Disney+ subscribers lose Premium features

Euroconsumers and its member organisations Altroconsumo (Italy), Testachats/Testaankoop (Belgium) and DECO PROteste (Portugal) issued Disney a formal notice over the downgrade of Disney+ Premium. Following patent injunctions in 11 European countries, Disney removed Dolby Vision and temporarily withdrew 4K UHD and HDR in affected markets, while continuing to charge full Premium prices and advertise the plan as including these features.

Paying Premium prices for a reduced service

The downgrade affected subscribers in Italy, Belgium and Portugal, where users on affected devices were generally limited to Full HD. Although Disney began restoring 4K on some devices in early August, the restoration remains partial and HDR has not returned. Disney has offered affected subscribers the option to request a partial refund or cancel within 30 days, but Euroconsumers argues that consumers should not have to chase compensation for features they paid for but did not receive.

Consumer rights and compensation at stake

Euroconsumers argues that continuing to charge full prices for a reduced service, advertising unavailable features and requiring consumers to request partial refunds may breach EU consumer protection law. Under the Digital Content Directive, consumers are entitled to a proportionate price reduction when a service does not conform to what was sold. The Unfair Commercial Practices Directive also protects consumers against potentially misleading advertising and unfair practices.

Our call

Euroconsumers is demanding that Disney automatically reduce monthly subscription fees for all affected current and new Premium subscribers in Italy, Belgium and Portugal, credit back at least €5 per month for the entire period the features were missing, and clearly inform consumers about the downgrade and available remedies.

The formal notice gives Disney 14 calendar days from receipt to comply. Otherwise, Euroconsumers and its member organisations intend to file complaints with the EU Consumer Protection Cooperation Network and the competent national authorities, seeking fines of up to 4% of Disney’s annual turnover in the countries concerned.