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user_vwfkj5
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Visitor

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2 Messages

Tuesday, January 20th, 2026 7:54 PM

Ordered HBO Max without ads and all immseeimg are ads

I have called 3 days in a row and 5 times today. I can't get on tough with a live person today to resolve this.  I was told yesterday that this issue would be resolved. I paid for the HBO Max without ads and all im seeing are ads. I need this resolved today or I will be canceling all of my services. 

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49 minutes ago

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XfinityNatalie

Official Employee

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537 Messages

2 hours ago

Hi there, user_vwfkj5! We appreciate you knocking on our XFINITY Community door today with your HBO Max ad concerns. Rest assured, you have reached the right team to assist you! Have you tried signing out and back in again by chance?

 

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user_vwfkj5

Visitor

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2 Messages

Yes several times. I have restarted the cables boxes, everything. I have un-installed the HBO Max app on my phone and still keep seeing ads. This is on your end to fix and I was told by a rep yesterday that it would be fixed by today. Even on the HBO app it shows that I am signed up with the service with ads but on Xfinity app I am being charged for the $18/month one with no ads. I want to get what I am paying for HBO Max without no ads. 

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2 hours ago

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XfinityAbby

Official Employee

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554 Messages

@user_vwfkj5, Thank you for letting us know what steps you have taken so far, I would like to take a deeper dive in to this. 

Please send us a direct message with your full name and address so that we can assist you further.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

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

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