EC1261's profile

New Poster

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1 Message

Mon, Jan 4, 2021 8:00 PM

HBO Max App

I’ve been watching HBO Max through the app on the cable box, but today it goes to the app, doesn’t load, and says an error occurred when I tried to go to settings or search.
This is very frustrating. I can’t sign out of the app if I wanted to and there’s really no reason for this to happen. It worked fine yesterday and now today I can’t watch anything on HBO Max.

Responses

New Poster

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1 Message

5 m ago

I have exactly the same problem. Worked fine yesterday but not tonight. I have Amazon fire stick and HBO Max app did work fine on it tonight. Xfinity please help.

Official Employee

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371 Messages

5 m ago

@EC1261 Thanks so much for taking the time to reach out to us regarding the HBO Max app. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. I am very sorry to hear that you are having trouble logging into the app. I am loving the new app and I would find it entirely frustrating if I was unable to use it now that I have experienced it. Can you please reach out through private message with your first and last name, name on the account if different, and service address? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: https://comca.st/3oLDJGh

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

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5 Messages

3 m ago

The HBO max app loads and I can see all the movies, but I am unable to play anything.  In the past I would have to start the movie on another device until it showed up on the ‘continue watching’ area of the app.  I could then relaunch the app from my xfinity box and hit continue watching and the movie would play.  Now this doesn’t work.  I hit play or continue watching play and the screen goes purple for about a second and then back to the main menu.  

help

Official Employee

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101 Messages

Thank you for reaching out to us in our forums. I am sorry about the frustration you are experiencing right no with the HBOMax app. I use the HBOMax app all the time, specially for new movies that also just debuted at the movie theater.  You have reached the right place for help. Can you tell me if you are also seeing an error code or error message?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

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5 Messages

No error code.  If I hit play, the screen will blink and immediately return me to the main menu.

Visitor

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2 Messages

6 d ago

I am having the same problem and have tried everything I can think of to fix it. We’re you able to find a solution??

New Poster

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5 Messages

3 d ago

Unfortunately, I have not.  My only option is to watch it through the app that came with my TV.  Calling Xfinity and trying to reach a live person who can actually help with this is more frustrating than this problem. 

Official Employee

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118 Messages

@Tdub7 I'm so sorry to hear that you've had no luck getting this working. I can certainly take a look and see if we can run through some troubleshooting to get this working. Please send us a Live Chat with your first and last name as well as your service address so we can assist. 
 
To send a Live Chat, click the Peer to Peer chat icon at the top right of the page and enter Xfinity Support in the "To" section of the chat.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

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2 Messages

2 d ago

I've been having this problem for at least a week now, started whenI was rewatching Raised by Wolves episodes where I received an error message prompting a restart of the app, then I noticed that any show I want to watch returns me to HBO Max's main menu. Cold restarts haven't helped.

Visitor

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2 Messages

Xfinity's chat agent asked me to re-pair the modem and Flex box, which killed our chat session (and didn't solve the problem). After failing to find a way to clear the device's cache I logged out and then back in to the HBO Max app -- now everything seems to be working. An info page shows that the device OS was updated on June 1st, which possibly triggered the failure.

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