HBO Max Glitch

Why are there still problems with the "Subscription Verification Loop" regarding HBO Max....I had to cancel and not happy about it. Issue could not be resolved even with system refresh and app cache clearing.

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EG

Expert

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119.8K Messages

4 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityMartyR

Official Employee

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3.5K Messages

4 days ago

user_gntpkm We appreciate you reaching out to us over our Community Forums. Our team has not been made aware of a current HBO authentication concern. Can you please provide more insight into your issue, so the Community can have an understanding of your concerns?

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user_gntpkm

Visitor

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8 Messages

Of course other people know about it and are talking about it on this forum....that's how I found out what it's called.

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3 days ago

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XfinityPaula

Official Employee

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2.3K Messages

user_gntpkm I'm sorry, I think what my peer was trying to say is that we do not have a known issue at this time with accessing HBO Max. Since there is not a known issue at this time we have to work with our customers individually to help resolve the trouble and work with our repair teams if there is a larger issue that is not account specific. The repair teams would need the examples of the issue as well to figure out the solution. I want to help and make sure that we get your access back, so you can enjoy your shows.

Forgive me for the numerous questions, this will help us have a better understanding what is happening.

For the subscription verification loop, are you signing in to the website HBO Max app? Is there an error stating that you are not subscribed to the service? Are you signing in to the service with your primary Xfinity ID or email address?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 days ago

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user_gntpkm

Visitor

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8 Messages

This is not an account specific issue, I have read about it happening to many people. After adding HBO Max to my Xfinity, all I had to do was use voice remote to go to "On Demand" and find my show. After the problem started, HBO did not recognize my account thru Xfinity (hence service verification)they prompted me to click "connect with provider" and enter a code.....it NEVER worked and I don't do apps on my cheap phone so that wasn't an option. I had to cancel HBO. There has to be a way around this, if I sign up again (HBO thru Xfinity) will it happen again or can I sign up for it directly thru HBO?

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2 days ago

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XfinityPaula

Official Employee

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2.3K Messages

user_gntpkm Thank you for sharing your experience. When I have worked with log in looping before it was due to an account transfer after a person moved, but we were able to get that sorted out. I'm showing that we also offer 2 HBO/HBO Max service options. One is HBO only where streaming is not available, and the other is HBO with HBO Max which offers linear channels and streaming services. Considering you specified HBO Max I don't think that will be the issue, but there's an issue with entitlements.

Let's take a closer look to see what could be causing the trouble and get your access back.

Can you please send us a direct message since I need to check over the options ordered. I need your name and service address in the direct message please and from there we will verify the account.

Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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 as Best Answer. tick

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2 days ago

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user_gntpkm

Visitor

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8 Messages

I don't do streaming, I'm an older gal and don't even have a "Smart Tv".... I don't actually need Max, I just want to watch shows with "ON Demand". I don't even know where to start to send a direct message, is that an email (no tech savvy here at all). If you send me an email I will give you a name & address. I just want to know if the problem will happen again if I add HBO back to my service?

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2 days ago

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user_gntpkm

Visitor

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8 Messages

21 hours ago

As of yesterday, Thursday, I used the chat feature w/live agent and re-added HBO since agent reassured me it would work....after 5 hours, I tried watching again and again it didn't work. I tried signing in on laptop, entering email address and code etc....didn't work, I'm so frustrated I may just go to some kind of dish company to watch TV.

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HBO Max Glitch

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