topic Re: Unable to activate Apple One in Offers & Add-ons

Unable to activate Apple One

dpicky — Tue, 27 Jun 2023 15:21:15 GMT

I recently upgraded to the Unlimited Business Full Works package with Apple One. Yesterday I was sent a link to activate my Apple One. When clicking on that link it launches an app which shows "Cannot Connect" with a "Retry" button.

I called 150 technical support and after being on hold for ~30 mins they said it was all ok at EE's end and to call Apple on the number they provided. I called Apple and they also had me on hold for a while, did a screen share before saying the problem was with EE.

Anyone else had this problem?

C'mon EE - what do I need to do to sort this?

Re: Unable to activate Apple One

Katie_B — Tue, 27 Jun 2023 17:52:03 GMT

Hi @dpicky.

If you log in to your My EE does it show Apple One as active?

Are you able to download the app successfully then being presented with the error messages?

Katie

Re: Unable to activate Apple One

dpicky — Tue, 27 Jun 2023 19:54:38 GMT

Hi @Katie_B

I've gone into My EE and it is showing in my "Your inclusive Extras" - see below. It does strangely say "2/1" added though???? I also received a text yesterday with a link to activate but that fails as per my original message. Any ideas?

Dave

Re: Unable to activate Apple One

Christopher_G — Wed, 28 Jun 2023 07:26:46 GMT

Hi @dpicky

It looks like it's added, I'm not sure why that link isn't working. You're not connected to any VPNs or anything are you? Does your plan include two inclusive benefits?

Chris

Re: Unable to activate Apple One

dpicky — Wed, 28 Jun 2023 09:23:30 GMT

Hi @Christopher_G

No VPN's or anything like that and tried both on WiFi and Mobile data.

I have the "Business Full Works with Apple One" package which includes an inclusive extra (BT Sports). The Apple One should be part of the package.

Dave

Re: Unable to activate Apple One

Christopher_G — Wed, 28 Jun 2023 09:38:04 GMT

OK, thanks @dpicky

It may be worth giving our Business Support Team a quick call so that we can check everything from our end.

Chris

Re: Unable to activate Apple One

dpicky — Wed, 28 Jun 2023 09:39:34 GMT

Thanks @Christopher_G

I'll give them another go, but I was on to them for an hour yesterday before getting past over to Apple 😠

Dave

Re: Unable to activate Apple One

Christopher_G — Wed, 28 Jun 2023 10:44:29 GMT

Thanks, @dpicky

Please come back and let us know what happens. Hope you get sorted.

Chris

Re: Unable to activate Apple One

dpicky — Wed, 28 Jun 2023 12:35:20 GMT

Just to update you @Christopher_G I called business support again. 45 minutes it later they said it would be reactivated and I'd get another link via SMS. I've just received that and same problem

Will have to call back when I get another hour free 😡

Re: Unable to activate Apple One

Christopher_G — Wed, 28 Jun 2023 13:06:23 GMT

Could you try using the link on a different device, or through a different browser please, @dpicky? Just to see if it makes a difference?

Chris

Re: Unable to activate Apple One

dpicky — Wed, 28 Jun 2023 13:23:38 GMT

Just tried on my iPad @Christopher_G and same problem - see below

Dave

Re: Unable to activate Apple One

Christopher_G — Wed, 28 Jun 2023 13:40:44 GMT

Thanks, @dpicky

And this happens regardless of whether you're on WiFi or mobile data?

Chris

Re: Unable to activate Apple One

dpicky — Wed, 28 Jun 2023 13:52:44 GMT

@Christopher_G can confirm I've tried both on WiFi and mobile data.

Incidentally, I noticed an "EE Plan Benefits" option against my Apple ID. When selecting I get the same "CANNOT CONNECT" message.

Dave

Re: Unable to activate Apple One

Christopher_G — Wed, 28 Jun 2023 14:00:45 GMT

To be honest, I'm not sure if this is a problem on our side, or Apple's, @dpicky

I can only suggest giving the team another call and hopefully they can raise it to the next level so that it can be investigated further.

I'd be interested in finding out what happens, if you could come back and let us know?

Chris

Re: Unable to activate Apple One

dpicky — Thu, 29 Jun 2023 09:08:02 GMT

So, whilst doing something else on my phone I noticed an option in settings that said "You have Apple One with your phone provider" I selected it which gave me an activate option and all working now.

Re: Unable to activate Apple One

Christopher_G — Thu, 29 Jun 2023 10:34:47 GMT

Ah that's brilliant, @dpicky. 🙂

Any idea where is was? It could help someone else in a similar situation in the future.

Chris

Re: Unable to activate Apple One

dpicky — Thu, 29 Jun 2023 12:06:12 GMT

@Christopher_G It was when I went into settings on my iPhone - see screenshot below

[Mod edit: Image rejected due to it containing personal information.]

Re: Unable to activate Apple One

Christopher_G — Thu, 29 Jun 2023 11:15:35 GMT

Perfect, thanks for sharing that, @dpicky 🙂

Chris

Re: Unable to activate Apple One

Walkerthisway — Thu, 06 Jul 2023 21:03:59 GMT

Hi unfortunately I’m having the same issue but the screenshot you have shared have been removed.

please can guy let me know where in settings you was able to do this?

Regards

Mike

Re: Unable to activate Apple One

Leanne_T — Fri, 07 Jul 2023 06:48:46 GMT

Hi @Walkerthisway

Have you had a text message from us to activate Apple One?

If so, what happens when you try and set up Apple One?

Leanne.