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Cuttah82's profile

Tutor

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6 Messages

Sun, Mar 31, 2019 7:29 AM

ATT Unlimited Plus Free HBO not working for months!

I've read around and it seems like quite a few people have had the same problem as me. When i first signed up for my ATT Unlimited Plus plan in 2017, It said it came with HBO as well. Even today, it says the plan includes HBO. I was able to access HBO for quite a few months after initially signing up for the plan in 2017. All of a sudden, around August of 2018 was unable to access HBO anymore. Ive talked to CSRs from ATT AND DirectTV Now multiple times since August 2018 and have been getting nothing but the run around. 

 

 Some said I should be getting HBO as stated in the plan, but they couldn't figure out why I couldn't access it. Others have said I would need to upgrade to a new Unlimited plan to access it, which would cost more. I tried to verify my #, and it says my plan in not eligible. All this is insane!! I literally just looked at the details of my Unlimited Plus plan and it STILL says it includes HBO. I've been an ATT customer for well over 10 years. This treatment is insane. 

 

Is there any solution before I report this to the FCC???

ATTHelp

Community Support

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203.9K Messages

4 years ago

Hello @Cuttah82,

We want to get your HBO working. Since we have to take a closer look into your account for this, I've sent you a private message requesting your account details. Check your forum inbox (envelope icon at the top) and let's continue the conversation there!

Greg, AT&T Community Specialist

Tutor

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6 Messages

4 years ago

Well... Haven't heard anything back in 2 days... Guess I can't get any help here either with this issue. Will be filing a complaint with the FCC in the morning.

ATTHelp

Community Support

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203.9K Messages

4 years ago

I apologize for the delayed response. Please log into your account on a browser, as the picture suggests.

Greg, AT&T Community Specialist

Tutor

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6 Messages

4 years ago

Hi,

 

When trying to login on a desktop, I get the page below and can't get past that. When trying to login in the app or mobile browser, I get the notification I sent you in the picture through private message. The it takes me right back to the login screen and just repeats between the error and back to the login screen every time I try to login.

 

I logged in and Capture.jpg

ATTHelp

Community Support

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203.9K Messages

4 years ago

Thank you for giving it a try. We are looking into why you are unable to log in and get your HBO. We appreciate your patience.

Greg, AT&T Community Specialist

Tutor

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6 Messages

4 years ago

Just an update for anyone that might be following this thread...

 

So I filed a complaint with the FCC last Friday. Got a call from the Office of the President of AT&T today. They are going to look into the matter and are also having DirecTV Now look into the matter as well.

 

We'll see where it goes from here. Will post an update with any progress.

 

Tutor

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6 Messages

4 years ago

Final update...

 

I received a call from someone at DirecTV NOW today. They were able to get everything fixed with my account and I now have HBO again.

 

After all the mass excuses (None of which were the ACTUAL issue) and run around's from both AT&T and DirecTV NOW, it's a shame that one has to go as far are reaching out to the FCC to get something resolved. 

 

Glad this was able to finally be fixed though after months of trying to get this resolved.

Contributor

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2 Messages

4 years ago

I've been having this same issue for months and every time I try to figure it out, I can feel my blood pressure rising and I get so frustrated I give up. @ATTCares please help me with this.

Tutor

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6 Messages

4 years ago

@sarah.ca.lane For me, the problem seemed to lay with DirecTV NOW and my account apparently not being migrated over to something they implemented last summer with everyone's accounts that have this unlimited plan... The rep that called me also mentioned something about my DirecTV NOW account info needing to match my AT&T info (Which it already did). They also reset my password for my DirecTV NOW account. 

 

After all of that, mine finally works again.

Contributor

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1 Message

4 years ago

WE HAVE HAD ATT FOR YEARS AND THE UNLIMITED PLAN SINCE IT CAME OUT.  WE HAVE NEVER BEEN ABLE TO GET IT TO WORK.  WE EVEN WENT IT AND TALKED TO PEOPLE IN THE OFFICE MORE THAN ONCE.  THEY TELL ME THEY DON'T KNOW HOW TO FIX IT.    THEY MAKE IT SEEM LIKE IT IS MY PROBLEM AND SINCE IT IS FREE WHY AM I COMPLAINING.     SO FRUSTRATED

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