4 Messages
Can't sign into free Peacock account
I received an offer for a free Peacock Premium account through my Xfinity account. I already had a Peacock Premium account, so I cancelled that and waited for it to run out. (I know it has run out, because I logged in and wasn't able to watch things any more.) But when I clicked the link I received from Xfinity to activate my free Peacock account, and entered my existing Peacock email and password, I got the message "We were unable to link Peacock to your account. You may already have Peacock Premium." What do I need to do??
XfinityDena
Official Employee
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3.5K Messages
2 years ago
Thank you for reaching out @user_e8f9fd. Have you tried to log into the Peacock app using the email associated with your Xfinity account?
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XfinityDena
Official Employee
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3.5K Messages
2 years ago
Thank you for trying that for me. After some research I have found: If the customer encounters a red banner error that says: “We are unable to link to your Xfinity account. You may already have Peacock Premium. Learn More” they may have Peacock through a 3rd party (Roku, Amazon, Apple, etc.)
• If they are billed by a 3rd party, they will have to cancel that existing subscription first before activation will be successful with Peacock. (The Learn More link in the red banner has instructions.)
• Going through the Cancel step will likely result in the Customer having to wait for their account to “expire” or “cycle” before they can complete setup. Customer will have to contact their 3rd party biller to determine when that date is.
• Otherwise, the customer can create a new account (using a different email address) to activate the subscription immediately – they will not be able to retain their preferences/watch history.
Have you checked to confirm your previous account is fully canceled?
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Lolivings
Frequent Visitor
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18 Messages
2 years ago
Same issue, I cancelled an existing peacock premium account, and this did not work. Used as second email address that was linked to a long expired peacock account, this did not work. Tried to use a third different email address, but it would not let me set up without first buying a plan. Seems like Xfinity has offered a free plan which can not actually be used.
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sandrichka
Frequent Visitor
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10 Messages
2 years ago
Free Peacock offer via Xfinity was working for a while, then stopped working (I would only see a screen with Peacock subscription offers.) Couldn't login on Peacock with Xfinity user/password either. Showed "activated" on Xfinity site but got the same subscription screen there. Listed on my bill, free until 6.25.25.
Countless hours spent with Xfinity chat and live agents, no solution even after they created a ticket and promised me an access code that never came.
Finally decided to contact Peacock via chat yesterday. A 45-minute wait but it was worth it-Peacock solved the problem in about 10 minutes!
Turns out Xfinity had re-linked my free Peacock offer to an old email I no longer use instead of the active one I use for Xfinity. The Peacock agent was able to see this after asking me for all email addresses I have and checking each one against whatever record they have on this Xfinity offer. I was able to log in on the Peacock site using the old email as username, get a password re-set sent to my old email address, and my access to the free Peacock offer was restored. I later changed my email address on the Peacock site to my current one. All good, and the Peacock site clearly shows my free offer.
Xfinity never checked into other email addresses and no one at Xfinity seems to know how to solve this access problem.
In any case it might not hurt to go to Peacock-it worked for me!
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