Were you mistakenly told your plan had changed?

@Sbg54 It could be that upgrading your phones changed the offer that was originally part of the free HBO Max promo. If CS can't correct it, file a complaint with the BBB online. That will be forwarded to AT&T Corporate and someone will contact so you can discuss it directly with a Senior Manager.

You're facing a frustrating situation where your free Max subscription was suddenly canceled despite being promised as a lifelong benefit with your AT&T unlimited phone plan and DirecTV Stream. Despite assurances that no changes were made to your plan, you received a notice of cancellation on the same day it took effect. The customer service experience has been unhelpful, with AT&T and DirecTV passing responsibility back and forth. This contradiction and lack of clear communication from AT&T has understandably led to your dissatisfaction, especially as you were offered Max as an incentive for signing up. You're seeking clarity and resolution for this issue, which seems to be a shared concern among other customers.

I just spent over an hour on the phone with an AT&T manager. Also contacted Directv support because HBO was dropped from our benefits back in September but still shows up as a free add on, though once you try and add it, it'll prompt you to pay the $15.99 fee. The AT&T manager confirmed that the HBO benefit. should still be active since our plan was grandfathered in an we never changed it, she had no other solution for me. Told me I should try calling HBO Max or Directv to figure it out. This is very frustrating.

After speaking with HBO Max support and DirecTV, they both pointed the finger to AT&T and claim the issue stems from them, but not even the manager at AT&T had a solution for this. 

@vt1 If you were getting Ad-free, 4k HDR/Atmos HBO Max before you should only be getting Ad-free, 2 devices, full HD (1080), 30 downloads now. Max is in control now and they have downgraded the 4k HDR (Ultimate tier) customers to the Ad-free HD tiers. If you want Ad-free 4k HDR you'll need to subscribe to Max directly and pay for it as of Dec. 5th. However, the migration of accounts from AT&T to Max has been a total cluster..mess. Folks lost their logins and after complaining to AT&T, some have had their logins restored, but at the new tier levels. Both AT&T and Max are trying to work thru this mess but as usual, it's going to take time, and probably not to everyone's satisfaction.

Hello@sbg54, thanks for reaching out to AT&T Community and Forums. We understand the gravity of your concern. We don't want our customers to have this kind of experience. Let's work together and sort this out.

We need some account specific information, we'd like to move this conversation into a DM. Please look out for a chat notification, in the top right corner next to the bell icon.

Awaiting your response.

Fiona Q - AT&T Community Specialist.

Hello@vt1, thanks for reaching out to AT&T Community and Forums. We understand the gravity of your concern. This is not the way we want our customers to feel about our services. Let's work together and sort this out.

We need some account specific information, we'd like to move this conversation into a DM. Please look out for a chat notification, in the top right corner next to the bell icon.

Awaiting your response.

Fiona Q - AT&T Community Specialist.

Same thing happened to us one day we had it and the next day it was gone. It’s basically the only reason we were keeping the att wireless plan that my husband has because the rest of family has Verizon. Outrageous that they do this and think it’s ok. They are giving us the run around, was on phone with them for 1-2 hours and still no solution- do better AT&T.

@Cac2000  It's not necessarily all AT&T's fault. Max is in control now and the communication between AT&T and Max with regards to migrating accounts and login info is still messed up. If you haven't made any changes at all to your AT&T plan then hopefully AT&T and Max can get your creds migrated over to Max so you can continue to receive Ad-free, 2 devices, HD only programming, for as long as Max will allow it. Keep pushing is all you can do.

Update.

After receiving a DM here from one of the ATT reps I received a call today essentially saying they understand the situation is messed up but there’s nothing they can do about it. I was offered a one-time $10 credit for the inconvenience of losing this benefit which is ridiculous. 

Hopefully Max will be able to figure out how to integrate AT&T's HBO Max info into the Max system so you can still enjoy Ad-free HD programming. Max is in control now, not AT&T. It wouldn't surprise me if Max decides to not honor which was an AT&T promo.