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wheezil's profile

New Member

 • 

2 Messages

Sun, Feb 27, 2022 12:02 AM

why is my streaming experience so terrible?

Driving the HBOMax web site is quite frustrating.  I'm running Windows on a one-year-old Intel NUC i7.  It is powerful.  Chrome browser, but Firefox gives the same results.  Basically the problems are:

  • The movie thumbnails load very slowly, sometimes not at all.
  • When watching a movie, there is a 50-50 chance that at some point the playback will lock up.  I'll have to reload the page and find my movie place again.
  • If I pause a movie and attempt to back up a minute or so, there is a very good chance it will lock up and require a reload.

None of these streaming services give me even the least bit of trouble:

  • Amazon
  • Netflix
  • Youtube
  • Kanopy
  • PBS
  • AppleTV+
  • Disney+

Side note: 've previously tried installing the HBOMax app on a three-year-old Samsung 4K TV and it just locked up.  But I gave up on that a while ago.

Does any of this sound familiar?  Any suggestions?   I really like the available content but the experience dries me crazy.

ATTHelp

Community Support

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195.7K Messages

5分前

We'll be happy to help you with your HBO MAX streaming @wheezil.

 

There are various troubleshooting measures you can try:

  • Run a speed test. To stream HD video, you need a minimum download speed of 5 Mbps.
  • Clear your browser cache.
  • If other people are using the same network, ask them to temporarily pause their activity. This will allocate as much bandwidth as possible for streaming HBO Max.
  • For the best performance, try using a wired connection with your computer. To do this, connect your computer to your router using an Ethernet cable. 

Please let us know if this works for you. Thank you for reaching out to our AT&T Community.

 

Darais, AT&T Community Specialist

Constructive

Employee

 • 

28.6K Messages

5分前

im leaning towards it being an hbo max issue, myself in california and my sons in texas and colorado all 3 have the same issue as you are experiencing. i have 100/100 through charter and they both have att fiber 1000 so it couldnt possibly be an internet issue

New Member

 • 

2 Messages

5分前

@ATTHelp.  I have gigabit fiber.  Speed test is 500mbps.  I have already tried a completely different browsers -- Firefox and Edge -- and both have the same issue.  The connection is wired.  We are doing nothing else on the network while watching movies.

ATTHelp

Community Support

 • 

195.7K Messages

5分前

Let's get your HBO Max streaming properly again, wheezil

 

We understand that you are having problems with the streaming from the web browser and 4K TV. We can help with that. 

 

Looks like we have two concerns going on.

  1. Your streaming on the browser
  2. The app on the 4K TV. 

Let's start with the 4K TV.  According to Samsung and HBO, here is the latest compatible TV's, that are able to work with the HBO Max app. Make sure that TV matches one of the TV's on that list. If the TV is not on that list, then TV is not supported anymore and the app should be uninstalled. 

 

As for streaming on the browser, we want to go through a few things to troubleshoot both browser and possible routing of the HBO Max website. 

  • On one browser only, if you could clear the browser cache and cookies as well as the browsing history. 
  • After clearing the cache and cookies, then close down the browser. 
  • Next reboot the gateway.

Here are the steps for rebooting the AT&T Gateway:

    • Unplug the power connection behind the gateway for 15 seconds.
    • Plug back in and wait for the broadband light to go green, this can take 2-5 minutes.
    • Once the AT&T Gateway stable again, make sure that computer has an internet connection.

After all of that and you are still unable to stream properly on the browser, please answer the following questions: 

  1. What is the connection type of the computer? Wi-Fi or Ethernet? The reason why we are asking this is, that you could be experiencing a slow speed problem, which is causing the HBO Max player to stall out. 
  2. If the connection is Wi-Fi, how many devices are using the Wi-Fi at once? The reason behind that is, that HBO Max uses a different bandwidth and could be slowing down due to the number of devices on the Wi-Fi.

HBO Max does have their own FAQ site that can be a great source of troubleshooting as well as other very useful information about HBO Max. 

 

If you need anything else, please reach out to us again. 

 

Thank you for using the AT&T Community Forums. 

 

Matthew, AT&T Community Specialist

 

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