Apple Music add on not appearing as a new plan/subscription

[Beth0013]

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Hi! I’ve just added Apple Music to my contract but the new subscription isn’t appearing in the Music App. 

When I click on the link EE has supplied the Apple Music app opens, a blank window appears then it takes me to the music. When I check the subscription, it’s only my previous plan (expired 4 weeks ago),  no new plan is there. When I go into my Apple ID and check the EE Plan Benefits, it tells me “your mobile plan does not include any new subscriptions to Apple Services”. I’ve been into setting and confirmed my number is correct. I’ve also removed and reinstalled the app as well as restarting my phone. 
Ive tried to call 150 but the self service system sends me around in a loop and I can’t get to speak to anyone. 
An I missing something? Is there an easy way to speak to someone on 150?

Thanks

[Christopher_G]

Hi @Beth0013 

Welcome to the community.

It sounds like something we'll need our technical support team to help you with. If you call 150, follow the options for mobile technical support, you should get through to someone.

Let us know what happens please.

Chris

[kamyk18]

You have to click on the link you received while using data. It's not going to work if you're connected to WiFi. Click on the link you received and they will ask you to confirm your iCloud password or sign in with different one. Literally take 10 second.

[Kingarthur64]

It appears I have the same issue. Took the 6 months Apple Music offer and appears to be working fine etc allowing me to stream etc, but no where does it show that I'm in any sort of plan or subscription. Apple Music just shows my last free trial which expired way back. Not really a problem but you'd think it would show somewhere. Any ideas?

[Kingarthur64]

Did anyone get a solution to this problem. I appear to have Apple Music working streaming fine, it just doesnt show anywhere in Apple that I have a current valid subscription, just shows my previous expired trials.

[Leanne_T]

Hi @Kingarthur64 

Thanks for coming here. 

If you log into your My EE app and select add-ons, does the Apple Music add-on show? 

Leanne 🙂

[Kingarthur64]

Hi Leanne, yes it does show as an active add-on on the EE app, and Apple Music is working fine (as far as I know). Its just that nowhere on Apple Music either itunes or on mobile phone does it show that I am a subscriber. I suppose all the while its working and I'm not being charged there isn't a problem. Just seems strange by Apple. I will have to make a note to remove the add-on after 6 months.

[Leanne_T]

Hi @Kingarthur64 

We will send you a text to let you know the trial is coming to an end before you are charged. 

You could try contacting Apple to see why this isn't showing for you. 

Leanne 🙂

[Kingarthur64 · Accepted solution]

Hi Leanne, as you suggested I have contacted Apple support via chat, they have said subscription for 6 months shows against my Apple ID at their end and not sure why not showing as a subscription in Apple Music or my Apple ID on iPhone or iPad. So, left it at that and as you say will hopefully get a reminder near end of free period. At least it’s working, thanks for the assistance. Keith

[Leanne_T]

No problem @Kingarthur64 

Thanks for the update 🙂

Leanne.