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ATLJason
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3 Messages

Friday, October 18th, 2024 12:02 PM

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Activating Peacock Premium

I have Peacock Premium for free through a promotion.  When I go to customer.xfinity.com/activate-peacock and click the Activate Peacock button, a separate tab opens to https://bpe.fortumo.eu/rld/ followed by a long token of random characters.  It thinks for 20 seconds and then fails with an error that says "Something went wrong.  Sorry there was an error, please try again later".  I have read several forum articles and am following the process exactly.  I have tried from my personal laptop, my Android phone, and my work laptop both at home on my personal Wifi and at the office.

I did a Live Chat with support and they told me they fixed something and were resycning my account with Peacock and it would be fixed in an hour.  I got a text in an hour saying it was working.   It was not.  Same issue.

Whatever is happening with my account it is not one of the "usual" problems that the support script is designed to handle.  Can someone look at this?  I really don't want to spend hours on the phone with support about this.

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2 months ago

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XfinityAngie

Official Employee

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1.5K Messages

2 months ago

 

ATLJason, Thank you for reaching out to Xfinity Support. We are finding that the customers who are having this issue need to re-subscribe to Peacock Premium or Peacock Premium Plus to access Peacock. Use this link and follow the steps to get it set up. Let us know if you need any further assistance. https://www.xfinity.com/support/articles/peacock-app-overview

 

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ATLJason

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3 Messages

I looked at your link.  I think one problem may be that I don't have X1, Flex, or any of the other things that are mentioned on there.  I used to have X1 and that's how I got to Peacock.  I recently canceled my TV service and gave back my X1 box.  Now I only have Internet and Mobile.  The article you sent says I can try setting it up from another device but I may have a different experience: "Note: The steps in this article are for watching on X1, Xumo Stream Box, and Flex platforms only. Accessing Peacock on a third-party device or platform may result in different steps."

When I try from my laptop, I go to peacocktv.com and click Sign in.  That takes me to a page where I can enter my email.  I put in my Comcast email and it immediately takes me to a Pick a Plan page:


But that implies that I have to pick a (paid) plan when I should be getting it for free as part of my promotion.  My latest bill has this note on it:


Just as a test I tried the whole process with a Gmail account and that behaves differently.  It sends me an email and has me log in with that new Gmail account and set up an account as a new user.  When I use my Comcast email I don't get an email, it just immediately goes to the pick-a-plan screen.  Its like it recognizes the Comcast address, it just doesn't understand what plan I am supposed to have.

(Unless I'm just supposed to pick the Premium plan and then I get reimbursed each month from Comcast?)

Thanks,
Jason

 

2 months ago

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XfinityAngie

Official Employee

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1.5K Messages

 

ATLJason, We are finding that you may have to re-subscribe. If you have a current account, you will need to go in and cancel it and then set it up again. Also, you can reach out to Peacock Customer Support if needed. Give it a try and let me know how it goes.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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ATLJason

Visitor

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3 Messages

I just wanted to close the loop on this.  I let this sit over the weekend and then decided to try it again last night.  I did not resubscribe to anything.  All I did was repeat the steps I did before by visiting customer.xfinity.com/activate-peacock.  This time the Activate Peacock button worked.  I got a message saying my account had been linked and my subscription would be complimentary.  I'm not sure what changed but the issue is now resolved.  Thanks!

2 months ago

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XfinityBillie

Official Employee

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2.9K Messages

@ATLJason Oh that is fantastic news! We appreciate you taking the time to provide the update that you were able to get the Peacock activation to work for you. I hope that you have a wonderful rest of your day, and thank you for reaching out here on our Xfinity Forums and for being the best part of Xfinity! 

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 months ago

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