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JustAnswerMyQuestionAndDontTryToSellMeSomething's profile

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1 Message

Monday, January 23rd, 2023 5:44 AM

Free HBO Max because I’m an AT&T customer?

I’m just trying to find out if I have a free HBO Max subscription as a result of having an AT&T Unlimited plan. I’ve tried calling multiple times. First attempt, you could hear the customer service (CS) agent joking and laughing with the others in the background (and they sounded like they were sick, uninterested, or inebriated). Second attempt, they transferred me from the  phone department to CS, CS straight up hung up on me after over 20 minutes of waiting. Third attempt, they just said “oh, you need to call directTV, we have no idea” without even listening to my question all the way through. Tried the online chat support, the bot wouldn’t let me talk to a real person. 

ALL I WANT TO KNOW is can I “redeem” a free HBO Max subscription because of the fact that I’m an AT&T customer with an Unlimited plan. Like how T-Mobile customers get free subscriptions to services because they’re T-Mobile customers. If so, HOW do I “redeem” my free subscription. If not, did it USE TO be the case? I see online posts about people being grandfathered in and stuff but you can only trust Twitter and Reddit so much.

Accepted Solution

Community Support

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232.8K Messages

1 year ago

Hello JustAnswerMyQuestionAndDontTryToSellMeSomething, we know how important it is to receive a direct answer the first time you reach out.

 

HBO Max (Max) is no longer offered with AT&T's Unlimited plans. If your plan included HBO Max (Max) and you redeemed it, you can stream as long as you do not make changes to your plan. If you change your plan, HBO Max (Max) will no longer be available. Some of the qualifying plans included:

  • AT&T Unlimited Elite
  • AT&T Unlimited Plus
  • AT&T Unlimited Plus Enhanced
  • AT&T Unlimited Choice
  • AT&T Unlimited Choice II
  • AT&T Unlimited Choice Enhanced
  • AT&T Unlimited & More Premium

If you have a qualifying plan, you can redeem it and start streaming by performing the following steps:

  1. Go to the myAT&T account page.
  2. Look for the Activate HBO Max tile.
  3. Choose Activate, if asked.
  4. Sign into HBO Max.

 

Please keep in mind, you will need to sign in with the AT&T ID and password used for your wireless account. You can check out our HBO Max Sign-in FAQ for more help with logging in.

 

Let us know if this helps.

 

Kristin, AT&T Community Specialist

(edited)

Mentor

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75 Messages

1 year ago

I just ordered a new phone from the Samsung website with the AT&T trade-in upgrade offer.  In the process, my wireless plan was changed from AT&T Unlimited Elite (with HBO) to AT&T Unlimited Starter.  I just tried opening the HBO Max app to watch something and was greeted with a message that my access through AT&T has expired.  That is when I checked my wireless account and learned that my plan had been changed.

I switched to the AT&T Unlimited Premium plan, which was the same price as I've been paying for Elite, but it doesn't list HBO Max and appears to be a different plan than "AT&T Unlimited &More Premium." Unfortunately, it is late on Sunday night, so I will have to wait until tomorrow to be able to talk with customer service.

According to the FAQs, HBO Max is included with the following plans, none of which appear to be available anymore.

  • AT&T Unlimited EliteSM
  • AT&T Unlimited PlusSM
  • AT&T Unlimited Plus EnhancedSM
  • AT&T Unlimited ChoiceSM
  • AT&T Unlimited Choice IISM
  • AT&T Unlimited Choice EnhancedSM
  • AT&T Unlimited &MoreSM Premium
Note: This comment was created from a merged conversation originally titled Current AT&T Wireless plans that include HBO Max?

Mentor

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75 Messages

Update: I spoke with customer service.  They could not explain why my plan changed by upgrading my phone through Samsung, but after getting in touch with the rep's leadership team, he was able to put me back on Unlimited Elite. My access to HBO was instantly restored after the plan change 

2 Messages

9 months ago

I tried logging in and it says "Can't Verify Subscription," and nothing has changed at all on my plan. I was told when I got it that I was grandfathered in so why did I lose it with nothing changing? 

Mande

Note: This comment was created from a merged conversation originally titled Where is my Max?

Community Support

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232.8K Messages

Here's how you can get back to enjoying your movies on HBO Max, @spacehalo.

 

We understand how important our customers time is and we definitely want to make sure all their concerns have been taken care of. You shouldn't have to go through all this trouble. We definitely want to get to the bottom of this. We would love to help!

 

This will need further investigation and we would like to work with you in order to help you. To ensure we provide you with the best support, we will send you a private message. Please be sure to include your full name, account number, and best contact method. We can work together to make sure this has been resolved.

Before we move further could you please let us know:
What plan are you currently at? This will help us resolve the login issue.

You will want to follow the steps below!

  • Confirm your plan: Some customers who thought they were signed up on an eligible AT&T Unlimited plan found that upgrading to an AT&T plan or package that includes HBO Max or choosing it as an add-on resolved their experience.
    • Not signed up? Go to your myAT&T account overview. Then, choose your service and follow the prompts to update your package or plan.
  • Signed up on the correct plan? Make sure you are: 
    • Using the correct AT&T user ID, from an account that does include the qualifying AT&T service, with HBO Max.
      • Wireless - You may be attempting a different wireless user ID than the one that was used to create the HBO Max.
      • Internet – You may be attempting to use the member ID instead of the user ID.
  • Additional troubleshooting: Visit HBO Max for more details and helpful tips resolving subscription verification trends.

Applying these steps should get you back to enjoying your shows right away. If your experience persists, despite these actions then reach back out and let us know. We don't want you missing your favorite shows!

Thank you for contacting AT&T Community Forums.

MatG, 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.

8 Messages

9 months ago

Looking for some comedic relief while navigating the AT&T Max TV jungle! Any hilarious hacks to turn my streaming experience into a Max-tastic comedy show? Share your funniest tips and tricks, and let's make AT&T Max a barrel of laughs!

Note: This comment was created from a merged conversation originally titled How to boost AT&T Max TV?

8 Messages

Thanks in Advance.

ACE - Expert

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27.9K Messages

Please be advised that if a spam link is edited into this nonsensical post, your account will be permanently blocked.  🤪

Shoutout to everyone who can remember their childhood phone number but can't remember the password they created yesterday.  You are my people.  😊

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

3 Messages

9 months ago

Just got off the phone with DirecTV. The "3rd person up" confirmed this is under open investigation on the DTV side to determine whether these "free for life (as long as you don't change your plan)" people were inappropriately terminated. In the short term they granted 2 free months of Max and will extend if necessary if the investigation is still underway. I had to politely threaten to contact the BBB to get to the right level of support, by pointing out that their own email lied (claiming in writing that I lost Max because my plan had changed, when AT&T confirmed my plan hadn't changed). Anyway, might be worth a 'forceful' call and chat with DTV for anyone like me who got an email about losing their Max (assuming you didn't actually change your ATT plan ... if you did change your ATT plan then you're (Edited per community guidelines)).

(edited)

1 Message

9 months ago

I got a dubious message over a weekend that I cancelled my service (the one that had the HBO Max offer). I never cancelled my service, I called to reinstate it but was told I could not reinstate it. I had to get another plan. Has anyone experienced this where your service is cancelled without your knowledge or authorization or any evidence requesting a cancellation? Now my HBO Max offer is gone. 

2 Messages

8 months ago

Am I paying for Max or not?
Note: This comment was created from a merged conversation originally titled I h have Max( formerly HBO Max). If I already had it , am I still getting it free?

ACE - Expert

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24.8K Messages

If you got it as part of a promo deal sometime ago then you should still be able to watch it. However, if you were getting 4k ad-free it will be downgraded unless you want the new higher tier, which is 4k ad-free. Whether you have to pay for that starting in December is not clear.

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Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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