Trying to help my folks set up Peacock

Hello,

So so far I've set up peacock to my Xumo without any issues where I was able to activate it. Earlier today however I was at my parents place and they're having trouble activating their peacock streaming service.

From what I understand, their plan is similar to mine where Peacock is included with their plan. For some reason however when they are trying to get the account activated the peacock service is asking them to activate a premium in spite of the plan that they have.

There's something I'm not understanding here. If they've went from cable to streaming like I did could there have been a cross over of information that caused this to happen? Does it have anything to do with the email associated with the emails they have? I was hoping to see if anyone might be able to help me figure out a solution for the problem my parents are running into because I'm not sure why they're having this issue.