Peacock activation not working - Tried online chat, phone call and in-person store chat with Xfinity reps

Hi Xfinity team — Thanks for following up. I’m on the 2 Gigabit 5‑year plan with Peacock Premium included, but activation is broken. I’m not receiving a traditional error message, but when I click the activation link sent via email or text, it takes me to the “Manage Subscriptions” page, then redirects to the Xfinity Stream Store. There, it shows that Peacock Premium is included with my plan — but the process stalls. The “Next” button is unclickable, and I can’t proceed any further.

I’ve spent hours trying to resolve this — online chat, phone support, multiple store visits — and no one has been able to fix it. The store rep genuinely tried to help, but even he was blocked from making changes. It seems like a simple account reset and re‑adding the subscription should solve this, yet no one has the tools or authority to do it.

Additionally, I’d like to offer some feedback on the in‑store experience. Corporate needs to better support store employees and customers by:

• Placing clear signage at the entrance stating that check‑in is required.
• Notifying customers that wait times may be 60–75 minutes.
• Letting walk‑ins know that appointments are recommended, and providing instructions on how to book one.
• Updating the website and store marketing to reflect this — it’s a simple fix that would reduce frustration and improve service.

Every time I’ve visited, there have been at least 10 people waiting, with more walking in and leaving disappointed. The last rep I spoke with was helpful but overwhelmed by the volume of walk‑ins without appointments.

Lastly, please consider publishing direct contact numbers for departments like:

• Peacock activation support
• Mobile service
• TV and Internet troubleshooting

This would save customers from being bounced around endlessly.

Thanks again — I hope this can be escalated to a team that can actually resolve the issue.

Thanks for getting back to us @user_cktx2t. We truly appreciate your feedback as this helps us improve customers experience.

I was doing some additional digging, and it seems this is a known issue with our new plans that our engineer teams are actively working to resolve. I'd like to get a ticket submitted on your behalf showing you are affected. To get started, 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.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil 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.

Hi there, @user_b05e4a! I am sorry that you and others in the thread have been unable to activate Peacock. Our engineering team is still busy at work getting this resolved. Once the work is done, we will update this thread so you can try activation again. From my understanding, they are in testing with the fix, so I hope to see this over soon. 

Yes if i click on the link to activate in my email; I get a page that says; It looks like you dont have subscriptions to activate. If i go to manage subscriptions it says peacock included but if you click on it, it wants you to  pay for upgrade. Any help would be appreciated thanks.

Thank you for those details, @circlecreeper! I apologize that has been giving you a hard time. This is a problem on our end, not yours. Our engineers are aware of this and working to get this fixed. We do not have an estimate of when the work will be done but are keeping a very close eye on it. We will update the thread here when this ends so you can try activation again. 

Thank you appreciate it.

You're welcome and right back at you for hanging in there in the meantime! ❤️

Same issue!  It’s so frustrating 

Greetings, @user_mj1fby! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're also having issues activating your free Peacock Premium service, but you have definitely come to the right place for assistance.

We will definitely update this message thread as soon as a solution is determined by our engineers. If you would like to look into this further, or if you have any additional concerns, please let us know.

Same issue here, unable to activate Peacock Premium