Apple TV 6 month free offer

[PaulH43]

I have recently moved from BT to EE for broadband, TV and Phones and have a new Hub and set top box.  I wish to take advantage of the Apple TV 6 months FREE offer.  However when I select Apple TV it shows a charge of £8.99 per month and when I go to checkout it seems to indicate I will be charged every month form the start.  although the initial charge is zero.  Before I checkout I would like confirmation that Apple TV will be free for 6 months please.

[Michael_D]

Thanks for explaining @Wind001. 

I appreciate that you've spoken to the team previously, but if you are still having trouble, it would be best to speak to them again, and if they haven't already, open a complaint to log this until it is able to be resolved.

Michael

[Wind001]

They did open a complaint but said it is not part of my package, if this is the case why is it continually on my manage extras page ! You keep offering it to me then when I try and apply for the sixth month free trial you say I can’t have it ! If I am not entitled to it then why are you continually offering it to me …..This is false advertising and offering me something  that you have no intention of giving it to me ! 🤔 Not great customer service ! 

[Ali_A]

Thanks for getting back to us about this @Wind001 

We're sorry for any disappointment from the Apple TV trial still being offered while your account is no longer eligible for the promotion. 
The 6 months free Apple TV trial is only available to use one time. 
Once you've trialled or used the service it's not available to use again. 

It's seems like there may be a glitch, which I appreciate it's not ideal. 

It's worth contacting Customer Service so they can raise a ticket to get the correct up to date offers showing for you. 

Ali 

[Wind001]

But I havn’t used this trial  🤦‍♀️… I am just going round in circles with this ! 

[Ali_A]

Thanks for clarifying @Wind001 

Have you spoken to Apple to see if there are any reason why the deal may not activate on your Apple ID? 

Any restrictions to the offer can be found at How Do I Get Free Apple TV

Ali 

[Wind001]

Yes spoken to apple they cannot reset it as the promotion came from EE , you need to reset it which you have done once but it didn't work , still unable to activate it ! 🤦‍♀️

[Ali_A]

@Wind001 

As there is no block on the Apple side, I'd recommend getting in touch with Customer Service again to see if they can raise another ticket for it to continue to be investigated.

Ali 
 

[Wind001]

Ok , will do …. Thank you 

[Merantun]

Was this resolved to your satisfaction?  I'm going through the same experience as yours, utterly exhausting and frustrating.

Quite unbelievable that this can happen.

[Wind001]

No it has not and never will be , despite numerous calls and two complaints they have basically said Tough Luck, it’s an extra and not part of your contract . Absolutely awful customer service from their sales and complaints team , can’t wait for my contract to end and I will be leaving EE- only 23 months to go  , I always had wonderful customer service from BT who I was with for nearly 30yrs  !