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J

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2 Messages

Wednesday, December 29th, 2021 1:29 AM

HBOMAX subscription expired

Kevin : I see that HBOMAX is removed from the account.
Kevin : To confirm, did you change your wireless plan?
You : No. We’ve had the same plan since we started. Elite unlimited.
You : ##Application moved background
Kevin : Thank you for bringing the issue into our notice
You : free and no worries, the subscription will be active as far as you keep this plan, no worries, let's do the following
You : Ok
Misael : Please go to hbomax.com or download the HBO Max app from your device. > Click on content > You will see a pop up message to use TV provider information, please click on "Dont allow" > select AT&T Wireless/WatchTV as TV provider > sign in using your myAT&T User ID xxx password, if there's reflected any error code or message please copy and paste it on this chat
You : Ok. Hold on.
You : ##Application moved background
Misael : Sure, take your time
Misael : Or you can try on this way Go to hbomax.com, then select Sign In. Select SIGN IN THROUGH TV OR MOBILE PROVIDER. Choose AT&T and enter the AT&T user ID xxx password. Select Sign in.
You : ##Application moved background
Misael : Got it.
Misael : I'll be here waiting on you
Misael : ☺
Misael : May I know what is the User ID xxx are using to log into the HBO max?
Misael : Oh got it
You : I did all of that and it’s telling me choose a plan or restore purchase
You : ##Application moved background
Misael : I really appreciate the details
You : I tapped the “tap here if you’re already subscribed” and it just brings me back to the same option of choose a plan or restore purchase.
Misael : Could you please share to me the User ID xxx are using to log into the HBO max?
You : 
Misael : Thank you.
Misael : I understand your concern, please do not worry I can guarantee you can keep the HBO max subscription, based on my experience when this happens is because the system has an error to validate the subscription, to get this correctly solved I will create an urgent HBO max case with the account xxxxxxx and plan on file. that way our specialized department will work on the account xx relink the subscription
You : It says to log in with my AT&T log in info which I have been doing
Misael : Thanks for the info!
You : Why would it be doing this in the first place if nothing changed on my plan.
You : I realize the subscription is free but with the price I pay for the cell service alone I shouldn’t have to experience these types of issues.
Misael : Correct, I do see everything is good on the account xxx nothing was changed, this is because HBO max has changed the platform recently and it is getting a mismatch with the subscriptions through AT&T, I have assisted other customers with this same error and confirmed with this case this will be correctly solved as our team will relink the subscription with this new platform
You : How long will that take?
Misael : I just want to make sure you are receiving the most accurate information and the best assistance today. Based on my experience the case can take 24-48 hours to be solved , I['m working now to fill out the form with the account 
Misael : Perfect!
You : Then I’ll wait 48 hours before I try logging back in.
You : Thank you
Misael : You are more than welcome! done! the case has been successfully submitted, during today you will receive the case ID xxx any update will be notified via email
You : Great thank you
Misael : You are always welcome! This is our chat ID xx case you need future references 
You : The conversation my husband had with an AT&T rep on Sunday
Kevin : In this case, I will go ahead and raise a request to enable the free HBOMAX and verify the HBOMAX. You don't have to do anything from your end. Our Internal team will enable the HBOMAX and you will be notified by an email.
You : How long is that going to take?
Kevin : It takes 24hours to get oy activated.
You : Why was it removed?
Kevin : Verification of plan is failed.
You : Nothing changed on the plan. The only change we made was to transfer our third line to our daughter. We never changed anything on the plan.
Kevin : I will make a note on the account and I will make sure HBOMAX gets activated.
You : So did the HBOMAX platform change?
Kevin : It will remains active and you will have the same profiles
You : Ok.
Kevin : Thank you.
Kevin : You will be able to access HBOMAX from tomorrow onwards without any fail
You : Did the HBOMAX platform change?
Kevin : HBOMAX platform didn't change
You : According to the AT&T rep they said it changed and was not syncing with peoples accounts. Told me it would be 24-48 hours for the issue to be resolved.
You : That was on Sunday.
Kevin : Okay I understand
You : Thank you for taking care of this and I look forward to being able to continue watching my shows.
Kevin : You're welcome
Kevin : Do you have anymore questions for me?
You : No.
Kevin : Thank you for choosing DIRECTV STREAM. We appreciate your business!

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1 year ago

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