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loryraymond1's profile

Contributor

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13 Messages

Monday, December 4th, 2023 9:38 PM

Closed

Can no longer access HBO Max (MAX) that I was supposed to have free for life through my cellular plan

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. 

 

This conversation has been merged. Please refer the main conversation:

Were you mistakenly told your plan had changed?

Contributor

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13 Messages

4 months ago

I was told I could not get any Max service but thank you for your concern. I did read the terms and conditions and did see where it said it can be changed but for AT&T to not offer anything is just wrong. 

ACE - Expert

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24.2K Messages

4 months ago

@loryraymond1  I'm not defending AT&T but that could have been part of the agreement between AT&T and Max. That's why I don't use promos and offers as my deciding factor. They never last.

2 Messages

4 months ago

I had HBO, HBO Max and Max for the last decade as part of my fiber and wireless plans. I was promised a subscription for life and 'grandfathered' in since we have 4 lines with them on unlimited plans. 3 days ago it stopped working and I got an error message stating that my login could not be certified through AT&T. After 2 hours on the phone with AT&T reps and AT&T digital assessment team, no one has any answers. How do you just remove a benefit from your customers without ever notifying them? And while 2 reps say that it is part of my plan and should be working, another rep says they are not sure if it is included. How can it not be included when I have been a unlimited elite wireless customer for over a decade without any changes except adding more lines? This has been handled beyond poorly by AT&T and I think it may be time to move to another provider.

ACE - Expert

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24.2K Messages

4 months ago

@jboy222  If you read the TOS is states that promos are subject to change. Now that HBO Max is called Max, and no longer part of AT&T, legacy subscriptions have changed. Legacy subscriptions have been downgraded to Ad-free, 2 devices, full HD only. If you want the Ad-free, 4k HDR/Atmos tier you will need to subscribe to Max directly and pay for it.

Some have had luck complaining to  AT&T Support and have had their login creds re-established but that is up to Max now. And if they choose to not honor the AT&T legacy accounts that's up to them. Hopefully that will change but again, it's now up to Max and not AT&T. If you changed your plan in any manner that may have disqualified you for the migration to Max. 

Community Support

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231.4K Messages

4 months ago

Hello @jboy222,

Thank you for reaching out to us. We understand your concern regarding Max, this is not the experience we want you to have with us. Let's get the help needed.

We are going to reach out to you in DM, and look into account details to see what is causing this issue. Please look out for a DM notification from us. 

 

We look forward to speaking with you!

 

Thank you, 

Kevin, AT&T Community Specialist.

2 Messages

4 months ago

I am currently going through the same thing. I have had HBO GO, now MAX, since AT&T first offered the deal years ago. I haven't been able to log on for a month now and have tried calling but all I get is someone that talks in circles over and over. I haven't made any changes to my plan only upgraded my phones. The only changes that have been done to my account are the ones that AT&T make when they change plans. I understand AT&T doesn't work with HBO anymore but if you can't uphold your promotions then maybe you shouldn't have them. HBO for life should mean HBO for life. PERIOD!

(edited)

ACE - Expert

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24.2K Messages

4 months ago

@Ashtons2007  "HBO for life" was just a promotional tag to get folks to join/upgrade their service. If you bothered to read the TOS carefully you'll see that terms are subject to change. Now that AT&T no longer controls Max, Max can do whatever they like and if they choose to not honor any "free" AT&T service going forward they are well within their rights to do so. AT&T has no say in the matter. That's why I never activated my free HBO Max because I figured that the "for life" promo was going to be a short life. If you are lucky, AT&T/Max will work out the account issues and you'll still be able to login and get your free, Ad-free, two concurrent devices only, full HD tier, for awhile longer.

ACE - Expert

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24.2K Messages

4 months ago

@honda2k1typer  As I mentioned in another thread, it appears that Max may not be honoring some legacy, or all,  AT&T accounts now, which is their prerogative because Max is its own company, totally separate from AT&T. If you read your TOS you'll see that "terms are subject to change".

10 Messages

4 months ago

I just received a flyer in the mail from AT&T YESTERDAY with a Barbie logo on it , stating “you already Max included in your current AT&T wireless plan at no additional cost.”  it gives you a QR code and you can sign in on your QR code with your phone but then when you go to try and sign in on Max your TV or laptop to actually watch a movie, it tells you you do not have an account with AT&T.   Soooo very frustrating! 

ACE - Expert

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24.2K Messages

4 months ago

Probably a marketing flyer sent by accident.

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