U

Visitor

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2 Messages

Fri, Dec 3, 2021 5:31 PM

Disney + and new equipment

I have recently been receiving a message on my TV when I try to access Disney + that I need new equipment that will be shipped to me at no cost.  If I decline, it won't let me access Disney + and I go to another TV in the house and watch Disney +.  Out of the 4 TV's I am down to one that I can still access Disney + without getting the message.  Has anyone else been getting this?  I checked my devises on my account and they say I have the latest.

Official Employee

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576 Messages

6 m ago

Greetings, @user_f21bd9! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your equipment, but you have definitely come to the right place for assistance.

 

It's entirely possible that your equipment may be outdated, but if you were able to access Disney Plus at some point on your devices, only to find that access replaced by the error message you reported, there may be an issue with your account or equipment settings. Are you seeing this message on devices that used to be able to access Disney Plus in your home?

New Poster

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4 Messages

6 m ago

I just tried to go to Disney+ for the first time in many months (possibly over a year), and am getting the same message.  I got new cable boxes within the last year.  Help!  I want to watch Get Back on my TV.

Visitor

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1 Message

5 m ago

I just started having this issue too. Have had equipment for only 2 weeks and just started getting this error message.

tbill1

Contributor

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455 Messages

@user_a329bc  I got a message that I needed new equipment-even though  Netflix , Prime Video, Hulu, and HBO/Max worked with no issues.

4 other boxes in my house  allowed Disney +. It turned out I had a first generation X1 box which technically wasn't obsolete yet.  I replaced it and now get everything.

(edited)

Visitor

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1 Message

5 m ago

I've got the same problem.  Why is there no solution???

XfinityJodie

Official Employee

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596 Messages

@user_0f366b Hi! We can look into that for you.

Please select the chat icon in the top right-hand corner. Then search for Xfinity Support. Please make sure to provide your full name and service address. Or click here

https://comca.st/3zvhNW9. Then click the "New message" (pencil and paper) icon.

 

Type "Xfinity Support" there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter or tap the >icon 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

Visitor

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1 Message

3 m ago

I got a new base last Friday-  then we tried to use Disney + and ESPN +, Xfinity sent us ANOTHER box....what do we do?

Official Employee

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223 Messages

@user_bcd4bd, Our team can help. To get started, can you please create a new public text submission without your account information?  Doing so will auto-open a ticket in our system, and we can get started on your request. You can read more information about our process at https://comca.st/3sSzGNm. 

In order to ensure that your modmail is properly handled, it is very important you complete the following steps after creating your public post: 

• Include a brief note in your post that you have already sent modmail so our Xperts don’t ask you to submit another message.
• Reply to this note with the link to your post so we can match it up to your modmail message.

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

Visitor

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2 Messages

3 m ago

Hello,

I am also having this issue with my cable box. Can someone please assist?

Thank you...Tim G.

Visitor

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2 Messages

3 m ago

I discovered that my old cable boxes are not compatible with Disney +.  I ordered the new boxes (free of charge) and am now not having any problems accessing it.  I am surprised that the folks at Xfinity was unaware of this problem.

Visitor

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2 Messages

@user_f21bd9​ Hello - thanks! So did you order the box using that on screen process?

Official Employee

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291 Messages

That is a great question @user_42d488! If you are automatically prompted to do that "upgrade", yes you can do this from the on screen process.

If you would like assistance though, I will be more than happy to help out! 

If you decide to have me assist, will you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

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

Official Employee

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538 Messages

Hi there @user_f21bd9!  Thanks so much for taking the time to reach out to Xfinity Support with Digital Care here on our Community Forum with your service concern.  We are so glad to hear from you and want to assist in any way that we can to get this activated for you.  No worries!  We are a team of experts and we will have you up and running in no time.  Please feel free to shoot us a private message with your full name and complete service address so that we can get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3tGypru 

 • Click the "New message" (pencil 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

 •  - An "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

Visitor

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1 Message

2 m ago

Disney plus I already have a paid subscription. Now when I go to my Disney+ on my streaming it kicks me out. So I figured out how to sign in on comcast. However the remote does not function how it does for Netflix Hulu Amazon. I keep having to get a new password every time I switch to Disney. I can't just get a listing of all the movies after I watch one. I find I need to start all over again.

What the heck am I doing wrong? It doesn't recognize me!

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