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HBO GO Activation Broken

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Message 1 of 43
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Hi,

 

Earlier this week, I was trying to use HBO GO on my Apple TV, and saw that it needed to be reactivated. This happens every few months or so, and is usually a painless process, but this time, when going to hbogo.com/activate, and choosing XFINITY, and logging in, XFINITY simply redirects me to https://www.xfinity.com/hbogo (and still shows the sign-in link in the top right corner, acting as though I'm not logged in).

 

If I click the sign-in link, it logs me in without having to provide a user name and password, but of course, does not redirect me back to HBO's site to use my activation code.

 

Anyone else seeing this? It's quite frustrating, and has continued until today (I first noticed it one night this week, and then again today).

42 REPLIES
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Message 2 of 43
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A few more observations:

* This happens with both Safari and Firefox. The behavior is exactly the same with both.

* I do have HBO, of course, and have use HBO GO plenty in the past. Account in good standing, etc.

* It is equally broken on my phone (iPhone) and for viewing on the computer.

Posted by
Service Expert

Message 3 of 43
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elbles wrote:

A few more observations:

* This happens with both Safari and Firefox. The behavior is exactly the same with both.

* I do have HBO, of course, and have use HBO GO plenty in the past. Account in good standing, etc.

* It is equally broken on my phone (iPhone) and for viewing on the computer.


on my iphone, launched the HBOgo app, browsed for Christmas favorites, Miracle on 34th St, then the app asked me to login, I did and the movie began playing. Using Chrome, I logged in on HBOgo.com and got autoauthenticated (on home wife/ethernet). full access. 

 

browser? cookies? not sure the problem you are experiencing.

 




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Message 4 of 43
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I've tried different browsers, with all cookies cleared in both of them, repeatedly. No change whatsoever.

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Message 5 of 43
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I also have this exact problem. I can't get it working on any devices. This is annoying. Support was useless. It will just randomly start working again too. 

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Message 6 of 43
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Sorry to hear that. At least it will start working for you again on occasion. It has been a miserable failure for me every time I've attempted it. I'm going to try chatting with support, but I'm not holding my breath.

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Message 7 of 43
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At this point I cannot get it activated. If i'm lucky enough, it will work for 1 day then all devices get signed out again. Support just sends be to HBO Go who sends me to Comcast...

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Message 8 of 43
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Same problem here. I can not move forward on this new create a USER ID for HBOGO. The SAVE CHANGES button is broke. This is really annoying because its the 3rd time in two days Ive had to re-verify on my XBOX ONE and this time, this new USER ID page pops up and does not work in ANY BROWSER. Please fix the link to the SAVE CHANGES button so we can move past this step. 

 

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Message 9 of 43
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This is still an issue when trying to activate HBOGo on a Roku. Using multiple browsers (Chrome, Firefox, and Internet Explorer) as well as trying from a phone, the Comcast XFINITY login forwards to https://www.xfinity.com/hbo instead of going back to the HBOGo activation page to enter the code from the Roku.

 

Please help!

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Message 10 of 43
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Is there a fix for this???? I have the same problem and tier 2 customer tech support with comcast has not been able to be of any help.

Posted by
Service Expert

Message 11 of 43
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HBOgo works on my iphones/ipads (all on ios10), and all my android phones/tablets. I use the HBOgo to chromecast to a TV without a set top box.

 

Older versions of android (probably Jellybean and before) may not work with earlier than Lollipop (5.0) well.  (google search shows 4.1 is minimum but I have some older android stuff that does not offer the HBOgo in the Play Store.

 

HBOgo came out with a new version I installed on 1/25/2017.




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Message 12 of 43
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I have the same issue. Evertime I try to activate I am taken to https://www.xfinity.com/hbo after signing in.

 

I tried with mutiple browsers, customer spport could not help. HBO does work in the xfinty tv app.

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Message 13 of 43
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This issue is still occuring as of March 11, 2017. Anyone had any luck?

 

HBOGo on Amazon Fire TV tells me to visit hbgo.com/activate/ 

 

No problem choosing a device.

 

Click on Xfinity as TV Provider and redirected to xfinity.com/hbo

 

Any other TV provider stays on the HBOGo page and a window drops down with that TV Providers' login page.

 

There is also a very quick redirect before reaching xfinity.com/hbo:

 

https://profile.hbogo.com/apps/profile/rest/samlService/authnRequest/COMCAST?serviceCode=HBO&platfor...

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Message 14 of 43
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Suffering with same thing... it brings me to a page that asks me to buy HBO instead of redirecting to an HBOGo activating page for where I put in my activation code...

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Message 15 of 43
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Same thing happening to me on Android phone. Any fix yet? Sounds like it's a comcast bug.

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Message 16 of 43
1,327 Views

Exact same thing is happening for me. I've tried logging in on my phone, laptop and ipad. Did anyone figure out a fix?

 

Thanks a lot. 

Posted by
Official Employee

Message 17 of 43
1,200 Views

Hi All, we have confirmed that this is an issue and I was able to duplicate your error on my end. I will forward this to our engineers for further support. 




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Message 18 of 43
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Is there any update to this? I'm facing the same issue and have been for months.

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Message 19 of 43
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Any update on this issue?
Posted by
Service Expert

Message 20 of 43
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Rbailz wrote:
Any update on this issue?

none so far from Comcast. It appears that HBO is not letting us use the HBO app for free while having HBO from Comcast/Xfinity (perhaps a contract change is pending?)




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Message 21 of 43
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Same problem here. I can not watch HBO Go. Please fix!

Posted by
Admin1

Message 22 of 43
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Hello All. This issue has been reviewed and is now not being found to be a consistent or known issue. We will need to address each case individually. Please respond back if you are still experiencing this same issue. Please include what device(s) you are using when accessing HBO Go. 




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Posted by
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Message 23 of 43
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ComcastZach wrote:

Hello All. This issue has been reviewed and is now not being found to be a consistent or known issue. We will need to address each case individually. Please respond back if you are still experiencing this same issue. Please include what device(s) you are using when accessing HBO Go. 


it is interesting that it is not wide spread as the HBO GO and HBO Now app are single version in USA. no matter what you try to view it gives yhou a signin screen that you might search for Comcast or Xfinity but won't find the Cable provider. I've included the image. You should be able to load the HBO Go app with or without a subscription to HBO and see the same menus. I've had both apps working for years (and previous versions) without issues until when it was pointed out in this forum thread- at that point I tried it and found that I had no access either.

hboGoFail-1.jpg




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Posted by
Service Expert

Message 24 of 43
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adding... thougth about trying hbo.com on my desktop (I previously watched on my laptop in rooms without a set top box) and found the site no longer recognizes comcast nor allows login. I was on this screen as it has no Comcast/Xfinity verify link. https://www.hbonow.com/register




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Posted by
Admin1

Message 25 of 43
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Rustyben -- I tried this myself with no issue. Menu showed Comcast XFINITY as an eligible provider and allowed sign in with no issue. Any program that was viewed worked as intended. This shows the app and web portal do work as intended. Anyone having this sign in issue will need to have their account investigated and supported on an individual basis so we can identify why their sign in is unable to access content. 




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Posted by
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Message 26 of 43
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ComcastZach wrote:

Rustyben -- I tried this myself with no issue. Menu showed Comcast XFINITY as an eligible provider and allowed sign in with no issue. Any program that was viewed worked as intended. This shows the app and web portal do work as intended. Anyone having this sign in issue will need to have their account investigated and supported on an individual basis so we can identify why their sign in is unable to access content. 


i found out I was running the HBO Now app. Not sure how I installed it. Originally it was the HBO app. The HBO Go does have xfinity login (android on first screen of providers, iOS on 'other' screen under "Comcast". Issue is resolved for me now.




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Posted by
Admin1

Message 27 of 43
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Rustyben -- Thank you for the update. 




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Message 28 of 43
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 Hi Zach,

 

I have been experiencing this same issue. When I go to activate HBOGo it redirects to the https://www.xfinity.com/hbo?lang=en page. I previously used HBOGo with no issues , but it required re-activation and now I am not able to re-activate.

 

Please advise.

 

Thank you.

Posted by
Service Expert

Message 29 of 43
850 Views

kristintg wrote:

 Hi Zach,

 

I have been experiencing this same issue. When I go to activate HBOGo it redirects to the https://www.xfinity.com/hbo?lang=en page. I previously used HBOGo with no issues , but it required re-activation and now I am not able to re-activate.

 

Please advise.

 

Thank you.


did you reactivate it on your home network? The HBO-Now app won't authenticate with Xfinity but the HBO-Go will validate for Xfinity. After logging in on home network, I turned off wifi and watched part of an episode on HBO-Go and it worked fine. maybe uninstall the app and reinstall?

 




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Message 30 of 43
761 Views
We are still experiencing.
TiVo Bolt
Samsung smart tv
Mac os Chrome and Samsung android phone
Both redirect to an upsell page for HBO on Comcast instead of activation page.
Posted by
Service Expert

Message 31 of 43
746 Views

Tbilisi wrote:
We are still experiencing.
TiVo Bolt
Samsung smart tv
Mac os Chrome and Samsung android phone
Both redirect to an upsell page for HBO on Comcast instead of activation page.

try the samsung phone while not connected to a TV (just the screen on the phone). does that work? if not what android system are you running and is it rooted or 'imaged'?




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Message 32 of 43
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Same problem for me.  can't activate.  Lovely.  This has been a problem for some time now.

Posted by
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Message 33 of 43
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CaptainPeeJ wrote:

Same problem for me.  can't activate.  Lovely.  This has been a problem for some time now.


what is your specific problem with HBO Go app?




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Message 34 of 43
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Also experiencing this problem. Problem persists in desktop Chrome, Edge, and incognito mode for both. Problem also persists in Chrome on Android 6, as well as HBO Go Android app.

 

If I had to guess possible causes, it seems that there's a new Comcast account management interface that will appear for a few seconds before the old interface shows up. Possibly some oauth mishandling during that transition.


If I had to guess possible causes specific to my account, I've had an old address linked to my account since I moved about a year ago. It's possible that the oauth is picking up on my old address and seeing no service, thus redirecting me to the upsell page. However, when I click the "Add Now" button, the page checks my account and finds HBO service included, telling me that I should be good to go. I don't know how widespread users with defunct addresses are, but given that other users are experiencing this problem, I doubt this cause.

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Message 35 of 43
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I am having this problem on Apple TV. I go to hbogo.com/activate. Select xfinity. It takes me to a Comcast sign-in page. I sign in and it takes me to a page trying to sell me HBO (which I already have, works on my TV and verified after 30 minutes of phone "support"). It should take me back to HBO to enter the code from my Apple TV but it never does, just the upsell page. Please help

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Message 36 of 43
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Comcast Zach,

Can you give us some magic words to say to tech support or PM us or something. It looks like you have a solution but the people manning the phones have no idea what the issue (much less the solution) is.

 

Thanx

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Message 37 of 43
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I am still experiencing this issue. The same thing happens for me on almost any browser (Safari on iOS, Chrome on iOS, Safari on macOS, and Chrome on macOS).

 

Any help or info would be greatly appreciated.

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Message 38 of 43
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I am having the same issues -  unable to activate HBO Go on any device.  I called customer service and I was escalated/transferred to a tech who advised it has been a known problem since June 1st.  Apparently it started out on Apple TV but is now an issue with pretty much all devices.  He said there is no current ETA on a fix but they are working on it.  

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Message 39 of 43
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I am having the same problem when i try to sign in for apple tv on comcast I go to hbogo.com/activate i then type in my comcast user name and password. The window will glitch back to sign up for hbo I have signed in on my iphone ipad firefox and edge trying to get it to work 

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Message 40 of 43
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I have the same issue with all of my devices now.  I can't use my phone or apple tv.

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Message 41 of 43
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*Update* I  spoke with another rep, I think they were from the advanced application department or something like that, and he advised that they are still working on it with no ETA.  

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Message 42 of 43
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I am having the same issue, can you help?

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Message 43 of 43