Can't find the Peacock Reward for Diamond/Platinum Level customers who also have Gig speed - UPDATE
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.
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...?