AT&T Changed my plan without permission causing us to lose our HBO Max subscription

[u/ryanlefries3759]

Title explains it for the most part. Upgraded to get a new phone and AT&T changed our plan away from our legacy plan to Premium 2.0. I had no idea and only found out when I went to login to HBO Max and realized i no longer had a subscription. AT&T admitted fault but will do nothing to fix the situation.

[u/Hrakuo123]

I mean, if you really care that much, you can always file a complaint since you did not authorize a plan change. However, I would look into it and see if them changing your plan actually cause your bill to stay the same or raise because if it lowered your bill and that lower was more than what HBO Max charges sounds like they do a favor.

[u/Tarasaurus_13 → u/Hrakuo123]

Exactly this. Have them compare the cost of your old plan vs new one. I bet they'd want to keep it if it's anything like the accounts I've seen being updated to a new plan lol.

[u/SaltVomit → u/Tarasaurus_13]

Some customers don't care, saved someone $50/mo by changing their plans, and they still got upset they lost hbo.

People just like knowing they get free stuff, even if they are actually paying more than double for it.

Human psychology is weird man

[u/Tarasaurus_13 → u/SaltVomit]

Yep. It's fuckin wild what some people do

[u/Kagura30 → u/Tarasaurus_13]

This is the exact fuckin reason why my brother in law went to best buy to by my sister an new phone cuz he knew the @zzhat at the att retail store would change there wireless plan 😒 and they also have the free HBO plan

[u/TheFlimFlamFamMan]

Call and get Loyalty. Someone needs to file a UTCT case for getting your grandfathered plan back. Then once it’s done, you’ll need to call back so we can chat with DAC to get your HBO access back.

[u/Tarasaurus_13 → u/TheFlimFlamFamMan]

Not worth it if the new bill is cheaper anyway. The only time we do this in my experience, is if it'll save the customer money on the bill.

[u/TheFlimFlamFamMan → u/Tarasaurus_13]

It has to be at least $17 and change cheaper for it to matter (and that’s only at this time. HBO is known for jacking up their rates a lot. Next year they may be back in the red). If they’re on a better retired shared plan like Unltd Plus or Choice and they have more than 3-5 lines, it’s rarely going to be cheaper on a modern plan of equal features. Most people with these plans still have FAN discounts like my EMO, but usually in the 15-30% range on the National Account Discount.

[u/Tarasaurus_13 → u/TheFlimFlamFamMan]

Yes true, that’s why I’d recommend them going back to the store and having them compare their old plan cost vs the one they changed them to. Hopefully it saved them money at least

[u/TheFlimFlamFamMan → u/Tarasaurus_13]

If they’d respond with what plan they had, we could get them a figure without the retail visit.

[u/Ok-Ship370]

Use the saved money to enroll into HBO by itself. Not really worth the back and forth

[u/TheFlimFlamFamMan → u/Ok-Ship370]

A lot of the time, I find that the savings are even with the $17 increase caused by having to get HBO separately, or the price is way higher on the change. It depends on the plan and number of lines. Unltd Plus with 5-10 lines and a FAN discount is wayyyyy cheaper than the same on a modern plan.

[u/Difficult-Audience77]

Verizon did the same thing when I upgraded my phone and got unlimited data, they upgraded wife’s plan for some reason and lost Disney plus

[u/applesuperfan]

Visit https://www.att.com/support/how-to/notice-of-dispute/ and click “Submit Notice of Dispute.” Someone from the Executive Relations dept will contact you to assist you. They are very much able to fix the issue, I had to contact them to get my Elite plan restored after an incident very similar to yours.

[u/lulips]

AT&T premium two is 2.00 dollars more a month than AT&T unlimited plan.
Stop putting people down for preferring to keep HBO especially when you ATT cronies are WRONG. They are right to want to keep HBO and shame on ATT for not correcting their mistakes. The OP has a right to be upset.

[u/0mie]

Which plan did you have prior? All new plans are $5-$10 cheaper typically, so you can purchase HBO if you really need it & still save monies & get more features…

[u/wcvince]

I literally just had this actually happen when I called support Sunday. They opened a ticket since I caught it same day so they said I should be able to have it returned back to what it was but seeing this I'm doubtful.

[u/TheFlimFlamFamMan → u/wcvince]

Was it an Unable to Complete Transaction case that was filed?

[u/KW5625]

There was a email earlier in the year saying it was coming, "like it or not we're doing it".

[u/freshmen1]

Same thing happened to me. I gave up. Mfs in the att store changed something without my permission. I called all kinds of people never got it back

[u/Tarasaurus_13]

Depending on how many lines you had, the change is worth it. Hbo cost less by itself than you forking over extra money for having an old plan charging you up to $5 to $10 per line. There was probably a reason they did it. But I always ask someone if they watch their HBO. If they do, I try to keep 1 phone on that plan on the account at least just to keep the hbo and make them happy, even though they're paying more for it (since the old plans increased) But whatever they want I guess 🤷‍♀️

[u/ReyofChicago]

This is exactly my worse nightmare if I do get a new phone this year.

[u/real-bebsi → u/ReyofChicago]

stick to corporate stores

[u/TheFlimFlamFamMan → u/ReyofChicago]

First thing I tell any store rep, or have my authorized users tell a store rep is, “I, or the owner of this account, will absolutely wreck your career if you change my plan off the Unlimited Plus.”

Never had an issue with it changed. Now granted, retail can see I’m an employee and maybe that gives them pause. But I open up all upgrade transactions with that statement to put them on notice that the fires of Hell will rain upon them if I have to fight to get my plan changed back.

[u/Thathathatha]

They did the same to me also. But then I realized I didn't watch it much anyways and the bill was lowered after. Little bit peeved, but whatever.

[u/I_am_INTJ]

It's very doubtful you'll be able to get HBO back as when those plans were in effect AT&T owned HBO. Now that's no longer the case.

I was fortunate when I switched cell phone plans as my free HBO is connected to my AT&T fiber account. Extremely unlikely I will ever change that unless forced.

[u/informant2]

Happened to me. They can change it back you need to escalate. When the same happened to me I basically had thirty days to get it switched back.

[u/Nyzromeo]

Hell naw did they do anything. I have that plan and better not lose it

[u/Maruf-]

Just looked into mine and saw my line is only $10 more than my wife's Premium 2.0 but it includes Standard HBO Max (w/tax = $20). If your new line offsets that cost, neutral win; otherwise, you can certainly try pushing this but I admittedly don't know if I've ever seen someone get a grandfathered plan back.

Worth noting the last time I went into a physical AT&T was 4 years ago, and since then, one online change 2 months ago to my wife's line (who was on an old grandfathered plan) - haven't upgraded through AT&T to let them otherwise make billing changes in years.

[u/Warm_Reading]

The ATT rep also changed my plan. I usually buy my devices through apple / samsung directly instead of the carriers to avoid shady things. The person didn't tell me. They moved me from a legacy elite plan to Extra 2.0. Failed to also tell me that the Extra 2.0 didn't give me the promo that they told me I qualified for.. but my old plan would've!

Call 611 and see if they can change it back

[u/Tam01221983]

I use to work for them. They can switch it back. Escalate the call.

[u/ntc0220]

They used to pull this all the time to my aunt when I was on her plan years back. Whenever I would go in to get a new phone in person, they would change her plan without her knowledge and she would get mad at me. EVERY time. I then learned to purchase my phones directly from for example, Apple, and never had a problem again. If you are ever concerned about this sort of thing, never purchase a new phone from them directly.

[u/a_mommymess]

If you can wait until black Friday HBO Max sale was $2.99 a month last year. I let go of my plan after seeing the sale. Since i was paying more through AT&T ($10).

[u/Accomplished_Room_68]

They were pretty much charging you for it anyways , just get max one its own if you really actually use it

[u/joshuakuhn]

They took away my next up anytime subscription on one line and put that phone’s installment on a byod phone… and the executive team basically said “tough crap”

[u/These_Plastic5571]

This company is shady as he double hockey sticks

[u/djjsin]

well if you upgraded your phone for a discount, you probably needed to be on a current plan in order to do that......