1 Message
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!
PC Medic
Tutor
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16 Messages
7 months ago
Have the AT&T Unlimited Elite plan and have always had Max with it. Last week could no longer get into Max and says need to renew my subscption.
Going to Max.com/providers entering the code and selecting AT&T and says not available through that provider.
Have been in chat 2 times with AT&T and both times was told they reactivated my Max subscription and should be able to get back in in 1-2 hours. Still no Max!!!
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Pamdabear11
2 Messages
7 months ago
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BlindingEclipse
1 Message
6 months ago
Same. Lost DirecTv Max discount 9/14/23. Remain on same AT&T Wireless Unlimited Plus Plan for past 10+ yrs.
AT&T says: I remain eligible. DirecTv says: stopped credits due to AT&T non-compliance.
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ATTHelp
Community Support
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232.1K Messages
6 months ago
Hello @Pamdabear11, we hear you, and we were already in DM, could you please reply to our DM.
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
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Phishin
4 Messages
6 months ago
I'm the original poster. I posted this in September.
Was told to contact ATT customer service, which I did. After it was escalated and they forwarded me to another agent it, I got the rudest agent "Roberto". At the end, he said there was nothing he can do but that he would open up a ticket and I would be contacted 5-6 days later. Quote "[Alfred] : Tour ticket ID is 321812217 , will take 5-6 business days to have it completed." That chat was on 9/12 and I am still waiting for a call back.
I have the entire chat saved if needed.
I contacted DirecTV and they said the same as the post above me "DirecTv says: stopped credits due to AT&T non-compliance."
Waiting for next month to look for good deals on other providers.
Will see.
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Aoibhinn
1 Message
6 months ago
I am also having a problem with Max - it is saying it "Cannot verify my subscription," but I have the Unlimited Choice II plan which lists Max as a part of the subscription
@ATTHelp
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ATTTimCS
Employee
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420 Messages
6 months ago
@Phishin I sent you a DM to look into your situation.
Thanks
Tim, AT&T Community Specialist
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ATTHelp
Community Support
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232.1K Messages
6 months ago
We're here to help you with the information that you require, @Aoibhinn.
We are going to reach out to you in DM to take a look at account details and help you with HBO Max login concern. Please look out for a DM notification from us.
Looking forward to speaking with you!
Thank you for contacting AT&T Community & Forums,
Susan, AT&T Community Specialist
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OttoPylot
ACE - Expert
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24.4K Messages
6 months ago
AT&T divested itself of Max months ago so Max is its own entity. Max and AT&T decided to discontinue the free, Ad-Free 4k/Atmos tier to AT&T subscribers. Current subscribers will probably still be able to keep their plan but it will be HD-only with ads. There is no upgrade path so if current subscribers want to continue with the 4k/Atmos Ad-free tier, they will have to cancel and then subscribe directly from Max. It sounds like there are some definite issues with the free Max subscriber list and what is being handed over to Max for their subscriber list. Hopefully AT&T//Max will get it straightened out before December.
As far as other providers, I don't know of any who have, or had, a similar Max promo like AT&T/HBO Max did. I always look at "free for life" promos with a skeptical eye, and carefully read the entire TOS to see what the caveats are because there are always caveats.
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Jagwolfe
Contributor
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3 Messages
6 months ago
@ATTHelp @ATTTimCS
I am having the exact same issue as the rest above. I’ve been an AT&T subscriber for over 15 year and have had the qualifying unlimited plan since it was created.
No matter what I do, I get a message that says “cannot verify my subscription”. I have not changed my plan and it still says I qualify for MAX.
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