Customer service help for missing channels

We have been watching Netflix and HBO MAX thru our Roku device for a great number of years. All of a sudden, we can no longer watch HBO MAX without warning. Both HBO and HBO MAX are part of our channel lineup as they have been for years. Can someone tell me why MAX is now requesting me to login thru the Xfinity ap but still won't access MAX? Thank you for any help

Responses

Oldest First

Selected Oldest First

XfinityGabriel

Official Employee

•

3.3K Messages

3 hours ago

Nhnellybell, Hi there! Thank you for reaching out. I can understand how frustrating this is, especially when everything has been working fine for years and suddenly stops.

When the MAX app asks you to sign in through Xfinity but won’t grant access, it’s usually related to the account authentication between the app and your Xfinity subscription rather than your Roku itself. To help narrow this down, I’d like to check a couple of things with you:

When you try to sign in, are you using your primary Xfinity ID and password?
After signing in, do you receive any error message, or does it just loop you back to the login screen?

In the meantime, I recommend trying the following quick steps:

Sign out of the MAX app on your Roku, then sign back in using your Xfinity credentials
Restart your Roku device
If possible, try signing into MAX using Xfinity on another device (like a phone or tablet) to see if it works there

This will help us determine if the issue is with the app login itself or something specific to the Roku. If it still doesn’t work, we’ll be happy to dig deeper into your account to make sure everything is fully linked and active on our side.

0

Nhnellybell

New Poster

•

7 Messages

2 hours ago

Thank you for your quick response, Gabriel. I have restarted the Roku already; I have logged out of my MAX account in the past, but at this point, it won’t let me login never mind log out! Even though I do try to login it gets in that loop where I go right back to the login screen and try again. I have restarted everything that I can think of to try to resolve the issue. One of the things I have read online is that some other users needed a new TV set top box. I’m unsure which model I have, but I’m sure you can see it in my account and perhaps you can tell me if that is one of my issues?

We were in the midst of watching The Pitt so were irritated that we couldn’t continue 😩. Looking forward to any other ideas, you might have.

Dana

2

0