Peacock Plus Removed from my account

They absolutely cancelled my Peacock Premium. 

On June 29th, while I was in the Xfinity store, I got an email with the title "Thanks, here is your Xfinity order confirmation" and in that email it clearly says "Peacock Premium      Cancelled".  This was the change the associate, <Edited: PII> made to my account when we told him we wanted to keep HBO/Max but get rid of the "rest of the premium channels".  Of course we didn't mean Peacock Premium which we were getting for free because we, like you said, met certain criteria, specifically by being Platinum status.  I also received an email from Peacock a day later saying "sorry you're leaving but hope you'll come back one day".

I followed your instructions but there is no option for "billed by Xfinity".  

In short, we've had it for years, it was accidentally cancelled, and there appears to be no way to restart it without having to pay for it ourselves. I suspect it's because we already redeemed the reward for free Peacock Premium (a few years ago) and the system doesn't anticipate anyone canceling that because it's free, so they never built a mechanism to restart service.  Whatever the case, I have tried through my account on Xfinity, on my account on Peacock, from my Xfinity menu on my TV, by calling support, by going back into the store where <Edited: PII> accidentally cancelled it, and by reaching out here, but I am unable to resolve this on my own.  

Finally just to make sure I'm conveying this correctly, when I go into Peacock, I have an option for Peacock Premium at $5.99/mo. Premium Plus at $11.99/mo. And the same two options with an annual price.  I would be happy to share the email with the account changes (from when I was at the store), the Peacock email saying "sorry you left", screenshots of my Peacock account, or anything else that could help resolve this if I am giving a way to do so.  

Thanks for the reply but it's still not resolved and this happened on June 29th.  That feels like an inordinately long time, but maybe things just take that long. I admit I don't understand the intricacies of the process.  

Thank you for explaining further what has happened so far. We can help with this, user_121945. The tickets can take some time depending on what the root cause of getting the service back on your account is. Sometimes the Xfinity Rewards team can fix it right away. Other times they have to involve Peacock directly or get our engineers involved. Our team has a lot of experience with assisting to get Peacock working so let's take a look at your account.

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

Just wanted to add that I see the name of the associate with whom I worked has been removed and I want to be clear that he was one of the best customer service representatives I've ever worked with in any company, not just Xfinity. If I sounded derogatory in any way, I didn't mean to. His mistake was surely an easy one to make and I don't fault him for it. He, otherwise, saved my wife and I a lot of money and was incredibly knowledgeable, helpful, personable, and otherwise top-notch professionally!  

I don't want to leave the impression that he was anything other than a 10 out of 10 individual. 

user_121945, I apologize that you felt that way when the post was edited. It was not taken that way at all! You were just explaining what happened. We keep names out of the Xfinity Forums to protect everyone. We ask for any personal details once we are in a Direct Message so it is private and secure. You can see our Xfinity Forums Acceptable Use Policy here which goes over that and other details of posting in the Forums. We are happy to dig into this further and look forward to see a DM come through from you!

I had a similar experience. Did this get resolved for you?