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Anonymous
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Message 1 of 11

Disney+ Not Working Through BT Smart Hub

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): 

C5931109-12DC-4065-8C3F-B0FD9A6ECB8C.jpeg

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

7A67AA63-5DB5-4E95-B7F6-E01FAA1B407B.jpeg

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

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Message 2 of 11

Re: Disney+ Not Working Through BT Smart Hub

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-
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Anonymous
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Message 3 of 11

Re: Disney+ Not Working Through BT Smart Hub

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.

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Message 4 of 11

Re: Disney+ Not Working Through BT Smart Hub

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.
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Anonymous
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Message 5 of 11

Re: Disney+ Not Working Through BT Smart Hub

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

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Message 6 of 11

Re: Disney+ Not Working Through BT Smart Hub

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

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Anonymous
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Message 7 of 11

Re: Disney+ Not Working Through BT Smart Hub

Here’s a speed test from my Xbox:

B8FC5D52-1A4A-451C-B049-9EDD05EB8564.jpeg



 

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Message 8 of 11

Re: Disney+ Not Working Through BT Smart Hub

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.
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Anonymous
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Message 9 of 11

Re: Disney+ Not Working Through BT Smart Hub

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

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Message 10 of 11

Re: Disney+ Not Working Through BT Smart Hub

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.

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