Contributor
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51 Messages
Can't find the Peacock Reward for Diamond/Platinum Level customers who also have Gig speed - UPDATE
Hi!
The last thing I want to do is add to the Peacock situation, but maybe it's time to ask for individual help.
We're Diamond Level Rewards members and Gig members.
We received the email that said we'd get Peacock free for 2 yrs, that we didn't need to do anything.
We've had no interruptions in Peacock service. Yay!!
But we never found a Reward to redeem. I've looked on our Rewards page and at our redeemed Rewards. On the Rewards page there's a clickable image referring to free Peacock but it's informational only. Our redeemed rewards show the 2 we redeemed some time ago (THANK YOU!!) but there are no "active " rewards.
I've tried using the XfinityAssistant several times. A few days ago I was able to chat with a live agent who told me that Support needed to apply the Reward, which would happen within 24 hours. The Reward never appeared.
I joined Reddit a few days ago to monitor suggested solutions. I've been reading the Xfinity Forum posts, too, for the same reason. Over the past week I've tried several of the suggestions. But we're still seeing no Reward.
All of the Support people I've interacted with have been patient & very nice, and I'm confident that Xfinity will sort all of this out!
But maybe it's time for me to ask for help our particular issue.
Oh - I have screenshots, if they'll help.
Thank you!!
Edited to add: Payments are current.
Edited 7/8/23 to add: I just looked at our current bill details. Peacock Premium is listed as "included" without charge, under "Add-ons." There's no expiration date indicated. Does that mean our Diamond/Platinum level Reward WAS added to our account? It's not reflected on our Rewards page as an Active Reward & I never found it to redeem it. But this seems like good news...
Edited 7/11/23 to add: We can still watch Peacock but the Peacock App on our X1 is now telling me to "Activate" on "xfinity.com/account." When I use that URL it redirects to "Account and Identity." I've searched all of that location & can find no way to activate anything. Peacock isn't mentioned. Also, we now have a Reward block but it clicks thru to say what it's been saying all along: "Enjoy by January 1" and for help go to the Assistant. I did that again and found no chat help re Peacock. I still don't know how to redeem the Reward. Maybe the Peacock situation's being fixed in steps. Probably the changes I've seen in the past week are indications of that. Maybe the next step will be to provide a functional activation method or to confirm that the system activated Peacock for us. I doubt that anyone's reading this but I think it's a good idea to document what's happening in this complicated situation.
Edited 7/17/23 to add: No changes that I can find. Reward remains unavailable for redemption.
Edited 7/18/23 to add: The Rewards page has been depopulated except for a non-responsive image re the Free Summer of Movies. Under that image is a blank page with the little "loading" circles. But nothing loads. Changes must be in progress...?
:)
user_c4b15c
Visitor
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3 Messages
1 year ago
No response from Xfinity. That's consistent with the degree of support we've all received..
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user_e31eb9_Robin_
Contributor
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51 Messages
1 year ago
My experience with Xfinity Support has been consistently positive. Support Reps have always been knowledgeable, patient, and as helpful as they could be when dealing with unresolved systems issues that affect customers.
:)
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user_e31eb9_Robin_
Contributor
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51 Messages
1 year ago
PEACOCK FLEW THE COOP! (Peacock is gone from the Rewards page - Update 8/9/23)
If anyone is reading this please note that nothing's changed for me since my last update to this post - until today.
My Rewards page no longer has the Peacock Diamond/Platinum level reward on it. The reward never did anything, but at least it was there. Now it isn't. I'm hoping this means that a new, responsive reward will replace it soon so I can redeem it.
Bec I understand that this Peacock situation is widespread and complicated (and we never lost Peacock service) I've been reluctant to ask for individual help. I'll continue to wait a little longer.
This is just an update so that if someone needs to assist me later everything will be documented.
(edited)
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user_e31eb9_Robin_
Contributor
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51 Messages
1 year ago
Update 8/10/23:
I just posted a request for assistance.
Our Peacock account now says that we need to activate it via the Xfinity.com/account screen. This is new. There is also no way that I can find to activate Peacock on that screen.
Obviously, changes are occurring but so far they don't address our particular problem (as far as I can tell).
Also, we've received no new emails re Peacock.
:)
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bedbugz
1 Message
1 year ago
Signed up for the rewards a few weeks ago when Peacock stopped working & watched this forum in frustration that it wasn't working. Upstairs I had a 17 year old CRT with a Flexbox - and Premium was active and working. I know this isn't the answer people wanted to hear.
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user_e31eb9_Robin_
Contributor
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51 Messages
1 year ago
UPDATE 8/11/23:
Our bill has changed.
Several weeks ago there was no expiration date for the Xfinity-Peacock payment. Now it has a 2025 end date, which reflects the gig-speed 2 year coverage, NOT the Diamond/Platinum level reward (that depends on continued service).
Will the Reward ever be available for me to redeem?
The fact that I've never found a redeemable Reward appears to be reflected in our bill. Gig-speed? Yes: that must be the 2025 expiration date.
But what happens when it expires? Will we lose Peacock, even though we shouldn't? Will we be able to get it back or is there an expiration date on redeeming the elusive Diamond/Platinum level Reward?
Unfortunately, these questions are the nearly same ones I was asking more than a month ago.
:(
I'm VERY HAPPY that we still have Peacock! The issues surrounding the rollout must've been extraordinarily complex, and I understand that getting everything sorted out has taken time and a lot of work. But, as the weeks go by, I'm increasingly concerned that if I can't find a way to redeem a Reward that isn't there we'll lose access to Peacock on 6/25/25 when the gig-speed expiration date arrives.
I'll leave this here for a day - in case I've misunderstood something & someone can easily set me straight. If I don't hear anything this weekend I'll put up a new post asking for specific help.
:)
(edited)
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user_2d34cb
3 Messages
1 year ago
I’m also a Diamond and Gig customer and have gone through the same thing. I don’t have a Peacock account though and every time I try using it, through X1 or any other path, it wants me to sign up to a monthly plan. I chatted a couple times with Xfinity support but that was a useless waist of time. I was told to click the non-existent banner and to wait for the the email that never came! Any idea what I can do?
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user_lsakio
1 Message
1 year ago
We finally gave up. Also diamond customer. Had peacock premium up until we upgraded our cable box and modem. Been on the phone with xfinity customer service and got tickets assigned to the problem. Was on phone at least 3 times in regard to this issue. Got nowhere. When going to rewards peacock was not listed on my available rewards. They tell us we are entitled to free premium peaock up until June 2025. I got so fed up we just ended up subscribing and paying $5.99 per month.
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user_e31eb9_Robin_
Contributor
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51 Messages
1 year ago
Solved - 11/24/23.
🥰
See:
https://forums.xfinity.com/conversations/channels-and-programming/still-searching-for-peacock-diamondplatinum-reward-banner/654796c820a91817c9905543?commentId=6560ceec77f859431030593e
(edited)
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