John3333's profile

Visitor

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3 Messages

Tuesday, March 12th, 2024 7:34 PM

Anybody Have a Solution for: Your Xfinity account is already linked to another Peacock account.

I recently moved and had new service activated with a new Xfinity account number. Now I cannot activate the Peacock Premium which is part of my Diamond Status as well as Gig Internet Service. I had this working on the old account.... How do we unlink the old account and link the new account??

I get the following message when trying to activate my Peacock Subscription.

Your Xfinity account is already linked to another Peacock account.

I tried chatting and calling customer service and they are unable to help, close my tickets, etc.

Official Employee

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744 Messages

4 months ago

Hello @John3333 we're here to help get this working! To confirm, are you no longer able to access Peacock Premium with the previous login information you used prior to your move?

Visitor

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3 Messages

Correct. My peacock account no longer has the premium service associated with it and it wants me to subscribe. When I try to activate again, I receive the error message:

Your Xfinity account is already linked to another Peacock account.

I am using the same Xfinity login which is associated with my new account now. Support had me unlink my old account from my login while trying to troubleshoot this, but with no help.

I have gone in circles on this with multiple support people at Xfinity and Peacock....this shouldn't be so hard. 

Official Employee

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376 Messages

Thank you for reaching out to our team on Forums, @John3333! You've definitely come to the right place for assistance with your Peacock issue! Please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

3 months ago

I have the exact same problem. How can I resolve this?

Official Employee

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1.2K Messages

If you're having the same problem please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

--

• Click "Sign In" if necessary

• Click the "direct messaging" icon or https://comca.st/3lv0gXz

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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

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

Visitor

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3 Messages

3 months ago

As a public update to all, after 2+ weeks, conversation moved to DM, step by step screen shots provided to duplicate the issues, multiple tickets opened, multiple failed promises for call backs, nothing has been resolved.

Still hoping it eventually gets resolved, as there is clearly an internal system issue with Xfinity and/or Peacock. 

Will update if this ever gets resolved.

Official Employee

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1.5K Messages

Hello John3333, we're still very much in your corner and working to the bottom of this. The timeline hasn't quite been what we'd like, but I promise I'll continue to do all that I can for you. To continue, can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

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

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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

8 Messages

Same problem. I suddenly lost Peacock Premium access as a Gigabit Xfinity customer in early March 2024. Peacock customer support said problem was with Xfinity canceling my Peacock Premium subscription. Countless empty promises to resolve this problem from Xfinity representatives by phone and chat; no resolution despite their escalations. I have done all the steps everyone else has tried: resets, different emails, etc. Xfinity is impossible to deal with, horrific customer support.

(edited)

8 Messages

3 months ago

Public update to all: don’t waste your time with Xfinity or Peacock trying to fix your Peacock Premium access. Calling, chatting, forum messages, and direct messages are futile. They’ll ask you to reactivate or re-redeem your Peacock Premium offer using different emails, and once that fails, they’ll create tickets to escalate the problem with false assurances of follow-up that will never happen. No one that you contact has the capability to fix your Peacock Premium access, it’s dead.

8 Messages

4/24/24 update to all: Peacock Premium access finally restored, albeit in a round about way. Through direct messages, Xfinity created ticket on 4/14/24. Xfinity technical support called me on 4/24/24 and provided 24 month promo code for Peacock Premium access. Promo code redeemed on Peacock website, but had to provide credit card info. Apparently, this is the only way to restore Peacock Premium access per Xfinity technical support.🤷🏿‍♂️

4 Messages

3 months ago

Pretty lame. I've been following these threads and it doesn't look promising.

Official Employee

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1.1K Messages

Hey @user_3ck7dm,

 

Thank you for visiting our official Xfinity Forums Community support page. We would be more than happy to assist with any Peacock streaming subscription issues you may be encountered. Was there something we can assist you with regarding Peacock and your account? 

(edited)

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 Messages

2 months ago

I'm having the exact same issue, how come this haven't been solved yet by Comcast/Peacock team?

Official Employee

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1.2K Messages

Thanks for reaching out, user_1epnyu! Are you still having issues?

 

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 Messages

Official Employee

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1.6K Messages

Hi user_1epnyu

Thank you for reaching out. Can we get more details about your experiences, the trouble youi've been having, and how we can help? 

 

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

3 Messages

1 month ago

Xfinity Assistance is the worst chatbot customer service I've ever experienced. It's impossible to connect with an agent.

I am having the same problem as everyone else. When I try to activate my peacock services, I get a "Your Xfinity account is already linked to another Peacock account. Here’s How to Find It"

Please help me actually use the Peacock benefit before I cancel XFinity entirely...

Visitor

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1 Message

1 month ago

I have the same Peacock activation problem and exactly the same support experience as the other posters. I do not see that anyone in Xfinity tech support has a clue how to resolve this issue. I, too, have lost my Peacock Premium Plus access. I have Peacock Premium that a chat agent conned me into subscribing to and was told to use my Xfinity Id as "payment"; nope! Was charged $19.99 + tax; chat agent credited me that amount (thanks, I guess). I see no way to get Peacock Premium Plus (no Ads) back without paying to upgrade my account. 

Does any Xfinity employee monitoring this forum have an answer?

4 Messages

11 days ago

I'm happy to say I think I resolved my issue.

I had the same problem where I moved and transferred my services to a new address. One day, I tried to log in to Peacock and it said I had no subscription. I tried activating through all the different prompts but soon as I logged into my account I got the error "Your Xfinity account is already linked to another Peacock account."

I suspected this error message was an error because it seems like what is actually happening is the other way around. Your Peacock account is linked to another Xfinity account. I didn't have a long history or large queue so I decided to request a deletion of my account here: https://www.peacocktv.com/help/article/how-do-i-delete-my-account which had a link to here https://www.nbcuniversal.com/privacy?brandA=Peacock&intake=Peacock#accordionheader5 which had a link to this form https://privacyportal.onetrust.com/webform/17e5cb00-ad90-47f5-a58d-77597d9d2c16/2aa79e13-e7d2-4d45-b928-7df9a72bec32

After about a week, I checked back by trying to log in and it seemed the account was successfully deleted. After that, I clicked on the Xfinity banner to activate Peacock and created a new account with the same email and now everything seems to be working.

Now, I don't know if this is going to work for everyone and if you do have a lot of information you'd rather not part with on your account, you might be able to create a new account without deleting your old account. I don't know if deleting the account is essential to the process and if it removed some kind of link between the 2 accounts. I didn't really have much data in my account so I didn't really care if I lost all my Peacock data.

One other note is that the form says you can exercise your rights if you live in "California, Utah, Virginia, Colorado, and Connecticut" but it does not ask for your address.

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