Apple Music via EE promotion not working

[andrzej75]

Is anyone else having this issue? I have a contract with EE for my iPhone 16 and as an added "inclusive extra" they gave me the option to get Apple Music for free however whenever I try redeem it through the promotional link they send, it goes onto Apple Music and just says "This subscription is already being used with a different Apple Account". I've gone ahead and contacted EE but they said that the promotion isn't even linked to an Apple account at all and therefore must be an issue on Apple's side, I called Apple and they went through everything they could but claimed it was EE's fault with their link and suggested I call them back. I have been on call with customer service between Apple and EE for the past 3 days and this is honestly ridiculous that no one can get it fixed.

EE has even gone ahead and tried switching the "inclusive extra" from Apple Music to Apple TV+ and that managed to work but then when they reverted it back to Apple Music, the promotion for Apple Music still wasn't working

I don't have any other Apple ID, I don't have any existing Apple Music subscriptions, I have reset my network settings, I've tried making a new Apple account, I've even gone in store to one of EE's branches to see if they could do something and nothing has worked. I'm stuck on what to do could someone please, please help because this is so frustrating!

 I originally posted this on Apple Community Discussions page (https://discussions.apple.com/thread/256149093) a month ago but since no one responded I thought I'd post it here as well

[Alex_H · Accepted solution]

Hi @andrzej75,

Welcome to the EE Community

I am sorry you are having an issue redeeming your Apple Music inclusive extra. This may have all been advised when you have called in to speak to us, but just to confirm there is a potential cause on the EE side in that if you have the Apple Music free streaming add-on active on your account there can be a potential clash.

Presumably this will have been checked for when you called in. But most commonly this is an issue that does need Apple helps to resolve. This advice we give is for you to contact Apple and use the specific phrasing that you wish to de-link your Apple ID from your subscription. 

That should trigger the right steps then being taken with Apple support to resolve the issue. As I say you may have already been told to do this but just in case you have not I can confirm this is the correct step.

 If you have already been in touch with Apple with this specific phrase and they are still referring you back, if you have not already try to have them search their system for your phone number to delink rather than Apple ID. 

Alex