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maleficient36
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Regular Visitor

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10 Messages

Saturday, December 28th, 2024 1:22 PM

Trouble logging into HBO Max

I cannot log into HBO Max without it sending me back to "connect provider" screen.  When I logged in a few months ago, it worked fine.  Now using the same password/email it doesn't work.  What is the solution?

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1 day ago

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XfinitySara

Official Employee

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1.8K Messages

5 months ago

Hey there, @maleficient36! Thanks for creating a new post with your MAX login concerns. I'm sorry to hear about the trouble you've had, and I'd love to see what we can do to help! Our team is awesome to work with because we'll always do whatever we can to review and resolve issues quickly. It looks like you initially sent us direct message yesterday, to which we responded:

 

If you're trying to access HBO Max through your Xfinity account and keep getting redirected to the "provider" screen even after entering your Xfinity password and a separate Max password, it likely means you haven't properly linked your Xfinity account to your Max account; you need to go through the "Connect Your Provider" process within the Max app using your Xfinity login credentials to link them together; this usually involves selecting Xfinity from the list of providers and logging in with your Xfinity ID and password.

 

Have you tried this process again since we last spoke?

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maleficient36

Regular Visitor

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10 Messages

Yes, I have done this numerous times.  When it seems I have been successfully connected to HBO Max and click on a show to watch, it immediately sends me back to the "connect your provider" screen.  Then I try again to connect and the same thing keeps happening.  

Also that when I try to watch HBO Max on my phone or computer, it works fine.  It is only through the HBO Max on my TV that I am having this difficulty.  

Would appreciate any further help with this.  I am beyond frustrated.  

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5 months ago

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XfinitySara

Official Employee

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1.8K Messages

@maleficient36 - I totally understand! Let's see what else we can do to help :) Before we move this back "offline" to take a closer look at your account and equipment, may I ask about the TV since that appears to be the main issue? Are you using one of our X1 TV Boxes, or are you simply accessing the MAX app on a smart TV?

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

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5 months ago

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maleficient36

Regular Visitor

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10 Messages

I am using the Xfinity X1 box with a LG smart TV.

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5 months ago

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XfinitySara

Official Employee

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1.8K Messages

That's good to know, thanks for clarifying, @maleficient36! What troubleshooting of the box itself have you tried so far (i.e. manually power cycling it by removing it from power for at least 15 seconds, sending refresh/restart signals from the Xfinity App, etc.)?

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

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5 months ago

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maleficient36

Regular Visitor

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10 Messages

Haven't tried either of those...do you think that is the solution?

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5 months ago

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user_pdz4xj

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1 Message

1 month ago

this sucks- watching max and poof- it goes to 'renew your subscription or connect with provider which does not work. then you try to get to someone who'll talk to you. I am like a maniac screaming 'talk to a provider' before i can get to someone who cannot help me. Now on hold for up to 65 minutes to see if i can fix this. 

IT IS ALWAYS SOMETHING WITH XFINITY

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mvenanzi

Gold Problem Solver

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2.4K Messages

@user_pdz4xj​ I think something is wrong with the connection between xfinity and MAX cause the same thing is happening to me tonight

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1 month ago

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user_m30qho

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1 Message

I can’t access HBO MAX currently..I went thru all of prompts … connected to Xfinity .. nothing .. used my HBO MAX log in … nothing .. what’s up ?

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1 month ago

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mvenanzi

Gold Problem Solver

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2.4K Messages

Last night I looked at my acct online and even though phone, internet, and tv was working (except MAX) it said there was an outage in my area. This morning MAX is working

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1 month ago

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XfinityAbby

Official Employee

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193 Messages

Hello @user_pdz4xj. Thank you for reaching out. I know it is frustrating when your services are not working properly. I wanted to check to see if this got resolved 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

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1 month ago

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XfinityQuemekia

Official Employee

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157 Messages

Hey there @user_m30qho thanks for reaching out with your issues with watching your MAX subscription. I'll be happy to take closer look. How long has this been happening? Are you able to watch MAX on any other devices? Are you receiving any kind of error message when you log in? 

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

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1 month ago

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user_4f6ykw

Visitor

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1 Message

1 month ago

I'm having the same issues trying to sign on too -- it wants to me sign up for an account or says it's lapsed. Comcast seems to be having some sort of login issue. Their website for like the past week either won't let me sign in or signs me right out too.  Other people are having issues getting onto other apps.  Comcast, this is clearly on your end, not ours.

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mvenanzi

Gold Problem Solver

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2.4K Messages

Last night I looked at my acct online and even though phone, internet, and tv was working (except MAX) it said there was an outage in my area. This morning MAX is working

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1 month ago

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XfinityEva

Official Employee

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1.7K Messages

Hello there, following up on on this, are you still experiencing issues at this time? 

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

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1 month ago

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cslete

New Poster

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2 Messages

18 days ago

We are paying a fortune to xfinity.  Our service includes MAX ($17 per month).  It stopped in the middle of of a show we were watching.  We entered the code  at max.com/providers on desktop tells us "ready to watch" but nothing appears on the tv. There are no live agents or there is a 60 minute wait.

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XfinityDilary

Official Employee

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2.2K Messages

 

cslete I'm sorry to hear about the MAX issue you have been experiencing. We'd like to help troubleshoot. Are you experiencing the issue only on your PC? Or are you trying to watch the MAX app on a different device? 

 

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

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16 days ago

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rogika

Visitor

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2 Messages

1 day ago

I have an issue with max also. It keeps asking me to subscribe which i already have.  

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