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Disney Plus error code 36

Just joined

When attempting to watch any programme on Disney Plus I receive the error code 36, after clicking on the programme and trying to play. 

This is only happening on my Virgin box, I am able to watch Disney plus on a different TV in the house. 

It is on all programmes.


Please can someone from customer services advise on how I fix this 



“We’re sorry, but you are not authorized to view this video.” This likely means you tried to stream a movie or TV show unavailable in your specific market due to rights issues. To fix it, if you use a VPN to connect to the service, you might want to turn it off and connect to Disney Plus again. You might also be trying to access a video while in Kids Mode. If that’s the case, exit the kid-friendly mode and try watching the movie or TV show again.


Also check Match frame rate in the 360 settings 

Hi @emmastafford16 

Welcome to the community forums

Sorry to hear of your issues when watching Disney + on your Virgin Media set top box.  Has the steps kindly provided by community member 1701-e helped at all in resolving this for you?

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 



Here to help 🙂
Virgin Media Forums Agent