Disney + issue

My Xfinity plan includes Disney+ with ads, and Xfinity has shown it as my current plan since I first became eligible. However, I have never successfully activated the benefit. When I sign in to Disney+ using my existing account, it asks me to choose a paid subscription.

My previous Disney+ subscription was billed directly through Disney, but it was canceled and the paid period has fully ended. I’m using the same email address associated with that account.

On the Xfinity side, the benefit shows “With ads current plan,” but my options are to add a premium plan or remove the benefit. I cannot find an option to activate the included subscription.

I have already contacted both Xfinity and Disney+. Xfinity says this is a Disney problem, and Disney says it is an Xfinity problem. Neither company has resolved the issue.

I need help investigating the activation or entitlement provisioning, not another referral to the other company. Could an employee please check whether my included Disney+ benefit has been provisioned correctly and whether the activation status or account association needs to be reset?

I do not want to remove my included benefit or purchase a separate subscription to work around an activation issue.