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user_71d4tr
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09/30/2026 6:35 PM

Platinum Rewards tier is not pushing the Peacock entitlement token to my account

My Platinum Rewards tier is not pushing the Peacock entitlement token to my account (not able to resolve in a lengthy Chat session), I need a Tier 2 care agent or a backend ticket submitted to refresh my rewards entitlement, or possibly some other action is needed with my account.  Thanks! in advance for your help with this!

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Roselynn

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4 Messages

3 hours ago

Well, good luck. I’m a Diamond member and I’ve been on the phone two hours both Sunday and an escalated call Monday with Customer Security Assurance. I still get a screen that says “Sorry, you’re not eligible to redeem benefits” when I try to activate through a link from an email from Xfinity stating my eligibility for Peacock (value $12.99). The second call was Tier 2. I think he’s going to escalate it more. I screenshot the “not eligible” message so he could send it to someone. 
I am recognized as a Diamond member in both emails and my statements. GET IT TOGETHER XFINITY!! 

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XfinityThomasA

Official Employee

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3.9K Messages

 

Thank you for your choice in service providers over the years, Roselynn. We'd like to check on your ticket and follow up with you to ensure it's resolved. Please send us a Direct Message.

On a Desktop:

Make sure you’re logged into the forums.
Click the Direct Message icon in the top-right corner of the page.
Click the New Conversation icon to start a message.

Note: If the New Conversation icon is disabled, go to Profile Settings, uncheck “Opt Out from Direct Messaging,” and click Save.


In the “To:” field, type “Xfinity Support” and select the Xfinity Support handle with the blue checkmark to send your message.

On a Mobile Device:

Make sure you’re logged into the forums.
Tap the New Conversation icon.
In the “To:” field, type “Xfinity Support” and tap the Xfinity Support handle with the blue checkmark to send your message.

How to: Direct messaging within the forum

 

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.
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50 minutes ago

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user_71d4tr

Visitor

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3 Messages

3 hours ago

Thanks! My account is on the Platinum Xfinity membership tier, but the Peacock Premium perk is entirely missing from my StreamStore/subscriptions list, and the activation portal now gives an 'account isn't eligible' error and after I had successfully Claimed this offer.

Likely my profile needs a backend provisioning sync or a manual tier-entitlement ticket submitted to the Xfinity Membership team, or some other account related action.

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Roselynn

New Poster

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4 Messages

This a tech firm. Either get it together or override it as a comp on the Peacock Premium perk. Seems like that’s an easy fix. I’ve been verified a million different ways.

We can’t be the only people who this is happening to. They are separate entities and wonder how much this has to do with it. They just may not interface with each other.

(edited)

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3 hours ago

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XfinityDilary

Official Employee

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3.8K Messages

1 hour ago

 

user_71d4tr. Thank you for reaching out, and I'm sorry to hear about the trouble activating your Peacock reward. We'd be happy to take a closer look at the account and review the rewards' entitlement. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

 

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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