Issues with disney +

[#1]

Ok. Sorry will delete

[#2]

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@nbhamilt wrote:

yup, me too. Di9sney + and Netflix both thought i was in US. Disney fixed their end for me after chatting online and they reset their database. Netflix not so much. but this must be a plusnet error

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NO, @nbhamilt - it is not a Plusnet error - as stated above, that range has been UK registered for well over 12 months, as a check on many reputable databases will show -  it is Disney/Netflix who have got wrong - again!

[#3]

Bloody netflix is insisting i get Plusnet to reset my Ip address...

[#4]

With no insight into their actual process, I can see how there may be confusion given the range still shows in various lookup services to be registered to BT Americas. It would probably be better for the admin to be fully updated. In particular the abuse records seem to point to a contact in America.

I mainly came to report that I used the chat with Disney and they are able to fix my single IP address fairly quickly.

It would be nice if my ISP could contact them on their customers' behalf, no matter who is causing the issue.

[#5]

Yup, they will only deal with an ISP to sort it ( at least, according to their support page -  https://help.netflix.com/en/node/26100 )

[#6]

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@sunnysideal wrote:

It would be nice if my ISP could contact them on their customers' behalf, no matter who is causing the issue.

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Plusnet DID spend considerable time on this he it first arose last year, why they would or should spend more time correcting someone else's error is beyond me.

[#7]

To provide service to their paying customers and help a bit? Seems likely that as I was able to sort mine out without too much issue with Disney, a small amount of effort on Plusnet's part could ease this for many joint customers.

Or is customer service dead these days?

[#8]

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@jab1 wrote:

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@sunnysideal wrote:

It would be nice if my ISP could contact them on their customers' behalf, no matter who is causing the issue.

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Plusnet DID spend considerable time on this he it first arose last year, why they would or should spend more time correcting someone else's error is beyond me.

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Some companies, Netflix, for example, will only accept such updates from an “authority”, such as an isp. 

[#9]

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@sunnysideal wrote:
To provide service to their paying customers and help a bit? Seems likely that as I was able to sort mine out without too much issue with Disney, a small amount of effort on Plusnet's part could ease this for many joint customers.

Or is customer service dead these days?

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As I said above, PN did spend a considerable amount of time sorting this last year - it isn't their fault if Disney/Netflix can't use the correct geo-location data bases - after it  was solved in  the past.

@ItsAlwaysDns As said this issue was solved last year, it is not ISPs responsibility to correct (again) . their incompetence.

[#10]

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@jab1 wrote:

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@sunnysideal wrote:
To provide service to their paying customers and help a bit? Seems likely that as I was able to sort mine out without too much issue with Disney, a small amount of effort on Plusnet's part could ease this for many joint customers.

Or is customer service dead these days?

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As I said above, PN did spend a considerable amount of time sorting this last year - it isn't their fault if Disney/Netflix can't use the correct geo-location data bases - after it  was solved in  the past.

@ItsAlwaysDns As said this issue was solved last year, it is not ISPs responsibility to correct (again) . their incompetence.

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I didn’t say it was their responsibility, but some companies don’t accept corrections to the geo db, unless it’s from an authority, such as an isp.

[#11]

Are you an employee John, very defensive about BT/Plusnet.

If someone at the ISP that I pay monthly can spend a relatively small amount of time smoothing things out with a couple of massive content suppliers to make life easier for a chunk of their paying customers, why on earth would they choose not to? Does it really matter where the fault lies?
If I took the attitude of it's not my fault so I'm not helping in my job I'd be shown the door.

[#12]

But this issue was solved last year - why have Disney/Netflix 'unsolved' it?

[#13]

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@sunnysideal wrote:
Are you an employee John, very defensive about BT/Plusnet.

If someone at the ISP that I pay monthly can spend a relatively small amount of time smoothing things out with a couple of massive content suppliers to make life easier for a chunk of their paying customers, why on earth would they choose not to? Does it really matter where the fault lies?
If I took the attitude of it's not my fault so I'm not helping in my job I'd be shown the door.

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No, I don't work for PN/BT - or anyone - I've been retired for a long time, but I have spent a hell of a long time in IT and I see the incompetence which is obvious here.

This issue was solved last year -Disney/Netflix have 'unsolved' it, so rectification is down to them.

[#14]

We've got an incident raised on this and a case open with the geo location service that Disney/Netflix use.

Anyone affected could you check something for me please? Go to this site and tell me if the first 2 digits of your IP address show as 150.143 (I don't need the rest):

https://www.whatismyip.com/

In the meantime, if you turn your router off for 10 or 15 minutes you might get a different IP address from a different range (the algorithm that assigns IP addresses likes to give the same one back a lot of the time so it's not a guarantee). I'll chase up with my colleague that was dealing with the issue tomorrow.

[#15]

I don't know and it shouldn't matter why, thats my point. Plusnet have it in their power to make contact using their authority to fix, they clearly did it last year so know how.