Were you mistakenly told your plan had changed?

Just got off the line with DirecTV.  Since AT&T sold off DirecTV, DirecTV has removed the free HBO benefit for existing AT&T wireless customers.  The only customer eligible for free HBO are new customers on premium unlimited plans.

So frustrated!!   Got a call to add STARZ, we declined -  the next day our HBO channels disappeared and the app says it can't verify us so call in and subscribe?!?

Called DirectTV - first the rep told me that WE cancelled our HBO - um...NO!  Then he said oh well guess it doesn't matter anyway because ATT & DTV separated, so we no longer qualify for free  HBO and would have to subscribe/pay to get it back.

I've had an ATT cell plan AND a DirectTV subscription for more than 20 years - which obviously means nothing to either company since they only want 'new' customers.   If this is how they treat long standing customers, then maybe it's time to start looking at the other options out there -which are  probably cheaper too!

@Virginia291  There have been lots of discussion here for that last few months about the free HBO Max (now called Max) going away in late November early December once Max finalized the separation from AT&T. It is Max's decision to not carry the service for free or at least keep it downgraded to HD (1080) with Ads. There was no upgrade path offered to AT&T subscribers once the change over was done. You had to cancel your subscription thru AT&T (or they did if for you) and then re-subscribe to whichever tier of Max you wanted. Carriers are moving away from the "free for life" promos of a few years ago because the content providers are wanting more of the subscribers money and are not offering the deals to them anymore. And if you read your TOS you'd see that service can change or be canceled at any time for various reasons.

I have had HBO Max for free for years through my wireless plan and it seems like since it switched from HBO Max to just MAX that I cannot access it any longer. I have called and messaged and get a different story every time. Today I was told I can no longer get it because of my plan. I have had this same plan for years with no changes for AT&T to just up can cancel my MAX subscription. 

I see MANY more people are having the same issue. I have spent HOURS on chat and the phone trying to get this resolved. I just got off another a call of 1 hour 30 mins and 29 sec. with tech support and they could not reinstate my service because it was not on my plan. 

WHAT HAPPENED? Where did my FREE FOR LIFE access go? People are entitled to answers beside it's not on your plan. 

I was on the phone for almost an hour with 3 different people. The 2nd person actually verified that I should have HBO max bc of my wireless plan. She was working on my log in when a computer voice started asking for my cell number. I was then connected to a third person who basically told me too bad and started talking about some online way to watch 90’s movies. What the what? Absolutely horrible. My HBO max worked two days ago. I have had HBO max for years and have not made any changes to my wireless plan. I only kept my direct stream and att phone plan for Max. After last night, I’m ready to ditch it all and I’ve been with them forever. Any ideas on who I need to contact? ATT support is so frustrating. 

@postonsc4  This is what I was just told by someone in AT&T who I know.

Starting Dec. 5th, legacy HBO Max (AT&T) accounts were downgraded to the Ad-Free, 2 devices, full HD (1080), 30 downloads. If you had 4k HDR/Atmos before, you will be downgraded and if you want 4k HDR,  you will have to subscribe to Max directly. Max is now in total control of the situation. As I mentioned, there has been a huge "mess up" with the migration of accounts and that's why some lost their login ability and some were able to get it back by complaining to AT&T. Why Support doesn't know this is beyond me. How long Max will allow the legacy accounts to remain active is the next big question. Hopefully a long time.

Hello @postonsc4, we hear you, and we completely understand how uncomfortable this issue is for you, let's get the information you're looking for.

Starting Dec. 5th, legacy Max (AT&T) accounts were downgraded to the Ad-Free, 2 devices, full HD (1080), 30 downloads. If you had 4k HDR/Atmos before, you will be downgraded and if you want 4k HDR, you will have to subscribe to Max directly.

We are going to initiate a DM to help you with your concern regarding the Max issue.

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

This literally happened today and you can’t make it up. At 12:50 I clicked to start a conversation based on a DM about the HBO max changes. Yesterday one of the three people I spoke with verified I should have it but we were disconnected. Today starting at 12:50 they were working on it. When I asked if they were making progress-yes and honestly made it sound like it was working out. After 5 PM, yes, 5 PM after making process and working on the details of my account I was told I was ineligible. Absolutely insane and I can’t believe I can be told yes they are working on giving it me to nope peace out. Way to go ATT, I’ve lost all respect. 

@postonsc4  If no changes at all were made to your account (you can always check it online) then it sounds like you got lost in the poorly implemented account migrations from AT&T to Max. I would keep pushing AT&T Support even tho Max is now in control. If that doesn't work, then file a complaint with the BBB. That will get forwarded to AT&T Corporate and someone will contact you. Hopefully they will be able to look into you account, see what happened, and correct it.

Keep in mind that the free HBO Max accounts have been downgraded to the Ad-Free, full HD only (1080), 30 download tier. How much longer that will be supported by Max is up to them.  If you want Ad-Free, 4kHDR, you will need to subscribe directly to Max.

I’m in the same boat. Just checked my account and it shows max as a benefit of the plan that I have. No changes short of upgrading two phones recently.  We also no longer have max and am not looking forward to the monumental effort required to sort this debacle out with AT&T. I guess I’ll clear tomorrow and start making phone calls.. thanks AT&T for ruining my weekend.