Apple Music smart benefit not working

[CS1979]

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 

[Christopher_G]

Hi @CS1979

Welcome to the community.

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

Chris

[CS1979]

Hi

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

[Christopher_G]

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

Chris

[charliehazlett]

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. 

[Leanne_T]

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.

[charliehazlett]

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.

[Leanne_T]

Hi @charliehazlett

Thanks for coming back to me.

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

Leanne.

[Helsnico]

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

many thanks 

[charliehazlett]

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