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Sunday, November 3rd, 2024 5:10 AM

Problem streaming MAX

We have a Directv account which includes being billed monthly for MAX. I want to stream MAX on both my TV's. On one of our TV's there is no problem. On my other TV, starting a few days ago it says I need to "Connect my provider". It says I need to go the URL Max.Com/providers and enter my code. I enter my code and it says connect your provider. I click on Directv, and then I log into Directv. I get a screen that says Create your account, and I fill in all the requested information. I click on confirm account and it says I need to check my email for a one time code.  I get the one time code and enter  the one time code as requested. I then get a message that says: "Are you sure? Your account is already connected to a subscription billed through another provider. If you start another subscription through DIRECTV you could be billed twice. If you don't want to start another subscription , select "cancel." I don't want to risk paying for another subscription, so I hit cancel, at which point my computer opens my MAX account, but I still can't watch it on the television. Can anyone help me?

Community Support

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254.6K Messages

2 months ago

Hi @Taylor6636. We're sorry you're having issues accessing your MAX on your TV. We're aware of this issue and currently working to resolve this. DIRECTV appreciates your patience.  Lynie, DIRECTV Community Specialist

2 months ago

Same here but took me thirty minutes to find this answer. Perhaps add a note that this is a known issue?

Contributor

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7 Messages

2 months ago

Same here. 

2 Messages

2 months ago

Same thing is happening to me. I just went ahead and added the same DIRECTV account instead of clicking cancel and now max works. I’m pretty sure DIRECTV can’t charge twice for hbo max since it’s only one set of channels but will keep an eye to make sure I’m not. My max account does have ad free through DIRECTV listed twice in the settings but it’s the same account info. 

Contributor

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26 Messages

2 months ago

same thing here, started this yesterday. my streaming sticks (Fire and Google) seemingly let me login to my existing Max account, but once I try to watch anything, it says DirecTV needs to be added as a provider and kicks me out of the login. 

I received an email on Oct 28th saying that DirecTV needed to be set as the provider on the Max account to continue to work. mine already has been for the past year but obviously DTV and Max did something related to this, and it broke a bunch of us.

Oddly, the Max app linked to DirecTV on my Android phone continues to work through all this and lets me watch stuff, which I can then mirror to a Chromecast/TV.

I don't want to lose all the watch history my existing Max account has so don't want to make a new account.

(I should mention that I'm a satellite customer)

Edit: here's the text of the email:

Select DIRECTV as your provider to continue watching the Max app!
As a DIRECTV customer with a Max subscription, effective immediately you will be required to select DIRECTV as your TV provider to continue watching all your favorites on the Max app. For help with your DIRECTV user ID or password, visit directv.com/login .

(edited)

ACE - Professor

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8.1K Messages

2 months ago

Are you:

1) Paying for Max via your bill separately?

1b) Getting it via a subscription to a service tier which includes HBO?

2) Getting it complimentary via something like Internet 1000 or a particular phone plan?

2 Messages

2 months ago

Baseballisback it seems like everyone here is 1b and getting max billed through DIRECTV as a service which includes HBO

ACE - Expert

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22.6K Messages

2 months ago

As I understand

1: HBO (Max) as an add-on. A separate bill line item.

1b: The Premier package which includes HBO, Cinemax, Starz/Encore, Showtime, Sports Pack. As they are part of the Premier tier those premium channels are not listed separately on the bill. (same for those moneybags with the old Titanium package on the satellite service side).

Hope that helps clarify what was being asked.

Contributor

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26 Messages

2 months ago

yep, in my case, Premier package, so 1b.

2 Messages

2 months ago

I was able to use Max on all my Tv's up until today.  Now I'm having the same problem.  I am able to get it on my computer but not on any tv.  They raise the rates on Direct TV but sure don't provide better service.  If it wasn't for my husband I would be done with them.  

2 Messages

2 months ago

I have the same issue.  

1 Message

2 months ago

I just had the exact same issue and solved it by logging in through "direct TV stream" as my tv provider rather than direct tv. Maybe this will help you too!

ACE - Expert

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22.6K Messages

2 months ago

That is fair as DirecTV and DIRECTV STREAM (or the alternative DirecTV via Internet) are separate providers under the same owner.

1 Message

2 months ago

Beyond moronic. 
(SPOILER ALERT: It is DIRECTV STREAM, not DIRECTV). 
 
Got the email stating "as a DIRECTV customer with MAX," we "must select DIRECTV" as our "provider." 
 
I'm using a smart tv, I do the QR code business... Yanks me to a page that shows, after passing through a few screens, a list, with official logos and everything of like the 10 top streaming services--including DIRECTV. The official graphic and everything. I click on that, go through the motions... enter a six digit code at some point... get to the screen on my Smart TV to start viewing MAX again. Start a film to view, then it instantly kicks me out and says I need to "select my provider to continue watching MAX." Last Saturday, I was stuck in this QR code/login/success/kicked out loop for 45 minutes (including--as suggested by the useless MAX app official "help"--deleting the MAX app/re-downloading, restarting my smart tv, etc.). Beyond infuriating. But it eventually worked, and I was able to view a program. 
 
Yesterday, everything somehow undid itself, and I faced the same "select my provider to continue watching MAX"/QR code/login/success/kicked out loop once again. 45 more minutes thrown down the toilet. At that point, I stopped and logged in to DIRECTV through my desktop computer, intending to cancel MAX and HBO. But decided to "search online" first, to see if there was an actual problem that was shared by others, hence bringing me to this page.
 
It is absolutely idiotic that the only way to accomplish the transition here is NOT by clicking on the DIRECTV icon that's proudly shown at the top of the screen you're presented with, but to scroll way down, through a billion different tiny text links... where you separately see DIRECTV  listed again, followed by DIRECTV  STREAM right beneath it. If it wasn't for the information supplied above, by melanie6769 (thank you!), I would have been lost as a customer (canceled). Honestly I should still be lost (to you) as a customer, because I find this [expletive withheld]. 
 
Fix this now, for the sake of anyone else with a similar problem, which obviously there are several, posting here. CHANGE the stupid link that says DIRECTV as the landing screen in this app for this transitional process, so it points directly to DIRECTV  STREAM. Get it together. Test your stuff, before prompting your customers to "jump into action."

Contributor

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26 Messages

2 months ago

hmmm, but do we know if using DIrecTV Stream is the OFFICIAL fix or is this just a band-aid that works for now? it's likely some kind of backend billing database change that caused this. I'll try it on my streaming sticks and see what happens tonight.

what I don't get is why my desktop and app on my (Android) phone continue to work without changing anything.


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