by mandysmith91 Contributor
Contributor

Existing Customer - Apple Music not working

Hi - I'm an existing customer of EE and I got an email yesterday with my 6 months free of Apple music offer.

 

Followed the steps but every time I try to stream, and click 'Joined through EE?' in top right hand corner, it comes up with the error 'You don't have an Apple music membership with EE.'

I've logged in to my EE account and the Apple Music has been loaded into my account as an Add On. Seen a few posts about making sure your phone number registered with Apple ID is correct, as that's how Apple Music verifies your EE offer, my phone number is correct. 

Not sure what's causing this!

15 REPLIES 15
by
EE Employee

Re: Existing Customer - Apple Music not working

Hi and welcome to the community @mandysmith91.

 

So I can try and assist, please may I know what type of device it is that you are using?

 

Have you followed the guide and text MUSIC to 150?

 

Many thanks,

 

Lee

by mandysmith91 Contributor
Contributor

Re: Existing Customer - Apple Music not working

Hi Lee - I'm using an iPhone 6s.

I texted MUSIC to 150 yesterday evening and went through the process - as I am already an Apple Music member I replied STREAM and then YES to get started. I then got a confirmation text saying that my 6 months had begun (and as mentioned, I can see it's been added to my account as an Add On when I log in to my EE)

Thanks

Mandy

by
EE Employee

Re: Existing Customer - Apple Music not working

Hi @mandysmith91

 

Please can I get you to log out of your apple id and back in to see if that assists.

 

Many thanks,

 

Lee

by mandysmith91 Contributor
Contributor

Re: Existing Customer - Apple Music not working

Hi Lee - just logged out and signed back in again and still coming up with the error message.

 

Mandy

by
EE Community Support Team

Re: Existing Customer - Apple Music not working

Hi @mandysmith91,

 

Are you just trying to add the streaming data offer to your existing Apple Music subscription?

 

Thanks

 

James

by mandysmith91 Contributor
Contributor

Re: Existing Customer - Apple Music not working

Hi - I think I've confused things a bit. Although I have the Apple Music app, and have had a subscription before, I currently have no existing subscription.

 

Thanks

 

Mandy

by
EE Community Support Team

Re: Existing Customer - Apple Music not working

Hi @mandysmith91,

 

Have you received a verification link via text? (This can take up to 24 hours to arrive)

 

Thanks

 

James

by mandysmith91 Contributor
Contributor

Re: Existing Customer - Apple Music not working

Hi - no, I received no verification link. I just got a text saying that my 6 months had begun and to download/open the Apple Music app to get started.

 

Thanks

 

Mandy

by
EE Community Support Team

Re: Existing Customer - Apple Music not working

Hi @mandysmith91,

 

If you don't receive the link within 24 hours, please get in touch with customer services so we can help.

 

Thanks Smiley Happy

 

James

by kings128 Investigator
Investigator

Re: Existing Customer - Apple Music not working

Hello I am in a similar situation and I've not recieved any link. My phone is a Samsung note 5. I have been with tmobile/ee for over 15 years. I was given the micro sim card by ee two years ago. When I got this phone. Can I receive some help in activating this free offer. I too have an account with Apple music but no subscription. 

Highlighted
by
EE Community Support Team

Re: Existing Customer - Apple Music not working

Hi @kings128

 

Thanks for coming to community 🙂

 

Have you previously had Apple music with an EE subscription?

 

Have you text MUSIC to 150 at all?

 

Did you receive a text back?

 

Thank you

 

Richard

 

🙂

by kings128 Investigator
Investigator

Re: Existing Customer - Apple Music not working

Hello Richard no I haven't this is the first time with ee. I had a
subscription with Apple music prior. Yes I have text music to 150
by
EE Community Support Team

Re: Existing Customer - Apple Music not working

Thanks @kings128

 

Have you cancelled the previous subscription?

 

Did you receive any reply from 150?

 

Thanks 🙂

by kings128 Investigator
Investigator

Re: Existing Customer - Apple Music not working

Yes the previous subscription was cancelled last year. Yes I received a text back from EE saying the 6 months music membership has begun. I've clicked on the link they provided and it still comes up with that error message

by
EE Employee

Re: Existing Customer - Apple Music not working

Hi @kings128

 

So I can try and assist, what type of device is it that you have?

 

Many thanks,

 

Lee

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