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user_fwsrby
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Saturday, February 7th, 2026 10:29 PM

Platinum member, but Xfinity says I am ineligible

Hello. I received the email saying that I am platinum member on January 12, 2026. I have been trying to figure out the free Peacock Premium offer since then. Finally, I have gotten to a screen that tells me I am ineligible for the offer. Based on other searches it seems like a question added here could possibly get me some resolution with this issue. 

Thank you

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2 hours ago

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XfinityMatthew

Official Employee

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1.4K Messages

2 hours ago

Hello user_fwsrby , You do qualify for Peacock with the Xfinity Platinum tier membership. Normally to qualify you first need to redeem the reward through our Xfinity Membership website. Are you able to log in and confirm if the option to redeem is available to you? There is a known issue right now impacting some accounts. 

 

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user_fwsrby

Visitor

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2 Messages

Unfortunately, I have tried this and get the message stating I am ineligible. 

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2 hours ago

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XfinityMatthew

Official Employee

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1.4K Messages

Okay. Appreciate you confirming that is the site you tried. Please send us a direct message with your full name and the service address. We will get this escalated to the Xfinity Membership team to help get the option added. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" 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.
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2 hours ago

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