Peacock Plus

Why does my account say i'm gold level when i have been a member since 2019? Received eligibility email for free Peacock Premium, but the reward tile is completely missing from my portal, and the activation page displays an ineligible error

Responses

Oldest First

Selected Oldest First

U

user_tzumpp

Visitor

•

4 Messages

3 days ago

Was using the Xfinity Assistant and was told the following:

As I have checked, you should be a diamond customer since you have completed 7 years with us. Thank you so much for being with us. It seems that there is some issue preventing it from updating.

So, let me go ahead and raise the request to the dedicated team so that the account will get updated, and within 8-10 days, it will start showing on your end.

-Does it really take that long to fix this issue?

1

0

U

user_tzumpp

Visitor

•

4 Messages

I am writing to request a courtesy billing credit on my account due to a verified billing/rewards system error on Xfinity's end.

During a support chat today (Reference: Agent Rianna), it was confirmed that my account has been mistakenly misclassified as a "Gold" tier customer, despite my continuous loyalty since 2019. The agent verified that based on my 7 years of history, I should have been recognized as a Diamond tier member.

Because of this systemic profile error, the Peacock Premium reward tile is completely missing from my portal, and the activation page drops an "ineligible" error code. A backend ticket was submitted, but I was informed it will take 8 to 10 days for my status to manually sync.

This technical delay means I am completely locked out of a major, active promotional perk that I am legally eligible for. Additionally, this caused immediate inconvenience as my children are currently in town and we are unable to use the service as intended.

Given that Xfinity failed to accurately maintain my customer loyalty profile and is delaying my access to a free service tier perk for nearly two weeks, I am requesting a standard service courtesy credit to compensate for the system error and poor customer experience. I look forward to your confirmation of the credit allocation while the backend team processes the tier adjustment. Thank you

Like

Reply

3 days ago

0

XfinityJohnG

Official Employee

•

3.1K Messages

3 days ago

Thank you for reaching out here about that membership status. I will be happy to look further into that from our end. There is an escalation process to correct any tier status problems. If you would like us to look further into that from here we are happy to submit that escalation from our end.

2

0

U

user_tzumpp

Visitor

•

4 Messages

Yes please escalate it through the process

Like

Reply

3 days ago

0

XfinityJohnG

Official Employee

•

3.1K Messages

I will be happy to get the membership issue escalated for you from here. In order for me to access your account I will have to ask you to send me a direct message with the full name and complete address for your service. To send a direct message.

• 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

How to: Direct messaging within the forum | Xfinity Community Forum

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 as Best Answer. tick

Like

Reply

3 days ago

0

Sign-In and Account Management

user_tzumpp

Peacock Plus

user_tzumpp

user_tzumpp

XfinityJohnG

user_tzumpp

XfinityJohnG

New to the Community?