topic Re: Apple Watch eSim Serial Number in Mobile Services

Apple Watch eSim Serial Number

LeKads — Mon, 01 Aug 2022 16:41:26 GMT

Hi,

I just subscribed to Apple Watch plan but I am struggling to make it work.

I need to activate the Cellular plan but EE website is asking me for eSim Serial Number 12 to 14 character. Not sure where I find this on my Apple Watch.

anyone encountered the same issue pls?

thanks

Re: Apple Watch eSim Serial Number

Leanne_T — Mon, 01 Aug 2022 17:36:14 GMT

Hi @LeKads

Thanks for coming here.

Did you purchase the watch from EE?

Have you followed the steps in our How do I set up my Apple Watch on a Paired Plan?, Help page?

Leanne 🙂

Re: Apple Watch eSim Serial Number

LeKads — Mon, 01 Aug 2022 17:40:53 GMT

No I did not purchase the Apple Watch from EE.

I did follow the steps to set uo the watch and it is paired ok with the ohone but the esim seems still not activated. On my EE profile, I do see the additional plan but the watch cannot connect. I tried to link the new esim to my mobile number and activate but that is where I am asked an esim serial number and I don’t know what it is.

thanks

Re: Apple Watch eSim Serial Number

Christopher_G — Tue, 02 Aug 2022 07:12:59 GMT

Hi @LeKads

I think the best thing to do here is speak to our Mobile Care team. They'll be able to check which plan is activated from our side and help you get your watch set up.

Chris

Re: Apple Watch eSim Serial Number

LeKads — Tue, 02 Aug 2022 11:52:35 GMT

Thanks @Christopher_G

I did ring them but because my wife is the account holder they couldn’t help. And she’s away right now. I couldn’t make them check what is required for the sim to be activated. So I’m stuck for the time being and hoping someone has encountered the same issue with EE before and can help me

Re: Apple Watch eSim Serial Number

Christopher_G — Tue, 02 Aug 2022 12:26:47 GMT

How did you take your plan out, @LeKads? Was it through the 'Watch' app?

When you get into that app, what does it say under the 'mobile data' section?

Chris

Re: Apple Watch eSim Serial Number

LeKads — Tue, 02 Aug 2022 12:52:27 GMT

So I used Apple Watch app on the iphone. Then went to mobile Data, then clicked EE as that is the plan I see there with a warning icone and when I click on it I go to EE website and on Account Settings there I see that I can activate my esim and link it to my number. That’s where I need the serial number that is no where to find pls see below screenshots from my phone showing the steps

Re: Apple Watch eSim Serial Number

Christopher_G — Tue, 02 Aug 2022 13:29:41 GMT

It looks to me that the plan is set up, @LeKads. That's why I'm a bit confused as to why it's asking you for a SIM/eSIM number.

I think the best thing to do is to either ask the account holder to call. Or have them call when they're next with you so that we can check everything our side.

Chris

Re: Apple Watch eSim Serial Number

LeKads — Tue, 02 Aug 2022 17:04:40 GMT

She tried to call 4 times. Line is busy and after 15min it just hangs up… your hotline seems unreachable…

Re: Apple Watch eSim Serial Number

Leanne_T — Tue, 02 Aug 2022 17:13:02 GMT

Hi @LeKads

I'm sorry to hear she has had had difficulties getting through, if she can try calling us again on either 150 or 0800 079 8586 the team will be happy to help.

Leanne.

Re: Apple Watch eSim Serial Number

LeKads — Tue, 02 Aug 2022 20:49:54 GMT

Finally managed to get them. They solved the issue.

They had to take the EMEI number and make sure the watch is paired to the phone (reboot/desactivate wifi & Bluetooth).

pb solved now thanks

Re: Apple Watch eSim Serial Number

James_B — Wed, 03 Aug 2022 07:16:22 GMT

Glad you got it sorted @LeKads

Thanks for the update. 🙂

James