JMFERRELL's profile

New Member

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2 Messages

Tuesday, February 14th, 2023 8:40 PM

Lost HBO Max benefit after UPGRADING my internet

So I had 1 Gig fiber internet, which included HBO Max for free as part of the service.  I HAD to upgrade to the 2 Gig internet as the 1 Gig was not supporting my work from home internet needs. I was constantly kicked from video meetings. Easy no problem to upgrade, I have to be able to do these meetings/calls. We go to watch something on HBO Max after the upgrade and it says we can not sign in to contact provider. I called ATT and they said HBO Max is not included with the 2 Gig service. Why on earth would I lose a benefit of the lower tier internet and I am paying more for the higher speed? Can someone please explain this to me? I wasn’t told when I upgraded that I would lose it either. So I have to pay about $35 more a month for better internet, and an additional $10-$15 a month to keep HBO Max if I want it.

Accepted Solution

Official Solution

Former Employee

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22.2K Messages

1 year ago

Does not matter if you upgrade or downgrade, it is about you changed your plan.

At time of change you would be placed in the CURRENT offerings, not grandfathered offering.

https://www.att.com/legal/terms.HSIAAttTermsofService.html

4. Pricing

a. Term Plans, Bundle Discounts.

When you purchased the Service, you agreed to specific price and plan, which may have included a term for the Service of one or more years ("Term Plan"). Similarly, some plans may offer a discount on the Service if you sign up for other AT&T services ("Bundle Discount"). You agree to maintain your Service and any bundled services for the applicable term of the Term Plan or Bundle Discount, as applicable. If you signed up for a Term Plan or a Bundle Discount, the price under the applicable plans is valid until one of the following events occurs, at which time the price of your Service may revert to the then-existing price for such Service: (1) the term of your plan expires; (2) you change your current Service address to another Service address; (3) you drop one of the AT&T services that you were required to purchase to receive the special rate; or (4) AT&T exercises a right under this Agreement to terminate your Member Account's (or any associated Sub Account's or Authorized User's) use of the Service.

You dropped the Internet 1000 plan after the establish date of June 5, 2022.

If would have changed your speed tier before that date would still have the HBO MAX.

(edited)

Former Employee

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22.2K Messages

1 year ago

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

Internet

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
AT&T Fiber Internet 2000 9/20/2021 to 6/5/2022
AT&T Fiber Internet 5000 9/20/2021 to 6/5/2022


HBO Max is no longer offered to new customers purchasing Fiber 1 GIG+ speed tiers beginning June 6, 2022.

Already have AT&T Fiber 1 GIG+? If you move your service or change your plan, you’ll lose your HBO Max benefit.

(edited)

New Member

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2 Messages

1 year ago

Right so I purchased Internet 1000 in that timeframe, I’ve had the HBO Max included. I upgraded to Internet 2000. I called in to make that upgrade and I wasn’t told that would be lost and I don’t understand why upgrading would cause me to lose it when my original purchase was made in that time frame. I could understand with a down grade or if service was interrupted. But it wasn’t. Just doesn’t make sense to me. What benefits are available now with fiber internet? What perks are there to staying with this company rather than leaving and going to another that offers those benefits and perks with that service?

New Member

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1 Message

1 year ago

This same thing just happened to me.   Very shady in that they don’t provide a very clear prompt that we would lose that benefit.  

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