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43 Messages

Friday, December 15th, 2023 4:46 AM

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Peacock Premium in account and on computer but not via Xfinity DVR/TV

Our account is X1 Preferred Pro and says it includes Peacock Premium. I've activated and everything and it certainly works via the web connection on a computer, but on the TV via the Xfinity DVR box it just lands on the Peacock App and it is obviously not Premium. It gives options to subscribe. No "accept offer," and when Mr. Monk's Last Case shows up to select, it isn't accessible unless the subscription steps are taken.

So somehow the DVR/TV doesn't know I accepted the offer. (Our invoice does say "Peacock Premium Included $0.00" as an Add On that lasts until July 28, 2025.)

I tried the IT standard trick of turning it off and then on again (unplugged the DVR from power, then plugged back in), but Peacock Premium just isn't there when viewing via the DVR/TV and into the Peacock App.

Anybody have a clue?

thx

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11 months ago

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com-forum-apple

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43 Messages

11 months ago

XfinityChelseaB via Direct Messaging gave a pretty good hint, which I was able to run with. She asked if I maybe had another email address associated with a Peacock account. And I do. (Not on purpose.) I have two Peacock accounts associated with two different emails, and yes, one of them was the free Xfinity offered Premium. So finding how to log out in the App via the DVR/TV and then log in again with the correct, Premium associated email took some doing, but now the App via the DVR/TV is connected to that other account and is Premium. For a year or so anyway.

Note that the tricky bit I had to stumble into is what looks to be standard for Apps via Xfinity DVR/TV (or SmartTV connection, I imagine). And that is the "Last" key on the remote. Well, our remote has it just to the left of "Info." "Last" takes you to the prior screen usually, but when at the initial Home screen for an App, it seems to bring up a left-hand column of choices. "Find," "Account," etc. One of them must be your saved list too...

So thanks XfinityChelseaB for the correct nudge!

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XfinityEmilyB

Official Employee

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1.7K Messages

Thank you for taking time to share your solution with the community, @com-forum-apple! I hope you enjoy all the awesome content on Peacock :). 

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

11 months ago

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XfinityJeniece

Official Employee

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2.4K Messages

11 months ago

Hey there, @com-forum-apple, thanks for reaching out through Xfinity Reddit regarding your Peacock Premium account. We would be happy to help you with troubleshooting your account. Have you tried logging out of the account on Peacock and then signing back in to see if that helps? Are you signed in to the same account on your TV as the computer?  

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com-forum-apple

Contributor

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43 Messages

Hmmmm... I may have been wrong about being able to see Peacock Premium via the computer. When I follow the https://customer.xfinity.com/activate-peacock link now, it says: Your Peacock account is already active - along with a clickable Continue To Peacock. But once there, it requires a sign in, and that account says I have no subscriptions, and premium content still has a "subscribe to see this" paywall.

I do see in a Peacock FAQ: 

If you have not already signed up for Peacock on our website, you may be able to sign up for Peacock Premium through your Xfinity subscription.

It is likely I did sign up for free Peacock some time ago in response to an offer from Xfinity, probably just to watch one thing on my iPad (Roxy The Movie - Frank Zappa). I see no way to delete that account, which possibly then would let the standard "Accept Offer" happen in the DVR/TV app.

Via the account information for my DVR/TV Xfinity, it does look to be my one Xfinity account.

11 months ago

0

ccRuben

Retired Employee

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729 Messages

Please send a direct message with your name and address. Thank you 

 

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

11 months ago

com-forum-apple

Contributor

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43 Messages

Yes, I Direct Messaged that info to Xfinity Support. thx

11 months ago

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