topic Re: Activate Apple TV 6 month trial with broadband in Offers & Add-ons

Activate Apple TV 6 month trial with broadband

SteveB353 — Tue, 24 Dec 2024 20:38:10 GMT

Hi

I've recently switched from BT to EE and can't activate the 6 month free trial of Apple TV+.
When I try in the app I get a message saying "You'll go to apple.com to create your account and activate.
We've had a problem loading this info. Please try again in a while"
I've not had an activation email.
It seems to be similar to this https://community.ee.co.uk/t5/Offers-Add-ons/EE-app-not-activating-Apple-TV-offer/td-p/1466393

Can I get help with this please?

Thanks
Steve

Re: Activate Apple TV 6 month trial with broadband

Peter_W — Wed, 25 Dec 2024 15:16:19 GMT

Good afternoon @SteveB353, thanks for reaching out to us here on the EE Community, and I hope you've been enjoying your Christmas so far too 🎅

When this is redirecting you to Apple and you're getting this error, is it doing this via a browser or in the app directly?

If possible it's worth copying the URL and giving this a go in a different browser.

Peter

Re: Activate Apple TV 6 month trial with broadband

SteveB353 — Wed, 25 Dec 2024 15:33:12 GMT

Thanks for getting back to me 🎅

Its only through the app, I don't have a link to try.

Regards

Steve

Re: Activate Apple TV 6 month trial with broadband

Peter_W — Wed, 25 Dec 2024 15:38:26 GMT

Thanks @SteveB353, so can you not see this active on the account yet?
Also can you please check to see if you have received any texts from us when you've tried adding it via your account?

Peter

Re: Activate Apple TV 6 month trial with broadband

SteveB353 — Wed, 25 Dec 2024 15:55:16 GMT

@Peter_W I don't see any texts for this.
On the website under Manage TV & Sport it says "Your information is temporarily unavailable".
Apple TV+ does not show under Manage Extras or Get Extras.
It does show I've TNT Sports and discovery+ Premium.

On the app Apple TV+ appears under Manage Extras but clicking on Start Activation fails as per my first post.

Regards
Steve

Re: Activate Apple TV 6 month trial with broadband

Peter_W — Wed, 25 Dec 2024 16:01:56 GMT

Thanks @SteveB353, if you haven't already I'd recommend giving this a try from a different browser, and it's worth trying to clear your Cookies and Cache too.

If you continue to struggle, please reach out to our customer care team, and we can see if it's possible to get this activated from our end.
Peter

Re: Activate Apple TV 6 month trial with broadband

SteveB353 — Thu, 26 Dec 2024 16:40:23 GMT

That didn't impact anything.
I've tried the support team but the option says its closed with no info on the opening hours for the holiday period.

Regards
Steve

Re: Activate Apple TV 6 month trial with broadband

Katie_B — Fri, 27 Dec 2024 08:46:33 GMT

Hi @SteveB353.

Our customer care team are available today till 9pm.

Please give us another call so we can get this looked into.

Katie