Downgrade Peacock Premium Plus

I signed up for Peacock Premium Plus via the Xfinity website for $13.99 so I could get some of the benefits that do not come with Peacock Premium. I had previously received Peacock Premium for free via a promotion. I am trying to downgrade back to Peacock Premium. The website will not let me downgrade. I've attempted from multiple browsers to do so. I used live chat and they told me to use a cable box to downgrade. I let them know I do not have a cable box. They then said I would have to call in to get assistance. I called in and someone told me that I wouldn't be charged $13.99, but the website clearly shows my next bill will have a $13.99 a month payment for Peacock Premium Plus. How can I get this charge removed from my bill?

Responses

Oldest First

Selected Oldest First

XfinityGabriel

Official Employee

•

2.6K Messages

3 months ago

edward23, Hi there! Thanks for taking the time to reach out. I can understand the importance of canceling the Peacock Premium Plus and getting that charge removed as a subscriber myself. I am sorry to learn about this experience with the website not letting you downgrade after trying on multiple browsers. You've reached the right team of experts to help with this over social media. Let's get this fixed. When you try on the website, are you following all the steps like in this link here? What is happening with the website by it not letting you downgrade? Are you getting an error message?

0

E

edward23

Visitor

•

3 Messages

3 months ago

This issue resolved itself. I likely needed to wait several days for the "upcoming charges" value to update properly

0

josa93

Visitor

•

7 Messages

7 days ago

I, too, am having the same issues as @edward23. Can I get this charge removed from my bill? I have tried repeatedly tried using the directions here: https://www.xfinity.com/support/articles/cancel-peacock-premium-plus. However, every time I remove Premium Plus from account and the cart is updated to show the reduced price, I hit next and this is the error message: "Sorry about that! We had a problem with our site. Try again". I, too, have tried multiple browsers yet the resulting error message is the same. When I called into customer support I was told there was no way to cancel Peacock Premium Plus, however, the directions say otherwise. Please help.

8

0

XfinityGabriel

Official Employee

•

2.6K Messages

josa93, Hi! Welcome to our forums page, and thank you for contacting us. I am saddened to see that you are having the same issue with cancelling that subscription. Thank you for trying the multiple browsers. Our team of experts is happy to assist. I see that @edward23s issue resolved itself after giving it some time. Did you just notice this same issue today or did you also give it some time to see if the upcoming charges value updates properly via the website?

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

Like

Reply

7 days ago

0

josa93

Visitor

•

7 Messages

Hi, @XfinityGabriel. This issue has been going on for over a week. I've tried it repeatedly from different computers and browsers and even cleared the cache and cookies. My upcoming charges show that I have Premium Plus. And then when I select remove Premium Plus the price in the cart is reduced to reflect removal, however, when I select "Next" that is when the message "Sorry about that! We had a problem with our site. Try again" comes up. The cart price will continue to reflect the removal but you cannot proceed to finalize the transaction without constantly getting the "sorry about that" message. I'm happy to provide screenshots it that will help. Thanks.

Like

Reply

7 days ago

0

XfinityGabriel

Official Employee

•

2.6K Messages

josa93, Thanks for sharing these details. When you originally signed up for Peacock Premium Plus, did you sign up online through XFINITY? Did you sign up for Peacock through your X1 TV Box, Flex streaming TV Box, or Xumo Stream Box? Would you mind also sending over a screenshot of that error message?

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

Like

Reply

7 days ago

0

josa93

Visitor

•

7 Messages

I originally signed up for Premium Plus on the same Xfinity website that I'm trying to cancel on. (You cannot manage your subscription on Peacock's website, because it says the subscription is managed by Xfinity and to make any changes on Xfinity's website.) I do not have a X1 TV Box, Flex streaming TV Box or Xumo Stream Box. Below is what you see on the website that shows my updated cart and the fact that I have removed Premium Plus:

Then after I hit "Next" is when the error message appears. The cart is still showing what would be the new price if Premium Plus is removed, but after hitting "Try Again" and "Next" again it just goes back to the same error message.

Like

Reply

7 days ago

0

XfinityOrlandoM

Official Employee

•

2.4K Messages

Thanks for clarifying when it comes to canceling the Peacock premium plus you have to that through that website, I recommend is try clearing your caches and cookies and trying it again

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

Like

Reply

7 days ago

0

E

edward23

Visitor

•

3 Messages

7 days ago

My assertion that issue resolved itself for me was pre-mature. Despite being able to go through and remove Peacock Premium using the directions provided, it didn't actually remove the charge from my monthly bill.

I called into support and asked them to remove this charge. I was told that the charge would no longer be seen moving forward. They were wrong.

Any attempt nowadays to visit that streamstore page results in an error message indicating I should contact support.

I'm left with a general feeling there is no way to eliminate this charge without completely canceling my account. I'm just waiting for Fiber to be installed in my neighborhood.

2

0

XfinityGabriel

Official Employee

•

2.6K Messages

edward23, We would surely miss your business. I would like to pull up the account and see what's going on with that charge on the monthly bill. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

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

Like

Reply

7 days ago

0

josa93

Visitor

•

7 Messages

Thanks for sharing you status @edward23. I was wondering how you got so lucky, but I guess that was not the case! There is a long Reddit thread on r/Comcast_Xfinity where a user had a similar issue and concluded the only way to get the charges from appearing on their account was to cancel Xfinity. I'm working with Xfinity Support in the chat and they seem to be working towards a solution with the Peacock/NBC support team. Hopefully, we'll get there.

Like

Reply

4 days ago

0

Billing

edward23

Downgrade Peacock Premium Plus

XfinityGabriel

edward23

josa93

XfinityGabriel

josa93

XfinityGabriel

josa93

XfinityOrlandoM

edward23

XfinityGabriel

josa93

New to the Community?