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15 Messages

Thursday, February 29th, 2024 9:07 PM

Closed

HBO Max 4K Ultimate Plan...No Options???

As many others have noted, the situation with the HBO Max change is awful.  We, without any warning, lost all our 4K...Dolby Vision, Atmos, etc.  So we can see all these movies, series, are offered with all that but we cannot actually WATCH them in 4K.  As all streamers are [EDITED: Language] us over (like Prime now adding ads, etc), we see HBO doing the same and forcing us to pay more for 4K.  However, why is there no option for us to just pay for it through xfinity, like we would with (for now) Netflix??  Are you guys working this out?  Any deal/change coming anytime soon?  There was no communication on this at all from xfinity, and there has been nothing since, other than just replies saying you do not have the Ultimate Plan.  The people asking about this all have 4K tvs, and want to be able to actually use that functionality.  So if it comes down to having to choose, then most will end up canceling their premiums with xfinity and then going direct with the streamers so we can get our 4K back.  I am about to do exactly that, which means breaking up my grandfathered package....which means getting rid of all my premiums and buying direct through the streamers.  Xfinity will lose that revenue, as I imagine will happen among thousands of other customers.  So, again, is there any plan (soon) for xfinity to offer the upgrade option for the Ultimate plan for HBO Max (sorry, I cannot just call it Max, too confusing with Cinemax)?

15 Messages

7 months ago

Awesome, thanks for the replies and updates xfinity. 

Regular Visitor

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2 Messages

and they wonder why people are cutting the cord.  

Contributor

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107 Messages

@jak73​  If anything this is the streaming sticking it to xfinity by not allowing them to offer this highest tier - Max wants all that money for themselves.

for me, IM keeping HBO through Xfinity and to "heck" with max and their extortion for 4k

(edited)

Official Employee

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1.7K Messages

5 months ago

Hi, @user_e9f647! Thanks for taking the time to visit our forums page for help with the Max concern and for your patience. I enjoy being able to watch Max in 4K as well so I can relate. I am sorry to learn about this experience and apologize for the delayed response. While reviewing this further, I have found a great article for more details on what we offer with Max. At Comcast, we may rearrange or change programming, features, or offerings that are a part of our services. We regularly evaluate our XFINITY services to ensure they include the best programming options to appeal to our customers. To submit your feedback for this, please visit this link. Your feedback helps us reevaluate the channels and programs we offer. Do you have any additional questions or concerns we can assist with today?

 

15 Messages

Your reply does not help in any way at all.  All your link was for was showing us exactly what we already knew and have been saying....that you suddenly yanked 4K from us all without any explanation, warning, etc., and provided no options.

If this is an HBO thing, then fine, but then you should be allowing us to cancel the HBO portion of our bundles so that we can go off and pay HBO directly.  Keeping us locked into our bundles while removing the most important part of the HBO streaming is horrible.  I just signed up for their 4K during the 40% off, and had an additional 25.00 off via my credit card.  Currently setting up my other accounts the same way, so I can cancel xfinity completely.  The model you follow now is just too outdated.  Only thing keeping you around is live sports, but even that now is moving to streamers.  Your channel lineups have hundreds of channels that we never ever watch...and you are simply too expensive to keep around.  My LG tv already comes with over 200 channels for free, and the streamers now cover my sports needs.  Verizon now offers 25.00/month for 5g home internet.  Xfinity needs to start realizing they are too expensive, and not offering anything to loyal customers (instead only caring about new ones) just does not work anymore.  You are no longer the only game in town, and remaining so rigid will be the end of xfinity.  We would stay with xfinity just for internet and some channels, but you refuse to offer anything as a discount for loyalty.  I could sign up brand new, with exact same setup and pay 150 less per month...but instead xfinity just says nope, this is the best we can do.  If you can do that for new customers, you can do it for loyal ones (in fact, it should be BETTER for loyalty).  This is why so many companies, even insurance now, have things like vanishing deductibles, and cell carriers now offer the same deals to new as current customers.  There is competition, and a need for retention.  xfinity needs to catch on to this.

Official Employee

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1.4K Messages

user_e9f647 The content that is provided to us as 4k is not under our control as we provide the programming at the quality each network provides. This is also applied to streaming apps as we are just a platform for you to receive these services. If you do have a 4k box and TV any content that is available as a part of your normal lineup is free for no additional charge. As for the content Max offers if you have Max included in a promotion that bundles the Premium channels and not as an add-on like most current plans you can use an alternate email address to set up a new subscription for MAX directly through them and select your desired level of service that way. With bundled promotions that do have the premium channels included most of the time they are received at a discounted rate due to the bundle including other premium services such as Netflix Showtime TMC, More sports, and entertainment just to name a few. On current plans, these are all billed separately at current rates and can be added and removed without a change to your promotions/plan. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

15 Messages

Yes, I know that, which is why, as I noted, I ended up buying the MAX subscription for 4K directly through them, getting it for about 55% off.  That does not address the fact that I am still paying for MAX to xfinity, which I now will never use again.  The point is that it is a part of a bundle, which I then tried to change/get out of, only to be told by you that if I do that, my bill will go up another 150 bucks a month (even though I would be downgrading my services!).  However, if I sign up as a NEW customer, my bill would drop by 100/month with the same options!  So, that is a 250/month swing just because I am being a loyal customer as opposed to being a NEW customer.  That is ridiculous.  If you can offer a new customer gig speed internet, DVR w/Netflix, 1 box, and the mid-tier TV option for 169/month, you can do it for a LOYAL customer too (you should be doing BETTER for loyalty, why do you not get this?).  At this point, I will need to cancel my account and start a new one under someone else's name/SSN in our household just so I can get the same thing (actually less, with no HBO MAX).  Do you not see how that is stupid, and just an extra hassle for people?  Which is why you are forcing customers to just leave, instead of dealing with the hassle of having to turn in a tv box, get a new one, etc.  xfinity needs to start honoring loyalty, NOT just NEW customers!

Official Employee

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1.2K Messages

 

user_e9f647 We would be happy to take a second look for you and check on current promotions for you. To do so please send us a direct message with your full name and the service address to get started. 
 
To send a direct message: 
  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

15 Messages

I did as you said, but I have brought issues to you via that option before and no resolutions have ever come...in fact, the last time, I was told that they would get back to me with a solution.  That was 2 months ago.  Also, I cannot reply to these posts while in Firefox.  Have to go to Chrome to even be able to type in the reply boxes.  xfinity has so many issues...cannot even get a page to render correctly on one of the biggest browsers in the world!

Problem Solver

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847 Messages

5 months ago

Why does my XG1V4 still tell me that content is 4k UHD on select programs when in reality without Max Ultimate it is 1080p?

 This should be offered as an upgrade through Xfinity. 

Contributor

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107 Messages

@Tek​ It is my understanding that Max is not allowing Xfinity to accept an upcharge, their strategy is for people to pay ALL of the money, directly to them - 

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