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FrustratedCustomer15's profile

New Member

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8 Messages

Tue, Jul 5, 2022 11:46 PM

My HBO MAX login doesn’t work

So I cancelled my wireless service with you all because it was the worst customer service experience I ever received both in store and via telephone. No resolve ever. Unfortunately, the same if for internet however I have no choice in internet. When cancelling wireless it cancelled my HBO however my HBO was also through my internet which I had prior to even having the wireless so it shouldn’t have cancelled my login. So now I haven’t had HBO for months and I tried calling and get the run around yet no solution STILL and it’s been months since I cancelled my wireless. I want my HBO back. 

ATTHelp

Community Support

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200.3K Messages

3 m مضت

Hello @FrustratedCustomer15, we are here to help with your HBO Max.

 

Let's take a further look into this together, so we can get you logged in and streaming HBO MAX.

  •  What services do you currently have?
  • Are you using Internet 1000?

Internet 1000 is the plan required for HBO Max, and HBO Max is no longer being offered to new internet 1000 customers. If you do have Internet 1000 let us know and we can do some troubleshooting!

 

Mellira, AT&T Community Specialist

New Member

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8 Messages

3 m مضت

I have internet 1000, but I’m not a new customer. I’ve been a customer for almost 2 years now with internet 1000 and more than that with ATT internet in general. HBO is indeed included and it’s stated. 

 it’s included on my account. HBO not working only happened when I cancelled my wireless service but I had HBO prior to my wireless service through my internet account with you all. So it should’ve never been cancelled and you alls customer service reps said it shouldn’t have been cancelled, but couldn’t figure out how to get it back to me even after hours and multiple transfers. 

ATTHelp

Community Support

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200.3K Messages

3 m مضت

Thanks for the update, @FrustratedCustomer15.

 

 

 

We have some great information on HBO max sign in issues that may prove helpful with getting you logged in. Here, you will want to confirm you are using the correct user ID and password. Keep in mind that if you logged in to HBO Max using your wireless account credentials before canceling, you'll now need to login using your internet account credentials instead so that the app recognizes you're getting the service through your internet account. Once you've verified you're using the correct information, you'll want to proceed as follows:

 

  1. Download the HBO Max app or visit play.hbomax.com/login
  2. Choose your provider. (If you have our service, select AT&T)
  3. Sign in with your User ID and password. If you don’t have one or forgot it, You can also create an ID or look it up.

We hope the information helps!

 

Jarod, AT&T Community Specialist

JefferMC

ACE - Expert

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29.9K Messages

3 m مضت

Officially, AT&T is saying right now, regarding HBO Max for Internet 1000 customers:

If you purchased Internet 1000, 2000, or 5000 within these date ranges, you received access to HBO Max at no extra charge.

Service Speed Tier Date Range
AT&T Fiber Internet 1000

5/27/2021 to 6/5/2022

https://www.att.com/support/article/u-verse-high-speed-internet/KM1385951/

New Member

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8 Messages

3 m مضت

The instructions provided I have already done with att customer service reps and by myself and it’s giving me the service error message that I submitted in the original message. I’m not sure why this has become so complicated. My wireless and internet account was linked so there should have been a change to anything. 

ATTHelp

Community Support

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200.3K Messages

3 m مضت

Thanks for the update, @FrustratedCustomer15.

 

Since the accounts were combined, it's most likely the case that your login is still connected to the now cancelled wireless account, which is why the app can't verify your subscription when logging in.

 

To fix this, you'll want to change the login you're using to sign in to HBOMax. Here's how you can create and manage a member ID so that you can get signed in to HBOMax. Just make sure that the ID you create/manage is linked only to your internet account and not your wireless account. Doing this should resolve your login issues.

 

Let us know how these steps work for you!

 

Jarod, AT&T Community Specialist

New Member

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8 Messages

3 m مضت

Unfortunately this didn’t work either. The same error code came to. I even uninstalled the HBO app and reinstalled it.

ATTHelp

Community Support

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200.3K Messages

3 m مضت

We'll have to access your account to try and find a resolution for you, FrustratedCustomer15.

 

Meet us in the Direct Messages to get started. Look for the chat icon next to the bell icon in the upper right corner of the Forums.

 

Aminah, AT&T Community Specialist

New Member

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8 Messages

2 m مضت

I’ve been under the weather with covid and was unable to get to the chat that is now closed. 

ATTHelp

Community Support

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200.3K Messages

2 m مضت

We're here to assist with your HBO Max concerns, @FrustratedCustomer15!

 

Let's meet in a DM to continue where we left off at! Be on the lookout for a chat notification in the upper right-hand portion of the page.

 

We look forward to speaking with you!


CalebP, AT&T Community Specialist 

New Member

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8 Messages

1 دقيقة مضت

So the solution was short lived. It’s saying, my subscription is expired. Short lived meaning less than a week after taking a month to fix.

New Member

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8 Messages

1 دقيقة مضت

I just don’t understand how the solution took over a month for it then to revert back to being “expired”. 

New Member

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8 Messages

1 دقيقة مضت

Why am not receiving any adequate help on this. 

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