HBO Max - issues since payment failure

[pete+fitchett]

Hi,

Just come on here to vent a little really not expecting this to get resolved if I'm honest.

I originally activated the basic with ads plan when it first launched and it was fine for the most part some odd glitches but it is still a new service so i was prepared to put up with that.  I then decided to upgrade to the Standard plan, again this worked briefly. 

However i had a payment issue and since then on my sky it has said it's "activating" or something like that.

When I log in on sky glass or the app on a device it recognises that the account exists but says I have no subscription.  I have tried both upgrade and downgrade options both on the mysky app and the website and it keeps failing to sort. 

I have had 3 separate chats with the standard support you get on my sky and 3 with hbo max support and none have resolved it and both teams keep passing me back to the other too resolve it's very frustrating.

As I say more a vent post as it seems neither support team seems to know how to resolve this, to me it seems like either removing the link from my email or adding the free basic with ads back to my subscription would be the way forward but have suggested this and not really been told if this has been tried (if it's possible)

[arcadeavenger]

Hi @pete+fitchett, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141 Thanks, Becca.
 

[pete+fitchett]

Thanks, I did speak to one of the team after your message but I'm still getting nowhere. HBO says they can only help me if the partner id is in a very specific format and Sky tell me the partner id is a different format i have literally had about 14 conversations with different people across sky and HBO Max and spent a good few hours in total trying to resolve but the responses and checks etc i get asked to do are always the same and the issue doesn't get resolved