U

Visitor

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11 Messages

Tue, May 10, 2022 2:05 AM

45 days no HBOMAX

I have subscribed to HBO and I haven’t been able to access HBOMAX in about 45 days. When I try to log in, it says choose a plan. When I sign in through Xfinity as a provide, it goes directly to Xfinity home page. I have called Xfinity customer service with no help. I have called HBOMAX and they say it’s you. I’m paying for this as part of my HBO package plan. I’m not paying HBOMAX directly, I’m paying YOU for this service and you should be the one responsible to provide the service I’m paying for or refund it. You’re ripping people off by taking people’s money and not providing the service. Maybe, I should report to better business bureau. It doesn’t seem right that people are complaining about this and you are unwilling to fix this, but you’re more than willing to take people’s money for it. I work a lot of hours, I try to call on my days off. I spend one day off two hours going between you and HBOMAX and nobody could help me. If you call at night, the help is bad, if you call on weekends, the help is bad. I don’t have time for this and I’m really fed up with it!

Official Employee

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352 Messages

4 m ago

Hello, @user_9d4d3c! Thanks for reaching out via our Community Forums page to let us know about your HBO Max subscription issue. I am truly sorry to hear you have not been able to access it. And I would like to help turn this experience around. To confirm. Are you trying to access the App through one of our TV boxes, or are you using a streaming device? 

Visitor

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11 Messages

@XfinityDilary​ Both!

XfinityDevin

Official Employee

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731 Messages

@user_9d4d3c

Thank you for the additional details. We are definitely here to help, so we would like to try some troubleshooting steps. I also provided you with steps to send us a direct message, so we can verify the subscription on our end.

If you are on the X-1 box and opening the HBO MAX app, then proceeding to “sign in” and choosing us as your provider, this should automatically sign you in so you can watch this service on your TV. However, if that is not the case, it may not recognize the subscription. Please send us a direct message as detailed below, and we will be glad to look into this further for you!

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

Visitor

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11 Messages

4 m ago

About 50 days now, still not able to get the service I’m paying for, HBOMAX! 

Note: This comment was created from a merged conversation originally titled Still no HBOMAX
XfinityDevin

Official Employee

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731 Messages

@user_9d4d3c

Good morning! We are here to help and seeing that you have been having this concern for so long would be frustrating and I can appreciate how it may feel to pay for a service you have not been able to enjoy. You are in the right place to address this, and we can help you troubleshoot. Furthermore, we are glad to look into an adjustment if the service you are paying for has been unavailable to you.

We will need to take a look at this further to help resolve it. Normally we would offer troubleshooting here so others can also see the steps we recommend fixing this but since we will be looking at a refund and the subscription on our end as well, let’s move this over to a direct message.  Can you send us your first and last name and your complete address to get started, please?

• 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

Visitor

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11 Messages

4 m ago

It’s been two months now that HBOMAX doesn’t recognize my HBOMAX through Xfinity. I’ve talked to several customer service reps and while they may be very friendly, they are unable to assist with fixing it. It’s frustrating since I’m paying for HBO andI feel like I should be getting part of the service I’m paying for. You tell me HBOMAX is the problem. I called then and they say it’s you. I’ve been trying to investigate this myself, because nobody at Xfinity is. I think the problem is with Xfinity since when I try to sign in on the computer through provider, it goes directly to Xfinity home page and that’s where it stops. There was a option for sign up for HBOMAX on your home page. I tried it and it gave me a error message and gave me the Xfinity customer service number. Unfortunately, that doesn’t help me, because the many reps I talked to has no idea how to fix it or what is going on. Everybody is stumped by why it goes directly to Xfinity home page and say “Huh, that’s not suppose to happen”. After I sign in on the computer, I go back to the device I want to watch it on and it says choose a plan. As somebody who gives Xfinity over $200.00 a month, please look into this and try to fix this. I’m asking you nicely.

Note: This comment was created from a merged conversation originally titled Still no HBOMAX

Visitor

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2 Messages

1 m ago

I cannot get HBOmax for as long as I can remember either. I have worked with several phone support people, including "Advance Tech Support", as well as having 10 hours of Xfinity techs at my home.  Two days ago, I received new equipment installed by Xfinity people. I had another tech here today.  I still cannot get HBOmax.   This is BS. 

XfinityChe

Official Employee

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6.5K Messages

Sorry for the experience you're having, @user_68dc50! I'd be happy to help troubleshoot. Are you receiving any specific errors? 

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

Visitor

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2 Messages

@user_68dc50​ 

Update - Advanced Tech support at Xfinity suggested contacting HBO tech support.  Just like at Xfinity, it took several tries to get pushed to HBO advance tech support.  I spoke with someone there and provided more information to them.  All went quiet for a couple of weeks.  I pinged them a couple more times and after nearly a month, HBO determined the problem and fixed it.  

There has been no "make good" or credits offered to me for not having the HBOMax service that I was supposed to have been able to use for over a year.  

Now, it is Xfinity Home that is acting up.  Don't get me started . . . . 

XfinityDena

Official Employee

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836 Messages

I am glad to hear that your HBOMax issues have been resolved though HBO but I am sadden to hear you are having issues with your Home security.

 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

Visitor

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1 Message

3 d ago

Totally agree.  HBO max never works for me.  This is a ripoff that I have to keep paying for when it doesn’t work.  Does anyone police this company?  Unbelievable!

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