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sylvano
1st Topic

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2 Messages

Wednesday, December 21st, 2022 9:41 PM

HBO Max not autheniticating from Xfinity

​ When I sign in to HBO Max, it won't actually show any content. When logging in through the "provider link" Xfinity just takes me to a sales screen offering to sell me the service. However, when I go to "manage account" on Xfinity, it clearly shows that HBO Max is included in my package (see below). I have logged in to HBO through the HBO Max app on my phone, through a browser an also through my Roku on my home TV with the same results. ​
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Question

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Updated 

3 months ago

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XfinityJay

Official Employee

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594 Messages

3 months ago

Thanks for making us aware of your HBO MAX issues, @sylvano. Performing a System Refresh by pressing the A button on your X1 remote can help resolve this. If that doesn't work, we have a few refresh signals we can send from here that will. Let us know how it goes. 

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sylvano

Visitor

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2 Messages

@XfinityJay​ I can log in and log out of HBO Max just about everywhere, but at no point does Xfinity tell HBO that I have paid. Anywhere I can find the "account" HBO says that my subscription has expired. The "A" button on the Xfinity remote does not seem to do anything at all. My preferred method of streaming HBO Max (for the last 6 years) is through my Roku. So any resetting from your end would be welcome.

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3 months ago

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XfinityKrystal

Official Employee

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364 Messages

You got it @sylvano, thank you for these details and trying our suggestions. We would be happy to send some signals over to help. 

Could you please send our team a direct message with your full name and full address? From there we can get you taken care of. :)

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
  • As you are typing a drop-down list appears. Select "Xfinity Support" from that list
  • An "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

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3 months ago

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XfinityJay

Official Employee

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594 Messages

Thanks again for troubleshooting with us. I'm happy that we were able to make this right for you. We appreciate your participation in our Forums. Happy New Year! 

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

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3 months ago

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