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SingerA
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17 Messages

Sunday, October 1st, 2023 4:05 PM

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Peacock

For the last three weeks, I have not been able to sign into Peacock.  As a platinum member, I'm supposed to get it free.  On my bill, it says free.  But when I try and sign in, I get a "subscription"

leaf .  I have called two Sundays in a row and spent several hours back and forth with various technicians and agents, to no avail.  No one can seem to figure out the problem.  Now it's Sunday again and because of my schedule, this is the only day I can just sit on the phone waiting for someone to figure this out.  I don't want to do that.  I want Peacock to work.  Can you please figure out why it won't and restore it to me.  Thank you.

Question

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Updated 

1 year ago

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XfinityKrista

Official Employee

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1.5K Messages

2 years ago

Hello SingerA,,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!

 

Other notes: - If you try to log into Peacock on X1 or Flex, you can ignore any offer messaging and simply log in with the credentials that were just used/created

 - If you encounter a red banner error that says, "We are unable to link to your Xfinity account. You may already have Peacock Premium. Learn More," you may have Peacock through a 3rd party (Roku, Amazon, Apple, etc.)

- If you are billed by a 3rd party, you will have to cancel that existing subscription first before activation will be successful with Peacock (the Learn More link in the red banner has instructions)

- Going through the cancellation step will likely result in you having to wait for your account to "expire" or "cycle" before you can complete setup. You will have to contact your 3rd party biller to determine when that date is. - Otherwise, you can create a new account (using a different email address) to activate the subscription immediately (you will not be able to retain your preferences/watch history) At this point, we'll need to know if none of the above works or applies to you. Please provide any details of further problems you encounter, and we'll go from there

 

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SingerA

Regular Visitor

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17 Messages

There is no activate now banner.  When I go to Peacock it still says I need a subscription.  I'm not a third party subscriber.  Right on my Xfinity bill it says Premium Peacock subscription - free.  This is the 4th week I've been trying to get this fixed.  What is going on?

2 years ago

0

XfinityKatie

Official Employee

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744 Messages

@SingerA  We definitley want to ensure that you are able to activate this feature! Just to confirm, did you already redeem the offer via Xfinity Rewards? Does the activation banner populate for you if you visit the Xfinity Assistant and type in "Peacock Premium" or "Peacock Premium Activation"? Also, have you ensured that your account is current and not past due? If the account is past due at all, you would be unable to properly activate the offer, so it is just something I wanted to mention just in case!

[Edit: Tagged poster]

(edited)

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

SingerA

Regular Visitor

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17 Messages

There was an update, about 6 months ago. I redeemed that. This problem just started about a month ago. My bill is not delinquent,  in fact it was just paid.  

2 years ago

0

XfinityChristy

Official Employee

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1.9K Messages

Thank you for those details. I would like to take a closer look at your account to see how we can help. To get started, please send our team a direct message with your full name and full address.

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
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

SingerA

Regular Visitor

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17 Messages

Still no change. I still cannot access FREE Peacock as a Premium member. I am out of town today 10/13 until Tuesday 10/17. I won't be able to check until Tuesday. 

2 years ago

0

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