topic Re: Problems with Disney+ “household” on Sky Q in Sky Q

Problems with Disney+ “household” on Sky Q

stereohaven — Mon, 20 Apr 2026 20:28:55 GMT

Is anyone else experiencing constant problems with Disney+ asking if you are watching from somewhere else and stopping you from accessing the app?

I understand that Disney use IP addresses and other tools to determine what a "household" consists of and where devices should be located. When I try to manage devices in my Disney+ account, almost all of them show correctly as being in or near Guildford (not quite where I live but close enough as we have a GU postcode).

But Sky Q devices show as Buxton in Derby.

This means that I am now locked out of Disney+ and when I try and talk to them via live chat, I end up getting cut off... 🤖

Is anyone else having similar issues?

I have asked this question on the EE community as I have EE Broadband and I know they use a Dynamic IP, but a) they haven't answered/don't know and b) that doesn't explain why every device lists the location correctly apart from Sky Q.

Re: Problems with Disney+ “household” on Sky Q

nigea99 — Mon, 20 Apr 2026 20:34:23 GMT

@stereohaven wrote:

Is anyone else experiencing constant problems with Disney+ asking if you are watching from somewhere else and stopping you from accessing the app?

I understand that Disney use IP addresses and other tools to determine what a "household" consists of and where devices should be located. When I try to manage devices in my Disney+ account, almost all of them show correctly as being in or near Guildford (not quite where I live but close enough as we have a GU postcode).

But Sky Q devices show as Buxton in Derby.

This means that I am now locked out of Disney+ and when I try and talk to them via live chat, I end up getting cut off... 🤖

Is anyone else having similar issues?

I have asked this question on the EE community as I have EE Broadband and I know they use a Dynamic IP, but a) they haven't answered/don't know and b) that doesn't explain why every device lists the location correctly apart from Sky Q.

hi @stereohaven

I am with BT and don' t have any problems

Edit : oops didn't think my reply through - I don't use the SKY Q app (other than the odd test when someone raises problems) - so my response is based on Firestick & PC apps so may not be relevant

Re: Problems with Disney+ “household” on Sky Q

stereohaven — Mon, 20 Apr 2026 20:35:33 GMT

No matter what they offer you, never leave for EE, it isn't worth the hassle! 🤣

Re: Problems with Disney+ “household” on Sky Q

nigea99 — Mon, 20 Apr 2026 20:36:46 GMT

@stereohaven wrote:

No matter what they offer you, never leave for EE, it isn't worth the hassle! 🤣

Sorry I meant to say EE (force of habit saying BT) -

BTW did you spot my edit

Re: Problems with Disney+ “household” on Sky Q

stereohaven — Mon, 20 Apr 2026 20:41:47 GMT

Yeah and as annoying as EE are, I cannot see how the vast majority of devices would pick up the correct location from the hub and only the Sky boxes don't.

Well, sometimes the Xbox doesn't either, but the Q boxes consistently say they are in Derby when I am over 200 miles away!

Just got kicked out of Disney Support again...

Start chat and then it dies…

Problems with Disney+ “household” on Sky Q

cuke — Tue, 21 Apr 2026 09:10:58 GMT

@stereohaven wrote:
Is anyone else experiencing constant problems with Disney+ asking if you are watching from somewhere else and stopping you from accessing the app?

I understand that Disney use IP addresses and other tools to determine what a "household" consists of and where devices should be located. When I try to manage devices in my Disney+ account, almost all of them show correctly as being in or near Guildford (not quite where I live but close enough as we have a GU postcode).

But Sky Q devices show as Buxton in Derby.

This means that I am now locked out of Disney+ and when I try and talk to them via live chat, I end up getting cut off... 🤖

Is anyone else having similar issues?

I have asked this question on the EE community as I have EE Broadband and I know they use a Dynamic IP, but a) they haven't answered/don't know and b) that doesn't explain why every device lists the location correctly apart from Sky Q.

Have you a tv app you can try? When I had this with all my devices, despite there being nothing wrong with my location, their first question was 'do you use a vpn'? I do on my desktop pc but my location was showing as in the uk. Anyway they ask for my ip address, the one the isp uses, reset something their end and it's been fine ever since.

However I still get incorrect location randomly with SkyF1 videos on their website, but nothing else.

Re: Problems with Disney+ “household” on Sky Q

stereohaven — Tue, 21 Apr 2026 11:00:20 GMT

@cuke

No issues using the app on either LG TV or an Apple TV 4K, they all show as the correct location on Disney+ "Manage Devices".

No VPN or anything else being used, devices are a mix of WiFi and Ethernet to the Smart Hub Plus.

The youngest has just hit "I'm away" every time they get the message and now I cannot update the Household or state I am away on any Sky device.

Re: Problems with Disney+ “household” on Sky Q

Chodley — Wed, 22 Apr 2026 06:46:39 GMT

All residential ISPs use dynamic IPs unless you pay extra to a specialist.

Super weird that one device is coming up with a different geolocation than others on the same network.

Re: Problems with Disney+ “household” on Sky Q

stereohaven — Wed, 22 Apr 2026 06:27:16 GMT

@Chodley wrote:
All desidential ISPs use dynamic IPs unless you pay extra to a specialist.

Zen include a static IP address as standard, another reason for me to choose them when my EE contract expires it seems.

@Chodley wrote:
Super weird that one device is coming up with a different geolocation than others on the same network.

Yep and I can't blame Sky because the Xbox does it too, just nothing else. Weird.

Oh well, I just won't watch Disney+ on those devices.

Re: Problems with Disney+ “household” on Sky Q

Chodley — Wed, 22 Apr 2026 06:50:19 GMT

IPv4 vs v6 support on different devices maybe?

Re: Problems with Disney+ “household” on Sky Q

stereohaven — Wed, 22 Apr 2026 06:53:26 GMT

@Chodley wrote:
IPv4 vs v6 support on different devices maybe?

Could well be, most of the other devices are newer.