Unable to activate Apple TV+ subscription

[jam_carp]

I have just switched to EE broadband and TV and can apparently get six months of Apple TV+ for free. However, whenever I try to activate this in the EE app, I get an error message at the point when it will apparently take me to the Apple website to set it up: "We've had a problem loading this info. Please, try again in a while".

I have seen that others have had this problem and somebody suggested using a web browser on a computer, but when I do that on my PC, it doesn't even offer Apple TV+ as an option when I look at my TV services.

Can anybody help?

[Peter_W]

Good morning @jam_carp.

Welcome to the EE Community 😁

When you're looking at your account, did you select the option to add Apple TV, and does this show as active?

If this is showing, can you try heading to tv.apple.com/gb/carrier and see if this allows you to link it with your account?
Peter

[jam_carp]

Hi,

Thanks for the reply.

In the app on my phone, under TV and sport subscriptions and "Manage extras", I can see an option to start activation of the 6 months free trial. In the middle of it, it says "Needs activating". When I click on "Start activation", I get (and still get) the error message that I referred to in my original post.

On the website, if I click on "plans and subscriptions" and then "Manage TV & Sport" I don't see anything about Apple TV anywhere - it's completely absent from the "Manage extras" tab (and it doesn't appear under "Get extras" either). And to be clear, it doesn't appear in the list of things I'm already subscribed to either.

[Peter_W]

Thanks for checking that, @jam_carp. 

If this also isn't showing as an option via browser, I'd definitely recommend reaching out to our customer care team so they can look into getting this activated from our end 😊

Peter

[Customer_404]

Hi @jam_carp 

I think I have the same issue as you and it’s been a problem since my service was activated. I haven’t yet called Customer Services about this but I’m hoping to this week. 

Some screenshots below:

This only appears on the app and there is no mention of Apple TV+ when viewing my account on a web browser as you have also reported.

[hywelmorgan]

Was there a solution to this? I have exactly the same problem

[Alex_H]

Hi @hywelmorgan,

Welcome to the EE Community

When trying to activate via the app have you tested on both Wi-Fi and your data connection? And if you are an iPhone user is iPhone private relay active or any VPN active also? 

The Apple TV+ offer once added can either be activated via the app or via a link sent by text when the offer is first added, if you check back in your texts from us do you have any activation link? 

If the app does not work and you have no text the best thing will be to give us a call when you get a chance so one of our guides can access your account and help get it sorted. Contact Us To Request Technical Support for EE TV | EE

Alex

[hywelmorgan]

Hi 

I've tried from the App over WiFi and Mobile network (O2 as I'm not with EE). Private Relay is disabled and no VPN

I haven't recveived any activation link via text

The option to Activate Apple TV is in the mobile app but not when I access from a PC

Hywel

[Alex_H]

@hywelmorgan Thanks for coming back to try those steps, I am sorry they have not worked. If its neither working in app and you have no text please give us a call when you get a chance so one our guides can help get it sorted.

Alex

[R3fan]

Having the exact same problem and have spent hrs on the phone and online with EE to no avail.