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T

New Member

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1 Message

Mon, Sep 14, 2020 4:26 AM

Closed

HBO Max Cannot Verify My AT&T Subscription

I have an AT&T plan that includes HBO Max, but every time I try to log into HBO Max using my AT&T account log-in, I receive the following message:

CAN'T VERIFY YOUR SUBSCRIPTION

Make sure you're using the ID and password for the AT&T service associated with HBO Max.  Confirm that you activated your HBO Max account with AT&T at https://www.att.com/myatt

 

SERVICE CODE:  H-18c6fed0-7a2c-4458-9ece-4b7002443c68

 

I have verified my account, and every AT&T rep I speak to cannot figure out why I cannot access HBO Max.

ATTHelp

Community Support

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200.2K Messages

9 m مضت

Hi there, Tfurrow! Since the troubleshooting that we have provided did not work, we will being taking this into another direction. 

 

We will moving to Direct Messaging format. At the top of the thread you will see a chat icon, next to a bell icon. Our next message will appear there. 

 

Please look for that message from us. It will be coming soon. 

 

Thank you for using the AT&T Community Forums.

 

Matthew, AT&T Community Specialist

New Member

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13 Messages

9 m مضت

My outage is now in it’s 9th day. I am considering AT&T to be in breach of contract as I have raised the issues 4 times and they have not offered anything to resolve it. I will be terminating all of my services and going to other providers and therefore will not be responsible to pay any penalty fees. If you don’t agree I will see you in court….

OttoPylot

ACE - Expert

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18.8K Messages

9 m مضت

@Tfurrow AT&T has an arbitration clause that is part of your TOS so doing what you are threatening to do won't go anywhere. And yes, you are still responsible for your fees should your just choose to walk away. It would be best to file a complaint with the BBB because those go straight to the Office of the President and someone will call you to try and resolve the issue.

The HBO Max login issue has been going on for quite some time now. It's apparently an issue that IT/Engineering is trying to fix but have been unsuccessful so far. It definitely (Edited per community guidelines).

(edited)

New Member

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13 Messages

9 m مضت

We’ll see about that. If I don’t get resolution soon I will drop them hard & fast and won’t pay them another penny!!!🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬

mwatstein

New Member

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22 Messages

9 m مضت

I have been watching the forum board for over 2 weeks and this issue.

I called in last week to customer service and was given that was a known issue and finally you guys notated that here but was given no case number or anything but it would be fixed in 3-5 days. So by friday 

17th it would be resolved. I saw its not. Just got off the phone with customer service after talking to them for 1.5 hrs and still nothing fixed except a escalation ticket : CTR13122911

I am willing to troubleshoot anything but would like just like all the other uses for this to be resolved.

OttoPylot

ACE - Expert

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18.8K Messages

9 m مضت

@Tfurrow You can do whatever you think is necessary but I would carefully re-read (if you even read it initially) the TOS. If you just walk away from AT&T owing them money, you may create a bigger problem for yourself than what you have now. AT&T definitely needs to figure out why these HBO Max accounts are "messed up" and correct it NOW. No argument there, but carefully think through what your options are.

Do file a complaint with the BBB.

New Member

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13 Messages

9 m مضت

You do what you want and I’ll do the same. They will not treat me this way!

New Member

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2 Messages

9 m مضت

I was able to login to HBOMax and it recognized my HBOMax on my laptop but only thru the HBOMax website. I was actually trying to verify the account thru xFinity, but it’s I’m not finding a way to do that online thru my laptop. I was able to do it thru the X1 box in the living room, but it’s not an option online that I can find. It immediately asks me if I want to purchase HBOMax and only offers that as an option, nothing about logging on HBOMax like it did with the X1 box. 

OttoPylot

ACE - Expert

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18.8K Messages

9 m مضت

@Tfurrow I have no problems with HBO Max, but then again I don't need to go thru AT&T. We have given you advice and suggestions of what can be done. If you don't want to at least consider our advice and suggestions then that's all we can do so there is no reason to keep this thread going. 

This is a customer populated forum only so AT&T does not monitor the discussions here. There will be an AT&T Help employee from time to time responding but they are usually limited in what they can do.

New Member

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107 Messages

9 m مضت

Day 12 of "3-5 days to resolve" and still no resolution. Other than AT&T admitting this is a "known issue" a couple times in these forums (off of some script not doubt) there is no practical information. 

I'm asking that EVERYONE here on this forum with this issue call AT&T wireless 800-866-1514 and DEMAND A BILL CREDIT. HBOMax is a $14.99 value.  That is what I'm going to insist on.  Then I'm going to see if I can reactivate HBOMax by getting AT&T to reconfigure their system as if I'm a newly eligible customer ... perhaps with an Internet SPEED UPGRADE. 

In the past I have gotten better attention by saying CANCEL SERVICE at the "Mr. AT&T" voice bot prompt when he asks how to direct the call.  This generally gets you connected to someone who can get something done in terms of credits or upgrade. 

If everyone does this rather than sitting around waiting AT&T WOULD REALLY START PAYING ATTENTION.  $ talks.  Post your results back here. 

New Member

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13 Messages

9 m مضت

Thanks for the info. Will be worth a try if I don’t get the issue corrected soon.

New Member

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107 Messages

9 m مضت

At Day 15 I said enough.  Called AT&T and got my $15 credit.  There really wasnt any push back so I guess theyre willing to cut loose with the $ if customers ask.  I opened a new monthly subscription directly thru HBO and hopefully AT&T can work this out by end of January.  If not then I'm asking for another credit.

New Member

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13 Messages

9 m مضت

My access miraculously appeared yesterday after I filed a BBB complaint😂😂😂

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