Frogula's profile

Contributor

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32 Messages

Tue, Dec 21, 2021 1:15 PM

HBO max not working

I've contacted support multiple times. Nothing they try fixes the issue. Whenever I try to watch a movie on HBO max I get a message that my subscription cannot be verified. If I look at the settings in the app (from my Xfinity TV box) it says my HBO max subscription through Xfinity has expired. I pay for HBO and am able to watch HBO channel and HBO on demand. Just the HBO max account stuff is glitched.

Frogula

Contributor

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32 Messages

23 d ago

Ongoing HBO Max saga. Everything worked just fine until mid-November. I last spoke with Xfinity level 2 tech on Dec 23 and they said a level 3 would look into and get back to me within 48 to 72 hours. Suprise, that did not happen so I called back this morning to see where my HBO Max issue was - see if anyone actually "looked"' into anything.

So after an hour or so being on the phone Xfinity agent hooked me up with an HBO Max technician. They, HBO, reset/deleted my HBO Max account, kicked off all my devices, had me log back in. NO FIX. As soon as I link HBO Max to Xfinity I'm logged in and cannot watch any premium shows. Account subscription status still says "You HBO Max subscription through Xfinity has expired". HBO agent pretty much they said I need to get with Xfinity to figure it out.

So back to Xfinity support I go. The next agent (supposedly a "level 3" did ALL THE SAME TROUBLESHOOTING STEPS the previous 5 or 6 agents have tried (they apparently don't read the previous "what we've tried" notes). The agent then remotes into my X1 TV box (again), and witnesses the "Can't verify subscription" message after logging out and resetting everything. "This should work" they say. NO KIDDING did you not believe me the first 5 times I've called in? The agent then says something to the effect of 'oh I see your cable signal to your house is kinda low. Let me schedule a tech to come to your house to fix that'. WHAT?

I get 800Mbs/sec on my internet, overall great speeds. My X1 box is working overall just fine (except for this HBO max issue). I can watch Netflix no issues. WHAT DOES SIGNAL STRENGTH HAVE TO DO WITH HBOMAX ACCOUNT ISSUES? I get it - they (Xfinity tech support) are at the end of their rope as to what they can try, but that seems like a total move to get me off the phone.

I can't wait for the tech to come to my house tomorrow, look around and see that everything is working as it should, and have ZERO ABILITY to fix this HBO Max account issue.

I truly hope that I'm totally wrong and that sure enough, a quasi-imperfect signal issue is causing my HBO Max account to show up as expired. But I have serious doubts.

To be fair to Xfinity, they have given me a credit to my account this month, so at least that's something. But, I'd rather have HBO Max working as it should and not have to waste so much time on the phone trying to get his fixed. Other than this for the most part my Xfinity experience has been great. 

Note: This comment was created from a merged conversation originally titled HBO Max Cannot Verify Subscription
Frogula

Contributor

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32 Messages

Sure enough, the tech came to my house and pretty much said 'no signal issues to your house'. Up until Nov 2021 I had ZERO issues with anything Xfinity - now it's just this HBO Max issue.

When I told him the level 3 phone agent dispatched him to my house due to my HBO Max issue he just shook his head in disgust. He tried a few things he could think of trying (nothing beyond what I've already tried), but even he could not get the HBO Max issue working. Very helpful guy and got me set up with a newer wireless Xfinity modem.

In an attempt to fix the glitch he had his inside tech support agent set up a new package with HBO (my old two year commitment package was about to expire anyways). So they set me up with another two year plan with the hopes that that would "fix the glitch". Sadly it did not. So now I'm in contact with his supervisor who is going to attempt to get someone deeper in the system (a programmer maybe??) to look into my account info from the inside. His supervisor also mentioned it "could" be a glitched out main X1 box, but I don't know about that (could be, but everything else works great).

So for now I'm still stuck without HBO Max (unless I go off on my own and subscribe independently of Xfinity - but dangit NO I'm paying for it!!!). No matter what I've tried I still get "Cannot verify subscription" and HBO Max account settings says my subscription to HBO Max has expired.

Hopefully this supervisor guy can get some sort of resolution. SOOOOOOOOOOO FRUSTRATING.

Official Employee

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34 Messages

Hello @Frogula I am sorry to hear that the issue with HBO Max has not been resolved. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" 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.
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Frogula

Contributor

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32 Messages

After a few followups with the technician's supervisor apparently there was glitch in the whole HBO Max thing (he said it was a nationwide issue) and that they would be pushing out a fix later in the week. Well here it is Friday evening.....AND IT FINALLY WORKS!!!!!!

I didn't do anything - they apparently fixed the issue. Probably close to two months not working for me, but glad they finally figured it out.

Visitor

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1 Message

20 d ago

I had the same problem.  I could not get onto HBO MAX on my TV.  I went onto app on mu iPhone - it asked me to choose my cable provider and login to Xfinity.  I did and it fixed the problem w/ HBO on my TV and all devices.

Frogula

Contributor

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32 Messages

@user_1f20ee I cannot connect using my TV X1 box or my phones and computers. No matter what I do I'm told cannot verify subscription and my HBO max account subscription says "expired" - But I pay for HBO, can watch HBO movies and on-demand. Just the stupid HBO Max side of it is messed up.

Visitor

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1 Message

17 d ago

hi, could you please tell me exactly what app you used on your iphone to fix the problem?  All I can see available from the App Store is "HBO Max: Stream TV" which is not free to watch new movies.

Thanks!

Official Employee

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3.1K Messages

15 d ago

Hello everyone!

If anyone here is still having troubles with HBO Max, I'd love to help!

Can you let me know if you are able to watch HBO normally on your cable boxes or in the Xfinity Stream app or if you are receiving subscription errors watching that content too?

Frogula

Contributor

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32 Messages

@XfinityTambrey I can watch HBO on my TV as well as on demand HBO content. Just the HBO Max is working no matter what I've tried (and I've tried reseting boxes, cache, browsers dozens of times by now).

I even just recently re-upped for another 2-year contract that includes HBO Max again hoping that would fix it - but NOPE - no matter what I cannot get HBO max movies to play. I can log in using my comcast username and password, I can see the movies I was previously watching, but now no matter what I do I continuously get "cannot verify subscripition". On HBO max when I look at my account subscription info it say "Your HBO Max subscription through Xfinity has expired" - NO IT HASN'T!!!!!!

Official Employee

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479 Messages

I actually had a similar issue with my own HBO Max subscription last year. If I recall correctly, when I first signed up for online access to HBO Max through my Xfinity subscription, it had me create a profile online. I used a different email address for this profile (different than my Comcast email address), and it tied that email address to my HBO Max profile. A few months later, when I tried to log in on a new device, it told me my subscription was expired. I ended up having to go through the "forgot password" routine with HBO Max, using the alternate email address I gave them initially, and things are working fine now. I just have to remember to use that alternate email address when I log in.

 

I know you mentioned speaking with several reps (and a technician) about this already, and I definitely don't want to make you jump through the same hoops as everyone else unnecessarily, but I wanted to check and see if there was any chance you would have used a different email address at some point.

 

Regardless, please feel free to send me a private message, as described above, and I would be more than happy to look into this for you.

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
Frogula

Contributor

 • 

32 Messages

After a few followups with the technician's supervisor apparently there was glitch in the whole HBO Max thing (he said it was a nation wide issue) and that they would be pushing out a fix later in the week. Well here it is Friday evening.....AND IT FINALLY WORKS!!!!!!

I didn't do anything - they apparently fixed the issue. Probably close to two months not working for me, but glad they finally figured it out.

Regular Visitor

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8 Messages

@XfinityTambrey 

I am getting same subscription error on HBO max..and it worked just fine earlier. It is included in my subscription package.

It is only on my tv..I don't watch it on any other devices. Have x1 box..doing a refresh now to see if it helps..I literally had it on earlier..now says expired

(edited)

Regular Visitor

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8 Messages

Well refresh worked for one episode then if I went out and came back in..error.. something glitchy on Xfinity end..

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