I hope the service rep is correct about an app update.I contacted Disney+ UK this morning via live chat about Finding Dory and Toy Story 2 being downgraded to HD from 4K HDR. It was a customer service representative in, what I presume, was an Indian call centre that I was in contact with so I wasn't 100% that I would get a satisfactory answer. I was given the spiel about the virus lockdown and the streaming services bandwidth reduction at first. I replied that the general bandwidth reduction and the image quality were two separate things. The customer service rep then said that a number of technical issues had arisen since the UK launch and that they will be resolved at the next Disney+ app update. They also logged this particular issue with Finding Dory and Toy Story 2. They also informed me that the update is coming on 10th April.
I guess that is as good an answer as I was going to get. I can't blame the customer service rep. Their technical knowledge is obviously going to be limited and they are only there really to answer quite simple questions. Hopefully this will be rectified in 5 days time with the app update. If not, I will contact Disney+ again. Hopefully, more people will contact Disney+ with the same issue so it will be high on their priorities with the app update.
When the TV with the problem is available, I'll check to see if there is an update or if I'm using the latest version. I'll report back when I can.Just had a Disney+ update for my LG TV, not sure how new it is as I mainly use the Firestick, but just checked and it says v 1.2.0
The app was updated sooner then the 10th to (I think) version 1.2.1 and it still didn't fix the problem with my main TV showing UHD in HD. I too will contact Disney and see what they have to say for themselves. It was working when I first installed the app. Now it's not.Toy Story 2 was in UHD HDR when Disney+ launched in the UK. After about 9-10 days, it downgraded to being available in HD only. The same goes for Finding Dory. It might have happened with other films too, though I'm unaware.
I was told by a Disney+ customer service rep that there would be an update to the UK app on 10th April and that, hopefully, the issue with Toy Story 2 & Finding Dory would be sorted then. I haven't checked Disney+ today to see if that is true but I don't hold out much luck.
The only way it will get sorted eventually is if enough people flag it up to them. So, on Tuesday I will contact Disney+ again about it. Hopefully others will do the same, it literally only takes 5 minutes to do so via live chat.
Hopefully they will listen! I understand about limiting it to 1440p but it is DV/HDR that am most concerned about since those formats make the biggest difference. Lets hope they don't listen to the 'I can't tell the difference ' brigade.The app was updated sooner then the 10th to (I think) version 1.2.1 and it still didn't fix the problem with my main TV showing UHD in HD. I too will contact Disney and see what they have to say for themselves. It was working when I first installed the app. Now it's not.
Dude, just leave it until the pandemic is over & things start going back to normal.As I said in an earlier post, the only way these two films will return to being available in 4K is if enough customers make them aware of the problem so please, if you get 5 spare minutes, contact them yourselves to make them aware.
Hand on heart agree with 1 trillion %.Dude, just leave it until the pandemic is over & things start going back to normal.
Once that happens & the bitrate/bandwidth restrictions are dropped from Disney+ and IF it’s still only displaying in HD, then it’ll be easier to explain the problem & harder for tech support to fob you off, as their existing explanation will no longer be ‘valid’.
Honestly it’s not worth getting so worked up or losing sleep over it, or expending this much effort over this. Honestly, how many times are you planning to watch it in the next 1-3 months that it absolutely, can’t live without it, must be 4K HDR that it needs fixing yesterday? Once? Maybe twice.
Just live with it until the global emergency is over...or buy a UHD player & the UHD disc.