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HBOGO wont complete registration

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New Poster

HBOGO wont complete registration

I just got Xfinity on Jan. 22 and have not been able to get HBOGO to work. I choose my provider and sign in with my comcast user name. Then I get another page that asks for me to create an HBOGO user name and provide my email,verify email agree to terms and privacy etc. Then I click on the create button and for a brief moment I see a circle made up of smaller dots_ I assume this would be like some type of timer,but it quickly goes away and nothing else happens. Even after a lot of time goes by (left it on for about a half hour while I did other things) I still have no result. I have tried to do this with my email and my regular gmail with the same result. If I try to navigate away from the page,I get a message saying that my registration is not complete..


Just wondering if anyone is having this issue as well. I'm using a pc with Windows 7 if that matters. I did use HBOGO with my previous provider without issue,but I don't think it has anything to do with that. It really seems like something on thier end (HBO) because I am able to get to the registration page after logging in with my comcast username.


Any help or info would be greatly appreciated. I am aware that I can watch HBO from the Comcast page,but I would also like HBOGO to work,if possible.


Thanks! CC

New Poster

Re: HBOGO wont complete registration

I have a similar problem. But I can't even get to the "create an HBOGO user name", etc.


I get this -

We're sorry. We cannot process your order at this time. A subscription is required to view this program. Please call 1-800-COMCAST for assistance. Ref code ERR-36895 when calling.


I HAVE A subscription...

New Poster

Re: HBOGO wont complete registration

I have this same issue, it used to work fine.  I got a new AppleTV, I have the code I need to enter for HBOGO online to activate, I've tried from 3 different browsers and after I select "Xfinity" from the HBOGO service providers I log in to Xfinity and then it takes me to a page that says:



Sorry, there was an error loading this page. Your account has not been charged. Click here to see exclusive deals for XFINITY customers...

New Poster

Re: HBOGO wont complete registration

For anyone purchasing the internet only package which includes HBO Go, you must have a DCT box connected even if you don't intend to use comcast cable on your TV!


Much like everyone in this post, initially (with only a cable modem connected) I was able to sign into my comcast email account then use that information to log into the HBO Go website and successfully watch any show.


Few days later I received the good old 'ERR-36895' error message and couldn't sign into HBO Go. Comcast support hadn't a clue why and after about 3 weeks of failed attempts I was called by Tier 2 tech support who correctly informed me that I need a DCT box hooked up to register my account with HBO servers as requiring access.


A DCT box is a non-HD box that lets you hook up Comcast to your TV and allows you to access advanced features like on demand and above basic channels like HBO (a DTA box is for absolute basic cable only) .


I'd strongly suggest requesting a Motorola DCT700 box since it's small, non-HD and no additional cost or monthly rental for us. They initially sent me a DTC2000 box which is an ugly mamoth larger than a VHS player. Unfortunately Comcast couldn't guarante a DCT700 would be shipped to me so I had to visit a local service center to receive the correct equipment. 


Find it on this page and see that it's the only small non-HD box.


Once you receive it, if you only have one cable exiting your wall then you'll need a splitter (I had one from my previous house but you might be able to request one from Comcast when you request the DCT box) to split the connection into both your cable modem and your DCT box. I didn't need to connect the box to my TV (just the coaxial cable and power) and then I called Comcast to ensure the box was activated on my account by giving them its serial number. Then specifically ask them to "send a signal to reset my DCT box" and if your DCT box resets you'll be able to immediately log into HBO Go successfully.


This internet only HBO Go package is brand new so I guess early adopters like us need to perservere. I created this account to specifically post this information as it was not available any where else.


Good luck folks Smiley Wink