Disney plus not loading when on WiFi

[Wehttam8002]

For some reason this week whenever I try to load Disney plus on any of my devices (fire stick, iPhone, tablet etc) it doesn’t load and either just has the circle spinning round and never fully loads or an error pops up saying I’m connected to a vpn which I’m not. 

but when I’m using my 4g mobile network it is fine and loads and plays fine.

Does anyone have any idea why this is happening. I have deleted and reinstalled the app on all my devices aswell

[Megan_L]

Hi Wehttam8002,

Thanks for using the Community Forums to get this issue with your Disney+ App looked into, I am sorry if this has been causing some frustration 😥 

I have had a look at your services on my side and can see there is an area outage, which is regarding an SNR issue that could be causing the issue you've mentioned.

This is due to be fixed  - 10th November 2023 at 09:45 - But please be aware this is just an estimate, it could change depending on what the engineers find. However, I am sure they will be working incredibly hard to get this fixed as soon as possible for you. 

I am sorry for any inconvenience or disruption this may be causing right now.

Thanks, 

Megan_L

[Wehttam8002]

Hi, is there any update to this as I’m still having the same issue

[Megan_L]

Hi Wehttam8002,

Thanks for coming back to us about this, sorry you're still having problems with your internet even after the fix date has been and gone!

I can confirm that the outage in your area has now been fixed, this gives us scope to investigate your issue further now 😊 

Can I ask if it's just Disney+ you're having issues with please? 

Thanks,

Megan_L

[Wehttam8002]

Yes it is just Disney+ still. Everything else on all my devices works when connected to the WiFi but Disney plus just doesn’t load at all on anything until I swap to my mobile data and then it works fine 

[Matthew_ML]

Okay no worries, there could an issue with the app where it just needs refresh if that's the case.

Is it possible to sign out / sign back in, remove the app and reinstall it.

Also reboot the box if you can once you have done these steps. Cheers 

[Wehttam8002]

Hi, this suggestion hasn’t helped either.

[Jodi_S]

Hi Wehttam8002,

We're sorry the above advice did not resolve the issue with your Disney+ App. As you posted a short while ago, how have things been since, are you still experiencing the same issues or has the app loaded up since you last posted?

Kin regards Jodi. 

[Murphy1210]

I am having this same issues. I have reset the router I have a team box and done the update on that still not working I can’t remove the app cause I don’t know how on the stream box doesn’t give you the option

can anyone help it’s clearly an issue with the router because not one device is working on the WiFi with Disney plus but works with my phone on 4g

[Martin_N]

Hi Murphy1210,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your Disney+ service. 

What error message are you getting when trying to access the service?

^Martin