Ward0526's profile

Regular Visitor

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11 Messages

Wednesday, January 18th, 2023 11:32 AM

Closed

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?

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Official Employee

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1.1K Messages

2 years 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?

 

Regular Visitor

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11 Messages

2 years ago

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

Official Employee

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1.7K 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:

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  • 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!

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Visitor

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2 Messages

2 years 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!!

New Problem Solver

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169 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 no longer work for Comcast.

Contributor

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37 Messages

2 years ago

I've made a separate post but no replies yet.

Can you create a thread that stipulates the steps one can do to get this seemingly common issue resolved?

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