Disney+ PL-3016 error on DSTV Ultra

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Danny Boy

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Has anybody seen a Disney+ "PL-3016" error on DSTV Ultra? Any idea how to fix this?

According to Disney+ "This error appears when your browser needs a refresh. Try to force load the webpage and check again." Easy enough on a device that's got a browser.

I tried contacting DSTV via the WhatsApp channel, but the bot just ran around in circles
 
Danny Boy said:
Has anybody seen a Disney+ "PL-3016" error on DSTV Ultra? Any idea how to fix this?

According to Disney+ "This error appears when your browser needs a refresh. Try to force load the webpage and check again." Easy enough on a device that's got a browser.

I tried contacting DSTV via the WhatsApp channel, but the bot just ran around in circles
Click to expand...
Did you find the solution? I have the same problem.
 
No luck. Neither wants to help.

1st email from DSTV:
Please kindly sign out n the decoder and sign in again and advise if you are still getting same error.

2nd email from DSTV:
Please kindly contact the Disney as we we do not have access to your Disney profile as its not linked on your Dstv profile.

Extracts from Chat with Disney:
-Thank you, our team has advised that this is not a Disney+ error but a DSTV error, you will need to contact DSTV and report the error, advise DSTV that you are only getting the error on DSTV.
-Disney+ won't work on your decoder until you subscribe via DSTV. (although this has been working fine for almost a year by subscribing directly with Disney+)
-You will need to contact DSTV and advise them to link your Disney+ subscription toy your DSTV account, at this time Disney+ not work with the app on your DSTV Profile. Cancel your Disney+ on Google Play first, before you add the subscription to your DSTV account, to avoid paying twice.

I won't be linking my Disney+ to DSTV account, so I guess I'm buggered with this. I'll be sourcing another Android TV box....

@FaizelMo
 
Danny Boy said:
No luck. Neither wants to help.

1st email from DSTV:
Please kindly sign out n the decoder and sign in again and advise if you are still getting same error.

2nd email from DSTV:
Please kindly contact the Disney as we we do not have access to your Disney profile as its not linked on your Dstv profile.

Extracts from Chat with Disney:
-Thank you, our team has advised that this is not a Disney+ error but a DSTV error, you will need to contact DSTV and report the error, advise DSTV that you are only getting the error on DSTV.
-Disney+ won't work on your decoder until you subscribe via DSTV. (although this has been working fine for almost a year by subscribing directly with Disney+)
-You will need to contact DSTV and advise them to link your Disney+ subscription toy your DSTV account, at this time Disney+ not work with the app on your DSTV Profile. Cancel your Disney+ on Google Play first, before you add the subscription to your DSTV account, to avoid paying twice.

I won't be linking my Disney+ to DSTV account, so I guess I'm buggered with this. I'll be sourcing another Android TV box....

@FaizelMo
Click to expand...
In my case, it's specific movies that won't play. So I'm highly doubtful that it's simply an issue with linking or unlinking your DSTV account. It's also a very inconvenient solution.

Furthermore, its troubling that from a customer perspective, you're being referred to Disney+. Surely the technical team from DSTV can give a better answer than seemingly throwing the problem over the wall? It's them that have promised the convenience of using DSTV on their platform, not Disney+.

Sorry for the rant, just frustrating to see such behavior from support.
 
choc said:
In my case, it's specific movies that won't play. So I'm highly doubtful that it's simply an issue with linking or unlinking your DSTV account. It's also a very inconvenient solution.

Furthermore, its troubling that from a customer perspective, you're being referred to Disney+. Surely the technical team from DSTV can give a better answer than seemingly throwing the problem over the wall? It's them that have promised the convenience of using DSTV on their platform, not Disney+.

Sorry for the rant, just frustrating to see such behavior from support.
Click to expand...
Mine were series that were in process, which was watched on the decoder and then I was not able to watch it anymore. However, I was able to watch it on other devices…

Yeah, this is the typical support to be expected from DSTV. It’s their device and they are supposed to provide the support
 
Danny Boy said:
Has anybody seen a Disney+ "PL-3016" error on DSTV Ultra? Any idea how to fix this?

According to Disney+ "This error appears when your browser needs a refresh. Try to force load the webpage and check again." Easy enough on a device that's got a browser.

I tried contacting DSTV via the WhatsApp channel, but the bot just ran around in circles
Click to expand...
Yes, I have the same problem. The 3016 error only appears on certain series and movies. Contacting DSTV is useless their only solution is to switch off the decoder disconnect all the connections and wait 5 minutes. That does not resolve the problem. Contacting Disney does not help either they advise you to delete and reinstall the app which you cannot do on the DSTV Explorer. I have 2 DSTV explorers both are giving the same problems with the Disney app. I am sure many people are experiencing the same problem but DSTV seems unaware of this. FRUSTRATING!!!
 
choc said:
In my case, it's specific movies that won't play. So I'm highly doubtful that it's simply an issue with linking or unlinking your DSTV account. It's also a very inconvenient solution.

Furthermore, its troubling that from a customer perspective, you're being referred to Disney+. Surely the technical team from DSTV can give a better answer than seemingly throwing the problem over the wall? It's them that have promised the convenience of using DSTV on their platform, not Disney+.

Sorry for the rant, just frustrating to see such behavior from support.
Click to expand...
I share your frustration DSTV is pretending that this problem is only experienced by a very few customer's but I am sure there must be more of us with the same problem. As you say DSTV error 3016 only appears on some movies and some episodes in series
 
After an hour, 3 reboots, an account refresh, and 868 words of chat - they have promised to escalate the issue and revert.

I suspect it is a filename format lookup issue when the DSTV decoder interrogates the Disney database, since it's always the same few episodes that fail. And those same few episodes - that always fail - always play fine when streamed on a laptop/phone, so it's not an account problem, or a browser cache, or the LNB connection. Will advise if they fix it......
 
I eventually got hold of DSTv on Messenger and got the following response, so I will enquire again within a month or two
From Dstv.... Hi there
Our team and Disney team have setup a staging environment to replicate the issue and have managed to see this it on some assets as well. They’re actively working with Disney team to analyze the failures observed. An update will be provided once available. Please advise the customer that we are aware of the issue.
Regards
~CLA
 
Deon58 said:
I eventually got hold of DSTv on Messenger and got the following response, so I will enquire again within a month or two
From Dstv.... Hi there
Our team and Disney team have setup a staging environment to replicate the issue and have managed to see this it on some assets as well. They’re actively working with Disney team to analyze the failures observed. An update will be provided once available. Please advise the customer that we are aware of the issue.
Regards
~CLA
Click to expand...
Well done @Deon58 . I'm glad you had more luck than I did. Let's see what happens
 
Hi guys. Has anyone figured this out yet? Mine is doing the same but i think it only started when I loaded a Prime account to my explora. Is this the case for anyone else maybe?
 
I received a phone call from Disney+ and they assured me that they are working on the problem. They confirmed the episodes of the series that I received the PL 3016 error. After an hour or so I tried these episodes again and walla everything is streaming just fine via the Disney App on the Dstv ultra decoder. Thanks to Disney and the DSTV team exellent service. This was apperantly a problem experienced only by a few DsTV customers
 
Deon58 said:
I received a phone call from Disney+ and they assured me that they are working on the problem. They confirmed the episodes of the series that I received the PL 3016 error. After an hour or so I tried these episodes again and walla everything is streaming just fine via the Disney App on the Dstv ultra decoder. Thanks to Disney and the DSTV team exellent service. This was apperantly a problem experienced only by a few DsTV customers
Click to expand...

Proof, that miracles still happen.
 
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