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user_jmtan9
1st Topic

3 Messages

Sunday, June 2nd, 2024 3:21 AM

Peacock premium plus upgrade not working.

I upgraded my free Peacock premium that I get from my internet plan to the Peacock premium plus version for $11.99. It was confirmed but I am still seeing ads. I don't have a TV so all my streaming is usually on mobile, tablet and desktop devices. I don't know if not watching on a TV is the issue but would like to know why and if it's not compatible with my listed devices to upgrade how can I downgrade back to the free premium  version and not have that $11.99 show up on my next bill.

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Updated 

1 month ago

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XfinityAldrik

Official Employee

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1.7K Messages

6 months ago

Thank you for reaching out to us @user_jmtan9! Could you please check if you followed the steps in this article when upgrading to Peacock Premium Plus?

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user_jmtan9

3 Messages

Yes I did exactly what the guide said to do three times now. Still no upgrade. Just a screen that says Thanks for your purchase welcome to xfinity. Still not upgraded but shows me the cost of my new billing amount. 

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6 months ago

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XfinityJamesC

Official Employee

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1.7K Messages

Thank you for clarifying, @user_jmtan9. I would like to take a closer look and see if we can figure out what's happening. If you could 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, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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.
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6 months ago

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user_7jpaja

1 Message

6 months ago

I am having the same issue with my peacock premium plus upgrade

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Nathan_G

2 Messages

5 months ago

I'm having the same exact problem as well. I've signed out of Peacock on all devices to see if that helped, but no. Upgrading to Premium Plus didn't actually upgrade my account. 

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user_3cv83n

1 Message

4 months ago

Did anyone get it fixed? I am having the same issue

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XfinityAldrik

Official Employee

 • 

1.7K Messages

Thank you for reaching out to us @user_3cv83n! Do you have Peacock Premium through Xfinity StreamSaver? At this time, Xfinity StreamSaver isn’t eligible for upgrade to Peacock Premium Plus. 

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

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4 months ago

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Nathan_G

2 Messages

4 months ago

No, I am not using Xfinity StreamSaver.  I put the order in for Peacock Premium Plus, and it's actually showing that I have it, however I do not.  It is NOT reflected in my Peacock watching.

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XfinityBillie

Official Employee

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2.8K Messages

@Nathan_G I can understand the concern and would be happy to take a look and see what's happening with the Peacock order. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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

(edited)

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

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4 months ago

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shrikebtr

New Poster

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7 Messages

2 months ago

I have this same issue and would like to engage support on it.

1

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XfinityGabby

Official Employee

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1.5K Messages

Hello @shrikebtr. Thanks for reaching our team. Here's a helpful list of supported devices if you aren't able to access/view on a TV. You can also double-check your subscription here to make sure that your subscribed to the correct plan.

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

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2 months ago

0

user_476dh3

1 Message

1 month ago

I have the same issue. Customer service says I have Peacock Premium Plus, but I still have the same ads and paywalls I had with Peacock Premium.

1

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XfinityDena

Official Employee

 • 

2.5K Messages

@user_476dh3 I would be happy to take a look at the account. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

(edited)

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

1 month ago

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