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Can't Change HBO Max Plan on VZW Max/Netflix Perk

I'm trying to upgrade from the base ad-supported $6.99/month plan to the $11/month plan. I get all the way to the end, then it throws up an error message in red letters and I can't make the change. I've tried doing it on different browsers (Firefox, Chrome, etc.) in Windows, devices (the Max app on my Flip 5 and Tab S9+). I get the error no matter where I try it. VZW and Max both say to go to the other for help, support. It's the classic finger pointing game that corpos always like to play when customers need help with a cross-promotion like this one. Where do I need to go so I can change my plan without getting this infernal error message?

Below are screencaps of what I'm running into. Please help. I'm at the end of streaming rope. Thanks.

My current plan

The one I want

The inevitable error

Comments

Verizon_Support

Oh no! This certainly sounds like a frustrating experience and we sincerely apologize for all of the trouble that you've gone through. We're unfortunately unable to see the screenshots that you've posted; are you able to provide the error message here by copy/pasting it? Also, are you using wi-fi or any VPN when attempting to make the change?

-Necia

MotoDroid2Usr

The error message is, "Something went wrong. Please try again".

No VPN. My computer is on my network via wifi yes. But I've also tried on the mobile Max app on my 5G phone and tablet and get the same error.

criimarii

I’m a Verizon employee myself I’ve been dealing with the same problem for months, I’ve called Verizon and max, both have no idea what’s happening, I’m paying for a max account on the side due to the fact I can’t get no add, I still have the perk because I do save money with Netflix, but it’s very annoying, is there’s something I can do so I can escalate this problem?…

aanton04

I am getting the same error. I want to Upgrade. Verizon says to call Max. MAX says to contact Verizon. Sports are no longer part of the Basic Plan and I need to upgrade to watch the NBA playoffs of TNT . Please help me give you more money

aanton04

This is what I'm getting too... Any answers??

Captainjack12

I am having the same problem and I cannot watch NBA games any longer, after this change was announced by Verizon. Whenever I try to upgrade my Max to the basic without ads, for $11, I get the dreaded error - something went wrong, please try again later.

nobody seems to be talking to each other, and I’ve been on the phone for countless hours with both Verizon and Max, and both say it’s each other‘s fault. You guys really need to figure this out, because it is extremely frustrating, and as a consumer, I may decide to make consumer choices that are not easy.

Captainjack12

Terrible !!! Seems unfair and the NBA is losing countless viewers because of this.

Captainjack12

this is the dreaded something went wrong error, which happens to be someone’s fault, other than ours.

Verizon_Support

Thank you for reaching out to us on this platform. To better assist you, please tell us a little more. Are you using the Account Owner or Account Manager (authorized user) profile? What is your current plan?

~Maria

Verizon_Support

I'm sorry to hear you are having this issue Captain jack. We would love to help. Are the account owner? Can you use other aspects of the perk? Any issue when sing the AD version? -Joe

Srexroad

Customer Service appears to be as lost as we are. Thanks for all the “support”. In the meantime the plan changes mean no Stanley Cup or NBA Playoffs on in our home. Sure would like to get the service we previously had access to.

Captainjack12

I’m not sure what you are saying exactly. But I have no updates other than I am now paying twice for Max. I’m not feeling too happy about Verizon’s customer service and I am very sad about Verizon’s customer service as well. It’s almost like nobody cares any longer. I want what Verizon’s offering, but I can’t get it.

khnyr44

I've had the same issue, and it's been months. I've spent hours with both Max and Verizon support, and all I get is one company blaming the other. There are reddit threads with the same issue as well. Has anyone found a solve yet?

Verizon_Support

We want you to have the support you need with your account maintenance, to start we need some extra details. We are sending you a private note. ~Pam

Verizon_Support

Good evening, we wanted to follow up and see if we could assist further with your concern. We are happy to help anyway possible, please let us know

-Anthony

Verizon_Support

Captainjack12, we are here to help! We do want you to get the most ot of the MAX/Netflix Perk and make sure the Per billing is accurate and Max direct billing stops. Check out this resource for Managing and Troubleshooting. Let us know if you need additional assistance and we will review account specific details to determine what else could be happening.

Netflix & Max (With Ads) perk with select mobile and home internet plans FAQs: https://www.verizon.com/support/netflix-max-perk-faqs/

-Deb

khnyr44

I've been having this error for weeks, but I tried today and was able to change my plan, no errors, and ad-free is working. You may want to try again today. Please note, I did nothing different on my attempt today than I had yesterday, but it did start working.

CarterTheBaksr

Has there been any fix to this? I am also having the issue currently

Verizon_Support

Hi there. We are here to help with your issue. I'm sending you a PN to assist with helping you upgrade to Ad- Free.

-Will

donnanonna

I am having the same issue.

Verizon_Support

donnanonna Thank you for reaching out. We are happy to look into this with you. I will be sending you a PM to discuss this further with you. -Harry

Msjennybee

OMG!! This is happening to me and I am having the same exact experience! I just want to watch baseball. I ended my experience with AT&T and had to sign up with hbomax again. I didn’t think it would be such a nightmare. I got the same runaround with hbomax. I even spoke with a Verizon rep who couldn’t help me. I am very frustrated and would love some help.

pastorsunglee

I'm having the same issues. I can't believe that Verizon and HBO haven't figured this out with so many people having the issue and for so many months.

Verizon_Support

pastorsunglee Thank you for reaching out. We know how important it is to be able to use services you wanted. We will be sending you a PM as well to discuss this further. -Harry

groberts817

I have the same issue. Was anyone ever able to resolve?

Verizon_Support

We always want to ensure you are able to change your perks as needed and are here to help. We will send you a private message to assist further.

-Toni

Ballinro

I see the same issue. Why are you not posting a fix and instead sending everyone a PM?

SynthpopAddict

Hi, sorry to hear your streaming TV perk isn't working properly. The reason why the CSRs send PMs to people is because the issue has more than one cause, so they have to get into your account to troubleshoot. Unfortunately, the CSRs can't use the forums for the time being since there are still some upgrades ongoing in the background and PMs here aren't working. The forum admins have been suggesting contacting Verizon via their social media channels. Or you can see if live chat via My Verizon is working, or call CS.

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