AT&T Community Forums

Were you mistakenly told your plan had changed?

Has anyone gone through something similar?

I lost my free Max subscription all of a sudden. I signed up originally with an unlimited phone plan + DirectTv Stream plan (over a few years ago) and was told I'd have free HBO (Max) for life. I've received no communication regarding my account changing, no promotion expiring until I received an email on 9/14 saying:

"You made changes to your AT&T wireless or broadband plan from one that included Max (formerly HBO Max) as a benefit and as a result, the Max benefit has changed. Effective 09/14/2023, you will no longer be eligible to receive the Max benefit.

No action is required. To make changes to your DIRECTV account visit directv.com.

If you have any questions about AT&T wireless or broadband account, please visit att.com.

Thank you.

DIRECTV STREAM Team"

So, you told me that I no longer had access on the day you canceled my subscription? Please help me understand this communication logic.

You also said "You made changes to your AT&T wireless or broadband plan from one that included Max (formerly HBO Max)" - That is completely false! You even confirmed over the phone that no changes had been made to my plan.

As for your customer service, I kept being passed back and forth from AT&T to DirectTV saying it was each others' fault and how I should "talk to ___. i'm happy to transfer you...call this number..".

I've spent way too much time trying to get this resolved, only to be told by AT&T that I do not qualify for Max.

This is completely outrageous. I was obviously given Max as an incentive to sign up for the phone and TV plans.

This was an overall horrible experience. AT&T - you lied to me and broke your promise of free Max for life by canceling my account with zero notice, nor explanation!

I'm confident I'm not the only customer who's gone through this!

Responses

Accepted Solution

Official Solution

ATTHelpForums

Community Support

•

2.7K Messages

5 months ago

Hi all,

I understand some of our customers are having issues signing into MAX and receiving errors. I have a few recommendations that may help.

Sign out of the Max app and sign in again
Verify you are using the correct sign-in. If you are like me, you have multiple emails for multiple services. The best way to do this is sign into the account your MAX is associated with. The email in question will be the one created when you sign up with AT&T and should end in att.net.
While you are verifying your email address, check to see if MAX is showing up on your account.
In some instances, resetting your password and signing in again may resolve.

You may also find MAX support useful.

Thanks

Chris

(edited)

0

wrburnham

6 Messages

8 months ago

I have had HBO Max as a benefit on my unlimited plan for years. Without me changing my plan at all, this benefit was just removed. 10 hours on support and no one can resolve the issue or explain why this happened. What’s up?

Note: This comment was created from a merged conversation originally titled HBO Max just removed from my benefits

9

ATTHelp

Community Support

•

231.7K Messages

Hello @wrburnham! We understand the inconvenience, this is not the way we want you to be feeling about our services.

We would like to take a deeper look into this situation, so please look out for a DM notification from us.

Thank you for contacting AT&T Community Forums!

MatG, AT&T Community Specialist.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Like

8 months ago

0

Phishin

4 Messages

I had the same exact thing happen to me. I had Max for free when I first signed up with ATT fiber going on 3 years now. It was a package deal with fiber and DirecTV and was promised MAX would be included for as long as I keep my account with no changes. I received a email from DirecTV informing me that since I made a change to my ATT internet account, MAX will no longer be included for free.

I contacted ATT through chat and explained. I was on chat with them for over a hour and a half. They finally opened up a ticket and told me they would contact me within 10 business days. I'm still waiting.

There are more people with the same issue. So it's not just us.

A post on Reddit on this issue.

Any help AT&T?

We have been customers forever (Internet, TV and cellular service, 5 devices).

Like

8 months ago

wrburnham

6 Messages

I have spent many (many!) hours on chat and phone with no positive resolution. Same situation, I had it as part of the package and then it was unceremoniously dropped. I escalated up to manager and they just told me to go pound sand and that I didn’t have or deserve the benefit as far as they were concerned. Waiting on a callback to file a complaint. But of course that means starting back at the beginning. It’s exhausting.

Like

8 months ago

ATTHelp

Community Support

•

231.7K Messages

Hi @Phishin,

We understand your concern about MAX offer. We'll happily guide you get the required assistance.

As your account is a connected community account. We'd recommend that you contact our Connected Community department via 866.299.6824, 877.677.1904 or 844.213.7251 for further assistance.

Let us know if you have further questions. We'd be glad to help!

David, AT&T Forum Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Like

8 months ago

0

Neec910

4 Messages

Were you able to get it resolved? I’m having the same issues. I’ve had HBO Max , now Max for over two years and it was recently canceled with no explanation. I called the my local att but they couldn’t give me an answer but told me a lot of people had the same issue. This is ridiculous especially considering the amount I’m paying for service.

Like

5 months ago

Phishin

4 Messages

8 months ago

I had the same exact thing happen to me. I had Max for free when I first signed up with ATT fiber going on 3 years now. It was a package deal with fiber and DirecTV and was promised MAX would be included for as long as I keep my account with no changes. I received a email from DirecTV informing me that since I made a change to my ATT internet account, MAX will no longer be included for free.

I contacted ATT through chat and explained. I was on chat with them for over a hour and a half. They finally opened up a ticket and told me they would contact me within 10 business days. I'm still waiting.

There are more people with the same issue. So it's not just us.

A post on Reddit on this issue.

Any help AT&T?

We have been customers forever (Internet, TV and cellular service, 5 devices).

0

Ps7skater

4 Messages

7 months ago

I would like a solution from ATT to troubleshoot MAX. I have deleted the MAX app and reinstalled, I have turned off my devices to reboot, I have changed my ATT password, I have logged into 2 different search engines on my desktop, I have exhausted all the posted links for help….and I verified that Max is indeed a part of my ATT wireless plan.

Please advise so I can watch MAX which is a part of my paid ATT plan.

Note: This comment was created from a merged conversation originally titled Max can't verify subscription

4

0

riklyuda

2 Messages

I am getting the same message. MAX was provided by AT&T as an incentive for using the wireless plan, but it was billed through Direct TV. Now that Direct TV and AT&T are separate entities, MAX is unable to verify the subscription through either Direct TV or AT&T. And I have been unable to get an answer from either on what AT&T is offering to replace it.

Like

7 months ago

0

ATTHelp

Community Support

•

231.7K Messages

Hey @riklyuda, we're here to help you gain access to Max.

we want to inform you that "Can't Verify your Subscription" error typically occurs when the Max subscription hasn't been activated, or the wrong sign-in information is used. For these reasons, we have a few questions we'd like to ask to clear this up:

What AT&T service and plan do you have Max through? This will help us double-check your Max eligibility, and help clarify which account you should use to sign in to Max.
Have you been able to sign in to Max before? If you haven't used your Max subscription yet, try following these steps to gain access:
1. Go to their myAT&T account overview via the web.
2. Look for the Activate Max or Start Watching tile.
3. Click Activate if it appears.
4. Download Max app from the app store.
5. Open the Max app and select the Person icon.
6. Select Sign In, then Sign in with a Provider.
7. Select AT&T and enter the AT&T User ID and password.
  - Confirm the log-in used is the User ID and password associated with Max benefit.

You can also contact DirecTV team at 800-288-2020.

Thank you,
Susan, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Like

7 months ago

0

hunterseide

Contributor

•

3 Messages

I am having the same problem. I need to activate my Max subscription but can't find the "activate Max" or "Start Streaming" tile on my account overview.

Like

6 months ago

0

PC Medic

Tutor

•

16 Messages

Same problem. Have the AT&T Unlimited Elite plan and Max stopped working last week saying I need to renew subscription!

Like

6 months ago

0

wesbhags

1 Message

7 months ago

Same thing happened to me on the 14th. Never changed my plan. All I did was upgrade my phone on the plan I’ve had for years.

(edited)

0

bbailey326

18 Messages

6 months ago

@ATTHelp

I have been a long time AT&T wireless customer my Unlimited choice II plan includes Max but I cannot log in and connect my provider as AT&T.

I have read the threads with suggested fixes and none of those apply. I did see that individuals that received DMs on here were able to activate and resolve this issue.

Note: This comment was created from a merged conversation originally titled Max activation and log in help

0

Jaallene

2 Messages

6 months ago

Every time I try to to login to HBO max I get the can’t verify subscription with carrier error. I’ve followed all the trouble shooting tips, verified my login is correct, logged into my account on a desktop and looked for the activate tile. Nothing works. Based on others experiences it seems like AT&T is unwilling to resolve the issue unless you sit on the customer service line for hours until you finally get a manger. Is there any feasible way to get this resolved?

Note: This comment was created from a merged conversation originally titled HBO max says can’t verify subscription when I try to login

1

0

ATTHelp

Community Support

•

231.7K Messages

Hello @Jaallene, we hear you, and wanted to help get this sorted.

We are going to initiate a DM to help you with your concern.

Please look out for a DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums)

Looking forward to speaking with you!

Thank you for contacting AT&T Community & Forums,

MatG, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Like

6 months ago

0

bbailey326

18 Messages

6 months ago

When I try to login to Max it says that it is not included with my AT&T package. When I go into my AT&T account and check my features of my plan it states Max is included. Max troubleshooting said to reach out to AT&T. Help please! This is my 5th post on here with no response when others are being helped 🙏

Note: This comment was created from a merged conversation originally titled Max included with my wireless plan is not working

3

Gary L

ACE - Expert

•

16.5K Messages

Have you previously activated HBO, prior to the summer of 2022?

If you didn't activate it back then, I think it's too late for you.

Which plan are you on?

Rember the Golden Rule: Treat others how you would like to be treated.
Just because my answer does not solve your issue (or agree with you), it may still be correct information...
Stating a fact about how something works, is NOT taking sides, it's just stating a fact...
Information provided might not be for "you" only, it might be clarification for other community members.
This is the public AT&T Community Forum (not AT&T support), please do not post personal info.
When provided an answer, please click "Accept solution" which helps other people to find an answer more quickly.

The (very) fine print - This footer is at the bottom of all my posts, its particulars may, or may not, apply to you & your post.

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Like

6 months ago

0

bbailey326

18 Messages

Yes and i have Unlimited choice II plan and it’s still currently listed under the tab of what’s included with my plan so then maybe I need to contact the BBB. They need to remove it from what’s included in our plan if they are going to restrict our ability to use it. Wonder if anyone has started a (Edited per community guidelines) suit against At&t for false claims

Like

6 months ago

0

bbailey326

18 Messages

@ATTHelp please help I would hate to have to switch my wireless provider due to this to a new company to save more money so i can then get max. Long time customer over 20 years

Like

6 months ago

0

dicrouthamel

3 Messages

6 months ago

I haven't changed my fiber plan since first getting AT&T 3 years, but I got an email today saying that the free Max service we have will no longer include certain titles in 4K, just full HD. So it's basically worthless now.

0

TAJinSHD

1 Message

6 months ago

Me too. And just bought a 4K TV! Trying to find how to upgrade and can't find anything...

0

1
2
3
4
5
6
7
8

AT&T Community Forums

letsgobolts87

Were you mistakenly told your plan had changed?

ATTHelpForums

wrburnham

ATTHelp

Phishin

wrburnham

ATTHelp

Neec910

Phishin

Ps7skater

riklyuda

ATTHelp

hunterseide

PC Medic

wesbhags

bbailey326

Jaallene

ATTHelp

bbailey326

Gary L

bbailey326

bbailey326

dicrouthamel

TAJinSHD

Did this help you?

letsgobolts87

Were you mistakenly told your plan had changed?

ATTHelpForums

wrburnham

ATTHelp

Phishin

wrburnham

ATTHelp

Neec910

Phishin

Ps7skater

riklyuda

ATTHelp

hunterseide

PC Medic

wesbhags

bbailey326

Jaallene

ATTHelp

bbailey326

Gary L

bbailey326

bbailey326

dicrouthamel

TAJinSHD

Related Conversations

Did this help you?

Tags