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Col_H's avatar
Col_H
On our wavelength
3 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
    3 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

10 Replies

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  • Nathan_B's avatar
    Nathan_B
    Icon for Forum Team rankForum Team
    3 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
      On our wavelength
      3 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
        Icon for Forum Team rankForum Team
        3 months 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

  • franco1472's avatar
    franco1472
    Joining in
    17 days ago

    Hello i seem to be having the same problem as COL H Disney+ app stopped working on my stream box keep getting oops something went wrong try later been like this for over 1 week cant login on any android device either tried resetting the virgin media hub 5x but nothing has made a difference could somebody tell me what i should do to rectify this problem

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      12 days ago

      Hi franco1472,

      Welcome to our forums, and sorry to hear you are having the same issue. We want to best help from here. Do you get this issue when connecting via mobile network? Do other apps have similar issues? Are you rebooting the hub as seen here?

      Thanks,

       

      • RQS's avatar
        RQS
        Joining in
        8 days ago

        I’ve reported this before and it continues to happen. It’s definitely something up with your WIFI. Too many people reporting the exact same issue and the app works when the device is connected to my phones hotspot without any issue and without deleting and reinstalling the app. AGAIN this has NOTHING to do with the app but a problem WITH YOUR WIFI SERVICE. 

  • Daniel_H96's avatar
    Daniel_H96
    Joining in
    16 days ago

    Hi, I am also having this issue. Disney has not been working for a month now on home WiFi but works on mobile data. Disney + support have tried all their troubleshooting steps which haven't worked and I've restarted the modem a million times. Any advise would be great.

  • bhprd's avatar
    bhprd
    Settling in
    14 days ago

    I am also having the same problem It feels like my IP address is blocked by Disney but after a long chat with Disney they assure me everything is good their end and say its got to be Virgin. any solutions?

  • mikyboy's avatar
    mikyboy
    Joining in
    3 days ago

    Just joined VM and couldn't get Disney+ to work. Had to enter the activation code for connecting to the hub problem now resolved. Might not be what you need to do but might help others with the same problem or similar