Xfinity Peacock log in

Hi. For the last 6 months or so we have been unable to access Peacock, which I have been assured is included with our Xfinity cable service. I estimate that I have spoken/chatted with 10+ Xfinity customer service representatives, as well as a customer service representative with Peacock, and the matter remains unresolved. Though we have been Xfinity customers for over 10 years, Xfinity has shown little interest in resolving the issue and returning the service to which we are entitled as Xfinity cable subscribers. I need assistance. 

As background, approximately 2 years ago, Xfinity notified us that Peacock was available at no cost as part of our cable service. I established a Peacock account using a personal email address and the service worked as anticipated for approximately 1.5 years. I accessed the Peacock application by speaking into our Xfinity remote ("Peacock") on a television that is attached to our cable box. I am unsure what changed, but at some point in the last 6 months, now when we go to Peacock it says "please subscribe to watch the subject program," or similar. We made no changes to the associated email account,  Xfinity credentials, password, and user accounts from the time when the service worked to now, when it does not. I do the exact same thing to get to Peacock (speak into my remote) but have not been able to watch Peacock programming. 

Though my interactions with Xfinity customer support are numerous, it appears that my customer service chats are only available with the "Xfinity Assistant" for a certain period of time. I likely have downloaded transcripts saved somewhere but for now I only have access to my chats on 9/9 and 9/14. On 9/9, Xfinity customer service representative Kajal confirmed "yes, you have a [sic] peacock with your account." When I explained my issue, Kajal suggested the following: 

To activate Peacock Premium, Xfinity customers can follow these steps:

1. Visit customer.xfinity.com/activate-peacock and log in with primary Xfinity ID.

2. Click "Activate Peacock Premium" and enter your email address.

3. Create a Peacock password and provide account details, then click "Activate."

4. For existing Peacock accounts, enter email and password, then click "Sign In & Activate."

5. Start watching Peacock content by clicking "Start Watching Peacock."

For Diamond or Platinum Xfinity Rewards members, they can redeem a special offer for Peacock Premium through the Xfinity Rewards website. Silver and Gold tier members are not eligible.

I told Kajal that I have tried that solution a number of times previously. Each time I try to "activate" service, I am told that I already have an active Peacock account (which is true). Kajal suggested that I try using a different email address. I tried that and it was not successful, as it requires that I enter my Xfinity credentials which, as stated, routes back to the account I mentioned above which tells me I need to subscribe to access Peacock (though, I am already subscribed). 

On 9/14, I chatted with customer service representative Bal. I always begin by having the representative confirm that we have Peacock service. In response, Bal stated "yes, I have checked, and you have the peacock on this account at [** address]." Bal suggested I return to the xfinity.com/activate-peacock link. I explained that I have tried that many times and it does not resolve the issue. As with Kajal, Bal suggested I try another email address - specifically, an account ending with comcast.net which I do not use. Not surprisingly, since I don't use that email address, it did not resolve the issue. Bal next stated: 

"I just get the message from our dedicate team there is an ongoing issue with peacock. Many of our customers are facing this issue, and a ticket has already been generated for it. Our dedicated team is already working on fixing the issue. Once the issue is resolved, you will receive a text confirmation that it has been fixed."

I told Bal that I had not not been informed that this is a known issue nor directed to the "dedicated team" previously, and worried that Bal was simply trying to get me to discontinue the chat. Bal offered to allow me to speak to a supervisor but said the supervisor would have the "same access." When I declined (as, per Bal, the supervisor would not have the specialized knowledge needed to resolve the issue), Bal asked that I "let me arrange the call back with our dedicated team who are working on this issue." I said that would be great. However, when I received the phone call, the customer service representative told me he was not a "dedicated" Peacock specialist but a standard customer service representative who had the same solutions to offer. I was transferred to another department who handles "account issues," and then transferred again to a third customer service representative. The third representative, fortunately, appeared to have specialized technical knowledge. Over the course of 2 hours, the representative had me run a number of tests, reset my cable box and other services. Unfortunately, it did not resolve the issue and we continue not to have access to Peacock. 

After running the tests and going through his troubleshooting list, the representative concluded that the issue lies with Peacock. I explained to him that I had been told that previously, called Peacock, and was told that Peacock would have no dominion over Xfinity log-in issues. I do believe, however, that the representative is right - this is an issue with Peacock, but also an issue with Xfinity. Peacock, for some reason, associates my account with one that requires a subscription - even though I receive the service through Xfinity. The representative offered to call the Peacock general customer service line (though, this was curious as Peacock and Xfinity are within the same corporate structure - it would seem there is an internal number but perhaps not) with me on the line but with 3 hours already into the process that day, I needed to be available to my children. 

As stated, the following four things are true: 1) I am an Xfinity cable customer; 2) Xfinity provides Peacock to its Xfinity cable customers; 3) multiple representatives have told me that I have Peacock on my account; and 4) I cannot access Peacock. I wish to have this issue resolved. I have spent hours talking with customer service representatives. First, because my kids wished to watch a kids movie on Peacock and more recently because there are exclusive sports events that I would like to watch on Peacock. Xfinity refuses to perform any more than a surface-level investigation into the issue and the bottom line is that I am being deprived of a service for which I pay. 

Please advise (and please don't suggest the "activate-peacock" link). Thank you.