Apple Music linking issues

[Jengoy]

We have 5 lines (all iPhone XR, almost two years old with updated OS) and they have had Apple Music for almost a whole year. We had issues with our Verizon plans and everything had to be reset. Four of the lines went back to normal correctly.  Fifth line won’t log back into Apple Music.  I have done everything mentioned in these forums, spent hours chatting with Verizon AND Apple (each say it is the other companies fault), paid an additional $9.99 in order to see if I could switch an individual plan to a Verizon plan.  Multiple issues:

1) Verizon shows nothing wrong with our account. It shows all 5 lines have active and free Apple Music.

2) on my end in the app, the fifth line says “device is not compatible.” 

3) on my end on the website, it says fifth line has plan but is costing me $9.99 a month.

4) When I log into Apple Music, it says “your plan comes with Apple Music” but then I get a notice that “this carrier account does not have an active subscription.”

5) and last but not least, when I call Apple - they says her Apple ID and phone number are not linked together and that neither the phone number or Apple ID have an Apple Music plan.

I have chatted for hours today and they can no longer help - suggest calling Verizon. Every time I call, I get all the way through all the prints only to be hung up on.  I now have a scheduled phone call from Verizon but the earliest is four days from now!

What do I do now?

 

 

 

 

[vzw_customer_support]

We'd like to take a look at your account and see what's going on. Please, Private Message us anytime for a live agent to take a look. - Nick

[Jengoy]

Do I do that here on this site?   I spent hours chatting with someone yesterday.

[vzw_customer_support]

Jengoy, you can Private Message us here for live agent support, along with our Facebook and Twitter handle. Let me know if I can be of assistance. - Nick

[Jengoy]

This issue is still happening.  Last week, I just went ahead and subscribed for a paid Apple Music Subscription even though we should not have to pay for it.  I even went in and changed her plan to the Get More Unlimited 5G UW and it still does not work.  It will not link her apple ID to her VZW line. 

And quite honestly, I am tired of trying.  Every time I try to get updates from VZW, I get a person who has no clue what is going on and I am to explain the issue all over again - ridiculous.  And then they tell me I need to contact Apple - it is NOT Apple's fault...

I have asked VZW to completely re-do her line, like rebuild it all over again (because there are clearly issues inside her phone account/line since I can't change some settings I should be able to change), and I am told "that is the absolute last resort."  I would think that having an unfixed issue for two months would be reason for using the "last resort."

[Jengoy]

So I called and still nothing is fixed!

1 - Verizon says it is Apple’s fault.  Said everything is set up on their end correctly and yet, oddly enough it shows her “free with plan” charging us $9.99.  But that is Apple’s fault.

2 - Apple says it is Verizon’s fault.  Said their system shows Verizon canceled the Apple Music Subscription yesterday and it is all “greyed out” so they cannot do anything to change it. So that is Verizon’s fault.

3 - Meanwhile, no one can do anything to fix it.  She literally had Apple Music on her phone yesterday morning and now - something is so messed up and no one can own up to it or fix it. 

[AppleUserHere]

Go to apple music app on phone, click on listen now, followed by the icon in the top right hand corner that looks like a person. All the way at the bottom, Notice, “joined with Verizon?” Click on it, from there it will validate your subscription and you will not have issues connecting to Apple music. 

[Smartin4_]

I tried doing this today and it told me I didn’t have a current subscription with Verizon but we have the apple one family plan. We added a new line today and it messed everything up with Apple Music. 

[Johanav]

I have the exact same issue on my line as well.. how were you able to reset your other lines? I have tried calling both Apple and Verizon as well and I haven’t had any luck with either one. Thank you 

[Jengoy]

All the other lines on our account (there are four) are listening to Apple Music free of charge and never had any issues.  It is just this one line.

And since I am able to pay Apple Music for it and she has no issues, clearly it is not their fault and there is nothing wrong with the Apple ID..  Apple says their info shows VZW canceling the Apple Music subscription and there is nothing Apple can do about it.

There are a couple of men with VZW who know exactly what is going on and they were reaching out to me once or twice a week with updates, they know it is an issue with VZW - but I cannot reach them at all.  I always get some random person who knows nothing and who asks me to start from the beginning.  So I’m done.   Apparently, it won’t be fixed till we switch carriers.

[vzw_customer_support]

Jengoy, we are here to help! Have you already tried removing the Apple Music add-on and adding it back on to her line? If so, please let us know so we can send a Private Note and take a closer look at your line and get this taken care of once and for all!

ScottD_VZW

[Jengoy]

Tried everything.  There is something wrong with that phone lines account. I cannot go in and remove the add-on. It says I “have encountered an error”. And on some pages on our web account - it says her “device is not compatible” which is crazy since before all this started, she had Apple Music working perfectly from this same device through VZW.  There is something wrong with that line’s account and no one with VZW is able to figure it out. I’ve asked them to completely rebuild that line’s account and the response I get is “that would be our last resort”. Well nothing else is working.  
You can go in and look at my account and see that there are multiple IT tickets associated with this. You can go in and look at my account and see that I have talked to dozens of VZW chat people and no one is able to help.

Apple is set up perfectly - there is something wrong on the VZW side.

We have tried absolutely EVERYTHING!

[CDUKE84 · Accepted solution]

I just went through this issue today, and while my solution may not be ideal, it worked. The reason I lost access to VZ Apple Music, was because I tried to link it to a different AppleID. The first rep advised that I unenroll (which I later found out was not a good move). After two days of fumbling, we were able to get it to work by adding a line to the eSIM. Once the eSIM line had the appropriate plan, we were then able to setup Apple Music under the new number.

I am of the belief that if you unenroll the line, there's no way of re-enrolling it. The issue is not so much attached to the AppleID (or so it seems) as it's attached to the phone line. Luckily I had a patient representative that was able to assist me (2 hour call).

The only reason I opted for the add a line (eSIM) option is because I wanted a local number, so this option allowed me to kill two birds with one stone. Once I had everything squared away, we set the old number to deactivate at the end of my billing cycle. Again, I know this may not be an ideal solution, but it worked.  Good luck.

[vzw_customer_support]

CDUKE84, I can see that you've spent a lot of time on this and I'm glad to hear that you were able to have this resolved. We appreciate your efforts in sharing this feedback with us to help benefit those who may be experiencing similar issues on their account.

[thomasglee13]

I have the had the same issues for months.  But haven't heard of anything related to the SIM or eSIM. 

Since December 2020, I have been on calls with Apple and Verizon. 

My issue is that I see a spinning wheel with the message "Contacting Verizon and validating your Apple Music Subscription"

Apple = they said I have NO Apple Music Subscription with my Apple ID.

VZW = I have called now over 5 times for the same Incident Ticket number and they never call back (after telling me that someone would be contacting me within 2-3 business days).  That was told to me twice and no calls to-date.

The bottom line is that I can play any song from Apple Music.  In other words I have full access to all songs, BUT since I can't verify my subscription, I can't create playlists, etc.

I believe my issue is that I have changed my Apple ID in the last few months associated with the iTunes and Apple Music, which was different from when I first signed up for Apple Music in 2019 with Verizon Wireless.  

I believe that I just need someone from Verizon to allow me to reset the subscription and allow me to re-sign up with my new Apple ID.

Tried calling Verizon today and still no help.  

I have no ties to Verizon.  So at this point, the next step is to cancel and move to AT&T or T-MOBILE with all four of my lines.

[Jengoy]

We did end up canceling and switching. Even paying for Apple Music ourselves with their family plan - we pay less.   🙂

[vzw_customer_support]

Good morning! I'd love to help you with your Apple subscription, so please send us a Private Note so that we can access your account, okay? StephannieP_VZW

[Gabby823]

Hi I just switched my android to a iphone 13 max.  I can't get my subscription to link.  Apple says they don't see anything linked and I spent over an hour with IT.  Can I get some help? 

Thanks 

[Honeymustard9]

Hey! I’m having this problem now. Tried everything, and spent the afternoon on the phone with Apple where they tried everything on their end. Can I please get help? 

[Jengoy]

The only way I fixed this issue was by leaving Verizon Wireless….

[vzw_customer_support]

Honeymustard9, we want you to be able to take advantage of our Apple Music offer. We have sent you a Private Message, we are here to help you.

-Steven