This topic

Disney+ Not Working Through BT Smart Hub

Anonymous — Thu, 24 Dec 2020 04:30:58 GMT

Hi, I have an Xbox One S. I’m trying to subscribe to Disney+, but it’s not working. It doesn’t work over Ethernet or Wi-Fi. I’ve power cycled my Xbox One numerous times, reinstalled the app and it still doesn’t work. Strangely enough though, it works over 4G. Please can someone help me? Thanks.

This is my internet speed:

This is what happens over Wi-Fi (I didn’t take a video for Ethernet but it’s exactly the same): https://youtu.be/eLVwK_9fJOQ

This is what happens over 4G: https://youtu.be/gS4UtYrQ_eI

Edit: I factory reset my router, and received this message, even after pressing try again (despite the Xbox being connected to the Internet, as I was able to open my friends list):

Then, after restarting the app, I got the regular error message:

Sorry about the photos being sideways, this only happened once I uploaded them.

Edit 2: Just found another Smart Hub, exact same issue. I can’t find anyone else with this issue though on the forum. Here it is with the second Smart Hub: https://youtu.be/GyCn_zKx7A4

Re: Disney+ Not Working Through BT Smart Hub

DarrenDev — Thu, 24 Dec 2020 07:14:37 GMT

Just a guess, but you could try turning off Smart Setup on the hub.
https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off-

Re: Disney+ Not Working Through BT Smart Hub

Anonymous — Thu, 24 Dec 2020 16:13:43 GMT

Hi, smart setup is already off.

Not sure why my post has been moved as I don’t subscribe to BT Sport or BT TV.

Re: Disney+ Not Working Through BT Smart Hub

DarrenDev — Thu, 24 Dec 2020 17:12:00 GMT

Sounds very strange. Do other apps on your Xbox One S work ok?
What if you visit fast.com from the web browser on it? What does that report?
We don't specifically support Disney+ but their forums suggest error 42 just means the connection is too slow.

Re: Disney+ Not Working Through BT Smart Hub

Anonymous — Thu, 24 Dec 2020 17:31:50 GMT

All other apps work fine. https://ibb.co/HdmYmNS

Re: Disney+ Not Working Through BT Smart Hub

DarrenDev — Thu, 24 Dec 2020 19:40:03 GMT

Whilst I get that the speed from your iPhone is fine, it would be good to see what your Xbox sees

Re: Disney+ Not Working Through BT Smart Hub

Anonymous — Thu, 24 Dec 2020 22:21:36 GMT

Here’s a speed test from my Xbox:

Re: Disney+ Not Working Through BT Smart Hub

DarrenDev — Fri, 25 Dec 2020 04:16:26 GMT

Ok cool, so at this point you've proven everything is fine from a broadband perspective. You'll need Disney's help now to find out why their app doesn't work.

Re: Disney+ Not Working Through BT Smart Hub

Anonymous — Fri, 25 Dec 2020 22:49:20 GMT

But it’s working fine over 4G so it must be a BT problem?

Re: Disney+ Not Working Through BT Smart Hub

zulu17 — Fri, 25 Dec 2020 23:27:30 GMT

see this thread

https://community.bt.com/t5/Home-setup-Wi-Fi-network/Xbox-One-and-BT-Smart-Hub-2/td-p/2036722/page/2

where an EE user has posted a link about port forwarding.

Re: Disney+ Not Working Through BT Smart Hub

DarrenDev — Sat, 26 Dec 2020 04:24:38 GMT

You've proven that the broadband from your Xbox is working fine, so there's nothing more BT can do to assist with this unless Disney provide any specific requirements that they may have. Contacting Disney is the best route to identifying the fault - it may be something they already know about. If it's something common to BT users then we can also then brief our helpdesks on it and provide a help article for it.
As for port forwarding - if that is a genuine requirement then I'd be very surprised. Microsoft should have set it up with UPnP if that were the case.