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ssminnow912
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Monday, January 24th, 2022 11:36 PM

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Disney+ on a Firestick does not work

I use a Firestick, Disney+ was working and now its not. I have done all the troubleshooting I can, I eliminated everything except Xfinity. I can confirm the Firestick and Disney+ work when connected to a hotspot. I'm at a loss with why it can't connect while on xfinity network.

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4 years ago

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CCAmir

Gold Problem Solver

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7.2K Messages

5 years ago

Hi ssminnow912, thanks for reaching out to us here with this concern. We are more than happy to help you with getting your app working properly. To better asisst you can you please tell us if you're getting an erorr message while trying to sign in? 

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ssminnow912

Visitor

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9 Messages

@XfinityAmir​ yes I get error 142 primarily. I have tested this same firestick using a hotspot and eliminating my home wifi and Disney+ works. I have spoken to 2 agents and no luck with either. It’s not the firestick or Disney+ as the hotspot test proved that. Something on router is blocking.

5 years ago

0

CCAaron1

Problem Solver

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954 Messages

Let's get your account pulled up so we can directly troubleshoot the issue you are having. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • Click the direct message 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 
  • Type your message in the text area near the bottom of the window 
  • Press Enter to send your message 

I no longer work for Comcast.

5 years ago

0

user_bb801b

Contributor

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167 Messages

5 years ago

What happens if you remove Disney + and then download a fresh copy of the App?

 

 Sounds like you agree its App specific and assuming the remaining Apps on the stick working fine, that's likely the issue.

Amazon may be able to help with returning Firestick or other guidance if the issue is indeed attributable to Amazon App Store installed App having issue.

 Just my .2 cents.

 

Thanks and good luck.

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ssminnow912

Visitor

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9 Messages

5 years ago

It’s not an app issue, as I stated the stick and the app work just fine on a Verizon hotspot it just doesn’t work on the Comcast home wifi. 

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ccRuben

Retired Employee

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729 Messages

Here are detailed steps to direct message us:  

 

  • Click "Sign In" if necessary 
  • Click the direct message 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 
  • Type your message in the text area near the bottom of the window 
  • Press Enter to send your message

5 years ago

0

EG

Expert

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119.6K Messages

5 years ago

Two things that you can try.

1. Try disabling the Xfi Advanced Security feature as a work-around for now and see. It's buggy ! And there is currently no way for an end-user to be able to whitelist anything;


To disable the Advanced Security feature in xFi, select the Account icon from the top-left corner of the Overview tab on the xFi app and then select xFi Advanced Security. From here, select Disable under xFi Advanced Security and follow the on-screen prompts.


https://www.xfinity.com/support/articles/xfinity-xfi-faqs 

2. The two WiFi bands have recently been combined into one with the Comcast gateway devices. Some devices get confused and don't know how to see / talk to combined bands.


If you are not using any Xfi Pods, you can try separating the 2.4 and the 5.0 bands and give them two different broadcast names / SSID's;


https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi 


Associate it with the 2.4 or the 5.0 (whichever one works) band's SSID (broadcast name) and password.

YMMV. Good luck !


 

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ssminnow912

Visitor

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9 Messages

5 years ago

I don’t use pods and my network is already separated by the bands. Advanced security is off because it was interfering with Microsoft Teams and Sharepoint for work.

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CCAmir

Gold Problem Solver

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7.2K Messages

Thanks for these details, do you have issues with any other apps on your Firestick? Have you tried Disney+ on a different device while connected to the internet? 

I no longer work for Comcast.

5 years ago

0

EG

Expert

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119.6K Messages

@ssminnow912​ 

O/k good enough. It was worth a shot. Sorry that it didn't help. Please continue to work with the Xfinity Support team employees here. Good luck with it !

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark as Best Answer!tick

5 years ago

0

ssminnow912

Visitor

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9 Messages

All other apps work. Also tried a new firestick with exact same result. Verizon hotspot works great.

5 years ago

0

ssminnow912

Visitor

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9 Messages

Is there a way to turn off IPv6?

5 years ago

0

CCAaron1

Problem Solver

 • 

954 Messages

I would love to get your account pulled up so I can help you better. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • Click the direct message 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 
  • Type your message in the text area near the bottom of the window 
  • Press Enter to send your message 

I no longer work for Comcast.

5 years ago

0

EG

Expert

 • 

119.6K Messages

4 years ago

@ssminnow912 @XfinityPeterH 

Please circle back here and post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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ssminnow912

Visitor

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9 Messages

there is not solution so I’m still hoping for assistance.

4 years ago

0

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