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user_dksh8n
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Monday, July 22nd, 2024 12:58 AM

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Diamond Rewards lost Peacock Premium access

I am a Diamond Rewards Member.  I activated the free Peacock Premium reward long ago and all was fine.  Now, after several months of inactivity, I am prompted to Select A Plan and Pay when I log in in order to watch. There are other forum posts where Xfinity Support was able to solve this problem for other customers.  I don't see a way to send a message to the Xfinity Support team, so complaining on the forum appears to be the only way to raise a ticket. Sorry about that!

Question

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Updated 

9 months ago

84

4

XfinityDilary

Official Employee

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2.2K Messages

11 months ago

 

user_dksh8n Thanks for posting on our community forums. We'd be happy to help with your peacock subscription. Have you tried logging out and logging back in with your Xfinity ID? Is this happening when you use the Peacock App on the Xfinity Box only, or all of your devices? 

 

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user_dksh8n

8 Messages

Thanks @XfinityDilary.

I have been logged in and out of both Xfinity and Peacock several times on my devices, but this has not made a difference.  The Peacock devices are the app on iPad, Android, and FireTV, plus Chrome browser on Mac.

Searching the forums for: diamond rewards peacock

one of the search hits gets this interesting info from @XfinityRay:

"For community knowledge, we have a code for Peacock Rewards in our billing systems. Though the code showed it was there as it should be, I removed and added it again to refresh it. In this process, my system found an additional code that was for a service not subscribed to anymore still on the account. We removed that at the same time and it made Peacock work again."

Maybe something similar has happened with my account?

Cheers!

(edited)

11 months ago

0

XfinityFrank

Official Employee

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1.4K Messages

@user_dksh8n, it's certainly a possibility! We can check into this further with you to be sure.

Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address as well as the XFINITY ID you use with Peacock. Thanks! 

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

11 months ago

user_dksh8n

8 Messages

Thank you, @XfinityFrank.

For the information of other users who may be trying to reach support, the direct message icon is the leftmost one in this screen scrape:

I had been looking for such an icon because of previous forum messages referring to it, but I only found it after XfinityFrank responded.

11 months ago

0

user_dksh8n

8 Messages

10 months ago

Update last week (7/22/24):  
Thank you for contacting Comcast Customer Care. As a result of the interaction, an escalation for Xfinity Rewards Support has been created. The ticket number for this escalation is [Edited: "Personal Information"].

I have not had further contact, and PeacockTV still wants me to pay for premium access.

(edited)

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XfinityLinda

Official Employee

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1.8K Messages

@user_dksh8n Thanks for checking in with us. The ticket is still pending, and we don't have an update for you yet. Sorry for the delay, but we are staying with you until we have a resolution for you. We can also continue via your DM.

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

10 months ago

user_dksh8n

8 Messages

Thanks for the update. 

FYI, I have received an email with subject "Instructions for activating your Peacock Premium plan", but following the link, I get a notice that my rewards are already activated, and on Peacock, the premium content is still locked. Screen clips are below.

Best,
Romain

10 months ago

0

user_dksh8n

8 Messages

10 months ago

Just a quick note that this issue awaits resolution.

1

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XfinityDilary

Official Employee

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2.2K Messages

user_dksh8n I'm sorry to hear the issue persists. We'd like to help troubleshoot further. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• 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

 

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

10 months ago

0

user_dksh8n

8 Messages

10 months ago

Sadly, I note that it has been a month since [Edited: "Personal Information"] was opened.

(edited)

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XfinityGabriel

Official Employee

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2.3K Messages

 

user_dksh8n, Oh, no! This is definitely not the experience that we strive for. I apologize for the delayed resolution of that ticket. We will do everything in our power to rectify this as quickly as possible. We can help. I would like to pull up the account and that ticket to research what's going on. Please feel free to 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. 

 

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

10 months ago

0

user_dksh8n

8 Messages

For the record, this got sorted out on 2024-09-11. Looks like there was help from multiple teams behind the scenes!

9 months ago

0

XfinityOrlandoM

Official Employee

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2.1K Messages

Awesome I'm glad everything got taken care of do you have any other questions or concerns

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

9 months ago

0

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