Disney Plus Bundle Not Activating

I am at a loss. I upgraded my xfinity plan on APRIL 1 this year meaning it has now been over a month since I changed my plan to the gig speed with peacock and disney/hulu bundle included. No matter what I do, the Disney/Hulu bundle will not activate. Every single time I click the activate button, I am prompted to sign into Disney, and when I do, I am stopped with an error message that says "Manage Subscription to Complete Activation" nothing is making it go through, I have spoken with so many customer service reps, I have even spoken with Disney customer service, I have tried on different devices, I have cleared cookies and cache, I have tried incognito windows. It seems I am not the only customer who is facing this issue either and it is incredibly frustrating that it has now been over a month since I upgraded my plan yet I have been stuck unable to use one of the main perks that I signed up for. What can be done about this??

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XfinityChristy

Official Employee

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2.8K Messages

25 days ago

sala_brand95 Hello and thank you for reaching out via our Xfinity Community Forums. I’m sorry you’ve been dealing with this for so long. I can understand how frustrating it is to upgrade your plan for the Disney and Hulu bundle and not be able to use it after a month, especially after trying so many steps and reaching out for help. I want to help get this working for you. Issues like the “Manage Subscription to Complete Activation” message can happen when the subscription link between accounts does not complete, and we can take a closer look at that with you.

To better understand what’s happening, can you share if you’re signing in with an existing Disney account or trying to create a new one during activation? Also, are you seeing the bundle listed as included on your Xfinity account when you check your plan details? Have any of the agents you spoke with confirmed if the feature is fully active on our side?

If you’re open to it, I can review this further and help get everything aligned, so you can access your bundle. Just let me know what you’re seeing on your end, and I’ll continue working through it with you here.

sala_brand95

Visitor

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3 Messages

Hello,

Yes I would like you to help me with this because it has been beyond frustrating.

I have attempted both, signing in with an existing Disney account and creating a new account just for the sake of trying to get it to work but they both end up with that same error message. Neither the existing or the new Disney accounts have any active subscriptions, which is why the message is all the more confusing.

I do see the Disney bundle listed on my monthly bill under the "regular monthly charges" section, as well as I am paying $7 extra for it when it is normally included for free but I wanted to pay for premium so I would not get any ads. So this has now been over a month I am getting charged for this service I am unable to access. It also pops up under my xfinity.com/yoursubscriptions page with the purple activate button, but this never works. I always receive the error message no matter what.

I have spoken with so many agents, nobody seems to know what the problem is. I don't believe any of them have ever told me that the feature is fully active on your side. They have only ever sent me the activation link over and over again resulting in the same error.

I would be very relieved if you'd be able to help get everything aligned and up and running.

25 days ago

XfinityChristy

Official Employee

•

2.8K Messages

@sala_brand95 I’m really sorry you’ve had to deal with this for so long. I understand how frustrating it is to be charged for something you can’t use, and I appreciate your patience. Based on what you shared, this looks like the subscription is not fully syncing on our side. Since you’ve already tried all activation steps, the next move is for me to review the account and fix it directly. I’ll check if the feature is fully active, remove and re-add it if needed, and escalate if it’s stuck. I will also review the charges for the time you were unable to use the service.

Please send me a direct message with your full name and service address, so I can get started.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• 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’m here to help and will work to get this resolved for you

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25 days ago

sala_brand95

Visitor

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3 Messages

Okay, thank you. I have sent the message

25 days ago

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