Confused About "Max"

Hi, it's just that I think I must be confused about what "Max" is.  It appears that what most people call "Max On Demand" must be different from what we get with Xfinity when we get "Max" (and HBO).  Is that right?  If a movies is currently being streamed on "Max On Demand" that doesn't mean Xfinity customers who get Max gets those movies, I gues, right???  A friend recently recommended a movie to me for the holidays that she thought I would like, and it does sound interesting.  But when we both looked it up, we discovered that it is currently being streamed on "Max On Demand" but, when I look here under On Demand for premium movies with no ads, it doesn't show as being offered here.  So, our "Max" is somehow different from what someone who just gets "Max On Demand" directly from their streaming website, is that it?  Somehow they're different? 

The movie in question is called "8 Bit Christmas" (I think, memory sucks but I think that was the name of it.  We both looked it up, it said it was currently being streamed on "Max On Demand" and she asked if I got Max and I said yes... but the movies is not showing up under Max.  It shows up under a search on xfinity as being on demand from TBS (or maybe it was TNT I dunno memory again) but that includes commercials.  Max On Demand does not, but apparently we who get "Max" here don't really get "Max On Demand"?????  That's my question.

You may be right about the difference there, but to know for certain I can try and check on my end. Are you aware of whether you currently have the version of Max with or without ads?

Which version do I have?  I dunno, as the screenshot above shows, Max is "included" with my current TV plan.  You (Xfinity) should know better than I which version of Max people get when they get Max included with their TV plan.  If it matters, I'm pretty sure I have the highest "tier" of channel packages you sell (I think) and it includes several premium channels, such as Max/Hbo, Showtime, MGM+, along with Peacock Premium and Netflix (I think I get those because I'm marked as a "Diamond" customer or something like that.  

It's really confusing to me that you're asking me which version of Max I have, when it's your company that is providing whatever version of Max I have.  Do you not know what your customers get when they have Max "included" with their plan? 

Man, it seems I'm getting more confused.  I will include the screenshot, which I JUST NOW TOOK (circled the time/date on the screenshot lower right) and as you can see it clearly says it's currently streaming on Max.  I get "Max" but I can't seem to stream this movie through Max On Demand.  Can someone just explain to me why?

Hi @OldeFatGuy 

Sorry for the confusion. The picture does show that 8 Bit Christmas is available on Max. I even attempted to play it on my X1 box through Max and was successful. What I see from the screenshot you sent is that does not look like the X1's user interface. May I ask what device you are using to stream your services?

I also want to clarify that the Max with Ads tier doesn’t include regular HBO linear cable channels and HBO On Demand content. All content must be watched through the Max app on Flex or X1. To be absolutely sure which tier you have could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

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

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

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

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

"I also want to clarify that the Max with Ads tier doesn’t include regular HBO linear cable channels and HBO On Demand content. All content must be watched through the Max app on Flex or X1."

And I want to clarify, again, that I didn't go to the max website and purchase a plan.  Whatever tier I get, I get from YOU.  I didn't choose some tier when I got my TV plan, "Max" was included with my TV plan.  You included it.  How is it possible that YOU don't know what tier YOU offer your own customers with their TV plans?  Again and again I come here and it's like the people tasked with customer service here don't know how to offer customer service.  I get that any Xfinity customer is free to go to dozens of external sites and purchase dozens of plans with dozens of tiers and there's no way possible for you to know which customers may have gotten which plans and which tiers on their own.  But that is not the case here, I bought the top tier TV plan you offer (see screenshot).  Again, Max is "included" in my plan that I got from YOU, Xfinity.  I'm sorry to seem obtuse, but how is it possible that you (Xfinity) don't know what plan you (Xfinity) include with your (Xfinity's) top tier TV plan?  How is it possible that people tasked with customer support don't know what their own company is offering?  I'm not trying to "show you up" or anything, I'm really at a loss as to how the customer service of a company is asking the customer what plan their own company offers it's own customers.  Do you not see why I'm confused?  I get whatever tier from Max that YOU (XFINITY) offers with it's top tier TV package.  You don't know what that is?  Seriously?  I'm sorry (again) but I don't understand how that's possible.  I get how it's possible when customers go off and acquire their own plans at some streaming site, but, again, that is NOT the case here.  The only "Max" I get is whatever "Max" you offer with your TV plan.

And not for nothing, but if you can watch a movie on your TV set box through regular On Demand (as you say you were able to) then I too should be able to watch said movie EVEN IF I'M STREAMING instead of watching on a TV box.  There is no warning or notice that when we Stream the services we pay for instead of watching them on a TV box that we don't get everything we pay for.  Now there is a different "On the Go" set of rules regarding when streaming away from home, I understand that, but I am ALWAYS streaming from home.  I don't own a TV.  At all.  I pay for these services and watch all of my TV on my computer.  Which is at home (so no channels or tiers should be lost as is possible when you stream away from home or "TV GO" or whatever it's called).  I should get every channel and option that I pay for on my computer just as if I did own a TV with a TV box.  Otherwise, what am I paying for????

It feels like I'm paying for Max, and this particular movies is available on Max, so therefore I should be able to watch it on Max.  Yet I can't.  And I want to know why.

Nope, I was person that sent the last post and I will repeat what I posted requesting you to send us a DM: 

"Thank you, can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. "

@XfinityVictor​ "I was person that sent the last post and I will repeat what I posted requesting you to send us a DM: "

Okay, please help me then because there is something very wrong on my end.  I didn't see, AND STILL DON'T SEE, such a post.  Could you take a screenshot or something and point out to me where it shows up because I'm not seeing it anywhere.  I see this response (obviously since I'm responding to it) but I don't see the original one anywhere.  Something to do with my browser?  (Firefox). 

Again, you just said "I will REPEAT WHAT I POSTED" and I can't see that anywhere.  Please tell me why that post is not showing up on my browser (Firefox). 

And someone is going to have to explain to me why I must resort to DM to get what should be a standard answer, WHAT VERSION OF MAX DOES XFINITY OFFER WITH IT'S TOP TIER TV PACKAGE?  That should be a matter of public record, not requiring my account or anything else.  But mainly, I want to know why the forums say you posted yesterday, you say you posted yesterday, and yet I still can't see the original post anywhere.  Is it a Firefox issue?

I'm sorry to hear about your frustrations trying to send us a DM @OldeFatGuy. Have you tried an alternate browser? We do typically recommend Chrome. Have you also tried clearing cache and cookies? Unfortunately, we don't have a way to upload a screenshot from our end. There should be a Direct Message icon in the top right hand corner but you may need to sign in as well. If you are not seeing it, I recommend trying an alternate device or web browser. 

We are requesting a DM so we can take a look at the package you are subscribed to and your current subscriptions. We do not discuss account specific information publicly for security purposes.