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plumld
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260 Messages

Thursday, March 21st, 2024 12:53 AM

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Forced Sign In to HBO Max, All Profiles Lost

Last night, entering MAX, we were forced to sign in via provider. Following this theatrics, we eventually appeared to be signed in and found our profiles completely trashed (missing) and nothing saved from our previously existing profiles. What have you done to us?????

Question

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Updated 

11 months ago

1.5K

4

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XfinityLinda

Official Employee

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1.8K Messages

1 year ago

Thank you for connecting with us, @plummerld, about your MAX concerns. We are sorry to hear about the trouble with your profiles. We can assure you Xfinity does not have any control as to the changes within your profiles in the app. You would have to reach out directly to Max customer support at help.max.com for these issues. Are you sure you logged into the app with the same email you used previously while accessing the app through Xfinity? We require you sign in to the app with your Primary Xfinity ID. 

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plumld

Contributor

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260 Messages

@XfinityLinda​ talking to MAX, it appears that when I went through the usual, annoying process of resigning into MAX via my provider, I used the wrong email for reestablishing access. Contrary to what you have said, it turns out I was not required to use my Comcast email address!

MAX now says my Comcast email account is expired and am now using an account with my other email address. Thus, I've lost my profiles attached to the Comcast email account. If I sign out of MAX, and sign back in via the Provider link using my Comcast email I now get a message that "Provider Account Already In Use. That provider account is already connected to another Max account."

Talking to MAX, they stated that they could fix it. Only issue is that I'd be without MAX for a month!!! They would have to have me cancel the account, then they would re-link the Comcast email account back to me. They seriously suggested that this would take a month to happen.

This is ridiculous!!!

1 year ago

XfinityDena

Official Employee

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3.2K Messages

I am sorry to hear that it would take a month to fix @plummerld Have they already started the process for you?

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

1 year ago

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plumld

Contributor

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260 Messages

Of course not! The one month path to a solution would require me to be without MAX for the duration. This is completely unacceptable in this day and age. I surrendered and changed the email address in my new account to my Comcast email, but even this required a long phone call to MAX because the online process to change your email was failing completely.

1 year ago

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XfinityLinda

Official Employee

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1.8K Messages

@plummerld We are sorry about the time and frustration this has caused. It is great to hear you did get to the source of the issue, and that it's getting handled for you by MAX. Please let us know if we may assist in anything moving forward. 

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
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

1 year ago

0

user_52qoiy

8 Messages

1 year ago

I had the same problem yesterday. 

All my max apps (Roku, iPad, Android) logged themselves out. Then when I reconnected via Xfinity login, I was forced to create an account and my previous profiles were lost.  

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XfinityFrank

Official Employee

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1.3K Messages

Hello there, user_52qoiy! That definitely sounds frustrating, and I am sorry that you ran into this issue. As @XfinityLinda mentioned earlier in this thread, MAX profiles are contained within MAX, so if there was an issue, reaching out to the great folks there via help.max.com may be a good idea if needed. Also, are you certain that the login you used to sign in was the same as what you were previously using?

 

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

1 year ago

0

plumld

Contributor

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260 Messages

1 year ago

I'm asked to accept whatever as the solution by Comcast! A real solution would be for Comcast to enforce their stated requirement to use your Comcast email (as stated above)! If this was in place, I would not have encountered this issue! Leave it to Comcast to get below the bar of excellence.

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XfinityAlyssaA

Official Employee

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1.8K Messages

We understand your frustrations and where you are coming from @plummerld, may I ask if you have tried reaching out to Max support for assistance with your Max profile?

 

 

 

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

1 year ago

0

user_yovmgz

1 Message

11 months ago

Same happened to me last night - all is gone. I used the email associated with my account but not my comcast one (my gmail). Idk ugh whatever - my bill is now $300 so we'll cancel it all soon anyway 

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