I have had a plan through Verizon that has included unlimited Apple Music since July 2020. I have used Apple Music almost every day since signing up for it through my Verizon plan for the last 3 years. Randomly, in early February 2023, my entire Apple Music library disappeared and my phone itself no longer registered as having an Apple Music plan. In fact, under the subscriptions section of the phone, it suddenly said Apple Music was not even a part of my Verizon plan benefits. Absolutely nothing had changed with my account, but my Apple Music was suddenly cancelled and all songs from the last 3 years deleted.
Upon seeing this, I called Apple. They said it was on Verizon's end - Verizon had cancelled my Apple Music and there was nothing Apple could do. In fact, Apple didn't even show that my phone number was linked to any Apple Music account at any time. There was nothing they could do to help me, as on their end, there was nothing showing I should have Apple Music or that I ever had Apple Music with that phone number.
When I visit my account on Verizon's website currently, it shows that I am already enrolled in Apple Music with my current phone number. However, my iPhone 14 Pro itself says I do not have any Apple Music benefits offered through my Verizon phone plan. If I try to unenroll through Verizon's website, it says they're an error and will not let me unenroll. However, on the end of a Verizon Rep, their screen shows I'm not currently enrolled in Apple Music. If the Verizon rep tries to enroll for me, it will not let them click past the Terms and Conditions page.
After speaking with Apple, I called Verizon. I have spent countless hours on the phone with Verizon over the past three weeks. On 2/15, I spoke with Ron, followed by Shante. On 2/20, I spoke with Manny. On 2/23, I spoke with Tinikki. On 2/27, I spoke with Marvin, Vanessa, Maggie, Ebony, and Brandi. On 2/28, I spoke with Jeff. This does not include the numerous chat and text agents I have interacted with. In March, I gave up remembering everyone I've spoken with because, really, what is the point.
In speaking with each of these people, we have tried the following:
- Turning my phone off and on again.
- Verizon sending me a text message with a link to enroll in Apple Music through my plan. It solely brings me to my account on Verizon's website and says that I'm already enrolled through my phone number.
- If I click unenroll for Apple Music on Verizon's website, I get an error message saying, "We have encountered an error processing your request. Please try again later."
- I have tried enrolling / unenrolling on 3 different website browsers.
- Clearing my cache and cookies does not fix the problem.
- I have tried calling Apple while also on the phone with a Verizon rep. Nothing gets fixed and Apple only reiterates that it is a problem on Verizon's end and that they don't show that my phone number has any Apple Music benefit with Apple.
- Erasing and resetting my entire phone, including the eSIM fixed nothing.
-Erasing the Apple Music app and redownloading it fixed nothing.
-Verizon tried changing my plan to a plan that doesn’t include Apple Music and then putting me back on a plan with Apple Music - it fixed nothing.
-Verizon tried unenrolling me from My Online Verizon account and reenrolling me in it - that fixed nothing.
-Verizon tried looking into my old phone number from 2+ years ago to see if my Apple Music was connected to that phone number - it wasn’t and fixed nothing.
Each time I speak with a Verizon rep, they open a support ticket. Within 2 days, the support ticket is closed without anyone calling or saying a word to me and with no one having fixed my problem. I end up having to call back each time, take hours to reexplain the situation as you can never get in touch with the same agent, have the rep reopen the ticket, only for the support team to close the ticket again two days later without a resolution and restart the process.
Is there anyone out there who has any idea how to fix this? Any help would be greatly appreciated.
Thank you!
Side note - The majority of the Verizon Reps I have spoken with have been very nice. Shoutout to Brandi with the 80-acre farm and Jeff in the Arizona desert who each sat on the phone with me for half the day trying to help. I appreciate your effort!
