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rickrox
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10 Messages

Monday, July 8th, 2024 10:49 PM

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Upgraded to Peacock premium plus (no ads). Still getting ads

Over 3 weeks ago I upgraded from peacock premium to peacock premium plus but I am still getting ads. I am getting no where with Xfinity support. They have given me excuse after excuse.  They claim they will call me back and they don’t. One tech person told me to wait until next billing cycle which I did and still nothing. They keep suggesting I contact peacock which makes no sense because Xfinity is billing me not peacock so how would peacock know which plan I am on since it is not their system and I don’t think peacock can access my Xfinity account from their system (which I would be even more concerned if they actually could because that would indicate a serious breach). The suggestion is ludicrous but I did it anyway and guess what happens?  Peacock suggests I contact Xfinity. Surprise surprise. I feel like a ping pong ball going back and forth back and forth. I am so frustrated I want to blow my head off. Here is a suggestion. Why doesn’t Xfinity reach out to Peacock?  Does anyone have any suggestions how I can escalate this issue with Xfinity?

All help would be appreciated!!!

Cindy

Question

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Updated 

8 months ago

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XfinityDemitrius

Official Employee

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1.8K Messages

10 months ago

Hey @rickrox, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Peacock Premium/Plus subscription issues. I would be more than happy to offer my assistance looking into this further for you.

We would have limited information as we do not support troubleshooting the Peacock streaming services. You would need to reach out to Peacock for further support. What we can do is help confirm, verify, and go through a few steps with you to ensure the upgrade to Peacock Premium Plus is reflecting on the account.

 

Could you please sign in to your Xfinity account via the Xfinity App or Xfinity web portal and take a screenshot of the Peacock Premium Plus upgrade charges and/or plan information? This should be an $11.99/month charge. You should be able to quickly find this information when signing in with your Primary Xfinity ID. 

 

Could you also log into your Peacock account online and provide a screenshot of your current account summary. You should be able to view Your Plan by Clicking Here, signing in, and it will provide any offer information or plan information regarding Peacock. 

 

We look forward to seeing the screenshots and information so that we can assist further. Please be sure to remove any personal information from the screenshots if present.

(edited)

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rickrox

New Poster

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10 Messages

Here are screenshots. I included the confirmation email from Xfinity when I did the upgrade. 

[Edited: "Billing information"

(edited)

10 months ago

0

XfinityDemitrius

Official Employee

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1.8K Messages

Great! Thx!  @rickrox Since it appears the upgrade happened in the middle of a billing cycle for the Peacock services, per the email, your Peacock Premium Plus subscription will take place on July 22nd, 2024. Please accept my most sincere apology, but we would need to wait a couple more weeks before the subscription can take place as the system is unable to upgrade the plan in the middle of a subscription month for the Peacock service.  

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
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

10 months ago

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rickrox

New Poster

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10 Messages

Then can you please explain why I was billed for June to July?

[Edited: "Billing informtion"]

(edited)

10 months ago

0

XfinityVianney

Official Employee

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2.1K Messages

The billing will trigger automatically once you sign up, but the access will still take time to update based on the billing cycle. I know this is not the answer you were hoping for, but you will have access on July 22nd.

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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10 months ago

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rickrox

New Poster

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10 Messages

Truthfully I am very skeptical of this answer. The confirmation letter says it renews on July 22nd not starts. Let me ask this question;  if I had not included that email what would your response have been based on the other 2 documents I sent you?  I have spoken to many people. No one gave me that response. I am paying for service right now but not receiving it. Why would I be billed if the service isn’t starting until the 22nd?  I honestly think that no one has a clue what is going on. Why can’t Xfinity reach out to Peacock?  

Cindy

10 months ago

0

user_drsijw

4 Messages

9 months ago

I am having the EXACT same problem. It's infuriating. @rickrox did you get a resolution? 

4

user_drsijw

4 Messages

UGH this is soooo frustrating. Day 3 of a different story from every person I talk to. How is this so hard??? I want to upgrade my service and pay more and this is what I get? I am definitely researching other cable companies today- as I am currently on hold AGAIN with Xfinity. This current person said there is no message or issue on my account. Funny- I have been told for 3 days that it has been escalated and there is a team working on it. So done with xfinity. This should be illegal.

9 months ago

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user_drsijw

4 Messages

and the Xfinity support they refer to is USELESS

9 months ago

0

Katie_Dawson

2 Messages

8 months ago

I don’t know if this will help anyone else, but I was stuck in the same situation — I had a peacock premium with ads account through Xfinity and had been streaming on it for a while. I went to upgrade to premium plus without ads, completed the transaction through xfinity, it showed on my services and billing but I was still getting ads when watching peacock. Today I logged into xfinity.com (not the app) and noticed a banner at the top telling me to “activate” my peacock subscription. I’d ignored this before because I’d already been streaming peacock with my account through xfinity for over a year so I didn’t think it applied (clearly I thought I had already activated it). I hit the activate button anyway, went through the confirmation process and boom no ads! I didn’t change anything with the billing, I only went through the process to “activate” my peacock account on xfinity.com (whatever that means). Not sure if that’s a different problem than everyone else, but it worked for me!

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rickrox

New Poster

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10 Messages

Where inside the app?  I logged in on website and the page that opened after I signed in doesn’t have a banner. Did you go somewhere inside the website?

thanks

8 months ago

0

XfinityKrista

Official Employee

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1.5K Messages

Hello @rickrox, thank you for taking the time to reach out on social media.  I understand your concern with the Peacock ads, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message
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

8 months ago

0

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