topic Re: No Apple One after upgrade in Offers & Add-ons

No Apple One after upgrade

andydragonuk — Tue, 21 Jul 2026 13:35:16 GMT

I have upgraded my sim to full works. The roaming and the watch data has all worked but I don’t have Apple One. The app says I have it as an add on but it’s not in EE Plan benefits so I can’t add it.

The the prior addons I had as my package (Netflix, Apple Music and Xbox) are still showing as active though

Have left it a few days to catch up but nothing

any advise?

Re: No Apple One after upgrade

Peter_W — Tue, 21 Jul 2026 15:56:57 GMT

Hey, @andydragonuk

If you have the EE app, can you please go to Manage > Your number, then scroll down to your mobile plan?

This should show either Full Works, or Full Works iPhone, and if it's the former then you won't have Apple One as an option.

If it is the incorrect plan showing, please give our team a call, and they can look into whether this can be switched.

Peter

Re: No Apple One after upgrade

andydragonuk — Tue, 21 Jul 2026 18:36:07 GMT

Thanks for the reply

yes it’s full works for iPhone and it does display the Apple One addon as my inclusive addon

i really don’t like calling if I can help it. Which I know is a ‘me’ problem so was hoping there was a way to trigger it without having to

but I shall do, thank you

Re: No Apple One after upgrade

andydragonuk — Sun, 26 Jul 2026 16:29:07 GMT

So… I spoke to the tech guy at EE.

Having a pre-existing Apple Cloud subscription is apparantly the issue. I needed to cancel that and then when that runs out (mid August) I can then add the EE Apple One. After that I should be able to add back the iCloud storage upgrade,

it’s a bit of a faff to be honest, it would have been helpful to know the conflicts but hopefully this will be the solution

Re: No Apple One after upgrade

Webby1974 — Sat, 15 Aug 2026 07:43:56 GMT

i have just upgraded . All i have done is gone into icloud + features then manage plan . Then clicked on apple one subscription from ee and all working

Re: No Apple One after upgrade

andydragonuk — Sat, 15 Aug 2026 08:20:18 GMT

So it’s still not working. iCloud has now ended, the technical help haven’t been any help, had multiple activations and nothing is getting it to connect.

the EE people are not helping, they don’t seem to know why it’s not working 😢

Re: No Apple One after upgrade

Katie_J — Sun, 16 Aug 2026 11:47:01 GMT

Hi @andydragonuk.

Have you been back in touch with tech since your subscription ended?

Katie

Re: No Apple One after upgrade

andydragonuk — Sun, 16 Aug 2026 11:59:14 GMT

Yes

No use, they said they tried a few times to deactivate then reactivate and it’s still not working,

I do seem to have Apple Music from the old addon active, I did highlight that as to if it might be an issue s and they said no. But it’s still not working and I’m pretty frustrated

Re: No Apple One after upgrade

Katie_J — Sun, 16 Aug 2026 14:16:32 GMT

Did the team raise a ticket @andydragonuk?

I understand how frustrating this must be.

Katie

Re: No Apple One after upgrade

andydragonuk — Sun, 16 Aug 2026 14:20:26 GMT

They didn’t say anything about further investigations or any tickets. Kind of just left it unresolved really.

Re: No Apple One after upgrade

Katie_J — Sun, 16 Aug 2026 14:56:13 GMT

Thanks for getting back to me @andydragonuk.

Please give us another call, it would be amazing if you could keep me updated following the outcome.

Katie

Re: No Apple One after upgrade

andydragonuk — Thu, 27 Aug 2026 19:36:05 GMT

@Katie_J So it’s still not working. I contacted them again today and they told me nothing is wrong and to contact apple support. I contacted them who told me that Apple Music is still active (from my old addon in prior tariff) but only EE can cancel it

but EE are not fixing it either.

so I am stuck in the middle, no one is taking responsibility and I have no way forward. I need help!

Re: No Apple One after upgrade

Chris_S — Sat, 29 Aug 2026 07:37:08 GMT

Thanks for letting us know @andydragonuk

I can imagine it's very frustrating to still not be any further forward after calling us.

If you're unhappy with how our guides have dealt with your issue, you can make a complaint and a member of our complaints team can get this investigated further.

Chris S

Re: No Apple One after upgrade

andydragonuk — Sat, 29 Aug 2026 07:50:30 GMT

Thank you, I’m going to have to as frankly it’s poor service. I like EE but this is not great