HBO Max

Hi,

I have a subscription to HBO Max and am trying to access it on my Xfinity TV box. I get the screen for HBO Max but then it just freezes on that screen and nothing happens. I've done a system refresh and tried again but I only get a frozen HBO Max after the screen says I'm accessing a 3rd party application. Please advise! Thank you!

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Responses

CCDaisy

Problem Solver

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127 Messages

3 years ago

Hello @Aniuska thank you for trying the system refresh, have you tried clearing This helpful link https://comca.st/3zPodl3 will walk you through that process of clearing your cache and cookies on your cable box. Can you try that to see if will get that app to load there for you?

This https://comca.st/3Op4fSm will walk you through sign in once it loads, under Sign In to the HBO Max App on Flex and X1 secotion.

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user_e1f0c8

Visitor

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2 Messages

@XfinityDaisy hi there, we are having the same problem and tried your solution but it didn’t fix the problem. Any other solutions we could try?

3 years ago

0

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user_6b4445

Visitor

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1 Message

Same here, hbo max doesn’t launch, Samsung tv. Clean the cache didn’t improve anything

2 years ago

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CCStephanieK

Problem Solver

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909 Messages

Hello, @user_6b4445. I'd like to look into this further with you. Are you attempting to launch the HBO Max app through the Xfinity stream app or are you using the HBO Max app directly for access? Is this through an Xfinity cable box or the Smart TV apps?

I no longer work for Comcast.

2 years ago

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user_5d25cc

Visitor

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1 Message

2 years ago

I am experiencing the same issue on the Flex box. Any updates @XfinityDaisy? The answer given didn’t help.

1

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XfinityVianney

Official Employee

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2.2K Messages

Hi, @user_5d25cc. Thank you for reaching out to let us know you are seeing the same problem, and I understand that clearing up the data on your equipment didn't help. The OP created this a few months ago, so this could be a separate error. Can I have more details about what troubleshooting steps you've taken so far? Do you have any issues accessing HBO Max on any other device? Have you also tried to reboot the equipment to see if it would help clear things up?

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

2 years ago

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user_0bd4d8

Visitor

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2 Messages

2 years ago

Xfinity can afford to pay for relentless, repeated ads on TV but can't offer any help to its customers trying to access one of the very things they are advertising, in this case HBO MAX. I am disgusted. I pay this firm over $200/month and I can't speak to a human being?

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CCEthan

Official Employee

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1.4K Messages

@user_0bd4d8. I appreciate your time trying to contact us. We are full service here and happy to help. Please Direct message your name and address.

Make sure you are signed in to forums
1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon
2. Hit the compose button to the right of "conversations"
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

(edited)

I no longer work for Comcast.

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

2 years ago

0

ebpak

New Poster

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2 Messages

2 years ago

Same situation. On with Xfinity twice today for over an hour without any resolution. Now they want to send a tech to my house.....seems silly. This is obviously an issue going on with users.

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user_0bd4d8

Visitor

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2 Messages

2 years ago

Probably of no help at all but I have a Samsung Amazon TV. I finally resorted (after many fruitless hours) to the "restore to factory settings."

This worked perfectly. I had to set it up again (with wireless info, passwords etc.) but when I went to load and access HBO Max, everything worked perfectly. It undoubtedly helps that I am already an HBO subscriber.

It's a hassle but getting results is all I care about. Separately, I think the 15-year old boys who design this stuff need to get good slap in the face (or elsewhere).

They need to hire some 60+ year olds to consult on process. Hell, we'd work for free.

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dpjz

Contributor

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30 Messages

2 years ago

Did you “restore to factory settings” the Samsung TV or the Xfinity cable box?

Were you accessing HBO MAX in the Samsung apps (using the Samsung remote control) or in the Xfinity cable box (using the Xfinity remote control)?

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Channels and Programming

Aniuska

HBO Max

CCDaisy

user_e1f0c8

user_6b4445

CCStephanieK

user_5d25cc

XfinityVianney

user_0bd4d8

CCEthan

ebpak

user_0bd4d8

dpjz

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