EU portability - unable to watch D+

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1

Hiya

I recenlty moved to Poland (from UK). I have active D+ account but since today I am no longer able to watch D+ on my mobile, SmartTV and my laptop. There is a message, that D+ is not yet avaialable in the country I am based (that is correct, but my account’s origin is UK, same for payment)

Also, I am unable to browse D+ Help page. What happened? That is all unacceptable. Could you give either feedback, helpdesk phone no or return my money please?

PS I already tried to follow ‘existing customer login’ page as I did in past, but the message remains.

2

Quick reminder that the use of and discussion about VPN is not allowed. Thanks!

3

I’m in the same boat, as I explained in another post a little below yours.

There was a government regulated rule called the Cross - Border Portability rule.

It made streaming services in the UK give mandatory access to their customers even when they were travelling within the EU.

Since the UK is no longer officially in the EU as of today, this rule no longer applies.

Here’s the real kicker, though. Every platform is free to continue to provide and enforce the rule if they wish, which would be an amazingly pro - consumer move.

Disney chose not to.

I got in touch with their Live Chat help last night and the rep made sure to raise a case about it, because I was the 3rd person in the last hour he’d talked about this with.

Hopefully, enough people will complain so that D+ will overturn its decision, mainly because this isn’t a UK specific or UK centric service like the iPlayer for example.

As of right now though, I’m stuck in this awful predicament where I can’t have access for a service I prepaid for, and have full on 5 months left until it expires (went for the yearly discount), also not knowing when I’ll be back in the country because of Covid and all.

I know about dreaded three letter word, but I really wish I’d not have to fork an additional 60 bucks for something like that in the middle of a pandemic…

4

Is this related to Brexit stuff?

5

Same here, these are the replies I got from support:

https://imgur.com/a/5VJFF87

6

No worries, that is clear. I am not using any VPN.

7

That is why I strictly avoided mentioning it. But thanks for the reminder.

8

Clearly you broke your own rules regarding this

9

I got in touch with their Live Chat

That is the key challenge from my pov - I can’t event get in touch with their Live Chat lol (permanent redirect to ‘unsupported’ landing page).

10

Unfortunately, it is.

11

just managed somehow to connect with customer support (live human, not virtual assistant) over there. They obtained some informaiton, requested my email address, asked me to wait for couple of minutes … and chat closed. LOL

This is sad. The level of the customer support is a drama.

Here is an article describing that it should still work.

https://help.disneyplus.com/csp?id=csp_article_content&sys_kb_id=83c4e14bdbecc4100a2af56e0f961944

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https://help.disneyplus.com/csp?id=csp_article_content&sys_kb_id=83c4e14bdbecc4100a2af56e0f961944

’ Can I watch Disney+ when I am travelling abroad?

Yes, when you are abroad, you can watch your downloaded series and movies in offline mode. If you are abroad and online where Disney+ is available, you will also be able to stream content that is available in that country.

If you live in the EU, you can enjoy the version of Disney+ available in your home country while travelling within the 28 EU Member States or Norway, Lichtenstein, and Iceland. The version of Disney+ available in your home country is available only if Disney has verified that your home country is in the EU.

While travelling abroad in the EU, you may see a message that Disney+ is not available in your location. If you see that message, and we have verified your EU residence, you will still be able to access the version of Disney+ available in your home country by simply logging into your account .

How can I verify my home country?

​

  • I purchased Disney+ with a Credit Card or through iDeal directly on the Disney+ websiteIn this case, we have already verified your EU home country, and you can stream Disney+ in another EU country by simply logging in
  • I purchased Disney+ through PayPal or through Apple, Google, or another third-partyYou will need to perform a zero-auth transaction* to verify that your home country is in the EU. Please visit this page to complete the verification: https://www.disneyplus.com/portability

To learn more about downloading and watching offline, please see this article. If you have additional questions, please contact Customer Service at one of the channels below for assistance.

*A zero-auth transaction is a zero cost verification of your payment method, which allows us to confirm your location of residence in the EU. The payment method used for verification will not be charged.’

​

So I purchased Disney+ with a Credit Card when I was still living in UK, so they have already verified UK was my EU home country (March 2020), and I should be able to stream Disney+ in my current location.

13

Understood, but what can I do now with this? Are there any plans about this?

Also, is there any option to get money back? How do I do that?

Also, why Disney did not notice their users abroad UK about this before? Disney charged me late December for next month and I was left alone. That is a bit shame.

14

Tried it today again in Greece, where Disney+ is not available, with my UK subscription, and looks like it works! Thanks Disney for following the example of other streaming platforms! :party_popper:

15

The final result is that they seem not to care about their customers leaving UK. The only option is to refund and cancel subscription.

As it turns out, due to Brexit, the UK is no longer part of the European Union and therefore, there is no longer portability for UK customers in Europe.

16

I advise you to contact Disney via https://help.DisneyPlus.com/csp.

I honestly don’t know why they didn’t. But I guess none of the current streaming services did.

Edit: I see that you cannot access the help page. But that shouldn’t be region restricted.
Edit 2: Removed some false information.

17

Great news! Hope it will work in other EU countries soon.

18

I was afraid this would be their solution. I think Disney is not the one to blame, though. Sure, they should’ve communicated it better, but they just follow the new Brexit regulations. A lot will change (or is changed) for UK citizens in both good and bad ways.

I am very sorry for your troubles, and I hope Disney will launch in other European countries soon so that you can enjoy Disney’s content again.

19

But I guess none of the current streaming services did.

actually my dazn.com subscription still works. But they went worldwide recenlty, maybe that is the case.

​

Edit: I see that you cannot access the help page. But that shouldn’t be region restricted.

Yeah, that is strange indeed. Perhaps some geolocation or other bug.

20

Judged it too fast.
It just works on my android phone, and cannot cast it on chromecast. It does not work on my ipad.