Apple TV+ activation not working

[pauleo333]

I recently upgraded my phone and selected the Apple TV+ as my add-on but when I follow the link in the text message i just get a screen that says “Cannot Connect’. I did have this add-on active when I upgraded 2 years ago and had no problems.

[Leanne_T]

Hi @pauleo333 

Thanks for coming here. 

Are you tapping the link when connected to WiFi or using mobile data? 

Thanks 🙂

Leanne.

[pauleo333]

Morning Leanne,

I’ve tried it both on Wi-Fi and mobile data and get the same message.

Pauleo 

[Leanne_T]

Thanks @pauleo333 

Can you try copying the link and opening this in a different web browser, does this work for you? 

Leanne 🙂

[pauleo333]

When I open the link in safari or chrome it just redirects to the home page for Apple TV. 

Pauleo

[Leanne_T]

Thanks @pauleo333 

Can you go into Settings > iCloud > Subscriptions > EE Plan Benefits, does Apple TV show? 

Leanne.

[pauleo333]

When I click on EE Plan Benefits it displays a message saying “your mobile plan does not include any new subscriptions to Apple services” although at the top of that screen it says that my subscription to Apple TV+ expires on 10th Aug 2023.

[Leanne_T]

Thanks @pauleo333 

Do you have an active Apple TV+ subscription with Apple and this ends on this date? 

Leanne.

[pauleo333]

No, I believe it was included when I last upgraded through EE as my previous EE contract would have run out on that date.

[Leanne_T]

I see, thank you @pauleo333 

If there is an active subscription you would need to set up the inclusive add-on after this ends. 

Leanne.