Disney + Issues logging on

[martinmou]

Try to log on to disney +

Shows error code 1026 auth service init failure then says exit

done all the usual unplug and restart still the same

What do i do now?

[stereohaven]

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@martinmou wrote:

Try to log on to disney +

Shows error code 1026 auth service init failure then says exit

done all the usual unplug and restart still the same

What do i do now?

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There is quite a big thread of customers with similar issues here: Sky Q - Disney+ Error Code 1026 

Seems the answer is "nothing with Sky" as all usual troubleshooting you can do on Q has no effect.

Check out the Disney+ help for this issue here: https://help.disneyplus.com/en-GB/article/disneyplus-error-1026 

Work through their recommendations and use their chat/support if needed.

I've used them for similar issues and they are very easy to talk too and they often have to make changes to your account like delete IP addresses etc. to get Disney+ going again. They do not have access to your Sky account, the changes are all app related.

[thatisi]

Thanks for this @stereohaven! The initial help page wasn't very (as usual, it's for simpler things) but the contact details were spot on.  Called Disney+, a human answered the phone, and explained that it's being caused from a broadband / fiber optic maintenance issue causing the IP range to change.  So D+ is thinking someone's in the account that shouldn't be.  They just have to update the IP range and then I logged back in to my accounts as normal.  All good. 

[martinmou]

you were right . Disney + are really really helpful. An example to others..

They told me that the issue was that their system didn't recognise the Reference number that SKY was sending.

They told me to call SKy and get the "Reference Number of the Activated Disney + account"

I did .

Three hours later I was still talking to SKY - who said they didn't recognise what I wanted and couldn't give it to me.

I gave up I'm afraid . I find SKY very hard to deal with

I will regroup and try again

[stereohaven]

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@martinmou wrote:

They told me to call SKy and get the "Reference Number of the Activated Disney + account"

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As I understand it (I actually got this info from sorting out HBO Max with EE), there is some sort of customer ID or reference number that sits behind a number of these apps that needs to align (using the same email address is key), otherwise you get issues.

Not everyone knows this in large organisations, let me escalate your post to the community support team to see if they can help. Look out for a reply from them and an offer to chat via special message bubble that will appear here.

But be quick, it is only available for 48 hours I think.

[Danz994]

Good morning @stereohaven Thanks for making us aware of this. I'll send @martinmou an invite now and we can take a closer look into this. Thanks, Danielle