I am an Xfinity Reward Diamond member and am entitled to a free Peacock subscription

When I try to activate from the https://customer.xfinity.com/activate-peacock screen

We’re sorry, your account isn’t eligible for this Peacock offer

I do have an old Peacock account, is that maybe causing this problem?

I have seem many posts regarding this problem and the people are told to click on the chat

icon at the top right of the screen and send a DM, but there is no icon

I tried talking to support and they took my info and said someone would get back to me 

but no one ever does.