Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,808,980

members

14

online now

1,954,656

discussions

Top

Suddenly stopped recognizing my HBO subscription

New Poster

Suddenly stopped recognizing my HBO subscription

I've been a customer since 2003 with the same package and have not changed since then.  HBO is included in the package price.   For year, I've been watching HBO GO, using the Xfinity app, and watching Xfinity.TV on my computer.  About 4 days ago, it started saying I don't have HBO in my package - but I didn't change anything, my TV still has HBO and when I dial into customer support, they tell me I have HBO.   But nobody has been able to fix it after 5 calls.  Half the time, I get hung up on on transferred to a number that is disconnected.


I believe that since I have an old package, some systems changes happened a few days ago that caused the Single Sign On system to not recognize my HBO subscription - I can still log on, it knows who I am, it allows me to watch Showtime shows, etc.  Just can't find HBO.


Every time I call, I sit on the phone with someone who wants me to reboot my cable box or tells me I need to reset my internet password.   Is there anyone @ Comcast who can actually help with this?

Tags (1)
Official Employee

Re: Suddenly stopped recognizing my HBO subscription


kaplinsky wrote:

I've been a customer since 2003 with the same package and have not changed since then.  HBO is included in the package price.   For year, I've been watching HBO GO, using the Xfinity app, and watching Xfinity.TV on my computer.  About 4 days ago, it started saying I don't have HBO in my package - but I didn't change anything, my TV still has HBO and when I dial into customer support, they tell me I have HBO.   But nobody has been able to fix it after 5 calls.  Half the time, I get hung up on on transferred to a number that is disconnected.


I believe that since I have an old package, some systems changes happened a few days ago that caused the Single Sign On system to not recognize my HBO subscription - I can still log on, it knows who I am, it allows me to watch Showtime shows, etc.  Just can't find HBO.


Every time I call, I sit on the phone with someone who wants me to reboot my cable box or tells me I need to reset my internet password.   Is there anyone @ Comcast who can actually help with this?


Our team is further looking into this and someone will reach out to you shortly.

 

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




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Official Employee
Moved:

Re: Suddenly stopped recognizing my HBO subscription

Discussion stats
  • 2 replies
  • 1431 views
  • 0 kudos
  • 2 in conversation