Skip to main content

    Support

    Offers

KF2417's profile
KF2417
1st Reply
1st Topic
Conversation Starter

Regular Visitor

 • 

16 Messages

Tuesday, May 25th, 2021 2:20 AM

Closed

Cannot Select Play for HBO Max using XG1v4-A Cable Box

I am unable to get any show to play on HBO Max from my XG1V4-A cable box (new as of March 2021).  I can navigate and select any show or movie but when I click the play button on the screen it moves to another show, click play and again it moves to another show.  I have a second cable box (XiD-P) that works.  I have reset the cable box multiple times and did a system refresh.  No luck.  Is there a problem with the XG1V4-A cable box and HBO Max?

Question

 • 

Updated 

4 years ago

308

4

0

This conversation is no longer open for comments or replies and is no longer visible to community members.

dcfox

Contributor

 • 

387 Messages

4 years ago

I have the Xg1v4 box and have not seen that problem on HBO Max. When you click play are you hitting the center select button of something else.

1

0

KF2417

Regular Visitor

 • 

16 Messages

Center button.  Same remote as the other cable box and same button used.  I am not alone with this issue.  Several others have reported the same problem.  Xfinity reply is always to restart the cable box.  Hasn't worked for anyone as far as I know.

4 years ago

0

KF2417

Regular Visitor

 • 

16 Messages

4 years ago

Anyone from Xfinity have ideas on how to fix this??

2

0

CCElizabeth

Problem Solver

 • 

908 Messages

Hey there, KF2417. Thank you for bringing this question to our Xfinity Community Forum! I am sorry to hear that you're having trouble with HBO Max on one of your TVs. Have you tried the hard reset on your own cable box? You'll want to unplug your cable box from the wall plate, wait about 30 seconds, then plug the cable box back in. Once that is done, reopen HBO Max to see if the issue is resolved.

 

If this doesn't resolve the issue, please let me know what kind of TV you have. Also, how far away is the cable box from your modem? Have you run a speed test?

 

 

I no longer work for Comcast.

4 years ago

0

iht

New Poster

 • 

7 Messages

i am having the same issue - was on with xfinity support yesterday - issue was not/is not resolved.  hard restart done by myself & xfinity support.  Why is this happening to more than one user and how with this get resolved.  I pay alot of $$$ for your service which I expect to work all day every day.  All other apps work perfectly just not HBO Max

4 years ago

0

user_07fc67

Visitor

 • 

1 Message

4 years ago

i have the same problem! no, a hard reset, no matter how many times you do it or how long you leave it unplugged or how many refreshes you do or how many different things you clear or update or reload or how many different button combinations you try or etc, etc, blah blah blah, it does NOT fix the problem! you select "play" and it takes you right back to the home screen. it's an endless cycle of play, home screen, play, home screen, play, home screen, search, select, play, home screen, play, home screen, play, home screen, search, select, play, home screen... get it? it never plays anything! 

1

0

CCStephanieK

Problem Solver

 • 

909 Messages

Hello, @user_07fc67! I'd love to get a ticket submitted for how the app is not allowing you to select play when using your cable box. Please send us a chat message with your first and last name. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

I no longer work for Comcast.

4 years ago

0

BlueJeans07

Contributor

 • 

132 Messages

4 years ago

I had that happen, went back and started over... this time I did not click the play button, but waited and the movie started. 
Maybe this will help you also... good luck  

0

0

forum icon

New to the Community?

Start Here