Max account cancelled 12/01

@chadmwgarrett This is an ongoing issue with AT&T and Max. AT&T announced about 6 months ago that they would be spinning off HBO Max to its new owners. Dec. 5th was the date that the deal was to be finalized at and that time, or thereabouts, Max would have control over the legacy AT&T accounts and AT&T would not be offering Max to any new subscribers. The migration of those accounts from AT&T to Max has been a nightmare. If ANY changes have been made at all to your AT&T account (Unlimited Elite) then the Max option was lost. Those that were able to keep their Max accounts thru AT&T were downgraded to the Ad-free, two devices, full HD only tier. Max is in total control now. All you can do is keep pushing AT&T to have them verify that absolutely no changes at all have been done with your Unlimited Elite plan. It's an IT thing and some have been able to login to Max with their AT&T creds after some time but it's far from being worked out to everyone's satisfaction. If you read  your TOS it does state that promos or deal are subject to change and if Max decides they don't want to honor the legacy AT&T accounts for free Max, there's not much you can do about it. Hopefully Max and AT&T are still communicating and trying to work this out.

Thank you for the info!  I ordered a new Apple Watch in November.  So your saying because I added additional services I lost my MAX?  WOW!  When I spoke with MAX customer care they didn't mention anything about this.   They actually tried to help me to get it resolved by asking me to go back to myAT&T and look for the blue tile to activate MAX.  However I do not have that option anymore.   They could see how long I have had it and they just said it was cancelled on 12/01/23 but could not provide a reason.   To me this points at AT&T for cancelling my subscription not MAX.  

@chadmwgarrett  It's possible but only AT&T can factually answer that. Max may not have accepted the AT&T creds so AT&T canceled. No way of knowing if in fact that's what happened or not. I would push AT&T to provide a reason.

If not, then file a complaint with the BBB online. That will be forwarded directly to AT&T Corporate and someone from the Office of the President will contact you. They have the resources and authority way above the normal CS Agents to handle issues. Just have any and all documentation on hand when they call. They may be able to help but that's not a guarantee. You won't be the first person to use the BBB route so your complaint won't be a surprise to AT&T.

Hello @chadmwgarrett,

We regret to hear about the issue you are facing, and we certainly would like to help you in fixing this. We would need additional details of you account to assist further, so I am going to reach out to you via DM to look at account details and help you further. Please look out for a DM notification from us.

Looking forward to interacting with you!

Thank you for contacting AT&T Community & Forums,
Gary, AT&T Community Specialist