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

[YouAreNumber6]

Exactly the same problem. Apple couldn’t sort it either. 

[Katie_B]

Hello @YouAreNumber6. 

Welcome to the community. 

Did you previously have an Apple Music account before adding Apple Music to your EE plan? 

If you currently have a subscription for Apple Music directly with Apple, this will need to be cancelled in order to enjoy Apple Music through EE.

Katie

[YouAreNumber6]

Nope. Had a trial about 2 years ago for a month that long since expired.

Same issue as previous post. AM seems to work ok, but subscription not visible anywhere, and same message generated when clicking EE Plan Benefits in Manage Subscriptions. The Apple TV one was added without a hitch. 

[Katie_B]

Thanks for confirming @YouAreNumber6. 

Have you been able to speak with our customer care team on 150?

Katie

[YouAreNumber6]

Logged it with Apple

[Katie_B]

Is this still being looked into by Apple @YouAreNumber6?

Katie

[YouAreNumber6]

AFAIK yes

[Katie_B]

When Apple get back to you please be sure to let us know @YouAreNumber6. 

Our customer care team on 150 will also be happy to look into this for you. 

Katie

[Moomintrude]

I'm having exactly the same problem too! Since December 2023 I've been told by EE it's Apple's error and by Apple that it's previously been resolved by EE. Apple say that the EE 6mos trial doesn't show on their systems at all, so they can't issue a code to reinstate it. This is so frustrating! Customers stuck between 2 providers who are not helping and it's clearly a wider problem. I'm on the phone now to the Apple technical team again and will call 150 EE later. Please please get this sorted out EE 😞

[Kingarthur64]

Never did get mine sorted but Apple Music still working for me even though it doesn't show up anywhere. My 6 months expires in April anyway so not really a problem.