Left hand, meet right hand. In what appears to have be an automated response, HBO Max’s customer-help account on Twitter proactively reached out Sunday night to ask the main @hbomax handle if…
The @hbomax account, about an hour after the 9 p.m. ET premiere of the “Game of Thrones” prequel series, had tweeted, “The only thing that could tear down the House of the Dragon was itself. #HOTD”
Less than half an hour later, @HBOMaxHelp replied with a polite but obviously canned query: “Hi, we want to help. Could you please let us know what device you’re using?” The meta exchange occurred as a relatively small number of HBO Max users reported problems accessing the streaming Sunday night. According to service-monitoring site Downdetector, a peak of 3,784 people reported having problems with HBO Max on Sunday evening.
What may have prompted @HBOMaxHelp to ask its own sister account if it needed assistance? In this case, the system powering @HBOMaxHelp evidently was automatically scanning for any tweets referencing “House of the Dragon” in some way, along with keywords indicating technical distress — in this case, “down.”
HBO Max, in a statement Sunday evening, said a “small portion” of customers using Amazon’s Fire TV devices had trouble accessing the service and that the company was working to resolve the issues. “’House of the Dragon’ is being successfully viewed by millions of HBO Max subscribers this evening,” the HBO Max statement said.along with enhanced design and navigation features.
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