Cannot Unlink Peacock

Hi Team,

I am trying to unlink Peacock from Xfinity. I am getting charged $16.99 for premium plus through Xfinity - it can be seen on my bill. When I go to Peacock to manage my subscription, it says "Manage on Xfinity". When I go to Xfinity, it shows that I am enrolled in the complimentary Premium version - not premium plus. I spoke to a rep via chat and they said I have two accounts. One is premium and the other is premium plus (I was not aware of this at all).

My priority is unlinking my Peacock account from Xfinity so I can manage the subscription through Peacock in the future. If that is somehow impossible (seems fraudulant), can you at least help me cancel premium plus through Xfinity? Peacock is saying my billing is managed by a third party (Xfinity) so they can't do anything.

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XfinityAdrienne

Official Employee

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1.4K Messages

1 day ago

Good Morning, @user_2cuj9s! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! Oh man, I am very sorry to hear that you are seeing 2 account, that certainly is not what we want! Have you attempted to follow the step here to manage it, https://www.xfinity.com/support/articles/peacock-manage-subscription? If you are unable to manage it, can you share with us what you are seeing?

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user_2cuj9s

Visitor

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4 Messages

The complimentary Premium is not even activated. That's why I'm confused as to why I'm getting billed. I don't have a streaming box, so this is what I see on Peacock and Xfinity's website:

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1 day ago

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XfinityAdrienne

Official Employee

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1.4K Messages

Hmm, that is certainly strange @user_2cuj9s! We can certainly take a look further on our end and see what is going on. Can you please send us a DM to get started?

Please send us a DM with your full name and address to Xfinity Support.

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Click the "New message" (pen and paper) icon

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As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

A "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

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1 day ago

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user_2cuj9s

Visitor

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4 Messages

Yes will do, thank you!

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1 day ago

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josa93

Visitor

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7 Messages

@user_2cuj9s I'm working through the same issue on this thread: https://forums.xfinity.com/conversations/billing/downgrade-peacock-premium-plus/6830a8f83099de00635b6d39?commentId=68a8c8feea01394ee1484cb9 I, too, cannot remove the Premium Plus after signing up through Xfinity, nor can I unlink my Peacock account via the link provided on the Xfinity webpage.

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7 hours ago

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user_2cuj9s

Visitor

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4 Messages

@josa93 Thanks for the heads up. Absolutely ridiculous - especially as they are charging me for it with no obvious (or even un-obvious) way to cancel. I am working through it with a support agent in DM's but they advised it would be a few days. If there is any information I can offer once the process hopefully completes, I will send a follow up. Unless it's a "we sorted this out in our back end" kind of fix.

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2 hours ago

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user_2cuj9s

Cannot Unlink Peacock

XfinityAdrienne

user_2cuj9s

XfinityAdrienne

user_2cuj9s

josa93

user_2cuj9s

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