Peacock activation not working - Tried online chat, phone call and in-person store chat with Xfinity reps

Hi Xfinity team — Thanks for following up. I’m on the 2 Gigabit 5‑year plan with Peacock Premium included, but activation is broken. I’m not receiving a traditional error message, but when I click the activation link sent via email or text, it takes me to the “Manage Subscriptions” page, then redirects to the Xfinity Stream Store. There, it shows that Peacock Premium is included with my plan — but the process stalls. The “Next” button is unclickable, and I can’t proceed any further.

I’ve spent hours trying to resolve this — online chat, phone support, multiple store visits — and no one has been able to fix it. The store rep genuinely tried to help, but even he was blocked from making changes. It seems like a simple account reset and re‑adding the subscription should solve this, yet no one has the tools or authority to do it.

Additionally, I’d like to offer some feedback on the in‑store experience. Corporate needs to better support store employees and customers by:

• Placing clear signage at the entrance stating that check‑in is required.
• Notifying customers that wait times may be 60–75 minutes.
• Letting walk‑ins know that appointments are recommended, and providing instructions on how to book one.
• Updating the website and store marketing to reflect this — it’s a simple fix that would reduce frustration and improve service.

Every time I’ve visited, there have been at least 10 people waiting, with more walking in and leaving disappointed. The last rep I spoke with was helpful but overwhelmed by the volume of walk‑ins without appointments.

Lastly, please consider publishing direct contact numbers for departments like:

• Peacock activation support
• Mobile service
• TV and Internet troubleshooting

This would save customers from being bounced around endlessly.

Thanks again — I hope this can be escalated to a team that can actually resolve the issue.

Thanks for getting back to us @user_cktx2t. We truly appreciate your feedback as this helps us improve customers experience.

I was doing some additional digging, and it seems this is a known issue with our new plans that our engineer teams are actively working to resolve. I'd like to get a ticket submitted on your behalf showing you are affected. To get started, send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.