Disney/hulu bundle unable to access no ads

When I follow the steps on that page it ultimately takes me back to my Xfinity account because it says my subscription is managed on Xfinity. On there it says I have the Disney+ Hulu bundle but there is no mention of ads or not and I am not able to make changes on there myself and I’ve tried through my box too.

@user_mff534, Thank you for trying and checking, I appreciate it! If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Thank you! I sent a direct message with my details.

@XfinityChelseaB​ I didn’t get any response from the direct message. Are you able to follow up on this?

Good morning @user_mff534 Thank you for your patience. While we are here 365 days a year, we do close nightly from 12 am -6 am, and there are some delays between responses when you work with us here, as this is not a traditional 1:1 chat. We are closer to the pace of email than live chat. On the plus side, you never have to worry about being disconnected.

We do see your DM and will respond as soon as possible.