Peacock Activation and Customer Service

I am a manager of my parents account to help them with their XFINITY. They signed up for a new plan in the end of October, which included Peacock premium for two years and had 90 days to activate. Due to the fact, they had a current subscription that was paid for that expired at the end of November. It was advised that we wait until that expired to activate their Peacock. When we went to activate it, it said they were ineligible for it. So yesterday I chatted with support and called support and after almost 2 hours, I was put in touch with tier 2 support. The call was terrible, constant interference from what she said was announcements going on behind her, which is absolutely lousy for a company like XFINITY to have issues with. Her response was that XFINITY is aware it is an issue and when I asked her about how long they have been aware because it has been an issue posted in the forum for months now where some have gotten resolution and others have not she could not really answer and said that they were working on it and would add my parents account to one of the many. I was not OK with this answer because there’s no confidence in there being any resolution. So I asked to speak to a supervisor or to someone else that at least I could understand what was being said without the constant interruptions of their voice going out due to announcements. I was on the phone with her for over 15 minutes at least waiting to speak to somebody who she said was beside her by the name of Cass. She spoke to Cass and Cass asked if she could call me in 15 to 30 minutes at the most and promised to call back which I was hesitant to do because often these calls never come back. But they assured me the call would come. Of course it did not. So today I called again and spoke to I guess what would be called a tier one support and his name is William. Although somewhat rude, he was friendly if that makes sense and he knew what to do right away. Not sure why tier 2 support didn’t know what to do, but that’s just one of the many problems. So what he did was reset the Plan and had me accept it through text which reactivated the Peacock subscription. This worked by going through their xfintiy account and clicking on activate it now on their main page on the  account which took me the page where  the Peacock activation now showed. However, when I got to the Peacock site, he kept telling me to create a new account. When I tried asking if we could just use the account they already had on Peacock he told me I needed to just listen to him. I had a question I wanted to verify because I felt that we would be able to use the account that they had prior with Peacock, which used the primary email on their Xfinity account. Again, he told me to just listen to him and to create a new account by making an email through iCloud or Gmail or whatever which I felt was unnecessary and when I went to ask this again, he was extremely rude and told me I needed to just listen to him, and when I tried to talk through my thinking, he interrupted me again telling me I needed to listen to him and I informed him he also needed to listen to me that I am the customer and I have a question. Well guess what happened next? He disconnected the call. The level of unprofessionalism and the extent of the very poor customer service that XFINITY provides is astounding. I don’t know how it surprises me at every turn, but it just amazes me that this company can be this bad with their customer service and their ability to resolve issues or should I say in ability to do so. I got fortunate today, reaching out to William, who actually knew what to do, but unfortunately, his customer service skills are highly lacking. Whereas the tier 2 support person, I spoke to was pretty friendly, but had no idea what to do for our issue and gave me no confidence that it would be resolved anytime soon. Nothing makes sense about any of this. 
I would just like to add that I was able to reactivate the account after he hung up on me using their prior Peacock account information without having to create A new email account or using a different email to do it. So maybe he should’ve taken the time to listen to me and allow us to try and do it that way and he would’ve known and maybe he would have learned something himself today instead of just being rude.