I am in the same situation as many others in that I signed up for the Verizon / Disney+ promo and am wondering when this will be resolved. I created a login and password on Disney Plus and it does not recognize my email or the promotion. So, they offer to start trial and show me the billing rates. Seems many others are similarly frustrated and reached the same conclusion. Verizon customer service was not able to assist me. They provided me the number to Disney Plus and a reference #. Disney refers you back to Verizon. So far, this is a very poorly designed promotion and the marketing is suspect. Btw, I have refreshed my desktop browser, and deleted/reinstalled the app on my phone to see if that will help to no avail. I will wait 48-72 hours for resolution and then will cancel this promotion from my Unlimited account and post my findings accordingly. For the amount I pay monthly for a full Unlimited family account I expect better from Verizon.
Help is here for you! We want you to receive all that you qualify for. I apologize for the trouble you are having. Can you provide details regarding your experience? Is this the first time you are taking advantage of the promotion? I ask because we previously offered Disney+ in the past. If you claimed a a previous offer, you would not be eligible for the current one. We are here to help.
@TV19 wrote:
mama23dogs - Sr.Leader
I do not see "add ons or entertainment" after I log into My Verizon Account (Wireless) and then Account. Recieved reference # for my call with customer service this morning. Please advise.
Are you on an account eligible free Disney+ ? Legacy plans are not.
mama23dogs - Sr. Leader,
I was using my verizon wireless/my account on a desktop. Using it through my phone I now see the account>add ons> entertainment. However, using the link provided to finish setting up my account on Disney+ it still presents the billing rates and will not allow me to finish setting up my profile without subscribing and providing a credit card.
Is that required, and if so, will the 6.99 monthly charges be deleted?
Also, How do I know if I have a legacy account?
Thank you,
T
BTW, mama23dogs - Sr Leader
Something to note, as I logged out of the Disney+ app on my phone, it brought me to a Redeem Your Code screen and the code pictured was highlighted in Red. It stated "this code cannot be redeemed. You may have already redeemed it. To check, log in to https://www.disneyplus.com/account."
Could something have happened to my redemption code and that is why Disney is not allowing me to log in without paying? Can a new one be issued to me?
Thanks,
T
The old unlimited plan from 10 years ago isn't eligible. Only the more recent unlimited plans (last 4 years)
Okay, my Unlimited Family Verizon Wireless Plan is from the last year or so. So, it should not be a Legacy plan then.
Please advise on how to resolve this issue.
Thank you,
T
It's our priority that all customers are properly informed about the eligible unlimited plans for the current Disney+ promotion. Please review item number 1 under the "Eligibility and sign up" section. https://www.verizonwireless.com/support/disney-faqs/
GeovannJ_VZW
All your FAQ's do is repeat the steps that cause the problem. You don't actually troubleshoot the issue. The problem is a MACK file called OST224799 that needs to be filled out manually if the user cannot create an account through the app. My Disney+ support rep told me this and it fixed the issue immediately.
This is what I had to do, so the promo would work. Do not agree to the 1-week free trail!
How did you get it to work without agreeing to the 1 week free trial then? use the year purchase?
rcrose,
Disney+ is a great way to pass the time these days, and I'm sorry to hear there are issues getting the promotion up and running. To begin, were you able to successfully add the promotion within your My Verizon account? Steps for registration are in the link below, under the 'Eligibility and sign up’ section, question #2: http://spr.ly/66051tjDb.
Also, are you on one of the qualifying plans? This is shown in the same section of the link, but question #1. We'll be standing by to assist further, as needed.
RyanC_VZW
your instructions are incorrect... you state for the website select plan...then addons...there is not addons under the plan... And, when you do work around this misinformation...it doesn't work ..just errors out trying to addit.
We appreciate your feedback and will lift that up.
Are there any other issues that you need help with?
GinaU_VZW
I am ready to weep. I have been working on my Disney+ problem for more hours than I care to think of. I've spent so much time live-chatting with customer service people who have clearly wanted to help, but just as we seem to be getting somewhere, my session times out or the agents disappear. Like others, I've found the add-ons list impossible to depend on; there seem to be different add-ons for different days. When I finally track down the right list of add-ons (Disney+ promotion, not Disney bundle), it says that my Disney+ account is activated and that I should proceed directly to Disney+. And every time, on arriving at Disney+, I am told that I have to buy a subscription. Obviously, this is not the most important problem in the world, but it would make the current situation a little brighter if I could just solve this problem and be able to do something new and different -- like watch Hamilton or Black Panther or any of the documentaries from National Geographic. I feel cheated and frustrated.
Hello, Tourmaline8. We are here to help! We are sending you a Private Note to continue working with you. CourtneyM_VZW
I had the same issue, and this is how it was resolved: Call Verizon Customer Service (yes you may be on the phone for hours). Ask them to open a ticket with the "escalation team". The ticket should state that a new Disney+ subscription needs to be added to your account.
Three weeks, four representatives, one supervisor, eight phone calls, one escalation, sixteen downloads/uninstalls/ restarts/cache & data clears, and countless apologies... AND STILL NO DISNEY PLUS! They swear they will call you back and keep you updated, but IF you're lucky you get a single call or text before you're forgotten about again. Not that customers can do a thing about it, but see how fast Verizon will act if the customer doesn't pay on time! No customer should be treated this way, let alone a customer of TWENTY FIVE YEARS! I respectfully request that Verizon saves the obligatory apology reply and just fix the issue.
CynthiaNJ,
I know your time is available and I definitely don't like to hear that a 25 year customer has had so much trouble getting Disney+ to work. We want to make sure you can enjoy this very soon. We're glad to help. What happens when you try to sign up for this? What did the last person you spoke with advise are the next steps?
AndrewT_VZW
I'm having the same issue. We signed up for three years of Disney+ before it was released. After launch, I tried to add the free year from Verizon. When I log into my Verizon account, it says I am enrolled in the free year. But when I log in to my Disney+ account and look at the billing details, it still just has the 3 years we already paid for, with no mention of the Verizon promotion. Not sure how to link the free year I enrolled in to the existing account. Any help?
I have run into a similar issue. In attempting to setup my disney promotion subscription I followed the instructions only to find out it had ready been activated on my verizon account. Only the owner or a manager is apparently able to activate it and neither my nor my husband had. In calling verizon they simply gave me a reference number and had me call disney plus. Whom knew nothing either. Unsure of how it was activated no one knows how to access the disney account that was set up through the reference number provided. One would assume those minor details would have been worked out prior a promotion subscription being offered to verizon. One company just refers back to the other company. Nothing gets solved. As a paying customer of more then 6 lines and quite the large bill every month I expected more from Verizon then a run around.
Mmoulton0915, We understand how popular the Disney + promotion is and we want you to be able to enjoy it. Did you try signing up from the app or online?
TrinetteW_VZW
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