HBO Max Down? House of the Dragon Premiere Prompts Auto-Help Request


Left hand, right hand meet.

In what appeared to be an automatic response, HBO Max’s customer assistance account on Twitter reached out to the main @hbomax account on Sunday night if it needed technical assistance to watch the premiere of “House of the Dragon.”

About an hour after the Game of Thrones prequel series premiered at 9 p.m. ET, the HBO Max Twitter account tweeted: “The only thing that can destroy DragonHouse is itself. #hot”

Less than half an hour later, @HBOMaxHelp responded with a polite but apparently canned question: “Hi, we want to help. Can you tell us what device you’re using?” (The tweet has since been deleted, but you can See it below.)

The metadata exchange happened after a relatively small number of HBO Max users reported problems accessing the stream on Sunday night. According to service monitoring site Downdetector, 3,784 people reported problems with HBO Max Sunday night.

What might happen in this case is that the system underpinning @HBOMaxHelp automatically scans for any tweets that reference “House of the Dragon” in some way, as well as keywords indicating technical dilemmas – in this case “down”.

In a statement Sunday night, HBO Max said a “small percentage” of customers with Amazon Fire TV devices were unable to access the service, and the company was working to resolve those issues. “Tonight, millions of HBO Max subscribers successfully watched House of the Dragon,” the HBO Max statement said.

Two weeks ago, Warner Bros. Discovery announced that it had completed a months-long process to update the HBO Max app on all platforms to a “higher-performance tech stack,” while enhancing design and navigation.

Above: Matt Smith as Damon Targaryen in HBO’s “House of the Dragon”

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