Cannot activate Peacock upgrade

I already have an activated Peacock Premium subscription which Xfinity gave me for free. Recently I decided to upgrade to Peacock Premium Plus, and my subscription page says it needs to be activated. But when I try to activate it on the Peacock website, it says that they cannot activate it because my email address is linked to another Peacock account. I assume this refers to the Peacock Premium subscription that I already have. But I cannot find a way to cancel that subscription to activate the Premium Plus subscription.

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XfinityAmandaB

Official Employee

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3.4K Messages

20 days ago

user_bqqf6j Thank you so much for stopping in for help with upgrading your Peacock subscription to Peacock Premium Plus. Do you, by chance, have one of our X1 TV boxes? There are additional steps if you do have Peacock paired with a box. If you check out the support page here, it will show you where in the box's settings you can do the upgrade options without accessing the My Subscriptions screen.

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user_bqqf6j

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4 Messages

I don't have a TV box, only a Roku which I use to access Peacock and other streaming apps.

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20 days ago

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XfinityVictor

Official Employee

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2.4K Messages

user_bqqf6j Did you upgrade your subscription on their site or application?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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20 days ago

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user_bqqf6j

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4 Messages

I upgraded through the Xfinity website since that is who controls my Peacock subscription. I have not yet been charged the $6.00 monthly upgrade cost (I think the first charge will appear on my bill for August), but the Xfinity website says that my subscription is ready to activate.

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20 days ago

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user_bqqf6j

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4 Messages

This is what I see on the Xfinity website.

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20 days ago

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XfinityVictor

Official Employee

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2.4K Messages

user_bqqf6j Ok I would like to look at your account. Can you please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum

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 as Best Answer. tick

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20 days ago

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Non-X1 Service

user_bqqf6j

Cannot activate Peacock upgrade

XfinityAmandaB

user_bqqf6j

XfinityVictor

user_bqqf6j

user_bqqf6j

XfinityVictor

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