Visitor
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2 Messages
Former Customer: Peacock Subscription Stuck in Billing Glitch (Prevents New Subscription Activation)
Hello Xfinity Support Team,
Background.
- I am a military member who had to relocate to area without Xfinity services.
- I relocated over a year ago in 2024, now a former Xfinity Internet customer.
Primary Issue.
- The Peacock Premium account is still internally linked to my cancelled Xfinity account.
- This prevents me from changing my payment method or activating a new third-party bundle (Apple TV/Peacock bundle) on my current account.
Details of the Glitch
1. No Active Billing.
- I am NOT currently being charged by Xfinity for Peacock.
- The subscription is in a system limbo - Xfinity is still listed as the active billing partner; however, no charges are being processed.
2. Account Lock.
- Xfinity's system is still recognized by Peacock as the subscription provider.
- New third-party provider (Apple) is rejected when I try to link my existing Peacock email.
- I am unable to subscribe to Peacock through any other method until this link is broken.
3. Goal.
- Xfinity representatives submit an internal escalation ticket to the backend/app integration team.
- Requesting to manually deactivate/uncouple the Peacock subscription ID from my old, canceled Xfinity account.
- This is not a request for a refund, but a request for a system clean-up.
4. This issue is known to occur with Peacock accounts originally bundled with Xfinity service.
5. I need this digital connection severed so my Peacock account is fully released and can be successfully claimed by my new provider.
6. I have made several phone call and chat support attempts since 2024, and no one has solved the issue.
7. I have made several phone calls and chat support to Peacock to ensure they cannot assist in this matter; I have verified that they CANNOT assist me, only Xfinity can.
8. Again, I need high tier technical systems support to manually sever this "Billed by Xfinity" Connection - this CANNOT be done by Peacock.
Thank you for your time and help in resolving this complex system issue.
XfinityChristy
Official Employee
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2.5K Messages
7 hours ago
To ensure we can quickly escalate this to our backend support team and get this glitch resolved for you, please send us a direct message with the following information:
Your Full Name (on the former Xfinity Account):
The Former Service Address: (This helps us locate your old, canceled account.)
The Best Contact Phone Number:
Any Previous Xfinity Ticket Numbers (if available): (This will give the escalation team a history of your attempts.)
The Email Address Used for Peacock Premium:
Once we receive this information in a private message, we will create the necessary escalation ticket and track it closely to ensure this connection is finally and permanently severed. We are committed to getting this cleaned up for you.
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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