What's the RFC?
Cannot sign in due to too forgetting and entering the wrong password.
Difficulty with Sign In
"I recently signed up for HBO. What is the difference between HBO and HBO Max?"
Account Setup > Inquiries about subscribing
Customer wants to cancel their native account because they now get HBO through Cricket Wireless
Wants to cancel > other cancellation scenario > has HBO through another provider
Crystal was getting an error message when signing in with her AT&T account. You helped her get signed in and she does not need any further assistance.
Resolved
“I signed up for HBO Max through Hulu and I keep seeing an error message on Hulu's site.”
Difficulty with Sign In > Provider related issue > Error message on provider's page
“I have never subscribed to HBO Max before but my card was just charged for a subscription!”
FA/UA Concern
“In the app, it says my subscription through AT&T has expired but i’m still paying for it."
Difficulty with Sign In > Provider related issue
“It says I need to enter this code at a link so I can stream on my PS4 but I don’t have a computer to do that.”
Difficulty with Sign In > TV Code Issue > No secondary device
Billy is getting a VPN error, but basic troubleshooting didn’t work. You collect his ISP and IP address and add to case comments.
Unresolved, and prepare to raise the case
Customer created two accounts because the first one they created had a typo.
Payment/Billing > Multiple Billing Charges > Email had typo
A customer says when they search for documentaries they see a list of horror movies.
Programming issues
“Everything’s fine until the ad plays and then it’s just stuck."
Ad playback >Ad playback experience
“Why do I see It's a Sin on my kids profile? This is not okay."
Programming Issues > Technical Content Issue > Age inappropriate
Cora wanted to cancel her Xfinity account because she finished The White Lotus. You convinced her to keep it and stream Hacks next.
Resolved
Customer called to say they love HBO as a platform and request we add more 90s sitcoms.
Feedback / request > General feedback
A customer contacts us saying they are trying to watch Malignant but the app freezes when they click on a profile.
App Crashing/Hanging
"I love HBO, and really enjoyed The White Lotus. But I'd like to cancel because every time I tried to watch it the app would freeze."
Want to Cancel > Technical Related
"My app isn't working. I keep attempting to update my name and password but when I enter the code it gives me an error."
Account Management > Account Management Inquiry > Error Message with OTP Code
Alex had an FA/UA issue they emailed us about, and it was escalated. They called us back the next day to get an update because they haven’t heard back yet.
Duplicate Ticket
"How come I'm getting charged like $20 a month? I thought the plan was $14.99?"
Both customer & their spouse signed up for HBO by accident and now they have two monthly charges on their credit card statement.
Payment / Billing
“I cancelled my account the other day but I’m not sure it actually went through. Can you check for me?”
Payment/Billing > Confirm Cancellation
“I’m still signed in on my Roku, but the whole top banner doesn't make any sense. I haven't watched half of these movies. ”
FA/UA Concern > Unauthorized Account Activity > Unknown Continue Watching
Lena didn’t know they had multiple subscriptions and want a refund for their cancelled Apple account, but they are keeping the DTC one.
Redirected to Partner
"For some reason episode 5 of Scenes from a Marriage is missing? I know it came out already."
Programming Issues > Technical Content Issue > Missing Programming