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9 Messages

Friday, December 17th, 2021 3:56 PM

HBO Max subscription through AT&T has expired

As I've seen in this forum many of you have been experiencing the same error and endless loop of trying to login with your provider AT&T the past few days not been able to enjoy HBO Max. After 8 extremely long support calls to various departments and getting transferred numerous times getting nowhere I have been told what has become the fate of our HBO Max entertainment. In order to once again use HBO Max you must UPGRADE your wireless plan to the new AT&T Unlimited Elite Plan. Which of course comes with an increase in price on top of the expensive cost already your paying. I've made the argument that it states very clearly on my plan that HBO Max is included. However I'm told that it was just a promotion or you shouldn't of had it in the first place. I don't remember any communication regarding this being just a promotion. If it was, it should be clearly spelled out but according to my plan as it stands today it is an included feature. 

Community Support

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232.9K Messages

3 years ago

Hey there MikeR131, we want to help!

 

Lets meet in a Direct Message to discuss your HBO Max sign in. Please check your Direct Message Inbox, which is the chat icon next to the bell icon in the upper right corner of the Forums page.

 

We hope to hear from you!

 

Carlton, AT&T Community Specialist

Contributor

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7 Messages

3 years ago

I tried what you suggested before because that was what customer service advised me to do and it is still not working.

Note: This comment was created from a merged conversation originally titled HBO Max not working

New Member

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107 Messages

@boypinoy07   -- If you havent, you should review other posts regarding this issue.  At least you can find company with many of us who cannot get this problem resolved after following all the usual AT&T support advice.  AT&T admits there's a problem but they seem to toss out boilerplate scripts to stall, then they will say your problem will be escalated and wait 3-5 days.  Thats pointless. 

I am on Day 15 and ran out of patience.  I recommend that you not waste even one more day.  Call AT&T and when the Mr. AT&T voice bot asks why you are calling say "CANCEL SERVICE".  This supposedly connects you to the "customer retention" unit.  Not 100% sure thats true but I can say that when I do this (and have in the past as well) I am not connected overseas, I dont hear a lot of script reading, and they tend to be able to get stuff done.  I simply requested a credit and relayed the facts that HBO stopped working, that I had spent hours with tech support and the issue could not be resolved, and AT&T had no idea when the issue would be resolved.  I was quickly credited $15 to my billing cycle.  There was no push back.   Good luck.

I expect this will eventually get fixed.  In the meantime I'm using this AT&T credit to open a monthly subscription thru HBO directly.  Hopefully this gets sorted out in 30 days; otherwise I will demand another credit. 

New Member

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4 Messages

3 years ago

3 hours of being passed around by agents that knew nothing, wasted my time, transferred me to wrong departments, and then hung up on to get me back to here to say…I’ve done everything on the chat site here that was advised to others and none of the things worked. I’m exhausted and frustrated and no better off than when I started. Is this fixable or not it clearly is part of my plan for free according to everyone but no one can get me back on. One vicious loop of log in by provider that doesn’t work. 

Note: This comment was created from a merged conversation originally titled HBOMax says subscription expired

Community Support

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232.9K Messages

Hello @Fishergirls1, we truly understand your frustrations and we want to do everything to help you get your HBO Max concerns resolved. 

 

We'd like to gather additional information, to better assist you:

  • What's the make and model of the device you're using to stream HBO Max? You'll need to confirm that you're streaming from a compatible device.
  • What current AT&T plan do you have? This information will confirm if your plan is eligible for use of this service.
  • Are you attempting to sign in through the HBO Max app or the website?
  • Have you signed into your myAT&T account and confirm your HBO Max subscription and to set up your HBO Max account?

Feel free to fill us in on the following information as this will better help us with investigating your inquiries. 

 

Thank you.

 

Lynn, AT&T Community Specialist

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*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.

New Member

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4 Messages

Yes Lynn, I’ve been using it for over a year without issue. I have 2 google chromecast devices and we have Roku embedded TVs never had a problem with any of them. None are dated. I have called and double checked and yes my plan definitely should be getting HBO max included. I have the ATT unlimited elite. I have logged into myAT&T and the hbomax app and the hbomax website. Of course I had the HBO max account set up as I’ve been using it over a year. It tells me that my art provider stopped providing me HBO max. Then…I keep entering the code on the tv and then service by provider and then it says start streaming you’re good to go but it then doesn’t work. I’ve sat on hold for hours, been transferred all over the map and now just want it fixed. Can I please have someone call me. I’m over it. I don’t want to keep typing all this out over and over. It’s a glitch that needs to be fixed on your end. 

New Member

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2 Messages

I am having the same issue. One day it worked on all of my devices and the next day it did not. My ATT account still says that I am getting it free with my account but I am stuck in a loop on all TVs, the website and phones. The only change I have made in the last month is that I moved my wireless service (all 6 phones) to ATT! Now I have ATT internet AND wireless service and no HBOMax. After reading that so many are having the same problem starting at roughly the same time leads me to believe that ATT has a glitch but cannot seem to help anyone with this. It is beyond frustrating. 

Community Support

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232.9K Messages

We'll be happy to help you get your HBO MAX working again @kcrosby5.

 

From a browser you have not previously used for HBO MAX:

  1. Go to your myAT&T account overview
  2. Look for the Activate HBO Max tile.
  3. Choose Activate, if asked.
  4. Download HBO Max from your app store.
  5. Open HBO Max and select the person icon.
  6. Choose Sign in, then Sign in with a Provider.
  7. Select AT&T and enter your user ID and password to start streaming.

Please let us know if this works for you! If not, we'll be glad to proceed. Thank you for reaching out to our community. 

 

Darais, 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.

Contributor

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6 Messages

Yes this keeps happening to me too. They keep saying sign in and out but that doesn’t work. I don’t want to pay for something that comes with my plan this is annoying. 

New Member

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2 Messages

3 years ago

Very frustrating. Logged on my ATT and it clearly shows my HBO max benefit, tried all basic troubleshooting. Even though I have logged on in other places before, there is no option to just disconnect from all so I can just use it in my house. Beyond frustrating but also just another day with At&t

Note: This comment was created from a merged conversation originally titled Also unable to log in on HBO max

New Member

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3 Messages

3 years ago

I am now having the same issue

New Member

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2 Messages

3 years ago

@twogunrock....I ended up chatting with tech support and got issue resolved.  It was a login issue.  When I first got HBO Max over a year ago through my cellular plan they had me create a new username (Username B) instead of the present user name (Username A) or email I use to log into my ATT account that I've had for years.  I was logging out and logging into HBO MAx using Username B and would get that "subscription expired" message.  Tech said to use Username A and password that is used to log into my ATT account.  For some reason that worked!  Hopefully this can assist you.

New Member

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3 Messages

3 years ago

I sign in using the provider link, using my main email address. So I'm not sure why I'm having an issue.

Community Support

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232.9K Messages

3 years ago

Hello @twogunrock! Let us help you with your inability to stream HBO Max.

 

In order to provide adequate support we want to know the kind of service you have, whether wireless or TV, and if you are subscribed to an eligible unlimited plan.

 

Also, try these set of instructions. On a desktop PC, please launch a browser that you do not normally use.

  1. Go to HBOMax.com on your computer and choose Sign In (upper-right).
    If you're already signed in, choose your profile (upper-right) and then choose Sign Out.
  2. Choose Sign in with a Provider.
  3. Next, choose who you subscribe through (i.e. your provider). Select AT&T.
  4. Enter the username and password for your provider account that includes HBO Max.
  5. Already have an HBO Max account? Enter your name and your existing HBO Max email address, and then choose Create Account.
    • Next, follow the Verify Email Address steps to link your existing account to your HBO Max subscription through your TV, internet, or mobile provider.

If we find an existing HBO Max or HBO NOW account with the same email address, you'll be presented with two options:

  • Select Verify Email Address. Choose this option to link the account that we found to your HBO Max subscription through your TV, internet, or mobile provider.
    • After choosing this option, check your inbox for an email from HBO Max with a one-time code (the subject line is 'Here's Your One-Time Code').
    • Then, enter the code from the email and choose Link Accounts. If you don't get an email from HBO Max, see Didn't get one-time code.

If you link to an HBO Max account you'll keep your existing profiles (which include settings such as My List, parental controls, and Continue Watching). Your profile settings are not saved if you link to an HBO NOW account. Once you link or create an account choose who's watching and you're ready to stream.

 

Give this a try and let us know how this helps!

 

Lar, AT&T Community Specialist

New Member

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3 Messages

3 years ago

I was able to get the issue resolved by logging into my ATT account, going to Account Overview then activating HBOMax on my account again. I then had to sign in using my provider, verify my email address and now streaming seems to be working. I'll update you guys if it stops again.

Community Support

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232.9K Messages

3 years ago

That's great to hear, @twogunrock!

 

Thank you for your participation in our Community & Forums.

 

We hope you enjoy the rest of your day!

 

Lar, AT&T Community Specialist

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