Peacock Premium offer for diamond customer was activated but not working

i was actually able to get this situation resolved.  it took a while for the link at the top of the rewards page to show up.  the issue seems to be the way xfinity sets up their site.  its not ideal and requires a long time to refresh.  so much so that you get frustrated and leave or have to go do something else, the come back.  it seems you get also get sporadically or randomly logged out - then you have to log back in.  their site is a pain, including the rewards site.

@user_kud2xc​  it’s been almost 4 months, 32 talks with agents and each call approximately 1 hour and 45 minutes, two technicians and 4  cable boxes, 4 tickets, still cannot access Peacock. 
I told them there is no way I would turnover my cellphone or security system to Xfinity.  So frustrating 

I just called Xfinity regarding the third open ticket for the Peacock activation and the agent hung up on me !!!!

Hi there, @rabonb ! Thank you so much for reaching out to your Digital Care team. Oh, no I understand how frustrating that is to finally speak to an agent and then have the line disconnect regarding the Peacock redemption issues you are having. Please be assured you reached the right person to assist you. Can you please DM me your first and last name and full-service address so I can assist you further?

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

@rabonb​ OMG I cannot even begin to tell you my level of frustration with Xfinity yesterday. It was actually shocking how bad it was. After about two hours, a supervisor was calling me back in 10-15 minutes. Never did. I reread my text chain, it would be almost comical if I hadn't lost two hours I can't get back. I dare any upper level Xfinity  management person to try to get this solved. Just the 800 number is a cluster****.  I don't think I have ever had a worse customer service experience in my entire life. At one point, they were communicating with me in Spanish. Think how bad cell phone and home security would be!!

@user_48tqqh I am sorry you are unable to access Peacock. What troubleshooting steps have you taken?

@user_621505 Thank you for your feedback, and sharing your success! Comcast and Peacock have been working to improve the activation experience overall. 

@user_621505​ So you did it through the DVR not on a browser using the link provided by Xfinity?

I got [Edit: Language] for 2 hours with no success. I read u need to have a flex 1 box assigned to your account then it will work. unfortunately my system doesnt use this box so there is no way to set this up. I am sure xfinity could fix this issue they just choose not to :(

@user_u5s2mk Just to clarify, are you completely unable to access Peacock with the reward that was offered? We would be happy to look into this further for you since you shouldn't need a box to utilize Peacock. Please send a DM to Xfinity Support with your full name and address to get started.

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" (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,

I had similar problems. On the box, go into Peacock and see what email you are logged in with. For me, I was logged into Peacock with an outdated email address that is no longer associated with my account. Once I logged out and then back in with my current email listed with Xfinity, it worked. Hope this helps.

Hi @user_z8mz0b ! Are you getting an error message of any kind on the TV's? 

Greetings @ncr4

Can you try these steps and let me know if you were able to activate Peacock Premium?

1. Log in to your account on xfinity.com, then open Xfinity Assistant: xfinity.com/xfinityassistant
2. Click Activate Now on the banner that states, "Your Peacock subscription is ready for activation." If you don't see the banner, try typing in "Peacock Premium Activation".
3. You will be redirected to Peacock, so you will want to finish activation on the Peacock site.
Note: You must use the primary email address associated with your Xfinity ID to redeem this Peacock offer. If you use another email address, the system won’t recognize the offer as valid. 

After activating in the Xfinity Assistant, you will want to finish the set up via Peacock by doing the following:

1. Visit https://www.peacocktv.com/ and click “Sign In” 
2. Enter the email address and password associated with your Peacock account (this may be the same login as Xfinity, it may not be. If you have multiple email addresses, I would try them all. You can also select “I don’t know my password” if necessary.)
3. After signing in, you will be able to confirm if you have access to the site. (You can do additional double-checks on account as well by clicking “Account,” navigating to “Plans & Payment”, and confirming monthly charges = $0.00)

I have the same issue, and finally talked to an agent over the phone.  After a 45 minute conversation and troubleshooting, it ends up that the finally acknowledged that several Diamond customers are affected, and that I can expect to fix Bally see the reward and/or banner available in 1-2 MONTHS, but no exact timeline. They told me if I go ahead and pay the $6.99 monthly fee for Peacock Premium, I can call them each month to get credited $6.99 back to my Xfinity account until it gets resolved.

I have been through all the customers experences listed above, AND MORE. 
Tried both email addresses in my Xfinity account. No. I never get the “wait 2 hours for a special email with special instructions”  have been told that 6-8 times . It just gets them off the call.

I have been told upper management at both Xfinity and Peacock are still hammering out the details. But just yesterday, it showed up on the monthly statement as included for free. 
Circular customet service!

Call Peacock. Xfinity failed me so after 4 months I contacted Peacock and they fixed the problem in one day 

As rabonb says above, almost.

I located the means to contact peacock tv by text or email in their website somewhere / somehow, and after several times on my knees pleading, BINGO Peacock TV staff coughed up a promo code (it says it's for employees) good for 2 years starting yesterday.

They could see my account at Peacock TV had the offer from Xfinity attached to my account, but it was not active. A few steps over at my account at Peacock TV, the magic code washes out the $5.99 a month charge to my credit card on file at Peacock TV, and now FREE PEACOCK PREMIUM,  IT'S NOW ACTIVE!

Such drama.

I am sorry to hear you are still having an issue with Peacock activation @user_ump9cv I want to make sure we are respecting your time and not repeat the steps you have taken previously. Can you let me know what steps you have been doing on your end and with customer service? 

I have the same issue with getting Peacock as a Diamond member. My Diamond membership page show my Peacock reward has been claimed, but I don't get a Peacock activation banner in the xfinityassistant and I never received an email about activating it. I have tried the steps suggested by XfinityThomasB with no luck. I opened a ticket with Xfinity support a month ago after claiming the reward. I have followed up multiple times with support. There is no resolution on my ticket and support has no idea when it will be looked at. All they say is they will be in touch when it is resolved. I can't watch Peacock since I cancelled it to get the reward. It sounds like I could wait many more months from the issues all of us are having. It is very frustrating that Diamond member tickets can sit for months with no resolution.

Thank you for reaching out to us @user_whhapk! Our wonderful engineers and Xfinity Rewards partners have been able to resolve this issue for many of our customers. Just to confirm, did you already redeem the reward by signing into our Xfinity Rewards website using the primary user ID on your account? 

After the reward is redeemed, the banner should appear in the Xfinity Assistant chat here.

Hello @user_wxjlql ,thanks for taking the time to reach out today. I'm sorry to hear you are not able to access Peacock. 

Let's try these steps from the beginning, and we'll take note of any issues along the way.

1. Please visit the Xfinity Assistant
2. Click "Activate Now" on the banner that states, "Your Peacock subscription is ready for activation" Note: If the banner does not appear, you may already be activated. Let me know if this is the case.
3. Otherwise, after clicking "Activate Now," enter the email and password you want associated with your Peacock account Note: If you have a previous Peacock account and want to retain your preferences/history, you should use this email address It can be the same as your Xfinity account, but doesn't have to be.
4. Enjoy Peacock Premium!

1.-2. The Xfinity Assistant doesn't show an activate now.  

3. I click Activate now and get a webpage that says "Your Peacock account is already active Head over to Peacock to watch today. Enjoy!" with a link  "Continue to Peacock".  

I click the link to continue to peacock and it says "Pick your Plan" "Subscribe to Watch".

It also won't let me start a new account with a new email address. The only way is to pay for one of the plans. 

@user_wxjlql I can definitely see how that would be an issue, and we want to ensure we get this sorted for you! We know that some customers have had the same experience as you and don't have the activation banner like you should. To help come up with a solution, we've created a new link for you to use as a backup. Can you try these steps out for me and let me know if this helps you get your Peacock Premium access?

1. Visit xfinity.com/activate-peacock and sign in with your Xfinity ID and password.

2. Select the Activate Peacock button to be directed to peacocktv.com.

3. Enter an email address and password for your Peacock account.

[Edit: Made Peacock link active]

@user_04bf85 I can assure you there is no scam. Have you tried any of the suggestions provided on this thread to see if that helps? 

I have done all the bot instructions and have talked numerous times to an actual representative but my diamond reward of peacock premium has never worked. This is an xfinity problem that is not being solved. And it’s very frustrating

To help come up with a solution, we've created a new link for you to use as a backup. Can you try these steps out for me and let me know if this helps you get your Peacock Premium access?

1. Visit xfinity.com/activate-peacock and sign in with your Xfinity ID and password.

2. Select the Activate Peacock button to be directed to peacocktv.com.

3. Enter an email address and password for your Peacock account.

@user_48tqqh. Did you follow these steps already? 

Can I get assistance with mine? It shows I have it free when I go to my bill breakdown but I only had it when I paid for 3 months. I log into Peacock and it says I am not currently subscribed to a plan.