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user_mw8mkm
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Sunday, May 17th, 2026 6:04 AM

Disney plus and Hulu ongoing issues

This is the second time I have been kicked out of Disney plus and Hulu apps. I have tried everything that was suggested online and talked to representatives from Disney plus and Xfinity technical support together at the same time and it is still now working. Disney is showing my account was cancelled. Anytime I try to log in it asks me to pay again so I even choose a new plan and click agree then it tells me there is a technical issue and can’t sign up now. I have tried new email accounts clearing all my tv saved data and nothing works. I looked online and it is an ongoing issue with back end compatibility. I was told I need and escalated ticket with Xfinity technical support to get this issue resolved. I tried again to have an escalated ticket opened today and the representative disconnected the chat. I need an escalated ticket opened but can’t get anyone to take care of it for me.  I guess I need to know how to get an escalated ticket opened when tech support said they can’t do that because I was told to wait 24 hours and if that doesn’t work Disney would have to fix it.

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user_8rl7nc

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24 hours ago

I’m dealing with the same issue. Pretty much a wait and see when xfinity fixes the issue. 

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user_mw8mkm

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@user_8rl7nc​ 

meanwhile I’m still paying for a service I don’t have. I hope you get yours fixed.

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19 hours ago

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XfinityBillie

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4.2K Messages

@user_mw8mkm Thank you for taking the time to reach out to us here on our Xfinity Forums! I understand how frustrating this has been, I know I love the content available from Disney+, my kids are all Marvel fans. I would love the opportunity to help you with getting that ticket opened, so we can work on getting a resolution for you so you can enjoy the content as well! Since I will need your account information in order to create that ticket, please send us a DM to Xfinity Support with your full name and address to get started. 


To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon 
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window   
Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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13 hours ago

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user_mw8mkm

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@XfinityBillie​ 

Thank you for responding to me. I know this sounds stupid but I have looked everywhere and can’t find the bubble or the chat in this forum. I am logged in and I have a green circle with a U in it and it has Notifications, View Profile, profile settings, bookmarks and sign out. The icon next to that to the left is a black outline of a speech bubble with two lines in it. When I click that it says search conversations. When I click on the pen and paper icon it says “type the name of person”. There is a round blue button at the bottom with a white speech icon in it and a plus sigh. It doesn’t do anything at all when I click on it. The only two other things at the top of the page say “offers” and “support” but under support it is just Home, Getting started, Guidelines, Knowledge base and Outage map. Sorry about this but I must be missing something. I can only use my phone and not my computer desktop it isn’t working.

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10 hours ago

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XfinityBillie

Official Employee

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4.2K Messages

 

user_mw8mkm Thank you for all of those details, I'm sorry to hear you are having difficulty sending us a DM. Do you not see any option, when clicking on the pen and paper icon to type in "Xfinity Support"? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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9 hours ago

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user_mw8mkm

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16 Messages

The only thing it says is search a person

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9 hours ago

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user_mw8mkm

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8 hours ago

honestly I feel like giving up at this point I have spent hours and hours on the phone and in chats and no one will help I know you are trying here but there is something going on with my phone I guess

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