Peacock Premium offer for diamond customer was activated but not working

Having the same problem since June 26, 2023no one can help

Same problem here too. They say it will be resolved in 24 hours...

Me too. Never received an email, never saw an activate "banner" or button. But when I got to my rewards, it shows that I chose that reward.

Hello there @user_119330 thanks for using our Forums as a tool to get in contact with out team. We are sorry you are having issues redeeming that reward and we are here to assist you. Please send us a DM to get started. 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

Good Afternoon @taylorjm28 We're just following up. Have you been able to activate your Peacock services?  If not, please follow these steps below and let us know if you're unable to do so, or what specific error messages you're seeing. 

1. Go to https://www.xfinity.com/xfinityassistant/ 

2. Click "Activate Now" on banner that states "Your Peacock subscription is ready for activation" 
3. Banner should take you to Peacock website to continue activation.
4. Enter the email and password you want associated with their Peacock account. ( If you had a previous Peacock account and want to retain your preferences/history, please use your prior login information)
5. If you receive the error message "We are unable to link to your Xfinity account. You may already have Peacock Premium. Learn More" you have a 3rd party login(Roku, Amazon, Apple etc.) You'll need to cancel this subscription via Peacock in order to re-enroll the Banner Premium offer. 

@XfinityAlfonso 

Hi!

I've been searching for current fixes, just tried the one above, landed on the generic Assistant page (no Peacock references). But I think our issue is different so I'm disappointed but not too surprised.

We never lost Peacock (and I'm very grateful for that). 

Our account is gig-speed and Diamond level. 

We received an email about the 2 yr gig-speed deal & it's reflected in our most current bill.

But I've never been able to redeem the Diamond Reward. Our Rewards page has changed over the past few weeks. A "responsive" Peacock Reward was never present; now there's none at all.

Here's my original post, with the details: 

https://forums.xfinity.com/conversations/billing/cant-find-the-peacock-reward-for-diamondplatinum-level-customers-who-also-have-gig-speed-update/64a6ee1dce76231eba579146

I also have screenshots.

Can you help? If this is still being worked on, I understand if we need to wait. But I do think it's time for me ask.

Robin

:)

 (edited for link & formatting)

Greetings, @wb2903! 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 with your Peacock Premium subscription, 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 have also been in the same situation since the beginning of August, when we realized we no longer had access to Peacock.  I had Peacock since it was available, and I continue to qualify not only because I have Gigabit Internet, but because I am a Diamond Member and have been a customer for 23 years.  No explanation why I was cut off, and I have emails about the recent Peacock announcement that said no action is required and I will have Peacock Premium through June 25, 2025.

Desperately seeking support, and Comcast should be ashamed of their new App. Everything (as well as via the web pages) directs you there for support, yet all support searches or chats lead you dead ends and/or circles back to solutions that already didn't work.

I understand that I pay a premium for the X1 service, since the integration, searches, and voice commands are unparalleled... when they work.  It boggles my mind that, when you do talk to a real person, something simple like this cannot be resolved.  I now have two ECM tickets for this, and other than canned email acknowledgements, I have never received any follow ups or explanations at all.

I am starting to review alternatives to Comcast/xFinity, and believe me, after 23 years, that is something difficult to admit.

Hello, @user_4e8ec0! Please, follow the steps below. If that doesn't work, can you let me know what step you got stuck on?

1. Go to https://www.xfinity.com/xfinityassistant/ 
2. Click "Activate Now" on banner that states "Your Peacock subscription is ready for activation" 
3. Banner should take you to Peacock website to continue activation.
4. Enter the email and password you want associated with their Peacock account. ( If you had a previous Peacock account and want to retain your preferences/history, please use your prior login information)
5. If you receive the error message "We are unable to link to your Xfinity account. You may already have Peacock Premium. Learn More" you have a 3rd party login(Roku, Amazon, Apple etc.) You'll need to cancel this subscription via Peacock in order to re-enroll the Banner Premium offer. 
   
   (Edited: Formatting)

@XfinityTony​ 

I have seen the recommendations you posted before.  Unfortunately clicking on the link you provide only brings me to the Xfinity Assistant, which is the exact robot that doesn't allow freeform questions and forces your choices so it can provide canned responses.  My choices there are "Billing and Payments", "Troubleshoot TV", "Manage My Account", and "XFinity Privacy Center".

There is no banner that states "Your Peacock subscription is ready for activation" nor is there an "Activate Now" button.  As stated, I only see the same frustrating robot support assistant I have complained about.

I have already gone through Peacock support, and they insist it is an xFinity issue, and that it must be activated on xFinity's end.  What about the two ECM tickets - why has nobody followed up on them?

And what does it mean when my most recent statement has a line stating:

Peacock Premium Included $0.00

At No Extra Cost ($5.99/mo. Value) For 24 Months Then Regular Rates Apply If You Choose To Continue Service.
The end date of your promotion is Jun 25, 2025

Finally, I have all forum notifications on for both email and platform, yet I received no notification that you responded to my initial message.  Why does it seem like xFinity is falling apart, and why is this Peacock issue so difficult to resolve when it is clear to everyone I have interacted with that I 100% qualify for free access???

I am at my wits end.

@user_4e8ec0
I get how frustrating this is. This is an issue that our teams are still working on. I don't want you to feel like your voice is going unheard. In the meantime, we are attempting some additional steps to see if we can get past the issue. Judging by the charge on your bill, eligibility is not a question. The issue is getting the activation process started. Would you mind clearing your cache and cookies and attempting the Xfinity Assistant link again? I assure you that we are doing everything we possibly can.

Right?! Nothing like being rewarded with wasted time and frustration. Sadly, typical Xfinity!

I am having the same problem.   I never got the activation banner and I cannot even figure out how to direct message Xfinity.  The assistant is no help.  Please help me to get peacock!

@user_upfqo5 Thank you for reaching out via our Xfinty Forums. I would be happy to review your account and see where things are at with getting signed up for Peacock. To get started, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account. 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

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

Hey there @Lolivings, thank you so much for being an Xfinity customer and reaching out. There is s fix for this, but it's account specific. So, you'll need to reach out to us, so we can put in a ticket to the rewards team to get it repaired. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

I had no problem redeeming my Rewards for Peacock, the problem is I cannot ACTIVATE Peacock. Since

July 2 have talked to 30 agents, 3 tickets opened,  and had two technicians switch out cable boxes. I still do not have Peacock. 

Hey, @rabonb 

Could you please send our team a direct message with your full name and full address? To send a direct message: 

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

@XfinityThomasC​ I have the same problem with Peacock Premium.  Please advise.  

@user_bxor1e We want to ensure you get the support you need on this! I can see we are already chatting in a private message, so we can continue assisting you with this there. 

Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum or Xfinity Support is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

Hello @OhHello ! Sorry to hear you are having trouble! What kind of errors are you running into when you try to get into Peacock after redeeming? 

Hello @Keldawgie, Thanks so much for taking a moment out of your night to leave a post on our community forum. 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 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.