Introduction

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 

 

Resolution Steps

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