Contributor
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7 Messages
How to reach DirecTV back-office escalation department technical support over HBOMax subscription
I have issues using HBOMax streaming service. I linked my AT&T accounts and since then when i try to use HBOMax it says subscription expired. I called AT&T and they said it is still valid and transferred me to DirecTV. DirecTV could not fix it and said to call HBOMax which i did and they said it's good on their end, it's info from AT&T that says that my subscription expired. I again get on the phone with customer support at AT&T that transferred me to DirecTV. DirecTV customer service technicians pass me around and i was on the phone for over 2 hours to no avail. The last representative said that they initiated a ticket with Back-office escalation department and i'd be called with 5-7 days. It's been over two weeks and no contact yet and my HBOMax still says subscription expired. I again called DirecTV and spent another 2 hours on the phone getting passed around and told they opened another ticket with Back office support. No luck and I'm frustrated.
Brihartmann
New Member
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1 Message
2 years ago
You are describing my EXACT situation almost to a frightening degree of similar events.
I too can't get content on HBO Max because it says my subscription thru AT&T has expired. But, I have had my HBO subscription thru DirecTV since before HBO Max came to be and had been streaming on their App with no issues for free until about 3-4 weeks ago. About the time they started offering 2 types of memberships. One WITH and one WITHOUT ads for different prices. The strange thing is that it lets me login like normal and even shows my Profile, but keeps trying to get me to buy one of the new programs they offer. So, after hours of being passed around from DTV to AT&T and HBO Max support, I'm back where I started. I'm considering cancelling my HBO service with DTV and just going with the Max app. But, I'm supposed to be getting BOTH for the same price, so YES it is VERY frustrating!!
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Vettebuff
Contributor
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7 Messages
2 years ago
I had a response to this recommending I file a BBB complaint and did that. A day after filing a BBB complaint I was called by the corporate office, and they are now working on fixing it. I'll let you know if they were able to fix it.
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Vettebuff
Contributor
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7 Messages
2 years ago
I was contacted by the DIRECTV executive office and as of today December 6, 2022, I can now use HBO Max. The technical issues have been resolved.
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Vettebuff
Contributor
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7 Messages
2 years ago
They had me assign a new user ID email address login for my AT&T account. I originally had Hotmail and ended up changing to gmail. I was told it was probably a credential error within my login. Once they did that they did their thing and I was able to access HBOMax. I’m not really sure what they did behind the scenes.
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Jirochamp
New Member
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1 Message
2 years ago
I had this exact issue with HBOMax streaming access. HBO and then HBOMax has been part of my DirecTV package for quite some time. Somehow right around New Year's, right around the time HBOMax changed to their new scheme of different tiers of account with and without ads, HBOMax stopped recognizing my DirecTV login as a legitimate credential for streaming. It may have also been caused by my combining my wireless account billing with my broadband and TV billing under one username/password. I could still watch HBOMax content on my DirecTV cable box or with the DirecTV app but not through any other means. It took many, many calls to DirecTV to finally resolve the issue, I don't know exactly what they did on their end but I believe it had something to do with resetting my account or renewing my login credentials in some way. The entire problem was a login credentials issue with HBOMax not recognizing the DirecTV account as a valid login credential with access to HBOMax anymore. I was of course directed towards HBOMax but they rightly recognized the problem as one with the DirecTV login credential. I was told that since I had a "legacy" account with HBOMax free as part of a promotion that they could not reset my account without losing this access. Whatever they did the DirecTV login works again and I have the same username and password for DirecTV that I did before. This took quite a lot of hours in phone calls and was very frustrating. I did warn that if they could not resolve this I was probably going to just quit DirecTV entirely and go with YouTube TV or some other cord cutting option.
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