Apple Music inclusive extra not applying

[ColinXSD]

I am getting similar problems, I can open Apple Music and play music I have played before but if I thy searching or viewing my Favourites or Libraries it asks me to subscribe. The EE App shows Apple Music as an included extra whereas Apple doesn't show it any more (it used to show as being supplied by EE).

Colin

[Alex_H]

Hi @ColinXSD,

Thanks for visiting the EE Community

Is this music you have downloaded to your device you can play still or still streamed music? Have you tried clearing the app cache and data if it is an option on your phone or re-installing the app entirely? 

Alex

[ColinXSD]

Hi Alex_H,

It seems to play all music (downloaded and streamed) that I have previously played, I just can't add anything new to or view libraries or favourites.
I will see if I can clear the cache (I don't know how to do that or even if it is possible) and/or re-installing.

Colin.

[Alex_H]

@ColinXSD That is a strange one but it does sound like it recognises you do have a subscription still, so may just be an app issue. If you use an Android phone you should be able to clear data and cache for the app by going to Settings> Apps> Apple Music> Storage.  
 

For an iPhone they don't have a specific clear cache and data function. You can try offloading the app first in Settings> General> iPhone storage. But I would recommend a full reinstall to make sure anything that could be causing the bug is cleared. 

Alex

[ColinXSD]

I couldn't find any way of clearing the app cache and re-installing the app has made matters worse, I am left with only one song I can play which I bought in 2019 😞

Colin.

[ColinXSD]

It is on my iPad Mini and as I previously said, re-installing has made it worse. I use the iPad Mini for Music in the Car and I chose the Plan to have the Free Extra to use Apple Music, without Apple Music working I may as well change to a much cheaper plan and get Apple Music straight from Apple.

Colin.

[Alex_H]

@ColinXSD I am sorry to hear that hasn't fixed things. Do you have Apple Music on another device, like your phone? As it is worth trying to rule out if this is actually a problem with your subscription or a problem with the device itself.

Have you restarted your device after the re-install? Try visiting the verification link on the mobile data of the number which has the subscription included to see if it works again after doing that.

Alex

[ColinXSD]

Yes I have Apple Music on other devices but all come up with a similar message to this: 

that I copied and pasted from my Windows PC. They also still allow me to play existing music similar to my original probem.
I did try connecting my iPad Mini to my Mac Mini and Syncing the Music thinking I may get some of the Music back but that hasn't made any difference.

That Verification Link comes up (after a long wait 'loading data') with a brief message saying something like 'No subscrition found through Network Provider' them I get the offer of a free trial.

Colin.

[Alex_H · Accepted solution]

Thanks @ColinXSD that is helpful, it definitely sounds like the subscription is the problem then.

If you login to the EE app and from the Home section of the app select Add-ons, is Apple Music still showing selected in the Your inclusive extra section? 

If it isn't, select it and then you should be able to verify your subscription again through the link in my last message. If it is still showing selected then please reach out to our technical team, they may just need to remove and re-add the add-on to retrigger the setup again so you can go back to using it as normal.

Alex

[ColinXSD]

Yes the Apple Music is showing as my Extra for my iPad Mini's phone number when I checked yesterday from my iPhone but to be sure I tried direct on my iPad Mini in case the was cached data or some sort of disconnect (after a long time updating the EE App) I saw it offering me a free trial of Apple Music (so thought I had found the problem) but when I selected it it said I already had it as an Extra.
So I will try contacting the  technical team  tomorrow.

Colin