Skip to main content

    Support

    Offers

K
kingpomf
20th Anniversary celebration
1st Reply
1st Topic

Visitor

 • 

20 Messages

Wednesday, June 28th, 2023 2:06 AM

Closed

Internet Deliberately Cut Off During Live Chat with a "Floor Supervisor"

Magically my Xfinity Internet was cut off while I was requesting to have my issue escalated. I don't understand how hard it can be for Gigabit plus plan customers to continue to receive Peacock Premium on their accounts for "no additional charge". 

Question

 • 

Updated 

2 years ago

220

4

0

kingpomf

Visitor

 • 

20 Messages

2 years ago

I see they are merging threads but not resolving issues. 

Their chat said I had to subscribe and pay and that no one gets it for free. This came from a "floor supervisor".

Hi, my name is Anuj floor supervisor. I see you have been chatting with another team member. Let me review that information so I can pick up right where you left off.

From Agent,

Charles, As I have checked you have been chatting in regards to the Peacock Subscription. Is that correct?

From You,

Yes - I should be continuing to receive that service for "no additional charge" as I am on a Gigabit Plus Internet plan. My Peacock account was linked to my Xfinity account prior to the "update".

From You,

There's no link - there's no instructions. Quite frankly - I shouldn't have needed to take any action. This appears to be a massive blunder on Xfinity's part.

From Agent,

I can completely understand your concern to but starting from June. 26 2023 Peacock will on paid basis.

From Agent,

For all the customer.
Note: This comment was created from a merged conversation originally titled Gigabit Plus - Peacock Premium Issues - Part 2

0

0

XfinityAntoine

Official Employee

 • 

1.4K Messages

2 years ago

We’re aware some Xfinity Rewards, NOW TV and Gig customers are having difficulty activating their Peacock account. If you’re not seeing an activation banner on xfinity.com/account, please go to https://www.xfinity.com/xfinityassistant/ and select Sign In. The activation banner should appear at the top of the chat and should work once you click it.

2

0

kingpomf

Visitor

 • 

20 Messages

@XfinityAntoine​ Doesn't work. Nothing is there. 

I also want an explanation about my internet connection going offline during a chat session with this "floor supervisor".

2 years ago

XfinityAntoine

Official Employee

 • 

1.4K Messages

Okay, I can take your complaint about the Floor Supervisor here. I'm sorry that this even happened to you. As far as Peacock goes I'd still need to check the account to see what's going on. 

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

0

XfinityAntoine

Official Employee

 • 

1.4K Messages

2 years ago

WOW so you now have no internet? I'd be happy to restore your internet and answer any questions you have about the free Peacock reward. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

7

0

kingpomf

Visitor

 • 

20 Messages

@XfinityAntoine​ My internet is back up. But it was deliberately cut off by a "floor supervisor" because he was not helping at all, and I asked to be transferred to his boss.

I even had to correct this "floor supervisor" that Gig customers were still supposed to get Peacock Premium for "No Additional Charge".

2 years ago

cbin0092

Visitor

 • 

3 Messages

@kingpomf was this resolved for you? I'm having the same issue, going on day 3. I was told through chat that my account was checked and I should receive access again within 24 hours. That deadline was last night.  I was also charged $5 on 6/26/2023 for premium plus...

2 years ago

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

@cbin0092, Hello, thanks for checking our Forum for help with getting access to Peacock. I love the app too, especially with all the exclusive movies we drop there, so I get why you're reaching out. I'm glad you were able to get some insight initially when you reached out, but we still have your back. Have you had a chance to clear your cache/cookies and attempt to access the banner again? If you're still not seeing an activation banner after clicking xfinity.com/account, are you able to check the Xfinity Assistant? Select sign in, and the activation banner should appear at the top of the chat.

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

0

cbin0092

Visitor

 • 

3 Messages

@XfinityMarcos​ no sir, the banner is in neither location. What other suggestions do you have?

2 years ago

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

@cbin0092, darn, thanks for confirming that. This is a known issue that our engineers are working on resolving, but I'd like to take a look at your account to see if there is possibly one other option.  In order to get started 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?

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

0

cbin0092

Visitor

 • 

3 Messages

2 years ago

[Edited: "Language"] I was in a live chat with an "Xfinity Ambassador" about Peacock and my internet was disconnected..  only momentarily,  but still

(edited)

1

0

kingpomf

Visitor

 • 

20 Messages

@cbin0092​ Yeah I highly doubt that was a coincidence. 

The guy who cut me off claimed he was a "floor supervisor" named Anuj.

"You are now transferred and chatting with Anuj, an Xfinity Live Agent
Hi, my name is Anuj floor supervisor."

2 years ago

0

forum icon

New to the Community?

Start Here