Xfinity has intentionally removed Peacock premium plus

Every time I try to get this resolved, I am put in an endless loop of transfers. here is the most recent transcript

Hi James, thank you for contacting Xfinity. My name is Sana. I see you may have questions about your bill. Is that correct?

no, its not correct. I would like to pay for peacock premium plus to remove ads

Thank you for sharing your concern. Please do not worry.

I will definitely help you.

great, I've been trying to do this for over a year. Peacock says to do it on xfinity.com. xfinity.com does not have an option for peacock premium plus 

Being your billing advisor for today, I will try to fix each thing for you here and make sure you do not have to come back to us at least for the same issue which should be resolved on this chat.

...ok

if it helps, here is a very long forum post of customers complaining about the inability to do this https://forums.xfinity.com/conversations/channels-and-programming/upgrade-from-free-xfinity-peacock-premium-plan/64b97d052674ac1b6b90e6a9?page=2

until such time as I am able to remove ads,  I will not use the service, so your help is greatly appreciated as I used to enjoy NBC shows.

Please do not worry James, I will do my best to resolve your every issue over this chat.

thank you

Please allow me a couple of moments to review your account details.

Please stay connected.

will do

James, I have checked all the details, and I would like to inform you that regarding your concern about removing the ads, I am from the billing department, and we have limited access.

So, may I connect you with them so that you will get your resolution?

yes please

Thank you so much for your kind understanding.

Please allow me a moment; I am connecting you with them.

thank you

You are being transferred. Please hold...

Sana left the chat.

Viren joined the chat.

Hi! My name is Viren with Xfinity Support. I see you’ve been chatting with another team member. Let me review that information so I can pick up right where you left off.

ok, thanks

Just to confirm, you want to pay to remove ads from Peacock Premium Plus?

yes. well I currently have peacock premium as a benefit of my membership through the stream NOW option. Prior to switching to my most recent plan I was able to pay the difference and get a peacock premium plus subscription via the peacock website. since the change, peacock.com now says to upgrade via xfinity.com which does not have an option anywhere to upgrade 

this issue is not only affecting me, as you can see in the forum post shared above 

Thanks for bringing that up for me, James. I'll assist you with that. Please allow me a moment.

of course, thank you for looking into it

No worries, James! It is our job to help our valuable customers.

To upgrade to Peacock Premium Plus after switching to a new plan, you need to do it through your Xfinity account. If you received Peacock Premium through a NOW TV promotion, you can upgrade by logging into your Xfinity account and following the upgrade steps provided there. If you cannot find the option, ensure you are logged in correctly or check if your current plan allows for the upgrade

yes, I've tried that several times. I always encounter an error. possibly because all of my previous addresses and accounts are still attached. would you be so kind as to assist me with upgrading since I've been unable to do it for more than a year now? 

Alright, thanks for mentioning that!

James, as I don't have access, I can send you the steps. If it still doesn't work, please confirm with me.

To upgrade to Peacock Premium Plus through your Xfinity account, follow these steps:

1. Sign in to your Xfinity account.

2. Go to the entertainment management page on xfinity.com.

3. Click on the Peacock tile.

4. Select the Premium Plus tile and click Update Cart.

5. Review the changes and terms, check the approval box, and click Submit order.

most recently, it says " Looks like you'll need some extra help completing your order.

Thanks for getting started! Since Flex is in your plan, the Xfinity Assistant can help complete your order online. Or, you can call 1-800-XFINITY."

which is why I started this chat

Alright, I'll check that for you. No worries!

thank you, I appreciate it

No worries.

James, as we are from the chat team, we don't have access to that. You can try calling that number for assistance.

I don't even see an entertainment management option on xfinity.com. I have internet and rewards and then shop for more

so its intentional? 

that you don't allow customers to use a service they pay for? 

Wait a minute, I'll check that.

I do understand your concerns, James, as I'm also a customer at the end of the day.

Please stay connected. I'll see what I can do from my side.

thank you. as a customer are you able to watch peacock without ads? 

Sadly, I don't subscribe to Peacock, but I do understand you. That's why I'll try my best to find a solution for you.

I appreciate it. because I have had this same conversation with phone support and they were also unable to offer a solution. I gave it 6 months hoping it was an error with the new plan but I now believe it to be intentional that the option to remove ads was taken away as I "upgraded" to the now program from my old streaming and internet bundle 

as do many other customers as seen on your employers forum

Yes, I saw that. That's why I'm trying to confirm it with the team. No worries!

You are being transferred. Please hold...

Viren left the chat.

Shivam joined the chat.

Hi! My name is Shivam  with Xfinity Support. I see you’ve been chatting with another team member. Let me review that information so I can pick up right where you left off.

ok, thanks. I wasn't aware I was being transferred. 

Oh! Got it with you, and I really apologize for that. I just want to make sure if you are referring to your internet services.

?

I am trying to upgrade from peacock premium to peacock premium plus

I have been clear about that from the beginning

I cannot find the option on xfinity.com

there is no entertainment management section

I cannot do it on peacock.com

and customer service has been unable to help me for the past year

Sure, I will help you with that option to connect you with the correct department. Shall I connect you with the correct department? I am from the billing team, and it seems like you connected with me by mistake.

ok. this is completely fruitless. I'll be certain to post the transcript on the xfinity forum

because I've been transferred from billing to customer service to billing without asking 

thank you for making it very apparent this was an intentional move by Comcast to remove options from their customers

have a good evening

6:42 pm

Please be assured. I will help you with that. Just a moment, please.

You are being transferred. Please hold...

Shivam left the chat.

Vijay joined the chat.

End Live Chat