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The HBO Max app is suffering from severe technical instability and critical login issues in recent versions, overshadowing its praised content library and leading to a significant number of users canceling subscriptions.
Investigate and fix critical issues preventing users from signing up (verification codes not sent) or logging in (incorrect email/phone number errors) to ensure seamless access to the service.
Address the critical bugs causing black screens, constant freezing, and full app/TV crashes, particularly affecting users on versions 7.2.0.38 and 7.2.0.41, which directly lead to app uninstallation and phone usability issues.
Investigate and resolve the severe degradation in video quality, especially on 4K TVs, and fix intermittent video playback issues, as these are causing users to cancel their subscriptions.
Simplify the multi-step process required to start new episodes, fix buggy skip/rewind functionality, and re-evaluate the ad experience to prevent ads from re-playing when users rewind even a few seconds.
Moderate positive sentiment. Users see value but lack deep emotional connection.
Moderate friction present. A few key issues are driving recurring complaints.
Moderate loyalty. Users stay but may consider alternatives if friction grows.
Declining momentum. Users perceive quality deterioration in recent updates.
Mixed word-of-mouth. Promoters and detractors are roughly balanced.
| Rating | Review | Love | Frustration | Risk |
|---|---|---|---|---|
| ★☆☆☆☆ | Lowest quality ever!!! Why should I pay when the quality of movies is like in the '90s???? On the tv is at times unwatchable! I have 4k Smart TV and fiber link with the highest internet speed, yet HBO doesn NOT care to even allow some decent quality! Not to mention the adds! The movie trailers have no sound! :)) I was thinking to maybe upgrade to get some decent service, but I realised they actually dont deserve that! The worst app ever! Uninstalled and closed my subscription! | 0.0 | 10.0 | Critical |
| ★☆☆☆☆ | Absolute waste of space I paid extra to upgrade the free sky subscription so that I could download show to watch when I travel. The app frequently takes an age to open and so far cannot download anything. it is completely unresponsive. Very poor not worth paying for. | 1.0 | 10.0 | Critical |
| ★☆☆☆☆ | App has quite a few bugs. Makes my phone unusable when trying to stream. It closes my screen and opens it again so I have to reboot it in order to use my phone again. | 1.0 | 10.0 | Critical |
| ★☆☆☆☆ | It's May 12, 2026 I'm on season six of a 10 season show and the app went from barely useable to unusable. Originally there was the issue of the app playing but the screen is black so you could hear but not see. Then there was the issue of the app constantly freezing before crashing the app and tv. Now the ads before each show actually appears on screen quickly then it keeps freezing. When you finally reach the beginning of the show it glitches, freezes, and then once again it crashes. | 1.0 | 10.0 | Critical |
| ★☆☆☆☆ | I'm so disappointed in this app cause Im trying to sign in but it says is doesn't look right but I already put the right email and number but it won't work | 1.0 | 9.0 | High |
| ★☆☆☆☆ | To watch a series at the end of 1st episode of Succession. 1. I will have to click ”continue watching” to get to the next episode 2. I will get an ad for a different movie or season. Click on ”skip” 3. Then "skip recap” 4. Wait for HBO logo. I mean I paid so I know where I am 5. then again "skip intro" to many step!! I mean is there a UX team? can there be options added for people to choose in the setting like what they prefer if someone don't need all these clicks can just disable them. | 1.0 | 9.0 | High |
| ★☆☆☆☆ | I'm not receiving the verification code. Edit: Pirate platforms offer better service than you. I really wanted to sign up and watch the new series, but you can't even send a verification code. | 1.0 | 9.0 | Critical |
| ★☆☆☆☆ | 1st I only sub to max for south park that's long gone then I only kept for 90 day fiance now that's being phased out too. Have to upgrade to watch nhl games and when you do most games aren't even available. Not worth it. | 1.0 | 9.0 | Critical |
| ★★☆☆☆ | Content is good, app experience is bad. App cuts off the end of trailers. "My list" is not actually a list, it's just another row of thumbnails on the main screen. The main screen isn't actually a "home" screen, it's just another feed, should more appropriately be called "your default feed" or something like that. The Search page is just a page full of thumbnails, no keyboard. This app is user-unfriendly and loaded with friction. | 3.0 | 9.0 | High |
| ★★☆☆☆ | Great content, buggy navigation. Skip forwards and backwards rarely work from current time in content, but either from beginning or some other earlier saved time code. | 5.0 | 8.0 | High |
| ★☆☆☆☆ | eu pago pra ver anúncio né? | 1.0 | 8.0 | Critical |
| ★☆☆☆☆ | You pay a premium to get 2 ads every 5 minutes. This world is hopeless. | 1.0 | 8.0 | Critical |
| ★☆☆☆☆ | Garbage app shows ads even when I pay for subscription to not see them. | 1.0 | 8.0 | Critical |
| ★☆☆☆☆ | offline viewing is terrible | 1.0 | 8.0 | Critical |
| ★☆☆☆☆ | a nightmare to download | 1.0 | 8.0 | Critical |
| ★☆☆☆☆ | it was fine until it was deleted from my app list and now I'm not able to install it. | 1.0 | 8.0 | Critical |
| ★☆☆☆☆ | worst subtitles ever (pt-br)!!!! | 1.0 | 8.0 | Critical |
| ★☆☆☆☆ | Empeorando la experiencia de usuario colocando anuncios al inicio de cada película. | 1.0 | 8.0 | Critical |
| ★☆☆☆☆ | App does not work with a vpn so you can't watch anything if you travel. | 1.0 | 8.0 | Critical |
| ★★★☆☆ | Fast forward & rewind are still really annoying whereby there's a delay when holding related arrows & it either doesnt always work or takes a while to register & action accordinglyre fast forward/rewind navigation on the fire cube device. Annoying AF! | 4.0 | 8.0 | Medium |