HBO MAX

Please help Directv and improve the customer

This is a customer to customer forum, not customer support. What help do you need? Where are you trying to add HBOMax? HBOMax is a separate streaming service, you don’t add it to Directv. However, if you subscribe to HBO, that includes access to HBOMax. You use your Directv login to access HBOMax.

I have the same issue: I received an email saying that I could add HBO Max to my package for no cost for 3 months, but when I log into DirecTV's site, there's no mention of the offer, and when I try to add HBO Max, it says I will be billed $14.99/month.

I chatted with a rep last night and he made it sound like I should see a tile when I log in to DirecTV's site that shows the offer.  He sent me a link to try, but it looked the same as when I logged in normally.  So he said he would add HBO Max manually to my account.  He then told me to wait 10-12 minutes and call 800-288-02020 to get a confirmation number.  I did that and that rep also told me everything was ready to go.  But this morning DirecTV's site does not show that HBO Max was added to my package, and if I try to log into HBO Max using my DirecTV credentials it says I don't have access.

@FrustratedDirecTVUser Could you share the details of that email? Once again, HBOMax is a streaming service. You do not add it through Directv. The only thing you can add to Directv is HBO. If you add HBO, that also gives you access to HBOMax. Perhaps the email was offering 3 months of HBO?

I understand what HBO Max is.  DirecTV treats it like other premium channels on their web site.  Under My Programming, it shows up with all the other premium channels, and is added in the same way.

Here's a link to the promo.  Scroll down to where it says Get 3 months included on us.

https://www.att.com/hbo-max/

I get that this isn’t a customer service forum I am asking you for help on how to actually get some help from AT T or Directv. What would you recommend when trying to get support help because I can’t ever get through to anyone using every option I see available 

thank 

DirecTV treats it like other premium channels on their web site.

Ok, I see now. That email offer is not specifically for the streaming service. Directv is just now calling HBO by the name HBOMax. That offer is for the HBO satellite channels which includes the streaming service.

@mmaluski I don’t think anyone here has any secret method for reaching help. Once again, if you explain what you need help with, someone here may be able to provide it.

Maria transferred me to Loyalty, and in about 1/2 an hour Justin figured out the problem and got it fixed.  He said that my account was on the "older account system" and that reps couldn't add the promo because of that.  (I assume "older account system" means DirecTV's, not ATT's.)  He contacted a manager who was able to override that and apply the promo to my account.  Hopefully that info will help @mmaluski

And there is a chat secret that I discovered; I never got the chat icon when logged into my account, but when I click the link in the site that the promo email sends me to, it takes me to an ATT sign-in page.  When I sign in there, it does a redirect and pops up a dialog asking if I want to cancel or continue.  While that dialog is displayed, there is always a chat button in the lower right of the screen.

By the way, all of the reps were very helpful and considerate except Maria.  If anyone's interested, here is today's chat transcript: https://pastebin.com/WHRNg6tP

Yesterday I chatted with Alex G for a while, then called and spoke to Alex (I assume a different one).  That did not resolve my issue, though.

After today's chat, I spoke with Justin in Loyalty for about 1/2 an hour and he figured out what was going on and got it fixed.

Obviously this was not worth my time, but I was able to do work while I waited. And in case you didn't read the fine print, you do have to call to cancel.