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Col_H's avatar
Col_H
On our wavelength
29 days ago
Solved

Disney+ app not able to connect again

As per my previous post here:

Disney plus app not working on WiFi devices | Virgin Media Community - 5618006

The Disney+ app isn't working on any of our devices over WiFi again. Turning WiFi off on our phones and using 5G to use it works fine but any device trying to access Disney+ through our broadband won't connect. Comes up with the error:

Error code 1026 - AUTH_SERVICE_INIT_FAILURE

Looking around online it appears to be because Disney+ thinks we're outside our region and can't connect but we're not using a VPN and our IP shows as being from near Liverpool which is correct (screenshot below)

Can anyone at Virgin see any reason why our connection keeps doing this? It's only Disney+ that's affected, almost like that specific traffic is being redirected in a weird way. We've done all the usual stuff like uninstalled/reinstalled apps, restarted the router, etc but no change.

Thanks in advance 

Col

10 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    28 days ago

    Apple Relay is also capable of making your device look suspect or out of region to Streaming Video services.

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    26 days ago

    Hi Col_H 👋.

    Thanks for reaching out to us, sorry to hear of the issues that you are facing with Disney +. Can we ask since your post have you been able to get this resolved or are you in need of further assistance?

    Please let us know. 

    • Col_H's avatar
      Col_H
      On our wavelength
      26 days ago

      Hi Sabrina,

      No, the issue is still the same. Is there anything we/you can check with our connection that could determine why this is happening and why it's only the one app?

    • Col_H's avatar
      Col_H
      On our wavelength
      26 days ago

      Good suggestion but sadly no difference, tried this on my phone with no luck.

      Although it's just as well that's not the solution as some of our devices won't allow a DNS change (Roku, I'm looking at you) and the Hub 5 also doesn't allow it in the interface.