Apple Music included add on suddenly disconnected

[TheAndyR]

Hi All

I can no longer access Apple Music although my account has it as a smart benefit.

Was working fine, now suddenly cut off. The Apple Music app checks in with EE, then says I have no active benfit.

Tried reusing the text message originally sent to activate the add on, fails.

Tried re-installing the app.  No change. 

EE say it's Apple.  Apple say it's EE.  I'm in a feedback loop. 

Anyone been able to solve it? 

Thanks

Andy

[Katie_B · Accepted solution]

Hello @TheAndyR. 

Welcome to the community. 

Are you aware if the team have tried removing this benefit from your account and then reapplying?

Katie

[TheAndyR]

EE have now sorted this problem.  A bit of background prodding.  Thanks @Katie_B 

[Katie_B]

That's great to hear @TheAndyR. 

Have a lovely weekend, 

Katie

[Lisa317]

Andy, I am having EXACTLY the same problem now.  EE says Apple, Apple says EE.  I had an Apple Music subscription with my iphone previously but moved to a Samsung.  Now back with iPhone, all my music disappeared.  Did you manage to get it sorted and if so, how?  Thanks.

[Christopher_G]

Hi @Lisa317 

Welcome to the community.

Just trying to understand your problem. Which music has disappeared? Is it music that you've purchased? Are you able to access any music through Apple Music?

Chris