FAQ

GENERAL

DOWNLOAD FEATURE

LOGIN AND ACCOUNT SETTINGS

TECHNICAL QUESTIONS

HBO GO on your Desktop (PC or Mac)

HBO GO on your mobile device

1)

What is HBO GO?

HBO GO is an internet-based service that allows HBO/HBO GO subscribers to enjoy exclusive HBO Originals - series, HBO movies, documentaries and Hollywood blockbusters, over PCs, MACs, iOS/Android mobile and tablet devices, anytime, anywhere.

2)

Who has access to HBO GO?

HBO GO service is exclusively available for HBO subscribers. You can access and use HBO GO at no additional cost if you are a First Media customer with any of the following HBO pack subscription:


  • Combo Supreme X1
  • Combo Maxima X1
  • Combo Ultimate X1
  • Combo Infinite X1
  • Combo 1Gbps X1
  • HomeCable Ultimate

Add-On Packs:


  • Box Office HD
  • HBO Pack HD

You will also need a First ID and password to access HBO GO. If you do not have a First ID, visit my.firstmedia.com to create one now.

3) Why should I register for HBO GO?

There are many benefits of registering for HBO GO. Among others, HBO GO allows subscribers to have unlimited access to all the content available with one subscription – from the 5 live HBO channels to an in-depth library of blockbuster movies and acclaimed HBO Original content – in a legal manner.

4) What do I get to see on HBO GO?

HBO GO subscribers can enjoy:


  • Unlimited access to a wide range of Hollywood movies through 5 live channels and video-on-demand library
  • 5 HBO live channels: HBO HD, HBO Hits, HBO Family, HBO Signature and Cinemax
  • Over 1,500 hours of award-winning HBO Original series and movies, and HBO Asia Originals
  • Watch new HBO Original episodes same time as the U.S., on live TV or on-demand
  • Full seasons on all series of HBO Original content (Original U.S. version)
  • Subtitles to go with the series and select movies
  • Offline viewing available for select content

Visit www.hbogoasia.com to check out the content offerings, including exciting trailers and extra content

5) How often are new shows uploaded to HBO GO?

The latest HBO Originals are available same time as U.S. telecast. Hollywood movies are available within 24 hours after premiering on live channels unless content rights do not permit.

6) Are all HBO shows available via HBO GO?

HBO GO contains an extensive library of content that include all of the HBO Original series, HBO movies, documentaries, comedies, and HBO Asia Originals. With over 1,500 hours of original content, the HBO GO library includes content that has never been seen on the HBO linear service in Asia previously.

7) Is HBO GO available in other countries?

In Asia, HBO GO is available in Singapore, Hong Kong, Philippines and Indonesia.

8) How do I register or sign-up for HBO GO?

9) Can I watch a live broadcast of any of the HBO channels via HBO GO?

Yes, live streaming of HBO Channels is available on HBO GO. Please select “Live TV” to be able to watch live streams of any of the HBO channels – HBO HD, HBO Hits, HBO Signature, HBO Family and Cinemax.

10) Can I watch shows and movies on HBO GO in HD?

HBO GO offers true HD quality content. Please note that the quality of content is automatically optimized to your bandwidth availability to provide a better continual playback experience. If you are experiencing poor quality playback, please refer to Question 11 for required bandwidth and Questions 38-39 for device compatibility requirements.

11) What is the minimum speed of internet connectivity required to run HBO GO?

The minimum required bit rate is 512kb/sec. (Please note that with a lower connection speed, the video quality will be less desirable). We employ an adaptive streaming technology that automatically matches your broadband speed and the bit rate of the videos.

12) Are subtitles and dual language offered on HBO GO?

Subtitles are available for on-demand content and Live TV. Most of the content shown on HBO GO is in English audio.

13) Is HBO GO only available on desktops?

Besides PC/Mac, HBO GO can also be used on smart phones and tablets running on iOS and Android.

14) How do I download the mobile applications for HBO GO?

The HBO GO App can be downloaded from App Store or Google Play.

15) Will I be able to get access to HBO GO while travelling outside my territory?

You will only have access to HBO GO within the country where your subscription is based in.

16) I do not have an HBO subscription. Can I still browse the content in HBO GO?

If you do not have an HBO subscription, you can still browse the content in HBO GO, watch trailers of the programmes, view web page information and photo galleries.  However, you will not be able to check out full video content until you sign up for a HBO GO subscription.

17) What is the difference between HBO GO and HBO On Demand?

The HBO On Demand service is only available via the set-top-box. The content selection on HBO On Demand is updated regularly.

HBO GO is available on web and mobile devices. When you use HBO GO, you can choose from a wider selection of Hollywood Blockbusters and HBO movies, series and other programming – over 1,500 hours of library and current content that will remain on the service and added on as and when they become available. With HBO GO, you can watch your favourite shows and movies anytime, anywhere.

18) I am already a HBO subscriber, why should I have HBO GO as well?

HBO GO is a free value-added service for First Media customers with subscription to eligible HBO packs.


It provides you with a wide range of Hollywood Blockbusters and HBO Originals such as drama series, movies and special programs which you can watch with a mobile device anytime, anywhere.

19) Can I have just HBO GO without a HBO pay TV subscription or a First Media HBO pack subscription?

As HBO GO is a value-added service for First Media customers, you will need an existing HBO subscription to access the companion app.


We are also working closely with other operators to bring HBO GO to more fans in Indonesia. Stay tuned for more information.

20) How much does HBO GO cost?

In Indonesia, First Media customers with subscription to eligible HBO packs will get free access to HBO GO. If you wish to subscribe to a HBO pack with First Media, please visit www.firstmedia.com to sign up for the HBO pack. Or you can leave your contact details on www.firstmedia.com and a customer service staff from First Media will contact you regarding your enquiry.

21) Can I watch HBO GO on multiple devices at the same time?

HBO GO is available 24/7 on any of the 5 registered devices (subject to two concurrent streams), of an authenticated/verified subscriber.

22) Is it possible to watch HBO content on one device and then continue viewing the same content on another device?

Yes. There is a feature called ‘Video Continuity’ that allows you to continue from where you left off when you switch devices. For example, you may begin viewing content on your PC at home and continue to view the same content on a tablet device while on-the-go.  Specifically, you may resume viewing after switching devices from the point you last paused/stopped.

23) How does the Watchlist work?

The Watchlist allows you to create a personalized list of shows or movies you want to watch while they are available on HBO GO. Once you find a show or movie you want to watch, select “Add to Watchlist” on your device. You can add an unlimited number of titles and, from your computer, sort them by release date or title. The items in your Watchlist will remain the same, even when you log in to HBO GO from a different device. Shows will remain in your Watchlist until you remove or delete them, or when they expire.

24) I added shows to my Watchlist but they're not there anymore. What happened?

Shows are automatically deleted from your Watchlist once the content license expire.

25) Can I find content suitable for children on HBO GO?

Yes, content is classified as General (G), Parental Guidance (PG), PG13, 16, 18 and 21. Therefore, you can tailor your viewing choices (and that of your family’s) accordingly. We have a growing library of kids and family movie content.

26) Can I restrict the access for my children?

Yes, the Parental Control feature enables you to restrict your children (or an unauthorised user) from accessing certain types of content. The Parental Control feature is password protected (can be different from login password) and content is restricted according to a selected age guidance– General (G), Parental Guidance (PG), PG13, 16, 18 and 21. When a child (or an unauthorised user) attempts to enter content that has a parental lock, a password pop-up window will appear and prevent further access.  Please do not disclose the parental control password to your children or other unauthorised users using your HBO GO account.

Parental Control can be accessed easily from the settings menu in the application. Parental Control is only available for registered and logged in users.

27) Are there content advisories available on HBO GO?

Yes, ratings and content advisories will be displayed before each HBO GO programme:

Rating

Advisory

G

[Please note for G and PG titles, only Rating and copyright protection warning will be displayed. For PG13, 16, 18 and 21, ratings, advisory message and copyright protection warning will be displayed before each programme]

PG

[Please note for G and PG titles, only Rating and copyright protection warning will be displayed. For PG13, 16, 18 and 21, ratings, advisory message and copyright protection warning will be displayed before each programme]

PG13

The following program may contain content that may be disturbing to viewers under 13. Viewer discretion is advised and parental controls are available.

16

The following program may contain mature theme, violence, nudity, sex, coarse language, drug or horror and may not be suitable for viewers under 16. Viewer discretion is advised and parental controls are available.

18

The following program may contain mature theme, violence, nudity, sex, coarse language, drug or horror and may not be suitable for viewers under 18. Viewer discretion is advised and parental controls are available.

21

The following program may contain mature theme, violence, nudity, sex, coarse language, drug or horror and may not be suitable for viewers under 21. Viewer discretion is advised and parental controls are available.

28) How does the Download feature work?

You can now watch your favourite HBO original content on the go without an Internet connection on mobile devices and tablets.
Click on the Download icon to start downloading. You are recommended to download the content over a Wi-Fi network to minimize data usage.
You may download up to 20 pieces of content in total across your registered devices. Each piece of content can be downloaded up to two times a month.

Downloaded content will expire 28 days after download or 48 hours after you pressed play.

Download

Download Queued

Downloading

Paused

Downloaded

Expired

29) Is all the content on HBO GO available for download and offline viewing?

All HBO original content and selected movie content are available for download. Other movie content from studio partners are not available for download as the studio rights do not permit.

30) Why am I unable to access the Download Feature?

Your device operating system may not support the download function.
View the list of supported devices and operating systems here

31) Why am I unable to download the content that I want?

It may be due to one of the following reasons:


  • a) Studio rights do not permit the content to be available for download.
  • b) Download rights for the content have expired.
  • c) Your device has reached its storage limit
  • d) You have downloaded 20 pieces of content (either on one device or across multiple registered devices).
  • e) You have exceeded the number of downloads permitted for each piece of content. Each piece of content can be downloaded up to two times a month.

32) Can I log in to my device with another account and still watch my downloaded content?

Your downloaded content will be deleted from the device if another account is used to log in on the same device.

33) How can I manage devices?

Currently you can register a maximum of 5 devices. Adding, editing or removing of registered devices can be done in “Device Management”, which can be found under Settings. In the event you reach the maximum device limit, you may replace a registered device with a new device once per month.

34) How can I authorize a new device?

Whenever you would like to authorize a new device (another computer, for example, instead of the currently registered one), you can simply start HBO GO on the device, log in and add a name for the new device. If you have reached your device limit, it will only be possible after the de-authorization of another one.

35) Can I play video on HBO GO from more than one device at a time?

Yes, each HBO GO registered account is allowed 2 concurrent streams across 5 devices.

36) What do I do if I forgot my First iD or password?

If you forget your First iD or password, click the “Forgot Password” button and follow the instructions to reset the information.

37) Does HBO use or share my account information?

Your privacy is very important to HBO. Our Privacy Policy is openly available and accessible to everyone from the menu.

38) What are the supported operating systems and browsers?

Below please find information on what platforms and browsers are supported.

Browser

Versions

Notes

Internet Explorer (Win)

10+

IE11 compatibility mode is not supported. IE8 and IE9 are no longer supported by Microsoft, and are therefore no longer actively supported. We will consider fixing issues related to these browsers on a case-by-case basis.

Microsoft Edge

Latest

Chrome Desktop (Win, Mac)

Latest

Firefox Desktop (Win, Mac)

Latest

Safari Desktop (Mac)

9+

Safari Mobile (iOS)

5+

Chrome Mobile (Android)

Latest

Google no longer supports Android 4.x and older with the Chrome browser.

IE Windows 8 Phone

11

IE Windows 8 Tablet

11

Chrome OS

33+

Firefox OS

1.0.1+

 

Notes:

Wherever Flash Player is needed, the latest version is required.

 

The “Stock” browser found on earlier versions of Android (often with an icon named “Internet”) has a number of unworkable issues with video playback and is not recommended.

39) What are the supported devices for HBO GO?

Operating System

Versions

Download Feature

Apple iOS

iOS 11
iOS 10

iOS 9

iOS 11.1 onward

Airplay via AppleTV

tvOS (AppleTV)

tvOS 10

tvOS 9


-

Android

8.0
7.0

6.0

5.1

5.0

4.4

8.0
7.0

6.0

5.1

5.0

Chromecast (Android)

All versions

-

40) What do I need to be able to access HBO GO from my Desktop?

To use HBO GO on your desktop, you must have broadband internet access and be a valid subscriber in Indonesia (please click here for details)


In addition, you should be accessing HBO GO from a supported operating system and device (please click here for the list of supported devices)


Once you have the above in place, simply go to www.hbogoasia.com to start enjoying HBO GO.

41) What do I need to use HBO GO on mobile devices?

You can access HBO GO on smart phones and tablets running iOS or Android. To do this, you first need to download the HBO GO application from the App Store (for iPhone or iPad devices) or from Google Play (for Android devices) and sign in with your operator’s credentials. Please click here for the list of supported devices.

42) Who do I contact if HBO GO is not working or an error appears during regular operation of HBO GO?

You can contact First Media at their customer service hotline: 1500-595.
Alternatively, you can submit a feedback form on First Media's Customer Service Page.

43) How much will I be charged to access HBO GO on my 3G/4G internet connection?

Standard mobile operator data charges will apply. For a better viewing experience, we recommend subscribing to a 4G mobile data plan.

44) What are the other devices available for HBO GO?

We are constantly adding new devices the list. Stay tuned!