I have been trying since this morning to add Apple Music to one of my three eligible lines (I am on Beyond Unlimited). I have spoken with Apple for almost two hours as well, and still am not able to use Apple Music on this one line/device (iPhone Xr).
I have logged out of all Apple related services on the device (Apple Music, iCloud, everything that has my Apple ID). I have also removed and re-installed Apple Music.
I was able to login to the Verizon website and *ENROLL* the line, I also got the text telling me to go to applemusic.com/carrier -- I do this and I am presented with an error that states "You don't have an Apple Music membership with mobile service provider". The only option I am able to then click is "OK.
I am NOT subscribed to Apple Music via Apple either, so that is not the issue. It seems that Verizon *thinks* I am enrolled, but it seems that information is not being passed to Apple, as Apple has confirmed four times now that there is NO subscription active for this device/APPLE ID.
The only option I am being presented if I want to subscribe to Apple Music, is to do so directly through Apple. I have another line which was already enrolled in Apple Music, and is on the last month of the 6 month trial -- which I have been told will roll over to the "included" version of Apple Music once the 6 month sub finishes. The line I am having issues with however *is not* *has not* been active with the 6 month promotion.
The only option I see now for the line is to "opt out" of Apple Music, which I do not want to do, as I fear it will block me from re-adding it. NOBODY at Verizon seems to care about working with me to find a solution. I changed to this plan, which cost me a bit more than the one I was on already (but it was worth it to have several lines with Apple Music included) and thus far it seems all Verizon wants to do is point the finger at Apple, and Apple has been more than forthcoming with me, and states that the issue IS ON VERIZON's end.
It also seems that Verizon does not empower their associates to take any level of ownership over customer related issues. It' really sad, because I don't often need to engage with customer service, but the past few times I've had to, it's been tremendously AWFUL. If it were not for the fact that their service works everywhere I go, I would leave for another provider immediately, but at some point the poor customer service will be enough to make that a reality anyhow.
Someone at Verizon, who has some authority, an independent mind of their own, and the ability to read, listen, and resolve is requested to assist with this, as I know I am not the only one who is facing this issue.