twheale's profile

Contributor

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63 Messages

Sun, Aug 7, 2022 6:23 PM

HBOMax won't load on 1 of my tv

One of my TV's HBOMax app won't load. This is a recent issue. I tried restarting the box and, when that didn't work, I did a System refresh and that also didn't work. All the other apps load and all the apps, including HBOMax, work on my 2 other TV's. I tried all the other suggested troubleshooting methods without success. Why won't this particular app load on this TV? Any help would be appreciated.

Accepted Solution

Official Employee

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127 Messages

1 m ago

@twheale All right! I'm so glad to hear that the issue regarding the HBO Max app functionality on the single box was resolved with a simple swap of equipment at your local Xfinity service center and you're now able to get back to enjoying your favorite entertainment. If you ever need further assistance, we are always here to help at the Xfinity Community Forums.

This comment was created from this reply
skintime

Contributor

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253 Messages

2 m ago

I had a problem there last week. Couldn't get Woodstock to play on one tv. Played on the other and all the other stuff played, just Woodstock. Finally started playing a few days later. I need Woodstock on HBO max since my recording of it disappeared recently. HBOmax just seems really slow to me

Official Employee

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191 Messages

Hello @skintime We appreciate you taking the time to reach out to us today. I know how important it is to ensure you are able to access the content you want and we'd be happy to troubleshoot HBO. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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

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Official Employee

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325 Messages

2 m ago

Thanks for letting us know about the trouble you're running into, @twheale. It's odd that you're unable to access HBOMax on only one of your TVs, but we're always here to help. Before we get too far, is the app going through an endless loading screen, or are you getting any kind of error?

twheale

Contributor

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63 Messages

@XfinityJoshuaE​ 

I responded on my Ipad,but I don't know if you received my reply

App initially starts to load with HBOMax displayed and 3 blinking white dots. Nothing happens for 30 - 45 seconds or so and then it just displays HBOMax screen and stays that way, there is no error message. 

All the other apps work on all 3 of my tv's. This is a recent development. 

I put my Roku stick on this tv and HBOMax works, but this is not my preference for using the app.

I have a small HD box on this tv, do I need a new box?

Official Employee

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854 Messages

@twheale Thank you for all that information. If it works on all other cable boxes, including the Roku, then it sounds like it may be an issue with the box itself. There are two options regarding replacing the cable box. A new one can be picked up in-store at no cost, or we can ship one to the home. An appointment can be set up online: https://comca.st/3JQWeVd to avoid any waiting in line as well. There is a onetime shipping cost of $15 that will be applied to the next bill, and you will receive it in 3-5 days. 

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
twheale

Contributor

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63 Messages

I will go to an Xfinity store and exchange it myself.

Thank you

Official Employee

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127 Messages

@twheale That sounds like a plan to me! May I ask when you think you'll be heading to your local store to swap the box out and set it up so we may follow up with you here to make sure that took care of the problem?

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
twheale

Contributor

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63 Messages

@XfinityShaina​ 

I picked up a new box yesterday and that resolved the issue.

Thank you

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