Comcast / Xfinity review: Can not access on demand that is included in my package

I have been with Xfinity for 8 years and have an old plan. I would like to watch Max on demand. I have confirmed with multiple Xfinity agents that it is included in my package. I have spent hours on the phone with Xifinity troubleshooting, speaking to different level agents and I still can not access Max on demand. After a week of phone calls the Xfinity agent called Max (while I was on the phone) and it seems that Max can not find account information. It was suggested by Max that I cancel the subscription and restart it. However, I do not have a subscription because of the old plan that is no longer offered and if I cancel I would have to change everything and it would cost more. It seems to me that there is a problem between Xfinity and Max with my account. I know I am not the only one because one of the agents said she had the same problem with another customer. There has to be a way for Xfinity to fix this problem because I am sure I am not the only long time customer with this plan. It’s been three weeks and I haven’t heard back from Xfinity or Max.