AT&T Community Forums

Loss of MAX with cellular service

I've had cell service since bag phones in the early 90's and never a different number. Years ago I received HBO, now MAX because I had an unlimited cell plan. Then in 2016 when the DIRECTV streaming app was announced I added it and received a $25 monthly credit. When the plan I have was discontinued I have not been able to make any changes or I'll lose it all. Every couple of years I have another round of fighting it as they attempt to kick me off.

I've just received an email that because I changed my cell plan I am no longer eligible. For the reason stated above I have not changed my plan since well before 2016. Now customer service has backtracked and said my unlimited cell plan isn't eligible. It feels like another attempt to force me into changing. I've been a customer across the board since internet dial up and have a bell.net email still (that I've had to fight to keep). Long time customers seem to have little value to AT&T which is very disheartening.

It's also disappointing that the forum is going away. It's been the only place to get help.

Responses

OttoPylot

ACE - Expert

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24.9K Messages

14 days ago

The free HBO Max for life plan was only for Unlimited plans offered at that time. Sounds like you may have grandfathered to the current plan and it could be that the DirecTV addition is what has confused the issue. Whatever the reason, WBD now owns Max and they are calling the shots, not AT&T. My gut feeling is that Max is going to eventually stop honoring the legacy AT&T accounts because its their store now and there's nothing that AT&T can do. WBD wants you to pay for whichever tier you want instead of carrying the legacy AT&T accounts.

Yep, the public Forums are going away so we'll see how well AT&T Support can handle the issues. Hopefully better than what their history indicates. Good luck.

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mellee

Teacher

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16 Messages

13 days ago

It may be that having the grandfathered unlimited cellular with free MAX and also the DIRECTV with free MAX caused a problem. When looking at the account it indicates two MAX accounts with the same log in and now neither will log in. AT&T is saying go to DirectTV and DirectTV says the change was made by AT&T and I have to contact them. Feels like I'm a kid asking my parents if I can't go some where and I keep getting sent back and forth between the two 🫤

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OttoPylot

ACE - Expert

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24.9K Messages

13 days ago

@mellee Yep. That could cause an issue. DirecTV is its own company now (owned in partnership with TPG) much like Max is now owned my WBD. AT&T is pretty much done with either one being as they don't own either one. Sounds like Max does't want to carry the free HD-only tier for legacy AT&T account owners anymore and would rather get paid for their service by you. You might want to consider canceling one of the accounts but if it's tied to the other one, that may cancel both. Don't expect to get much help, if any, from AT&T Support or DirecTV Support. Sorry.

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mellee

Teacher

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16 Messages

10 days ago

And I just heard today that our Legacy plans will be increasing in price. I'm pretty sure that my DirectTV stream at $75 and change (after the $25 credit) and now my Legscy unlimited cell plan going over $100 I don't think I can justify it anymore

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