Check out AT&T's Valentine's Day Gift Guide for ideas & deals on the new Samsung Galaxy S23!
sharonj11's profile

New Member

 • 

9 Messages

Wednesday, August 24th, 2022 11:30 PM

HBO Max comes with my Internet 1000 account, but hbo "Can't verify my subscription.

I've followed the steps listed for Amazon Fire Stick.

I've tried logging into HBO Max with both of our AT&T IDs.  They both work for logging into AT&T but neither one works with HBO.

What else can I try?  It seems like AT&T needs to somehow activate HBO for me.

ATTHelp

Community Support

 • 

207.7K Messages

6 months ago

Hey @sharonj11. We'd be happy to help you with the login for your HBO Max account.

 

To get started, we just want to confirm that you're registered for our HBO Max service:

  • Go to your att.com/myatt.
  • Look for the Acitvate HBO Max tile thhat should be on your account overview page.
  • Click Activate if it appears.
  • Download the HBO Max pp on the device you're using.
  • Open HBO Max app and select the Person icon.
  • Select Sign-in, then Sign-In with a Provider.
  • Select AT&T and enter the AT&T User ID and Password.

Also, please let us know if you're able to stream your HBO Max service on another device besides your fire stick. We just want to make sure it's a technical interruption on one device, or if there is a login problem with your account.

 

Let us know if those steps help.

 

Robert, AT&T Community Specialist.

New Member

 • 

9 Messages

6 months ago

I've done all of that.  There is no tile on the MyAtt page to activate the HBO max.  There is nothing on the AT&T site to indicate that I'm entitled to HBO Max.  HOWEVER,  my bill clearly indicates that HBO Max is included with my Internet 1000.  And last night I spoke with Akeem in AT&T Customer Service, who confirmed that I AM, in fact, entitled to free HBO Max.  Unfortunately he thought that the way to make it happen was for me to call HBO Max directly, because he and the 3 previous AT&T people I spoke to couldn't possibly help me.  And he turned out to be incorrect.  HBO Max can't activate my account because HBO Max "can't verify my subscription."  Which is where we started.  I can sign into my AT&T account just fine.  If that "Activate HBO Max" tile actually existed, we might have a shot at getting this to work. Without it, I need some other way to get AT&T to show my HBO Max account as activated.

Please don't send me any more canned responses.   There must be a way to fix this.  This forum shows people as far back as two years ago with the same problem. They can't all still be waiting for help.  

New Member

 • 

9 Messages

6 months ago

To clarify:

I am not registered for HBO Max.  I  need to get registered, but can't find a way to make it happen. There's nothing on the MyATT site to allow me to complete this step.

ATTHelp

Community Support

 • 

207.7K Messages

6 months ago

Thanks for that update, @sharonj11!

Just a few quick questions to help us narrow down the root cause of your HBO Max issue:

  1. Are you using the same user ID that's associated with your Internet service to log in/register?
  2. Have you recently upgraded or changed your Internet plan?

We look forward to hearing back from you! 

Lacey, AT&T Community 

cchiu

New Member

 • 

13 Messages

5 months ago

@sharonj11  The tile appears in you MyATT page (use the web page and not the iPhone/android app). 
 
Hopefully this works for you. Though, the link/tile doesn’t work for me. 

The only way is to activate the HBOmax on AT&T, and you are right that HBOMax can’t do much until this is done. 

Good Luck!

New Member

 • 

9 Messages

5 months ago

ATTHelp,

1.  Yes, I'm using the same User ID as my internet service uses.

2.  We upgraded our internet speed to Internet 1000 a few months ago.  I believe that this is what qualifies us for the free HBO Max.  We were not aware that we were supposed to be getting it until I happened to look at our bill and saw the phrase "includes free HBO Max."

Since it is the internet service that qualifies us for the free HBO Max,  I called the support number for U-verse Internet.   The rep couldn't help and kicked me back to the DirecTV/U-verse TV people. The TV team then sent me to the Employee/Retiree Concessions team, who raised my bill by $20 per month and then sent me on to the HBO Max people. And the HBO Max people told me that they can't verify my subscription. 

New Member

 • 

9 Messages

5 months ago

@Cchiu, the tile to activate HBO Max may have appeared on your MyATT web page, but it doesn't appear on mine.

In reading other posts on this forum, I see that many others have experienced the same problem, possibly because we have AT&T for TV AND Internet AND Wireless AND home phone, which causes problems on the MyATT web page. Or maybe it's a completely different problem.

cchiu

New Member

 • 

13 Messages

5 months ago

@sharonj11 its the same problem. Technically, there’s a database that has an association with HBOMax and your userID in AT&T. Currently, that field is set to off.

The tile would allow you or me to set this field ( though it doesn’t work for me).

Yesterday, with the online chat, I  was told to call 877-285-0144 and show them the bill and ask someone to turn this on / activate the service. 

I’ve been busy with work, so I didn’t have time to follow up.  (I have to work to pay for this fiber)

Maybe you can try that. With your bill, it’s a contractual agreement so don’t take any bogus responses from them. 

Good Luck

ATTHelp

Community Support

 • 

207.7K Messages

5 months ago

Thanks for providing us with updates for your HBO Max activation concerns @sharonj11.

 

Let's get you streaming HBO Max right away from your eligible internet account.

 

We'll send you a Direct Message to investigate your HBO Max provisioning. You can access our direct message by using the inbox icon next to the bell icon in the upper right corner of the page.

 

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

 

 

Fiber internet 1000:    5/27/2021 to 6/5/2022

Fiber internet 2000:    9/27/2021 to 6/5/2022

Fiber internet 5000:    9/27/2021 to 6/5/2022

 

This promotion ended for AT&T fiber on June 5, 2022. You must use your access to HBO Max to keep your eligibility for this promotion.

 

If you are yet to use or activate your HBO Max by June 5, 2022, your HBO Max promotion may be expired.

 

Looking forward to your response in direct message.

 

Olajide, AT&T Community Specialist

New Member

 • 

9 Messages

5 months ago

@ATTHELP,

I accessed the Direct Message.  It was a link to chat with a representative who was said to be "very eager" to help me with my issue.  I was thanked for my patience and told that a rep would be with me as soon as possible -- but wait times may vary!

I waited 3 hours.  I can only assume that my eager-to-help agent will be eager on Monday morning, as it is now Friday night.  I have no problem with people going home to their families, but it would have been nice to know if the Chat was going to close.  Or maybe I just didn't wait long enough.

Over the weekend I will try calling the number that @CChiu posted.  It can't be any less productive than my last 3 days of trying to get this straightened out.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.