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user_914658
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Visitor

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12 Messages

Friday, July 28th, 2023 5:05 PM

Closed

Peacock Plus

I'm having a terrible time getting support and getting connected to a supervisor. I'm so far beyond frustrated right now.
Problem is... I've had Peacock all along paid for by Xfinity and I pay the extra $5/month for ad-free. That went away so I signed up to keep my service active.
Then I get an email saying as a GB customer, I can get my old deal back. So great, I sign back up.
Then come to find out, I cannot get ad-free, the plus option isn't available as a GB customer even though it had been all along previously.
So I've been getting bounced back and forth between Peacock and Xfinity and so far NO ONE HAS BEEN ABLE TO HELP ME.
I was told by Xfinity at first that the service would be added no problem. Then he emailed me an article saying can't be done.
So I called in and the rep knew NOTHING. Then she said she'd cancel my Peacock service and give me my account back. GREAT. But my account isn't back yet.
So this morning I get another rep this time on chat who said no problem, I will add plus and it will show up in 1 hour. You have my word. Even told me how much it would cost.
Well still no plus.
So I called in again. This time the rep tells me that she needs to login to my Peacock account to do it AND ASKS ME FOR MY PEACOCK USERNAME AND PASSWORD! Why would a customer service rep ever ask me for my password? XFINITY, DO YOU TRAIN YOUR PEOPLE AND TELL THEM HOW INAPPROPRIATE THIS IS? ESPECIALLY OVER A RECORDED LINE? ESPECIALLY SINCE SO MANY PEOPLE REUSE PASSWORDS SO IF I HAVE THE SAME USERNAME/PASSWORD COMBO FOR SAY MY PEACOCK ACCOUNT AND MY BANK ACCOUNT, THIS REP NOW HAS ACCESS TO MY ENTIRE LIFE?! How many username/password combos has this rep been able to take from people who are trusting and don't realize how inappropriate it is to ask for this information?
This is the biggest dysfunctional mess!
All I want to do is get my account back to the way it was. If that means I have to pay for all of it then fine. THIS IS NOT WORTH $5/MONTH EVERYTHING THAT BOTH XFINIFY AND PEACOCK ARE PUTTING ME THROUGH TO SIMPLY PUT MY ACCOUNT BACK THE WAY IT WAS.
There should have been a disclaimer that I had to click through before I agreed to give Xfinity control of my account. By taking advantage of this offer, ad-free premium plus will be removed from your account and there will be no way to add it back. Click I agree to continue or cancel to keep ad-free. SIMPLE and would have saved me so much trouble!!
So how do I get my account back?
I finally got a supervisor, explained the situation and she's had me on hold ever since. This call is now going on 90 minutes and counting because it seems that NO ONE AT BOTH XFINITY AND PEACOCK HAS ANY IDEA OF HOW TO MANAGE THESE ACCOUNTS!

Question

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Updated 

2 years ago

130

2

XfinityAdrienne

Official Employee

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1.3K Messages

2 years ago

Hey there, @user_914658! I am very sorry to hear about the experience with us and the Peacock account. At this time, customers who redeem the Peacock through the available options are unable to upgrade to add free. We can certainly submit the feedback to our team as that to possibly be an option in the future, and ensure to share the feedback regarding the experience. We would not be able to put the account back to the old account at this time. 

4

0

user_914658

Visitor

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12 Messages

@XfinityAdrienne​ You can't cancel it and give it back to me? How about sending me a Flex box? Your documentation says that if I have a Flex box that I can manage the account myself. I don't have a real need for a Flex box but if it solves this mess, I'd like one.

2 years ago

0

XfinityAdrienne

Official Employee

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1.3K Messages

That is a great question, @user_914658. We would not be able to cancel or unenroll you from the offer from Peacock. The Flex box would not make a difference in managing the account because at this time the reward offers are no eligible to upgrade to Ad-Free options. I am very sorry this has been the experience you have had with us, it certainly is something we will bring back to our team as an option to upgrade in the future. 

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

user_914658

Visitor

 • 

12 Messages

@XfinityAdrienne​ Also, what about my bigger concern about reps asking people for their passwords? That's a mortal sin! You didn't even acknowledge that.

2 years ago

0

XfinityArmand

Official Employee

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2.1K Messages

Thanks so much for taking the time to create a post and reach out with your concerns @user_914658.  We very much want to ensure that this gets taken care of.  When you were asked for your password, was this done over the phone or here in our Forums?  We would like to take a closer look into this.  Please free to shoot us a private message so that we can get the full details of your interaction.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • 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

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

user_914658

Visitor

 • 

12 Messages

2 years ago

I was able to get this resolved. I kept pushing Peacock support and they escalated the case for me. I told them I asked Xfinity to release my account and asked them to release it as well. They did. Now I have control over my account again. Good luck to anyone else dealing with this.

3

XfinityKei

Official Employee

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1.5K Messages

Hello @user_914658! Thanks for the update! So glad your Peacock issues have been resolved! This is excellent news!If you need anything else please don't hesitate to reach out us! Have a great rest of your day! 

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

cmcstuser1234

Frequent Visitor

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17 Messages

@user_914658​ How did you get Xfinity to release it? I have tried everything and spoke with so many people. It's absolutely ridiculous that Xfinity does this. I have spent several hours of my life, that I'll never get back, wasting time saying the same thing over and over again because 99.9% of Xfinity employees have no clue and try to get me to do the same thing over and over to "manage" it when it can't be managed. I've even started to look for other cable providers due to this issue.

2 years ago

0

XfinityJamesC

Official Employee

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2.1K Messages

Greetings, @cmcstuser1234! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues canceling the Peacock Premium service, but you have definitely come to the right place for assistance.

 

If you could 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 “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

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