Impossible to remove the Peacock Premium addon

Signed up via the website via the email promotion for Peacock Premium, and linked a previous paid premium account to it. Sadly, no mention of the facts that A) Can't change the subscription tier level to ad-free B) Also can't cancel this and have it removed from my xfinity account, thus holding my peacock account hostage and my xfinity account.

14 days so far of dealing with support, currently have an ECM ticket open with no response: [Edited: "Personal Information"]

All I care about is getting the peacock premium addon removed from my account without changing the monthly fee of my current internet service (I was told we could "cancel and renew but it would be at a higher monthly fee")

Responses

XfinityMarcus

Official Employee

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1.4K Messages

2 years ago

Hello, @user_fbd66c, thank you for taking the time to reach out to us here in the Digital Care team. You have reached the Xfinity experts who can certainly assist you with your Peacock related concerns. Just to ensure we are on the same page here, the issue is that you want a separate Peacock account from the Peacock account that you have associated with your Xfinity account and the promotional offer?

As far as the add-on is concerned, we can definitely take a look into that together to ensure you are not being charged for Peacock Premium. This should be separate from the cost for your monthly internet package.

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user_fbd66c

3 Messages

@XfinityMarcus I have had my own Peacock account for over a year and paid for it separate from Xfinity. Then I get an email from Xfinity saying I can get Peacock free because of my internet. I follow the links in the email and link my Peacock account to the Xfinity account only to find out it is for Peacock Premium WITH ads. I was paying for no ads before but now there is no way to unlink the Xfinity managed Peacock account. I'd rather pay Peacock directly for the full price to have NO ads than to have anything linked to Xfinity. I've gone through at least 10 support agents plus have the ticket open and went into a store to try and escalate the issue. Please delete the link from Xfinity to my Peacock account so I can go back to managing Peacock SEPARATE from Xfinity. This should be a simple action but as we've now seen, it is apparently not. The email was misleading and inaccurate and should have said somewhere you'd be permanently tied down to Xfinity if you click this promotional link.

2 years ago

0

XfinityMarcus

Official Employee

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1.4K Messages

Thank you for specifying this information for us. I would be happy to help you get signed up for the paid version of Peacock again without ads. Please send us a private message with your full name and complete service address to get started.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 years ago

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user_fbd66c

3 Messages

Thanks, I don't want to upgrade it - I'd like to remove the peacock account from being managed by Xfinity and remove the Peacock add-on from our account.

2 years ago

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XfinityArmand

Official Employee

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2.1K Messages

No worries! We are glad to assist in getting this taken care of for you. Please feel free to shoot us a private message with your name and service address so that we can get started on this for you.

To send a "direct message" / "private message" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 years ago

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user_mmrek5

6 Messages

1 year ago

I would rather pay peacock upfront too! It's been a nightmare dealing with this!!!

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user_fbd66c

Impossible to remove the Peacock Premium addon

XfinityMarcus

user_fbd66c

XfinityMarcus

user_fbd66c

XfinityArmand

user_mmrek5

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