topic Re: Apple Music smart benefit not working in Archived Posts

Apple Music smart benefit not working

CS1979 — Thu, 26 Nov 2020 19:31:25 GMT

Hi,

I’ve recently switched from the BT Sport benefit to Apple Music.

However when I try to play a track in Apple Music it won’t play.

I’ve got mobile data turned on and my phone number is correct.

When I click on “joined through ee” it says checking then I get a blank screen before it directs me from into Apple Music. Everything seems fine until I press play and then it just says “not playing” and starts to play a track from my library.

Any ideas?

thanks

Re: Apple Music smart benefit not working

Christopher_G — Fri, 27 Nov 2020 08:23:00 GMT

Hi @CS1979

Welcome to the community.

When you changed your smart benefit, did you get a message from EE?

Chris

Re: Apple Music smart benefit not working

CS1979 — Fri, 27 Nov 2020 08:42:42 GMT

Yes I did with a link which takes me to Apple Music.

it says something like checking we subscription but then goes blank and loops back to first screen

I can see all the music but none will play

thanks

Re: Apple Music smart benefit not working

Christopher_G — Fri, 27 Nov 2020 10:06:44 GMT

It may be worth chatting with our Mobile Care team to make sure everything's set up properly from our side, @CS1979.

Chris

Re: Apple Music smart benefit not working

charliehazlett — Tue, 01 Dec 2020 00:38:22 GMT

Hello

I have the exact same issue and unfortunately the care team do not want to know. They say they have tried everything and it’s an Apple problem when it is clearly not. Unfortunately I’m still within 14 days so think I will have to ring and cancel with EE as it’s just not getting sorted despite 4 phone calls.

Re: Apple Music smart benefit not working

Leanne_T — Tue, 01 Dec 2020 08:13:31 GMT

Hi @charliehazlett

I am sorry to hear you are having problems with your Apple Music Smart Benefit.

Have you set up an Apple Music account?

Also, have you spoken to Apple to see if they could suggest any steps for you to try?

Speak soon 🙂

Leanne.

Re: Apple Music smart benefit not working

charliehazlett — Tue, 01 Dec 2020 14:51:22 GMT

I can’t get anywhere trying to set it up. We have tried absolutely everything over the phone removing benefits adding trials etc and I’m just not getting anywhere. I’ve looked through forums and it appears to be a problem with the smart benefit on EE contracts and only solutions I’ve found was for EE to remove Apple Music and I pay £9.99 through my contract and get it back on a credit note. It’s not an Apple issue I’ve already been told these smart plans are relatively new and there are issues. I’m just not getting anywhere.

Re: Apple Music smart benefit not working

Leanne_T — Tue, 01 Dec 2020 15:03:04 GMT

Hi @charliehazlett

Thanks for coming back to me.

I have sent you a private message for some extra details.

Leanne.

Re: Apple Music smart benefit not working

Helsnico — Tue, 15 Dec 2020 19:33:29 GMT

Hi, was this ever resolved?as I’m having the same problem despite receiving a confirmation text from EE.

many thanks

Re: Apple Music smart benefit not working

charliehazlett — Tue, 15 Dec 2020 19:50:47 GMT

Yeah this got resolved. The issue for me was it had automatically registered to an old Apple ID that I had registered on an old EE device. Apple resolved it by manually transferring to an Apple ID I wanted to use

Sent from my iPhone

Re: Apple Music smart benefit not working

Fletchml — Mon, 28 Dec 2020 20:01:35 GMT

Hi, I have seen your thread, I am having the same problem. Did Ee resolve this or did you have to go to Apple direct?

thanks in advance

Re: Apple Music smart benefit not working

charliehazlett — Mon, 28 Dec 2020 20:03:24 GMT

Hello

I had to go through Apple in the end. It’s worth asking EE if there was an Apple ID linked to your account as that was the issue. Apple then transferred it for me.

Re: Apple Music smart benefit not working

Fletchml — Mon, 28 Dec 2020 20:17:47 GMT

That’s fab, thank you

Sent from Yahoo Mail for iPhone

Re: Apple Music smart benefit not working

Helsnico — Mon, 28 Dec 2020 22:32:26 GMT

Thank you. Will definitely contact EE as I know I have an old cloud account linked to an old EE phone 👍🏻

very helpful, thank you again

Re: Apple Music smart benefit not working

jedspink — Wed, 24 Feb 2021 16:54:56 GMT

Wow. How did find out your old Apple ID? Did EE give it to you? I had a similar problem where it kept saying "Subscription is already in use by another Apple ID" but after hours of calls to both EE and Apple, no one could tell me what this Apple ID was! Apple blamed EE and EE blamed Apple... I actually deleted my Apple accounts that I knew of, but probably this was some ID tied to my account when they did the free Apple Music for 6 months about 2-3 years ago! So I have no idea what the ID might be.

I eventually gave up and just changed my Smart Benefit to BT Sport. So are EE now able to tell you what Apple ID the subscription it is linked to?

Re: Apple Music smart benefit not working

jedspink — Wed, 24 Feb 2021 16:56:17 GMT

Did you find out the account? As per my other post I also have a 'ghost' Apple ID that takes my subscription whenever I try to enable Apple Music. But I don't know what the ID is. Can EE tell you now?

Re: Apple Music smart benefit not working

charliehazlett — Wed, 24 Feb 2021 16:58:56 GMT

If I’m honest, it was just a case of it being my original email address otherwise I’d of had no idea.... nice to see this problem is no further forward despite it “maybe a glitch in the system” nearly 6 months ago

Re: Apple Music smart benefit not working

jedspink — Wed, 24 Feb 2021 17:12:58 GMT

Thanks for responding! Sounds like I'm still stuffed then.. 😥 I spent hours with EE 'Executive/Priority/Escalated' support or whatever they are called, hours with Apple and still no one could resolve the 'subscription is already in use' issue. I have deleted all the Apple ID accounts I have but somehow the two organisations cannot between them track say my subscription number would be in EE and find what Apple ID this is used with. Ridiculous as the Apple Music app on my phone 'knows' I have a valid subscription, so it passed the first check (that I'm a valid Apple Music through EE user, then fails with the subscription is in use message... Ho hum.

Re: Apple Music smart benefit not working

NikosVRK — Sat, 27 Feb 2021 09:42:30 GMT

I spent 2 hours with apple chat and after all this time they escalated the case to an apple engineer to have a look. It is beyond a joke that they didn’t have a simple fix in place...

Re: Apple Music smart benefit not working

Flecky15 — Sat, 13 Nov 2021 00:29:34 GMT

Did yours get resolved? I’m having the same problem spent two days on the phone to ee tech an Apple I’m stuck in the middle