Max Streaming App- 8604

Important

HBO subscribers get access to the Max app at no additional cost
Max App gives access to HBO channels, HBO On Demand, Max Originals all with ad-free streaming
Pending Install accounts won't validate the cable subscription; the install must be complete
Accounts that are Pending Disconnect will validate, unless it's a pending Non-Pay Disconnect
On October 5, 2023, Max App launches the Bleacher Report tier and is available free to Max subscribers until February 29, 2024

Streaming Content Availability after Subscribing

The Max App is available to both cable and data customers on Astound IPTV boxes and the TiVo 4K Stream
DC Metro, IL, IN, MA, MD, NY and PA: available within minutes
CA, OR, TX and WA: may take up to 24 hours

App Setup

On May 23, 2023, the HBO Max App became the Max App
Download the App from the Google Play Store, the iTunes App Store, or from the channel’s website
Select the correct company / brand from the list of providers
Customers log in as follows to validate the subscription and start watching
- CA, OR, WA and Houston, TX: Watch TV Everywhere (WTVE) credentials Note: WTVE can use any email address as a username
- DC Metro, IL, MA, MD, NY and PA: MyAstound Selfcare credentials Note: Selfcare credentials can use any email address as a username
- Texas (except Houston): @astound.net email address or the primary @mygrande.net email address

Not a Subscriber / Not Authorized Error

Ensure the customer subscribes to the channel's tier of service
Balance the account to ensure the channel is authorized
Ask the customer to verify Parental Control settings on that channel's website; our company does not have access to those settings
Verify the last login using the Selfcare Tool in BOLT
If unable to resolve, click Create Work Order or Technical case

Fill out the information as described below and click Submit

Trouble Call or Tech Case	Trouble Call
Service Category	Multi
Problem Description	Select TV-On-the-Go Mobile or Web Interface
Include	Valid Contact Name and Phone Number
Notes	Username and Channel Name with the Issue