Inclusive benefit Apple Music not linked

[Salbusdr1]

I changed my Inclusive Benefit to Apple Music via my account on the ee website. My account says it is active but Apple Music says there is no ee account linked to my phone number. I have spent literally hours on the phone to both ee and to Apple to no avail - they each say the other needs to address this. The latest was Apple saying they cannot activate anything - that EE has to do it.

Previously, I had Apple TV as my Inclusive Benefit. I never actually used it but it logged on OK.

Any ideas?

[Michael_D]

Hi @Salbusdr1 

Thanks for coming to the community.

I can understand your frustration at being passed back and forward to try and get your Apple Music working.

When you first activated the Apple Music on your account, did you receive a text to link the account and set it up?

Have our tech guides been through troubleshooting with you or did they just refer you to Apple?

Michael

[Salbusdr1]

Thanks so much for commenting Michael and yes, it is hugely frustrating. I have spoken to at least 2 tech people at EE who have gone through a range of troubleshooting approaches, including removing my inclusive benefits and reactivating them. I have never received n authentication code from EE for Apple Music - they sent me a link to click on but I just get the same message saying that my phone number has 'no subscription through EE' - I never get to the screen where I can enter a verification code (even if I had one) because this pop up always intervenes. The last time I spoke to a tech person at EE they suddenly transferred me to Apple. EE then tried to ring me back but I was in a conversation with Apple - EE left a voicemail saying they'd call again but have not done so. I am going round in circles!

[Michael_D · Accepted solution]

Thanks for explaining @Salbusdr1 

There are some steps our tech guides would go through to try and get it to work, but once that has been exhausted and everything is as it should be, it would be a case of referring you to Apple.

If our tech guides have tried to call again, I'd suggest getting back in touch with them, so they can make sure everything has been completed, and can take it from there.

Michael

[Salbusdr1]

Thank you.

I popped into the EE shop today. The guy in there suggested I wait until the start of my next payment month as that may trigger the switch. He said he'd had a similar thing when changing to European roaming - he learned he had to switch 30 days before he needed the roaming.

I'll see if that works. If not, I'll ring 150 again.