topic Re: Apple Music not working as a smart benefit in Offers & Add-ons

Apple Music not working as a smart benefit

Daniellej048 — Mon, 02 Jan 2023 14:49:42 GMT

Hi. This is really starting to get on my nerves. I have been trying and trying to get my Apple Music smart benefit to work. Have spoke to both EE and Apple and am getting no help. All I keep getting is ‘this subscription is being used with another Apple ID’. I even tried to add it to my plan for £9.99 and it’s still saying the same. I have tried to make another Apple ID to use but it still doesn’t work. Could it be a problem with my mobile number? I really want to get this working as it’s included in my plan and I just feel like I’m paying for a service that I can’t even get to work. I don’t want to pay £10.99 a month when I can have it as a smart benefit. Well, that’s if it even works! Please help!

Re: Apple Music not working as a smart benefit

Kirigaya_Kazuto — Mon, 02 Jan 2023 15:20:09 GMT

That is very odd. When I initially used it as a smart benefit for the first time, it gave me a 'Joined through EE' link on the pop up, this took me to an EE login page, when logged in, I think it linked the two accounts together

What to do if you receive the error "This subscription is being used with another Apple ID"

In some cases, if you have previously had an Apple Music subscription you might see this error message. To fix this, please contact Apple Support and ask to change the Apple ID associated with your Apple Music subscription.

Re: Apple Music not working as a smart benefit

Chris_B — Mon, 02 Jan 2023 16:06:48 GMT

@Daniellej048 If you go to settings on your phone > click your name at the top then click subscriptions at the bottom of that page click EE PLAN BENEFITS what does it say.

Re: Apple Music not working as a smart benefit

Daniellej048 — Mon, 02 Jan 2023 17:27:26 GMT

Just loads and then says cannot connect

Re: Apple Music not working as a smart benefit

Leanne_T — Tue, 03 Jan 2023 09:08:34 GMT

@Daniellej048

Has Apple changed the Apple ID for you?

Leanne.

Re: Apple Music not working as a smart benefit

Linds241 — Fri, 16 Jun 2023 09:46:50 GMT

Hi Danielle

I have exactly the same problem.

It is frustrating I phone ee they say phone apple. Apple say phone ee.

Do you happen to have a Samsung handset by any chance.

Cheers Lindsay

Re: Apple Music not working as a smart benefit

James_B — Fri, 16 Jun 2023 10:13:21 GMT

Hi @Linds241,

Welcome to the EE Community. 🙂

What issues are you experiencing with your Apple Music subscription?

James

Re: Apple Music not working as a smart benefit

Bobenbauer82 — Sun, 16 Jul 2023 13:15:31 GMT

same here, similar issues and no subscription - says that my mobile does not have any extra apple subscriptions.

Re: Apple Music not working as a smart benefit

Leanne_T — Sun, 16 Jul 2023 14:09:20 GMT

Hi @Bobenbauer82

Thanks for coming here.

Do you have Apple Music showing as an add-on in your My EE app?

Did you select Apple Music as an inclusive extra?

Speak soon 🙂

Leanne.

Re: Apple Music not working as a smart benefit

Bobenbauer82 — Sun, 16 Jul 2023 19:22:37 GMT

yes to both questions. Contacted Apple and they advised this is an EE issue.

Re: Apple Music not working as a smart benefit

Bobenbauer82 — Sun, 16 Jul 2023 19:22:53 GMT

yes to both questions

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Re: Apple Music not working as a smart benefit

Bobenbauer82 — Sun, 16 Jul 2023 19:59:58 GMT

I have had the same issues with BT Sport and with Discovery+.

BT Sport is registered but Discovery+ even directly via the email I got to activate it just takes you to the products page for BT Sport.

Also have same issues activating Apple Music subscription. EE customer service could not help and pointed me to Apple, Apple advised this is nothing to do with them. EE, can you please get someone to contact me or actually provide a solution on here or compensate me for the fact I cant even use 2 of my inclusive extras.Awful service and I'm in month 1 of my contract. You are in breach of your contract and offerings.

I would suggest this is taken seriously rather than just point me towards 150 or your phone number as no one seems to know or help with any of these matters.

Re: Apple Music not working as a smart benefit

James_B — Mon, 17 Jul 2023 08:54:42 GMT

Hi @Bobenbauer82,

I'm sorry to hear you're having issues activating your subscriptions. Our Technical Support Team who can access your account are best placed to help you with this.

We're not able to access your account via the community forum.

James

Re: Apple Music not working as a smart benefit

Daniellej048 — Mon, 17 Jul 2023 09:00:48 GMT

I agree with this. The problem with my Apple Music has been going on for months and months to the point where I can’t even be bothered now to speak to them on the phone because they keep telling me to go to Apple and then Apple are no help either saying it’s EE. They have promised me a service in my contract which I am unable to use and instead am having to pay the £10.99 myself. I have 2 phone contracts with them and other things. They get a lot of money from me but can’t even help me with this issue. Why is it so many people are having issues with this and they can’t get it sorted? Seems like they can’t be bothered. I will be paying the remainder of my contracts and then I will be looking elsewhere. I know it’s the cost of living and everything but the prices now are ridiculous when we can’t even get everything we are paying for.

Re: Apple Music not working as a smart benefit

James_B — Mon, 17 Jul 2023 10:05:58 GMT

Hi @Daniellej048,

If you have a subscription direct with Apple, you'll need to cancel it before you can activate your subscription with EE.

James

Re: Apple Music not working as a smart benefit

Charley111 — Mon, 30 Oct 2023 17:14:39 GMT

How did you manage to sort this? I have the same issue and it's a pain

Re: Apple Music not working as a smart benefit

JamesLawton — Sat, 04 Nov 2023 22:13:24 GMT

I'm shocked to find out people have been having this issue for at least the last 10 months. I just joined EE and had a nightmare getting Apple TV sorted, but managed it. I have now twice spent over an hour on the phone to EE trying to sort out the Apple Music benefit and on each call I ran out of time after an hour and had to quit. Just googled now wondering if I might find an answer, or other people experiencing the same issue and it appears it's as common as muck. Come on EE, sort it out!!!

Danuekkej048, did you manage to get it fixed?

Re: Apple Music not working as a smart benefit

Leanne_T — Sun, 05 Nov 2023 08:14:39 GMT

Hi @JamesLawton

Thanks for coming here.

Do you have Apple Music showing in your EE add-ons in the EE app?

What problem are you having with Apple Music?

Speak soon 🙂

Leanne.

Re: Apple Music not working as a smart benefit

BoydA — Thu, 16 Nov 2023 19:23:47 GMT

I'm having the same issue. Worked fine on my last phone, upgraded and suddenly says I don't have apple music as a benefit, even though i selected it when upgrading and it is selected in the app. EE say apple problem, apple say EE problem. Absolutely ridiculous they can't sort it out.

Re: Apple Music not working as a smart benefit

Leanne_T — Fri, 17 Nov 2023 07:48:45 GMT

Hi @BoydA

What device are you using Apple Music with?

Can you log into Apple Music with the same iCloud details you previously used? Do you get an error message?

Leanne.