HBO Max subscription through AT&T has expired

Hello @Cll77008, 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

• @ATTHelp 
• 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.
  I’m using an iPad, iPhone, Apple TV, and a laptop. They all worked prior to 12/11.
• What current AT&T plan do you have? This information will confirm if your plan is eligible for use of this service. Unlimited my way. 
• Are you attempting to sign in through the HBO Max app or the website? Both
• Have you signed into your myAT&T account and confirm your HBO Max subscription and to set up your HBO Max account? Yes

Now that I’ve answered all of the questions for the fifth time, what is the resolution time for this known issue that has been around for over two weeks? 

Hey there Cll77008, 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

SAME HERE.

3 iPads, Apple TV, iPhone, all of them worked last week.  Now all of them don’t.

What is the deal? Is anyone getting this resolved??

Thanks for keeping us updated, @srayt.

To better investigate your concerns, please answer the questions that were previously mentioned on this forum post. Also, let us know which AT&T plan you're subscribed under as this information will help us get you to the right team!

We look forward to helping!

Lynn, AT&T Community Specialist

Hello Tboyki7, let's look into why you're not able to sign into HBO Max with your plan.

1. Make sure that your username and password are correct by going to AT&T's Direct Login page and signing in.

2. Find the HBO Max tile on the service list and click "Getting Started" or "Continue Streaming."

3. This will cause the HBO Max page to open, and you will want to click "Sign in" in the upper right corner of the screen.

4. Select "Sign in with a Provider." and choose AT&T from the list of available providers.
5. You will either be rerouted back to the login for AT&T to verify your credentials or it will process through and you'll now be logged in.

If all of that is successful, then we can work on the app. Please try these steps:

Clear the app cache.
Uninstall the app from the device or devices.
Power the device or devices down and then back on.
Install the app again from the iTunes Store.
Once that is done click on "Sign in with a Provider."
Choose AT&T from the list of available providers.
Enter your username and password used previously when signing in through the browser.

Let us know if this helps, and thank you for reaching out to the AT&T Community Forums.

Jeff, AT&T Community Specialist

@Tboyki7   -- If you havent already, you should review some of the other forum 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 -- on the phone, forum posts like above, or via a so-called DM session -- they walk you thru the basics, and then they will say your problem will be escalated and to wait 3-5 days.  Thats all 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.