No Peacock Premium Despite Claiming Xfinity Platinum Reward

Hello @user_p8cndf, Thanks so much for taking a moment out of your day to leave a post on our community forum. Thank you for making a post and we have received your DM, and will continue to help you there. 

Hello, @user_uktm6g. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance with your Peacock Premium concern. When swapping out set-top boxes, the Apps should have you sign back in with the username and password you had previously set up. 

- Are you receiving the signup for $5.99 after signing in to your Peacock Premium account? 

- Do you receive the same message about needing to sign up when attempting to log in directly at: https://www.peacocktv.com/?

@313131 We appreciate your time in reaching out to us here on our Xfinity Forums! I can understand the frustration and I'm happy to take a look and see if we can get this resolved for you. Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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

@XfinityBillie​ I was chatting with you the other day, which I appreciated, then you dropped off with no notice, after which some other support person took over (or a bot) and gave me a ticket number. So today after a continued conversation I received yet another new ticket number which is supposed to address this issue (again).

I regret to say that with all the people looking at this issue at Xfinity and Peacock I simply cannot understand why so many customers receive a variety of solutions over many months and why so many knowledgeable IT experts can't get things right to resolve such a simple thing for us. Something doesn't add up.

Thanks.

@user_kfrp65 Hi there. Thank you for reaching out and sharing the trouble you are having with activating the promotion for peacock. I would love to help out with your Diamond rewards and have the subscription activated for us. I see that you already have a direct message over to us, I will follow up with you there for the additional details we need to help out. 

@user_kfrp65​ Well, let me tell you what happened to us eventually. It turned out that all the support tickets, explanations, and excuses we heard about activating Peacock Premium went nowhere, but something else did.

A week or so ago, my wife thought she could help me out to watch a basketball game, so without my knowledge and against my wishes, she opened the Peacock app. A few minutes later in a sorrowful voice she told me that she somehow had subscribed to Peacock Premium by mistake, for 5.99 a month. She doesn't know how it happened, she said, but was trying to help me. As we are Diamond members who were supposed to get it for free, I blew my stack. I was in another room listening to the game on the radio. She invited me to watch the basketball game but I let her know we spent so much time and effort since June and now it would appear they wore us out and we gave in.  I told her to turn the game off immediately and call and cancel the 5.99 a month. I refused to watch even 1 minute of the game.  She stopped making dinner and called Xfinity. She explained to the rep that she made a big mistake and we weren't going to use Peacock any more, and to please take the charge off our bill. So after a minute or two of discussion, the Xfinity rep, on their own authority, "flipped a switch" or whatever, and told my wife we would be getting Peacock Premium for free from now on.  I told my wife, don't believe till we see it in writing, on the next bill. 

That's right. It was not our calls, our hours of phone time, three separate work tickets and a few escalations of the matter. It wasn't the myriad of excuses we had been given for six months, or their help and instructions of many IT support folks that somehow never worked to "activate" Peacock Premium.  If she hadn't accidentally signed us up for 5.99 a month, we would still be sitting here without Peacock Premium. I checked the new bill today and it said Peacock was included free of charge. 

My takeaway - if some first line support only needed to flip a switch to fix this broken promise without advance notice, it is entirely possible that we (and many others like you) have been played for many months. I'm not sure if my customer satisfaction with Xfinity will ever be restored. We would bail out and go elsewhere but our HOA uses it, so we are stuck. 

Your mileage may vary. I am not recommending that you do what we did. Just want to point out that this entire charade could have been resolved at any time, it seems, based on our experience. 

Good luck! I strongly recommend you don't give in to them and pay for it if it's promised to you as a longtime customer.  

ugh been trying for months - no one can help!  Each party points you to the other!

@user_1a9733 Can 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.

Thank you, @goblueaa I'm very sorry for the inconvience you are experiencing. We can most definitley asisst you. Please follow these steps to send us a DM, please keep in mind you do need to sign in to Xfinity Forums before you can send us a DM.- Richard

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

Hello @gdm27! I apologize that you are experiencing issues with accessing your Peacock Premium service. I'd be happy to assist you with getting this issue resolved once and for all. Thank you for taking the time to reach out to us. Please 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. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

Thank you for reaching out to us here @user_654ceb. I am glad to hear you have been with us out there for as long as you have been. The Peacock for free offer was available for both Diamond and Platinum rewards members. If you had trouble redeeming that offer we can assist you from here with that. Could you send us a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   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

Hi there, @ottumb! Our team is happy to help with Peacock and apologize it has not been working through Xfinity Rewards. I can check on the subscription and work from there on the proper steps to get that up and running for you.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging 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

Hello and welcome to Comcast @user_wx3ijv. I am sorry to hear that you are having troubles with peacock. You are in the right place and I am happy to assist you today.

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

Let me know if you have any questions.