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HBO GO/MaxGo does not authenticate.

Posted by
Contributor

Message 1 of 26
8,971 Views

As of this morning, I am unable to watch HBO GO online. When I go to hbogo.com, and attempt to authenticate on ComCast, I get the error message below. But I do have a subscription, and I can watch HBO on my televisions.

 

I called tech support and was transferred back and forth to no avail - nobody knows what to do with your online business. I called the main number, spoke to the TV people, they transferred me to the internet people, they transfered me to billing, and billing gave me another number. That numer says "please wait," and then disconnects me. Very helpful.

 

I finally just posted here.

 

 

 

***********

ACCESS NOT AUTHORIZED

 

Access to this content requires an XFINITY® TV subscription*.

SUBSCRIBE NOW

Questions? Please click here for more information.

You can still watch many of your favorite TV shows & movies at xfinityTV.com.
Watch Now »

* Requirements

  • XFINITY TV subscription (with a set top box or other device supporting Video ON DEMAND)
  • The network you are trying to watch must be included in your service
25 REPLIES
Posted by
Contributor

Message 2 of 26
8,970 Views
Posted by
Official Employee

Message 3 of 26
8,965 Views

JonnyWatcher wrote:

As of this morning, I am unable to watch HBO GO online. When I go to hbogo.com, and attempt to authenticate on ComCast, I get the error message below. But I do have a subscription, and I can watch HBO on my televisions.

 

***********

ACCESS NOT AUTHORIZED

 

Access to this content requires an XFINITY® TV subscription*.

SUBSCRIBE NOW

Questions? Please click here for more information.

You can still watch many of your favorite TV shows & movies at xfinityTV.com.
Watch Now »

* Requirements

  • XFINITY TV subscription (with a set top box or other device supporting Video ON DEMAND)
  • The network you are trying to watch must be included in your service

Go here and try to watch an episode of John Adams and let me know if it works.

 

This is not a permanent solution but it will help us narrow down this issue.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe




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Posted by
Contributor

Message 4 of 26
8,962 Views

Yes, it works. In fact I can confirm that I can watch HBO content from Xfinity / comcast. Only HBOGO.com does not work.

 

Hope that helps.

 

This is a temporary solution, but for the record the catalog on HBOGO appears more extensive (or perhaps organized differently), and video performance is def better.

 

 

Posted by
Official Employee

Message 5 of 26
8,960 Views

JonnyWatcher wrote:

Yes, it works. In fact I can confirm that I can watch HBO content from Xfinity / comcast. Only HBOGO.com does not work.

 

Hope that helps.

 

This is a temporary solution, but for the record the catalog on HBOGO appears more extensive (or perhaps organized differently), and video performance is def better.

 

 


Try using a different web browser and let me know if it works. If it doesn't work, try reaching out to HBOGO and they should be able to further assist you.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe




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Posted by
Contributor

Message 6 of 26
8,956 Views

Different browser does not work. Same error. HBO was contacted first, actually, and referred me to comcast to begin with, as the error is on a comcast webpage.

 

Is it Comcast's position that this is not a comcast issue?

 

It is my perception that some kind of change has been made, as yesterday my online account was locked by Comcast for some reason, and I had to call in and confirm my details to get it unlocked.

 

One additional piece of information - I am not using the internet connection assigned to this account. I am using the internet connection associated with my office (also a comcast connection), then authenticating via web browser to my home account.

Posted by
Silver Problem Solver

Message 7 of 26
8,954 Views

Hello,

A friiend of mine is  having the same problem when login to hbogo.com via comcast authentication she does not see any pull down menu to choose comcast as a provider. When contacting hbogo they pass the buck back to comcast.

Any help would be appreciated.

Posted by
Official Employee

Message 8 of 26
8,950 Views

JonnyWatcher wrote:

Different browser does not work. Same error. HBO was contacted first, actually, and referred me to comcast to begin with, as the error is on a comcast webpage.

 

Is it Comcast's position that this is not a comcast issue?

 

It is my perception that some kind of change has been made, as yesterday my online account was locked by Comcast for some reason, and I had to call in and confirm my details to get it unlocked.

 

One additional piece of information - I am not using the internet connection assigned to this account. I am using the internet connection associated with my office (also a comcast connection), then authenticating via web browser to my home account.


Your log-in credentials are working on Xfinitytv.com and I am seeing no issues on your account.

 

So your account was locked before and you called and our team unlocked it for you?

 

It does not matter what type of internet you are on. If it worked at your job before, the only reason it would not work anymore would be if your job set a restriction or blocked the site.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe




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Posted by
Contributor

Message 9 of 26
8,946 Views

It is a two-man office. I am the only one with access to the tech gear and network gear. There is no firewall device or proxy or other black box in use.

 

It worked fine yesterday until 10pm. I shut down. I restarted this am and it did not work. No local changes to config in between.

Posted by
Silver Problem Solver

Message 10 of 26
8,914 Views

Hello,

I know there has been problems in the past with comcast authentication login to the www.hbogo.com and www.maxgo.com website to watch online movies but today I tried and was not able to login. I was wondering if anyone is still having problems or know of a fix if any,

Here are the steps that I took

1. I went to hbogo.com or maxgo.com

2. Click on the sign in page

3. Choose isp comcast

4. Click continue

5. Next the comcast login page pops I type in my username and password

6. Click sign in

7. The next page that comes up is the signup page for the hbogo

The problem that I am having is if hbogo excepts comcast authentication with my username and password and I have all the requirement to use hbo why would I have to signup again for hbogo?

 Should I not be able to be able to go directly into the movies choose if the xfinity authentication was working?

It could also be a improper link that is redirecting to the hbogo signup page instead of going to the shows.

Thanks for your help to this matter.

 

 

Posted by
Silver Problem Solver

Message 11 of 26
8,906 Views

Hello,

Did you ever get it to work? I am having the same issue.

Posted by
Official Employee

Message 12 of 26
8,895 Views

Hi all,

 

I am still looking into this but can you please try resetting your password and then try again. You can even use the password you are using now.

 

Let me know the results.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe




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Posted by
Contributor

Message 13 of 26
8,891 Views

I have tried a password reset as you suggested, but sadly the issue is not resolved. I get the same message.

 

This appears a cookie issue and thus a dev issue. Have any changes been made?

Posted by
Official Employee

Message 14 of 26
8,887 Views

JonnyWatcher wrote:

I have tried a password reset as you suggested, but sadly the issue is not resolved. I get the same message.

 

This appears a cookie issue and thus a dev issue. Have any changes been made?


Delete your cookies and cache and then try again.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe




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Posted by
Contributor

Message 15 of 26
8,881 Views

No luck. Cleared cookies and cache. Also tried 2 browsers (firefox and IE).

 

I got the following email from HBO today:

 

 


 

Hello,

 

Thank you for your email.  We have forwarded the information you provided to Comcast on your behalf and have requested that Comcast contact you when your issue is resolved.

 

Thank you,

The HBO GO Team

Posted by
Silver Problem Solver

Message 16 of 26
8,878 Views

Hello,

So you can see that they are passing the buck back to comcast. How long will it take for comcast to fix this.

Posted by
Contributor

Message 17 of 26
8,851 Views

For the record, I have tried this on 2 other machines (my wifes laptop and a friend's desktop). Same result both times, so we can rule out any workstation specific issues.

 

Posted by
Official Employee

Message 18 of 26
8,848 Views

Our team is looking into both of your issues. I will update you when I learn more.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe




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Posted by
Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.

Message 19 of 26
8,841 Views

We just got comcast yesterday and we are having the excately the same issue. HBO is working on the TV and on Xfinity, but not with HBO go. We are receiving the same error message, even when used with the HBO go app for Iphone and Ipad.

 

Thank you,

 

Andre

Posted by
Contributor

Message 20 of 26
8,838 Views

OK. Comcast have contacted me to say that this issue is because my HBO is provided via my HOA, and not to me directly.

 

Is this true? Are the rest of you experiencing this problem also receiving HBO via a 3rd party payor (like a condo association)? Or have they fobbed me off with an excuse?

Posted by
Contributor

Message 21 of 26
8,827 Views

OK - I am not sure who is doing what over there. But last night it did not work,. As of this morning, it is working again. I am logged into hbogo.com and able to access content.

 

I guess the answer I was given by Comcast yesterday is wholly and completely erroneous.

Posted by
Official Employee

Message 22 of 26
8,770 Views

 

 




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Was your question answered? Mark it as an accepted solution!solution Icon
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Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Posted by
Silver Problem Solver

Message 23 of 26
8,734 Views

Hello,

I am still unable to get in. What is your team doing to fix it? I will try later maybe it is just slow.

Posted by
Contributor

Message 24 of 26
8,719 Views

I'm not sure what instructions they provided on your end, but this is what I was made to do. I went to hbogo.com BEFORE logging into comcast. Make sure you do this from a fresh launch of your browser, with no previous windows open, to ensure you are not logged in to Comcast inadvertantly.

 

Instead of clicking on "sign-in," I clicked on "sign-up," selecting comcast as my provider. From there, I followed the instructions, signing into comcast, etc, and it allowed me in and re-enabled my HBO account.

 

See if that works for you.

Posted by
Silver Problem Solver

Message 25 of 26
8,714 Views

Hello,

Thanks I tried this a couple of times and I still cant  get in.

Posted by
Contributor

Message 26 of 26
8,711 Views

OK. Whatever they did to my account, they need to do to yours. Comcast contacted me and asked for all my credentials, and went off and did things to my setup. I would guess they have not done this for you.