No Apple One after upgrade

[andydragonuk]

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I have upgraded my sim to full works. The roaming and the watch data has all worked but I don’t have Apple One. The app says I have it as an add on but it’s not in EE Plan benefits so I can’t add it. 

The the prior addons I had as my package (Netflix, Apple Music and Xbox) are still showing as active though

Have left it a few days to catch up but nothing

any advise? 

[Peter_W · Accepted solution]

Hey, @andydragonuk 

If you have the EE app, can you please go to Manage > Your number, then scroll down to your mobile plan?

This should show either Full Works, or Full Works iPhone, and if it's the former then you won't have Apple One as an option. 

If it is the incorrect plan showing, please give our team a call, and they can look into whether this can be switched.

Peter 

[andydragonuk]

Thanks for the reply

yes it’s full works for iPhone and it does display the Apple One addon as my inclusive addon

i really don’t like calling if I can help it. Which I know is a ‘me’ problem so was hoping there was a way to trigger it without having to

but I shall do, thank you

[andydragonuk]

So… I spoke to the tech guy at EE.

Having a pre-existing Apple Cloud subscription is apparantly the issue. I needed to cancel that and then when that runs out (mid  August) I can then add the EE Apple One. After that I should be able to add back the iCloud storage upgrade,

it’s a bit of a faff to be honest, it would have been helpful to know the conflicts but hopefully this will be the solution

[Webby1974]

Hi 

i have just upgraded . All i have done is gone into icloud + features then manage plan . Then clicked on apple one subscription from ee and all working 

[andydragonuk]

So it’s still not working. iCloud has now ended, the technical help haven’t been any help, had multiple activations and nothing is getting it to connect. 

the EE people are not helping, they don’t seem to know why it’s not working 😢

[Katie_J]

Hi @andydragonuk. 

Have you been back in touch with tech since your subscription ended?

Katie

[andydragonuk]

Yes

No use, they said they tried a few times to deactivate then reactivate and it’s still not working,

I do seem to have Apple Music from the old addon active, I did highlight that as to if it might be an issue s and they said no. But it’s still not working and I’m pretty frustrated

[Katie_J]

Did the team raise a ticket @andydragonuk?

I understand how frustrating this must be. 

Katie

[andydragonuk]

They didn’t say anything about further investigations or any tickets. Kind of just left it unresolved really.