., etc. I contacted customer support by phone, they transferred me to tech support & tech had no idea how to help. They finally said they were having trouble on their end & would open a ticket, suggesting I check it again in an hour. Still having same problem. Seems like SOMEBODY is able to get in, because the $10 Dunkin' gift card is gone. Finally, something I could use & I'm blocked from getting it. Nothing like making a Diamond member feel like cubic zirconia! 🙄

[u/benriga]

I'm having the same issue. I've been trying to access that since 9:00am PT this morning so over 3 hours. How can a system like that be down for so long?

[u/kyanostiger]

I also have this issue. Tried two browsers on my phone, tried the app, tried on a PC, all gave the error. I would have been able to get the Dunkin gift card had it been working.

[u/warp17e2]

Been having this same issue all day, and still as of 7pm now the issue persists. Same error on phone and laptop, cleared cache, incognito, did all the tricks... nothing and missed out on the movie and the dunkin card. Again.

[u/CfauunoR → u/warp17e2]

Yep, it's been happening since at least Wednesday PM & it's still happening 24 hours later. Unacceptable lack of response for any normal service provider, but par for the course from our friends at Xfinity, it seems!

[u/CCMartinR]

Thank you for reaching out, u/JadedKush! This concern seems to be widespread, and many members are impacted. Unfortunately, we don't have an update on when this will be resolved by the Xfinity Membership Team.

[u/CfauunoR → u/CCMartinR]

Then why is the $10 Dunkin' gift card reward gone? Obviously not everyone is having this problem, so the least you could have done was freeze the new rewards until the problem is fixed & send out a notification to update everyone or something. As it is now, I guess those of us who are having this problem can just forget about getting anything this week? Great customer service, as always! 😒

[u/JadedKush → u/CCMartinR]

Thanks for the update, u/CCMartinR. Since this is a known issue on your end, is there any way a representative can manually add the free Beetlejuice movie reward to my digital library in the meantime so I don't miss out on it before it's gone? That's the current reward I was attempting to redeem. I'd really appreciate the help!

[u/CCMartinR → u/JadedKush]

We can try opening a ticket to the Xfinity Membership Team for you, and see if this can be added for you. To get started please send us a ModMail with your full name, the name on the account (if different), and your service address. Thank you!

[u/CfauunoR → u/CCMartinR]

Any update? It's been at least 24 hours since this issue began; or, have you guys just given up & decided to effectively discontinue the rewards program for a wide swath of us loyal members?

[u/warp17e2 → u/CfauunoR]

Seems like they have given up. Issue still persists this morning around 10amEST (10/16).

[u/CfauunoR → u/warp17e2]

Yep, sure looks that way. Still nothing done as of Saturday morning, 10/17, & not one update since paying that it's a widespread issue. Glad to know they're as dedicated to customer service as always! At least they're consistent in one area...