Disney Bundle
klds914
Enthusiast - Level 2

I have had disney bundle for the last 2 years, I tried to log in to disney plus and to hulu and it's asking me to restart or upgrade my subscription and pay for it and it's included in my plan. Any idea on how to reactivate this? 

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29 Replies
vzw_customer_support
Customer Service Rep

Thank you for reaching out about your troubles with logging into your Hulu and Disney accounts. I know with Hulu I have occasionally seen the option to restore purchase but then below that there is an option to "Log In". Are you trying to access these on your tv or through the mobile app?

-Melissa

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jd135
Newbie

I’ve attempted a few calls to support about this but nobody seems to have an answer for me. The only account that lets me log in still is ESPN, Hulu doesn’t believe the account exists anymore and Disney+ has the same restart subscription message with no option to choose the Verizon plan. On the last call they even pulled in Disney support and neither of them could figure it out.

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vzw_customer_support
Customer Service Rep

I know my household would be in turmoil if Disney+ wasn't working, jd135. This is certainly odd that ESPN+ still works, but not the others. We definitely want to help take a look into this. Please be on the lookout for a private note from us, so we can better assist.

-Joseph

zuzulee1
Enthusiast - Level 2

The exact same thing happened to me a few days ago. Been working for years - and then all of a sudden it's asking me to "resubscribe" and add a credit card. I didn't change my email or my passwords or my Verizon plan. It doesn't matter if I'm on the TV, my phone or iPad - all the same message to re-subscribe. ESPN+ worked an extra day more than Hulu and Disney+, but now all three of them are asking me to re-subscribe.

This is BEYOND frustrating. Talked via chat with a rep for about an hour when it first happened who told me to make sure all my passwords were the same - which they were - and we eventually got disconnected.

I do not have the time to investigate. Any help would be appreciated. 

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vzw_customer_support
Customer Service Rep

zuzulee1, I'm sorry to hear you've had so much trouble with the Disney+ Bundle items. It's important we figure out what's going on, so you can keep benefiting from that bundle, and enjoy the value those combined services bring. I'm sending a Private Note so we can look further. 

-John

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zuzulee1
Enthusiast - Level 2

Wanted to give an update after speaking with Verizon and Disney + last night....

I know Verizon has submitted an escalation ticket on my behalf...but wanted to note here that I believe the issue is a disconnect between Verizon and Disney on what the correct Reference number should be on an eligible and approved  Disney Bundle account.

I gave Disney+ the reference number listed in my account which the Verizon agent confirmed. 

Disney + said that was NOT the correct reference number. They said it's a combination of letters and numbers - over 20 characters long. The one Verizon has listed in my account is 9 numbers only. Sometime in the last 7-10 days, this requirement must have changed since I had access the last two years now I don't. And Disney is claiming I don't have the correct reference number.

I feel the onerous is on Verizon to provide the correct parameters to Disney+ on their eligible customers. 

zuzulee1
Enthusiast - Level 2

Hello there - it's been about  a week since I logged the issue I'm having with Disney+ - as a reminder, I've talked to Verizon and Disney and a ticket was submitted for my issue.

Can I get an update on where the ticket is in queue?

 

Thank you. 

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NikkiMissPinky
Enthusiast - Level 1

We are all Verizon, customers you want to send private notes about the issue. More than 1 person needs the answer to, which is redundant to me. That's the whole reason of forum is to come in for answers. So maybe I can recieve a private note  my then i can figure out why my hulu account no longer  works. 

I just think it would be genius to put the problem. Or maybe a suggestion to the problem in the form to figure out what's wrong

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vzw_customer_support
Customer Service Rep

NikkiMissPinky, we want to be as transparent as possible when helping with issues with your Verizon account. Sometimes we need to ask for more personal account information that we don't want going around in a public forum, so we need to take things into a Private Message for your security. You're always welcome to post an update on the forum after a resolution with any information you think is relevant for others to read through. I hope this helps explain the reason for the Private Message.

 

For your Disney Bundle, is it showing as active on the My Verizon website or app under your perks?

~Jesse

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vzw_customer_support
Customer Service Rep

We're here to help. Let us know if you need assistance. ~Peter

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klds914
Enthusiast - Level 2

Already spoken to multiple people at Verizon. No one has a solution!! 

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vzw_customer_support
Customer Service Rep

We hear you loud and clear, and we want to help you take advantage of all available promotions to you. We would like to get additional details to further assist you. We sent a Private Note. ~Geo

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JCole1
Enthusiast - Level 1

I  am having the exact same issue.  I’ve spent 3 hours on the phone with with Verizon and  Disney over the past week or so to no avail. I also have an escalation ticket open, though now no one can seem to find it? While everyone has generally been very nice, it’s a complete cluster every time I call and no one seems to know what is going on or how to help me. 

vzw_customer_support
Customer Service Rep

JCole1,  my apologies to hear of the issues with your bundle but rest assured help is here. How are you attempting to access Disney? Are you seeing this on the mobile application? Please share details so that we may help. 

-Natasha

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vzw_customer_support
Customer Service Rep

JCole1, help is still if you are still in need of assistance for your Disney Bundle, please let us know. 

-Natasha

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JCole1
Enthusiast - Level 1

This issue continues. I’ve now spent almost 5 hours on the phone, had two supervisors promise to call me back (neither did), and every time I call  I have to go over everything again from the beginning. I’m caught in an endless loop of “support” with no support. Your private messages send me to the same call/chat options as I began with. What now?

klds914
Enthusiast - Level 2

Extremely frustrating and they don't have a solution. Their ONLY solution is to update my plan. Isn't that convenient??? Seems very suspicious that I haven't had ANY issues and the month I am out of contract, boom!!! 

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crystalburns77

I am having the same exact issue. I have not changed passwords, email address, Verizon wireless plans.. It's happening on all, TV, phone, etc.  

I tried to get onto Disney plus and it's asking for me to "resubscribe" and add a credit card. I've removed the app from the TV and redownloaded it. logging in again but same result. I have no issue logging into Hulu. 

Please help. I would like to get on to Disney plus which I've access for years. 

thanks

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vzw_customer_support
Customer Service Rep

crystalburns77 We're sorry to read about the issue with your Disney bundle and we're here to help. We'll be sending a private note. ~Peter

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dianeconger
Enthusiast - Level 1

Very similar complaint, without the Hulu. Apparently I've been paying for Disney Bundle since April 2022 and was not aware, ok that's on me for not checking my bill. When I try to initiate/sign in on my smart tv OR Disney+, I get a death loop of requests sign up for a plan, passcodes that go nowhere. I've reviewed everything I can find from Verizon knowledge base and get nowhere. At this point I'm back to wanting to call Verizon and yell at them for paying for something for a year without having access. Almost as bad as Cox.

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