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vlawde
20th Anniversary celebration
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Expressive Exchange

Contributor

 • 

69 Messages

Sunday, March 17th, 2024 5:18 AM

Closed

What happened to MAX?

Just went to watch a series I've been watching and it made me log in via my provider. All my saved stuff is gone, shows I'm in the middle of watching are not saved, shows I've marked as favorites are gone..I don't even see some of the other networks usually featured. Plus the interface is totally different and my normal avatar for "who's watching" is gone. Also had a "welcome to max" message. I've had it for years, free as part of my package. What's going on?

Question

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Updated 

10 months ago

 • Edited

1.3K

4

XfinityChristy

Official Employee

 • 

1.9K Messages

1 year ago

@vlawde Hello, and thank you for contacting us through our Xfinity Community Forums. There may have been an update or maintenance activity occurring on MAX while you were watching it yesterday. I'd be glad to investigate further into your setup if you're still experiencing issues with missing saved items and history. Have you had a chance to log out and log back into MAX?

1

0

user_sdln9q

1 Message

I just had exactly the same thing happen. I was forced to re-login and enter an email address. Max created a new profile and removed access to the xfinity profile I've had for many years.

1 year ago

0

vlawde

Contributor

 • 

69 Messages

1 year ago

I did last night and again just now. Did it via provider and entered the code onscreen but same thing. Did HBO/MAX do something on their end? My email addy is on there as well but I don't remember if I used that initially or not

1

0

XfinityChristy

Official Employee

 • 

1.9K Messages

@vlawde thank you for those details. I would like to take a closer look at your account and see if I can help get to the root of this with you. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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.
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

vlawde

Contributor

 • 

69 Messages

1 year ago

Alright, I've jumped through hoops, talked to multiple agents with no resolution, was referred to MAX who couldn't help and said the issue was on Comcast's end. Not real happy spending part of my Sunday dealing with this, frustrated and unhappy. I just want my original MAX account back

2

user_84273c

Visitor

 • 

3 Messages

I just had the same thing happen.  Did you ever get anything resolved?

1 year ago

0

XfinityThomasA

Official Employee

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2.3K Messages

Oh no, user_84273c! Is this issue isolated to using the Max app on a certain device, and, have you tried uninstalling and reinstalling the MAX app? 

 

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_rpl176

1 Message

10 months ago

Max was part of my xfinity choices and just kicked me out and said I needed to add Max at 15.99 per month. The only thing I changed was a new white box was left on my porch, which I hooked up . 

1

0

XfinityJorge

Official Employee

 • 

2.1K Messages

Hey there user_rpl176! Thanks for using our Forums, and we are happy to work with you to see if we can find a deal that includes Max. If interested please send us a DM. Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 

 

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

10 months ago

0

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