Notes

Auto renual off for cancel the subscription
@Hard cancel for refund
@One trust portal
for delete account give link


xfinity used to link peacock
website
x1 box cable or set up box/flex streaming device
we unlink account from account>left bottom above wrong mail we get the option of unlink.
locate mail
ask for alternative mail
share the step for mail
@ how to locate account on saleforce
alternative mail*
short code - last digit/paypal*
billing address and zip code*
name
last 4 digit+zip code

@ Locate account
probing
confirm about subscription from web or app
trob shooting
In website we want these information from cx
1)alternative mail
for premium or premium+ - 2) short code or last 4 digit or pay pal
if still not locate then ask for 3) zip code and billing address
4) asked to share screenshot on mail
if still not found then esclate

In app we want these information from cx
In app- Roku, Apple, Google, Amazon
1)alternative email
alternative device check kro or dekho waha tho subscrition show ni ho rhi agr ni tho screenshot bhejo
2)If it is from app please check roku is there signed in on premium or free
3) share screenshot of transaction
peacock have glitch where inapp subscription delete and getting charge to cx then we need to share voucher and asked to delete previous one subscription for that we give steps asked to sign new one with given voucher

In apple we add to asked to install again if not see share screen shot give the voucher.

cancellation is same as we give steps in google but refund In google case we can provide refund but that refund provide by level 3 for that we asked to gpa id of 16 digit

@WEBSITE VIEW
How to upgrade premium
1) app>profile icon>account>plans and pays>change plan
for payment asked to install app for pay

2) website - give link peacocktv.com/plans where we need to sign in and follow the steps
profile>account>>plans and pay>upgrade plan>select plan > enter details of card then pay now
for link the account we get option below upgrade plan
add address

@Plans and payment
plans update
link provide
promocode apply
address

@Settings
mail update
password reset
notification on/off
subtitle
font
shadow

@Devices
current device
login device

Premium yes
free no
means no adds on premium +
if free tier partial mean ads are present on premium +

Esclation
refund iniaiate within 7 to 10 working days
Frustration and thread

BBB- better,business, beuro
[email protected]

Thread of suicide, bomb, murder- escalate level 3
legal thread- contact to report BBB, lawyer - handle by agent and superviso and send mail by supervisor
social thread- cx is threatening to social platform- handle by agent and superviso and send mail by supervisor

VIP media contact- if cx claims to be VIP or media partner - level 3

Employee request- employee of peacock/NBC universal- level 3
Compromised account mean hack- account get logout or blocked- handle by agent and superviso and send mail by supervisor
possible fraud- card details -handle by agent and superviso and send mail by supervisor

if case already eslaclated then info share that we say cx that our team shared you mail please revert on mail

Delete account - if account delete related issue-handle by agent and superviso and send mail by supervisor

if level 3 is not responded then we need to tell supervisor and he will eslcate it and contact level 3


Popular notes
Refund
72hrs reason
beyond 72 hrs
After 6 months not eligilbe for Annual refund

@Voucher
1// 3 groups super bowl
1/ content related mails
2, vouchers for 1 month premium voucher
3, voucher for 0.99 cost
validity
2 march - 1 april

2// amerx card cash back 0.99
it is only for new cx when is sign up for 1st time he will get 3 months cash back
Platinum cx cannot use this

3// Calms app offer
for 3 months off free for 3 months
shoot to cx 14 march to april 14
14 july will expire

4// premium voucher for free users
14 jan- 14 th april
1, one month of free primum
2. three month
3. 3 month of premium for dollar 0.99

5// Grubhub
For 3 months
we have stopped send mail from 25 feb but it will expire on 30th april

6//<Google EFT> Offer for android user for 6 months
validity _ nov.2021- dec, 31 2022

7// Spectrum - cable operator
offer is for only residential cx
offer can only avail on one account and use only by one mail
there are 2 types of cx 90 days and 12 months

turn of the auto renual and in last billing date
pecocktv.com/spectrum
create 2 pas
1 which link with spectrum
2 paid pass that will active when spectrum will expire

States and transition

airtable portal helps to check content details
it will not availble on free
pay tier yes mean it will not have ads

it will available on all tier but still have ads

Mehak thappa
hold
-2-2-1 trob shooting
2-1-1 billing or further query
browser
fire fox
ms edge
chrome
safari
in apple mostly have safri browser

we do not support following devices
chrome book
linux
amazon kindle


android 6.0
ios 13

fire os 5
android os 5.1
apple tv 13 or above
LG tv has web os 3.5
Roku is not in india
sign inout
update
install re install
softrware version
we always refer 5th digit
m,n,t,r,a
Samsung model checking
For q series check 2nd letter
for u series check 5th letter

with a exception that series 16 and it is lable as c then it is supported
we suport the device from 2017 if series is d it is supported
e,m,p,d these are supported but model should be above 2017

probing
since when you are facing issue
model number/make
error getting
internet speed
may i know what trouble shooting steps you already performed
is content is specific or getting issue in all content

1, May I know the error you are facing/experiencing
2, may i know the trob. s you have already perform
3, content may I know if you are facing issue on specific error or all the content
4, may i know make and model of your device
5, may i know which browser you are using

*trob shoot
sign in/out
softerware update
internet connection
restart
alternative
incognitive
clear cache and cookies 1,2 install,3 plug in after 30 sec
wifi rebooting end resolution if the chat end i will send email where we can continue for chat
esclate to level 3
speed on roku
we support 2.5 mb/s speed
speed on vizio
only 30 mb/s on vizio

in app roku subscription will delete and vizio do not have uninstall option coz by default it is there

Trob shoot on phone
restart
relaunch
reinstall
connectivity
clear cache and cookies
software update
asked about type of internet or wifi/ try to phone internet or to wifi vice versa

trob shooting on Roku TV
software upd'ate steps
restart/ reboot
try alternative device
internet device
go.roku.com/pin

vizio
model number by which we can able to know that device will supoorted or not
probing
model number'
perfoma restart'
software update
check in internet speed
trob. shooting
update soft internet
restart

trob shooting related playstation
ps 4

uninstall
check update
manual reboot (plug out and plug in 30 sec)
internet speed
alternative

Samsnung
probing
model make


trob shooting
software update <kB>/qick text
reinstall (quick text)<KB>
hard restart(knowledge base<samsung app deck>

Android Tv
you can download the app from play store
reinstall app manual
software update<KB>
manual restart/reboot
In app subsciber
amazon
google- if cx said for refund asked to share ss of GPA (transaction number 16 digit) on mail then esclate to 3rd level
roku
apple

for cancellation we provide steps
for refund asked to corporate with 3rd party

Fire stick
reinstall(qt/KB)
reboot/hard restart (quick text/KB)
software version
internet speed
alternative application
memory
cache and cookie

Level 3 essential information we need for trob. shooting
ZIP code
model and make
software version/generation/OS
peacock app version

Format
Issue-
Resolution-
details-




Peacock is available across a variety of devices.

Web Browsers:
Chrome 75+ (Windows/Mac)
Firefox 88+ (Windows/Mac)
MS Edge 80+ (Windows/Mac)
Safari 12+ (Mac)
Mobile and Tablet Devices:
Android: 6.0 or above
iOS: 13 or above