Need to Remove free Peacock Premium plan from Xfinity - Please Help

Xfinity is trying to force clients to use Peacock through them & will not cancel their free subscription. This is illegal & Xfinity should be reported 

@XfinityMartyR​ that only works if you have streaming or tv box.

@user_aa0034  I appreciate you circling back in such great detail. This truly does help give us a full view of what we see. It also helps others who will see this post later on if they have the same issue. At this point, I'll try to dive in on my to help navigate this further. 

I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

@user_aa0034​ 

Hello. I'm not sure if you ever found a resolution to this problem or not. I have been trying to do the same thing for a couple days now. I only have Xfinity gig internet, no box at all. 

I finally just decided to make a new email & pay for premium plus for a year. The part that might deter people from doing this is everything in My Stuff has to be put back on. I did this by simply taking pictures of everything in there, then putting them back in on the new account. But I only had about 45 in there. Not all went back on because some I had already watched. It's a little bit of a PITA, but that's the only way I could do it.

I do agree that it should be way simpler to switch, but until then.

@XfinityVianney​ You only want people to reach out directly because you won’t do anything & are forcing them to keep Peacock through Xfinity. It sounds like there is compensation that Xfinity is given from Peacock which is wrong & illegal. 

@XfinityVianney​ I have the same problem. I’ve reached out to chat multiple times (and to Peacock directly who just refers me back to xfinity) and I get transferred around to different departments with no resolution. I was just trying to upgrade originally to be able to watch the today show but now I just want to cancel after realizing it is only temporarily free accoding to my xfinity bill. All of the above steps regarding where you should be able to see the subscription are not useful and the subscription is not listed under “apps and subscriptions”. 

Hello @user_bcq41p! Thanks for reaching out on our Forums. We appreciate you being a customer with us and my team is here to support you. Thanks for trying the steps to get Peacock removed on your end, but I am sorry to hear it did not work. Please send us a Direct Message so that we can better assist you. Here are 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

@lgumienny Thank you so much for your post for help with managing your Peacock subscription. If you are not seeing the option in your X/flex box options with your application subscriptions confirm that you are not able to manage your account here peacocktv.com If you are still not able to manage your subscription please make sure you are referencing our FAQ page for our recent changes to make sure you are not missing an option. https://www.xfinity.com/support/articles/peacock-subscription-faqs 

If you are still not able to redeem/manage your Peacock offer 

send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message. 

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" 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

This is the exact problem. None of you support people listen to us.

We are all talking about the free 2 years premium that is give to gig speed customers. 

Once we accept that offer there is nothing that tells us we can’t upgrade to ad free after accepting the offer. 

And not one member of Xfinity knows how to cancel it off our plans. They all say it’s part of your plan we can’t remove it.

I had to go and permanently delete my peacock account lose all my viewing history and start over. [Edited: "Inflammatory"]

I promise you this will make you lose a lot of customers.

@XfinityAmandaB​ Xfinity support COULD NOT help me. They told me to contact peacock 🤣 This is nothing but a wild goose chase. You can go back and forth many times with no resolution. Why is this so difficult??

Good afternoon @user_7db4e8, and thank you for reaching out on our Community Forums regarding your issues. We are sorry to hear that you are also having trouble managing your Peacock subscription. To confirm, are you trying to upgrade or cancel your Peacock plan? 

@user_7db4e8​ Comcast’s chat is incompetent and worthless.  Calling and asking for a live agent won’ t get you one that knows anything and they make you wait so long for an agent, so you give up and go to the text option, which again, is worthless 

Our team would be happy to look into your Peacock subscription issues @gdm27. To get started, please send us a Direct Message with your first and last name along with the service address on the account.  To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

• Click the "Direct Message 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 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

Hi there, @user_aa0034. I am sorry to hear that you want to cancel your services. We can help you with Peacock or with making changes to your account. 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.

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

Already tried and you all were no help.   Just keep giving the same instructions that do not work.   I just want peacock removed from my account and it seems canceling xfinity is my only option.   You all have made lots of customers very unhappy!

I sincerely apologize that you have not gotten the help that is needed to get Peacock removed from your account, @user_43ab88. I am also a customer and would be frustrated by that as well. We are able to assist you with this so you can sign up through Peacock for a Premium Plus plan. Some subscriptions need to be removed from our billing system, in an order, instead of through the Manage Subscription section. If you change your mind and would like our assistance, feel free to send through a DM. We are happy to get this resolved for you.  

Hello @SaltyCeezy, thanks for reaching out for help with your Peacock Premium Plan. By chance have you already tried to cancel Peacock Premium by following this 'Manage Your Peacock Subscription on Xfinity' article: https://www.xfinity.com/support/articles/peacock-manage-subscription?

If you sign up for Peacock through your Xfinity X1 or Xfinity Flex TV Box, you’ll be billed by Xfinity, and you can manage your Peacock subscription plan through your TV Box. This includes viewing, upgrading, downgrading or canceling your subscription.

If you signed up for Peacock directly with Peacock, you’ll be billed by Peacock and can use your existing credentials to log in on X1 or Flex. However, you’ll need to visit peacocktv.com to manage your subscription.

If you have already tried this, and you are still having trouble removing your premium plan, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems. 

Has there been any resolution to this? I have run into the same problem and cannot remove Peacock Premium from my account. I don't have a streaming box so I can't login to remove it from my subscriptions. There is nowhere to cancel on Xfinity.com and PeacockTV.com won't let me cancel because my account is now managed at Xfinity.

Thank you so much for using our Forums and contacting our Xfinity Support team @user_c7c09. We are sorry to hear about the issues with your Peacock and are happy to help. To get started please send us a private message and we are happy to dive into this. Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Peer to peer chat" 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
 
 

@XfinityRyanE​ This is false information for anyone that has had PeacockTV Premium added for free as a gigabit customer.

For me the offer of free Peacock was false information.  They tell me I’m eligible but refuse to provide it. 

Hello, @user_875438. That's certainly not the experience we want you to have. Were you looking to also remove Peacock Premium from your account like the original poster messaged? 

@user_875438​ I so agree.  This entire Peacock fiasco was so avoidable.  It should be made very clear that if you link your account you can not upgrade and will lose any upgraded plan you have.  I did set up a new plan with a different email and even though I moved over a month ago my old plan still shows active and billed through Xfinity.  So now I'm hoping it gets cancelled by Xfinity and doesn't start billing to me directly again!  Since I can't make changes through Xfinity or Peacock.  This really didn't need to be so difficult.

What an absolute nightmare. Redeeming the promotion was a huge hassle, only to discover it doesn’t allow the upgrade to Plus that makes the damn thing watchable. Days of trying different kinds of support, all of which are terrible. They should just give us Premium Plus for free for the pain and suffering. 

Hello @user_7ab93r have you already tried to cancel Peacock Premium by following this 'Manage Your Peacock Subscription on Xfinity' article: https://www.xfinity.com/support/articles/peacock-manage-subscription?

If you sign up for Peacock through your Xfinity X1 or Xfinity Flex TV Box, you’ll be billed by Xfinity, and you can manage your Peacock subscription plan through your TV Box. This includes viewing, upgrading, downgrading or canceling your subscription.

If you signed up for Peacock directly with Peacock, you’ll be billed by Peacock and can use your existing credentials to log in on X1 or Flex. However, you’ll need to visit peacocktv.com to manage your subscription.

@XfinityAnthonyT  - to your last point here - 

If you signed up for Peacock directly with Peacock, you’ll be billed by Peacock and can use your existing credentials to log in on X1 or Flex. However, you’ll need to visit peacocktv.com to manage your subscription.

You are correct if you do not take the Promo for 1Gig customers. Which is what we are focused on here. What you describe is NOT doing the promo.

When taking the promo Xfinity essentially locks your Peacock billing to Xfinity platform - so no way to upgrade to full Ad-Free and NO WAY to cancel. 

Your first sentence above and any article or site is all focused on your "sign up for Peacock through your X1 or Flex Box" so they do not apply to us or help us.

Can you see my last post below about submitting a customer sat ticket, can you take what I posted and send that internally to any complaint / issue team or group? 

Can you help escalate this issue? that would truly help us. 

Thank you! 

Hey there, @djtron! I am very sorry this has been the experience you have had with us, it certainly is not what we want for our customers. We would be happy to look into everything fully with you to ensure that we get the information to the proper teams. Can you please send us a DM?

Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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 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

Hi, thank you, I am not sure where to sign in for this? any particular URL? 

Thanks for the help

Also - I did hear back from someone after posting to "Ask Tom" 

Laica B.
The Office of Tom Karinshak​​​​​​​​

The message was similiar to those here in the forum, not applying to those who used an existing Peacock account, I did reply to Laica and explained, and pointed her to this forum.

Will update everyone if that seems to go somewhere "fruitful" 

You would follow the steps provided above through the Forums page. 

@SkepticGamer Hello! Thank you for reaching out to us here on our Community Forum. We are very sorry that you are still not able to take advantage of the Peacock Premium offer. Please send us a Direct Message with your full name and address so that we can assist you further. Here are instructions on how to send us a DM in case you need them:

 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

We look forward to hearing from you.

Hi there, @user_n4muvz ! Thank you so much for reaching out to your Digital Care team. Thank you for being so patient while you waited to connect with me. I'm very sorry for the inconvenience you are experiencing with your Peacock redemption issues, I understand how frustrating this experience has been for you. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full-service address so that I can assist you further.-

To send a direct message [private message]:

•   Click "Sign In" if necessary
•   Click the "Direct Message" icon 
•   Click the "New message" (pencil and paper) icon
•   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
•   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
•   - An "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

@XfinityRichard​ This appears to be a form response that has not yielded positive results to any of the dozen people in the thread above.  Can you please let me know why you will be different?

@usee_aa0034

I can understand your concerns. At this time there is no option to downgrade your account, the best workaround for the time being would be setting up a new account under a different email address. 

@XfinitySheila​ I'm sure you realize this, but that's crazy.  I mean, Peacock can certainly clear out any current subscriber from any given account.  You guys just need to give them permission to do that for an "Xfinity Managed" account.

Alternatively, given how badly y'all have messed this up, you could just alter the "Xfinity Managed" accounts to include Plus level service.

Really, anything at this point would be an improvement.  Honestly, this is the worst of all situations for you guys.  You take a group of customers who you try to "reward," and make them angry with you.  <slow clap>

We are aware of the inconvenience this has caused and are here to help in any way that we can. While it is not an option currently it is something that has been thoroughly noted and we are working on making the improvements needed on our end. We appreciate your feedback as you are the reason we work so hard to get things right. ❤️

Oh no! user_sg0mzz please allow us to help. Are you having the same issue with Peacock?