Forum Discussion

Col_H's avatar
Col_H
Tuning in
2 months ago
Solved

Disney plus app not working on WiFi devices

Hi,

We noticed Disney plus on our Samsung TV stopped working (shows error code 1026) and trying it on our mobile devices it doesn't work either but only when connected to WiFi. Turning WiFi off on the phones to use 5G instead the app works fine so it seems to be something to do with our VM broadband.

Tried restarting the Hub 5. Tried uninstalling/reinstalling Disney apps, clearing data and cache and such but no joy. All other apps on the TV and Phones work fine over WiFi and we don't use a VPN for anything. Any ideas what this issue could be?

Thanks in advance 

Update: just tried another TV upstairs that uses a Roku stick and it says "Disney+ is only available in certain regions" as if we're in another country. Checked whatismyipaddress.com and it shows us in Liverpool as an 86.30 address.

Could our Virgin hub be routing the D+ app in a weird way? Again, I don't have a VPN so it's not that and it's only this one app doing this.

  • Nathan_B's avatar
    Nathan_B
    2 months ago

    Hi there Col_H 👋 Welcome to our forum and thanks for your post 😊

    Sorry to see you're having this issue with Disney+ on these devices. Just to confirm, have you been able to log out, then delete and reinstall the apps to see if this helps?

    Let us know.

    Regards

    Nathan

  • Nathan_B's avatar
    Nathan_B
    Forum Team
    2 months ago

    Hi there Col_H 👋 Welcome to our forum and thanks for your post 😊

    Sorry to see you're having this issue with Disney+ on these devices. Just to confirm, have you been able to log out, then delete and reinstall the apps to see if this helps?

    Let us know.

    Regards

    Nathan

    • Col_H's avatar
      Col_H
      Tuning in
      2 months ago

      Hi Nathan,

      I had already tried logging out of the apps using Disney's online account service and uninstalled them, reinstalled, cleared cache etc but it hadn't worked.

      I've tried the app again on the main TV just now since seeing your reply and whatever the cause was it appears to have cured itself so we can call this one resolved.

      Thanks for replying to me, much appreciated 

      • Gareth_L's avatar
        Gareth_L
        Forum Team
        30 days ago

        Hello Col_H.

        Thanks for the update, we're glad to hear Disney Plus has now been fixed.

        Nathan is away right now, so I'll pass your thanks on.

        If we can help with anything else please let us know.

        Gareth_L