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user_089b8b
20th Anniversary celebration
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Visitor

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3 Messages

Wednesday, June 28th, 2023

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Problem cancelling Peacock Premium

I've paid for a subscription to Peacock Premium for several years before it became free for customers with a Gigabit package on June 26 (yesterday)  I tried to cancel my Peacock Premium subscription on PeacockTV.com, but got a message saying that I would have to cancel it on XFINITY, because it was billed by XFINITY.  When I logged into my XFINITY account, I confirmed that I have a Peacock Premium account that is "Billed by XFINITY-US," but I am unable to cancel it on XFINITY, and the message is that I have to go to peacocktv.com to cancel it.

It's an infinite loop.  How can I break out of it and cancel a service that I now receive for free?

Question

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Updated 

2 years ago

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CCAntoine

Retired Employee

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1.4K Messages

2 years ago

Thanks for reaching out @user_089b8b! Did you create a new account that's free and trying to cancel the paid account or did you redeem the free Peacock reward on an existing account and trying to now cancel it?

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user_089b8b

Visitor

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3 Messages

@XfinityAntoine​ Thanks for your response! I did not create a new account that's free.  I already was paying for Peacock premium before I got the notification that, as of June 26, all Gigabit customers would get Peacock Premium for free.  There was even a reminder to cancel my paid Peacock Premium account.  When I tried to cancel the account on PeacockTV.com, it told me to cancel it on XFINITY.  When I tried to cancel it on XFINITY, it told me to cancel it on PeacockTV.  

On my Xfinity Account page, it says:  YOUR PLAN. and below that is a checkmark next to Peacock Premium, with a notation that it is Billed by XFINITY-US.  Then there's a line that says "Visit peacocktv.com/account to change your plan, set parental controls, or manage your account."

As I mentioned, when I went to peacocktv.com, it wouldn't let me cancel because the account is billed by XFINITY-US.

Please help!

2 years ago

0

CCAntoine

Retired Employee

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1.4K Messages

Thanks for the private message and the info! The name I have on the account is different from what you've provided. Is there another name you know as the account holder that you can provide?

2 years ago

0

user_089b8b

Visitor

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3 Messages

I’m the only person with service at that address.  I’ve sent you my account number.

2 years ago

0

CCAntoine

Retired Employee

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1.4K Messages

2 years ago

Gotcha! It sounds like your peacock subscription may have been bundled in with your plan. I'd be happy to take a look for you and find out. If so, I should be able to cancel it on my end. 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?

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nicollejoy

New Poster

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7 Messages

@XfinityAntoine​ I need mine canceled. I believe it is bundled in my plan but I want Ad Free so I need to subscribe directly through Peacock.  So can you remove it from my account as well?  I can message you my account number? Or should I just send a message to support?

2 years ago

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Thunderbird2

New Poster

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3 Messages

2 years ago

I have a similar problem that I need help to cancel a Peacock account. I've been dealing with Xfinity's so-called "customer service" for the past 4 months to no avail. The problem is as follows...

Several months ago I cancelled TV service, returned my X1 box and upgraded to 1 GB internet service (which includes Peacock Premium which I am now using). My bill reflects at $0.00 -- but also has a separate line for "other services" which keeps billing $2.99/month for Peacock. I have called "support" at least 3 times. Each time it took me over an hour of dealing with bots and chats before getting to a "live" call center person. Each time they gave me a $2.99 credit and said they resolved the problem. But they didn't. My most recent bill shows another $2.99 charge for Peacock. Today I went to an Xfinity store and the manager was awful and incompetent. Needless to say ,,,,I still need help.  Could someone from Xfinity please help me resolve this!!!  The relations between Xfinity is truly a loop.   The Xfinity store manager told me nothing could be done and go to Peacock. The Peacock website clearly says go to your 3rd part provider (Xfinity) if Peacock is billed through them ( which this $2.99 charge clearly is). I am so frustrated with Xfinity. PLEASE HELP ME!!!!

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CCDanielB

Official Employee

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252 Messages

@Thunderbird2 Could you please send our team a direct message. Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message 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 which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window

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

user_zg4jvy

9 Messages

I'm curious - has anyone been able to cancel peacock from their X-finity account.  I have had this same problem and several "Official Xfinity Employees" request I direct message them.  However, only to find they still can't resolve this issue.  I've been advised I needed another piece of their equipment to remove it - so went and got that.  Then I should create a separate e-mail account and establish a new Peacock account since I want it ad free.  Then my worries are sooner or later X-Finity will start billing me for Peacock linked under my X-Finity account and I will be responsible for two accounts.  Then I was told if I downgrade my X-Finity account so it wouldn't be eligible for the free Peacock Premium that was added it would then supposedly have to be cancelled.  However, then I will have lesser speed and maybe have to renew at a higher price?  None of this makes sense.  So, I have run across several of these posts that each individual is asked to direct message X-Finity so it appears they are being helpful, but has anyone been able to get it removed?

2 years ago

0

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