disney/hulu login in problems

II canceled my old Disney+/Hulu subscription and added it to my Xfinity bill in hopes of managing all my subscriptions in one place. Unfortunately, it's been over a month, and I still don't have access to Disney+ or Hulu.

I've contacted Xfinity multiple times, but they keep creating support tickets that eventually get closed without resolving the issue. I even contacted Disney+, and their support team did their best to help me troubleshoot and figure out what was going on.

The biggest problem is that I have no way to activate the subscription. None of the activation links work. I've also tried signing in directly to Disney+ and Hulu, but both services prompt me to purchase a subscription instead of recognizing the one I'm paying for through Xfinity. When I go to my subscription page it doesn't even give me a button to "activate" but I'm still getting all the emails that state that I need to activate it.

From what I've seen, this appears to be a common issue with Xfinity, yet I haven't been able to get any meaningful help to fix it. At this point, I'm seriously considering switching to another provider that can actually resolve customer issues and deliver the services I'm paying for.

Here's a link to a reddit page. The image shared is the excect thing I see on my own screem. And before any one asks, no I do not have an active subscription with Disney+/Hulu that might be causing problems.

https://www.reddit.com/r/Comcast_Xfinity/comments/1tzh212/unable_to_activate_disneyhulu/

Responses

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XfinityTommy

Official Employee

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2.9K Messages

6 days ago

user_sfkxl3 Good morning! Thank you very much for the post. Our team is happy to help explore getting this sorted out. Typically, if the option to activate doesn't appear next to the streaming service, it means your subscription is already active. You should be able to open the Disney+ or Hulu app on your TV box and sign in using your My Disney credentials. If you have multiple Xfinity accounts, make sure your primary account is set as default. Which specific device are you using (X1, Flex, Smart TV, or mobile app)?

user_sfkxl3

Visitor

•

2 Messages

I have attempted to log in using my Xfinity credentials on both my phone and laptop, but I am repeatedly informed that there are no active accounts associated with my information.

I have also contacted Disney directly, and they confirmed that there are no active Disney+ accounts associated with my email address or username. Despite this, I continue to receive emails instructing me to activate Disney+. However, when I click the activation link, I am redirected to a subscription page with no option to activate the service.

I have also tried logging in directly to both Disney+ and Hulu, and neither works. As I have stated multiple times, the issue is that the account has not been activated. I do not have a valid activation link, and the service is not active.

At this point, I am extremely frustrated. I continue to receive the same responses, which do not address the actual problem. It feels as though no one is listening to what I am explaining or taking the time to investigate the issue. I would appreciate a thorough review of my account and clear instructions on how to properly activate the Disney+ and Hulu services included with my Xfinity subscription.

5 days ago

XfinityJustinC

Official Employee

•

2.4K Messages

@user_sfkxl3 thank you for answering the questions, and all the information you've provided. It's definitely not our intention to make it a frustrating experience, and the questions are asked because the Xfinity Forum is a community gathering spot and others may find things that help when searching for similar issues.

Since the log in doesn't work when attempting to go directly to Disney + and Hulu I'd definitely like to continue troubleshooting and the next steps are more than likely going to lead to opening a ticket for our advanced support team. Some of the information we need when submitting those are the devices being attempted and if attempted to log in directly, and that is why those are asked to make things easier if needing to do this step.

I'll need to gather some information that we don't want here in our public conversation. Could you please send our team a direct message with your full name and full address?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "Start new message" (pencil and paper) icon

• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

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5 days ago

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user_sfkxl3

disney/hulu login in problems

XfinityTommy

user_sfkxl3

XfinityJustinC

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