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sts_66
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21 Messages

Monday, May 4th, 2026 6:50 PM

Updated my plan and now I'm not getting HBO or other premium channels

Switched out of my old legacy plan to the new Premier plan on Saturday to lower my bill and now I can't get HBO, SHOW, MGM+ or Paramount+ but I'm paying for them. Spent almost an hour on the phone last night mostly on hold because the rep apparently didn't know how to fix the problem so I'm posting here - not going through that AI phone tree [Edited: "Language"] again!

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42 minutes ago

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XfinityFrank

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1 hour ago

Hi there, @sts_66. Thanks for reaching out to us here on the Community Forum. Sorry to hear about the trouble with your plan switch.  The TV Premium package does not include any premiums like HBO, SHOW, MGM+ or Paramount+. They would need to be subscribed to separately. That may be the confusion here. We have your direct message and will continue to assist you privately. 

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sts_66

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@XfinityFrank​ It's the most expensive plan you offer and last night the phone rep confirmed I am supposed to have access to those channels on my new plan (Premium may not be the correct name).- I got access to Disney+ and Hulu, not that I wanted them, also have Peacock access, which only comes if you have HBO - at least that's how it used to work.

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1 hour ago

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XfinityFrank

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@sts_66 , with our current plans, they do not come with premium channels included, not even the top tier plan. Those types of plans were largely discontinued back when we stopped offering triple play packages, which has been for quite a few years now. We do have premiums on offer though. Please continue with me in our private chat to discuss options. 

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48 minutes ago

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sts_66

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I am LIVID about this!!!! The rep who switched me to the  new plan assured me I would get all the premium channels I was getting for the legacy triple play plan I had! I want to switch back to my old plan - I can't even find an option to get those four channels anymore, the Xfinity website only shows me streaming bundles - I want them on cable, not streaming. How do I contact you in a DM?

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42 minutes ago

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