HBOMax not compatible with older HBO bundle plans?

Same issue here - have been dropped from three calls to Xfinity and the reps have no idea there's an issue.

I am having same problem... NO one knows a

I got that "old plan" as well but DONT BELIEVE IT!

I had a VERY basic TV and Net plan bundle that included HBO MAX but the charge was not itemized. They claimed since the HBO MAX charge was not itemized I the HBO MAX did "see" me as a paying subscriber.

I played along and agreed to a 1 yr term to save $10 off my monthly bill, BUT MORE IMPORTANTLY to have my HBO MAX unbundled and be itemized on my bill as an additional charge.  

HBO MAX STILL cannot verify I am a subscriber. It doesn't matter which portal I try and use to fix this.... Android App or Win Web Browser. 

NOTHING WORKS.

I will say via the android app  I am now getting a pop-up error message with a "service code" 

I've contacted HBOMAX and they have no idea how to fix this, but they have "escalated" my issue.

I am pretty bummed because starting Aug 26th the new doc on "Action Park" is ONLY available on HBOMAX and not any other streaming platform or standard HBO channel. 

Same issue here. I was using the service fine just last week. Sat down to watch Lovecraft Country Episode 2 tonight and somehow it doesn't want to connect, telling me I need to subscribe. HBO Max is already part of my cable package. I try adding it to my plan after logging in on the HBO Max app, but it gives me an error. I have the subscription, but it doesn't want to link it to my HBOMax account.

i have the same issue. wondering if i should wait to get it fixed or un-subscribe to save money

@Foolish47 

We sincerely apologize for the inconvenience you are experiencing with HBO Max. If you’re an Xfinity TV or Xfinity Flex customer who subscribes to HBO, you now have access to HBO's new comprehensive streaming service, HBO Max. HBO Max includes access to all of HBO's live channels and On Demand programming on TV, as well as access to the HBO Max website and app on supported devices, at no additional cost.

Note: The HBO Go app and website are no longer available as of July 31, 2020. 

Right now, if you’re the Xfinity primary user, you can use your Xfinity ID and password to sign into the HBO Max website and app on your Smart TV, tablet, and more. Starting in late August 2020, secondary Xfinity users will no longer be able to sign into HBO Max using their Xfinity ID and password. To watch HBO Max, the Xfinity primary user will need to use their primary Xfinity ID to create an HBO Max account and password within the HBO Max website or app, and then share this information with the secondary members of the household.

Later in 2020, you’ll also be able to watch the HBO Max app directly on Xfinity X1 and Xfinity Flex.

For additional information about setting up your profile with HBO Max, please see here: https://www.xfinity.com/support/articles/create-hbo-max-account

Please let us know if you continue to experience issues. 

@Lalalusmom 

**UPDATED**

Can you please verify if you are currently subscribing to HBO services via Xfinity My Account or on your most recent Comcast bill?

If you are currently subscribed to the HBO package, can you please provide the exact details of your process when attempting to log into your HBO Max account including URLs, error messages, and browser/app version info? This data will help us identify the issue you are experiencing and how we can resolve it. Can you also provide an approximate date as to when the HBO Max app/website last worked using these steps?

If you do not see HBO services via Xfinity My Account or specifically listed on your most recent Comcast bill, you are likely not subscribed to HBO services. In order to use the HBO Max website/app you must currently subscribe to HBO. 

**Note**: You can subscribe to HBO services independently of Comcast (i.e. by purchasing directly from HBO or Amazon, etc), if you have done that and are currently experiencing issues logging in you will need to contact HBO directly.  

@Napp82 

We ask that you please verify that you currently subscribe to HBO via Xfinity My Account. If you are currently subscribed to HBO, have you followed the troubleshooting steps outlined by user @brenda800  or create a profile for HBO Max outlined in the article shared in my post?

Please let us know if you continue to experience issues after attempting full troubleshooting steps. 

UPDATE: HBO unlinked my account and after a few attempts I'm now able to successfully use HBOMax again. I suggest everyone having issues to retry again, if it still doesn't work get in contact with HBO.

I've been dealing with this issue for the last few days as well, but actually reached a solution! It was difficult, probably took about 1.5 hours with 2 different agents, but we went down the list of solutions and the last one worked. 

Troubleshooting steps that did not work:

• Restarting my modem
• Resetting my internet
• "Refreshing" my service
• Waiting for a service outage to be resolved
• Logging out of HBO on all of my devices, and logging back in (via service provider)
  • This brought me to "Add to Plan" page
• Logging in with my Xfinity username and password instead of an email and password on the HBO app*<

Troubleshooting step that did work:

1. Go to this link: https://www.xfinity.com/support/articles/create-hbo-max-account
2. In a web browser (not the app) sign into HBO Max through Xfinity
3. As per the instructions in the link, go to Account, then add a password**<
4. Log into HBO Max again with the email address and password from that Account page

** This is the step that all the usual troubleshooting doesn't include - you need to create an HBO Max account linked to Xfinity, then attach a PASSWORD. That way, even if the Xfinity link isn't working, you can still log in through email and password.

* This step is what you may receive from every agent and their mom, to try logging into HBO Max with your Xfinity username and password. When you try this, you only have the option to Sign in through provider OR with email and password. And you can't use the email and password because you don't have a password.  They will literally have you put your Xfinity username in place of the email to see if it'll work. 

I'd like to thank the agent Jewt (sounds like Jet). We were both so excited when we got it to work.

I'm experiencing the same issue.  I had been using HBO Max without any issues for the last two months, then three days ago it just stopped working.  Here's what I experience:

1) Try to log on to HBO Max through the "SIGN IN THROUGH TV OR MOBILE PROVIDER" button.

2) Select xfinity from the listed providers.

3) Log on to my xfinity account using the primary account xfinity user id and password.

4) Get sent to the xfinity website where it's telling me to add HBO Max to my account.  But I already do subscribe to HBO (verified my bill says HBO Max).

Even if I click the Add button on the xfinity website just to see what happens, it tries to pull up my account details and then errors out telling me there's an issue and I'll have to call xfinity.

Nothing I do allows me to access HBO Max like I could just a few days ago.