Peacock

From: [Edited: "Personal Information"]
Date: February 24, 2026 at 12:01:18 PM EST
To: [Edited: "Personal Information"]
Subject: Re: Following up on your recent Xfinity survey

Hi Ryan,

I appreciate your reaching out regarding my customer service experience.

 

I am writing my reply to formally escalate a recent experience with Xfinity that I find deeply troubling.

 

My original issue involved being told that my television brand is not compatible with streaming Peacock and that I would need to use another device such as a phone or tablet, (which I do not own). Given the amount I pay monthly for my Xfinity services, I found that response unacceptable.

 

The first representative I spoke with, located in Colorado, was excellent. He was clear, professional, and genuinely tried to help. Unfortunately, after being transferred to technical support, the experience deteriorated. The connection was extremely choppy and difficult to understand. I informed the representative that I was struggling to hear him clearly, yet the issue persisted. Ironically, this occurred while contacting my internet and communications provider.

 

That representative informed me my television is not compatible with Peacock. I was told I would receive a follow-up call within seven days. I am still awaiting meaningful resolution.

 

What has angered me far more, however, was a subsequent call I received later that evening from someone in customer service. I was told that in order to close my case number, I needed to send a text using a specific code. I was instructed to reply with the number “9” to complete the process. I informed the gentleman I was not comfortable doing this, as I have never been asked to do so in the past. He assured me it was fine and was required.

 

After doing so, I realized I had not closed my case, but instead, I had submitted a customer service rating. It became immediately clear that I had been misled into submitting a high rating under false pretenses. When I confronted the representative, he stated the code had been used twice and apologized. That explanation was not credible.

 

This is not a misunderstanding. This is manipulation of customer feedback.

 

I expect the following:

 

1. A review of the call recordings related to my case.
    
2. Confirmation that the manipulated rating is removed from your system.
    
3. An explanation of how this conduct aligns with Xfinity’s customer service policies.
    
4. A real solution regarding Peacock compatibility, not a dismissal to another device.
    

If this matter is not addressed appropriately, I will escalate this further within Comcast corporate leadership and file complaints with the appropriate consumer protection agencies.

 

I am not interested in a generic apology. I am interested in accountability and resolution.

 

I look forward to your prompt response.

 

Sincerely,

 

[Edited: "Personal Information"]