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Ward0526
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Regular Visitor

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8 Messages

Wednesday, January 18th, 2023 11:32 AM

HBO max - unable to watch

​I just realized I have HBO max but I'm unable to access it on my main TV with X1 box, PX model. The HBO max app gets stuck on the purple loading screen and doesn't move. I created my HBO max account and am able to access it with my phone and other tv using a Roku. I spoke with two reps, restarted X1, restarted my router, cleared cache on X1, checked parental controls, signed out and in of HBO max multiple times. Nothing has worked. I've noticed this seems to be an issue for others. What is the trick?​

Question

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Updated 

2 months ago

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XfinityNicolas

Official Employee

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543 Messages

2 months ago

Hey @Ward0526, thank you for reaching out to Xfinity Support on our forums and for updating us on all the steps you have already tried. When you were speaking with the two reps, do you know if they submitted a ticket for our backend team to get it fixed?

 

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Ward0526

Regular Visitor

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8 Messages

2 months ago

Hello @XfinityNicolas. Thank you for getting back to me. No there hasn't been a ticket submitted. 

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XfinitySara

Official Employee

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480 Messages

@Ward0526 - Thank you for letting us know! That may be something we can do for you now. Could you please send our team a private message?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank 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

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2 months ago

user_2763d8

Visitor

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2 Messages

2 months ago

Is there a solution to this? I've tried everything too and after hours on chat with an Xfinity rep still no solution. Very frustrating!!

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XfinityRenee

Official Employee

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151 Messages

Sorry, you're also having errors with HBO Max. We'd be happy to help! Can you please make a separate public post describing the issue? Once that is done, a team member will follow up with you to discuss further troubleshooting. @user_2763d8

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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2 months ago

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billmich88888

Contributor

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738 Messages

2 months ago

you guys keep saying for people to direct message you, what has been the end result.....?

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