topic Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested in Archived Posts

Help linking Data Plan to Apple Watch - no improvement after timescale suggested

AshleyLoynton — Fri, 07 Aug 2020 07:42:30 GMT

i have been in touch with customer support this week as my new Apple Watch is not connecting to my data plan. I have tried all steps required (unpair, update software, turn off WiFi).

In the Watch app the watch is showing as not having a network provider or ICCID number.

when I try to sync a data plan I get this webpage message every time:

Mobile data cannot be set up with the price plan you have.

You need to be on an EE Pay Monthly phone plan or Phone Sim Only plan to be able to add an Apple Watch Subscription to your account.

this is despite me purchasing a watch plan already and being told on the phone it is setup correctly and there is no apparent issue on my account.

Information from Tech Guru team (?) is that there is an EE wide issue merging phone contract and watch contract plans. But there are posts about this same things spanning years on here. I have been told to just keep trying every 48hours. I have already been offered one payment discount as essentially I am not getting the full function for the cost I am paying.

beyond that I just wanted it to work and I’m not sure just “try every 48 hours” is reassuring.

It was raised as a complaint (by the customer support) as they said that helps it create a ticket for the Tech team and I still have the complaint ID number if that is needed? However that ticket was closed because it was an already known issue. So I am not sure how I can chase it up and move to a resolution?

any help and advice from everyone would be great.

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

Jon_K — Fri, 07 Aug 2020 11:41:31 GMT

Hi @AshleyLoynton

I'm sorry to hear this is still happening for you.

Are our Tech Gurus calling you back regarding this?

Do you currently have an investigation ticket open with them?

Jon

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

AshleyLoynton — Fri, 07 Aug 2020 12:05:04 GMT

Hi Jon

Thanks for the reply.

I am supposed to be having a call next Monday but not from the Tech Guru Directly. Someone else who spoke to them while I was on hold. He said he would call me back just to check it was all fine. However he also said they closed the complaint ticket (that the customer service handler opened Himself) because the Tech Guru already knew of the issue for others. Not sure why they closed my specific ticket?? Also it’s odd if it’s a known issue but seems to be cropping up for years with people - as if it’s not fixed or keeps happening.

the ticket ID was 13557773

does that help you or anyone see if this is anywhere near being resolved. As I can’t see the courtesy call I’m going to get on Monday be anything other than me telling the person calling that it is still not fixed. 🤷🏻‍♂️

Thanks

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

Jon_K — Fri, 07 Aug 2020 12:28:48 GMT

Thanks @AshleyLoynton.

It sounds like you'll be getting called by another one of our Tech Gurus.

I'd recommend waiting for this call and seeing if they're able to resolve it for you.

Jon

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

AshleyLoynton — Fri, 07 Aug 2020 13:46:16 GMT

It was someone called Jack. Not a tech guru, he put me on hold while he said he was speaking to them when I phoned earlier in the week.

I find it odd when you call EE they said it’s a wider known issue. But to me that would impact lots more people whereas it seems quite random. On hold again now and they seem to suggest they might be able to look into it. Like others before me, I don’t know why we have to be so persistent to get the help needed when this issue seems to happen to people time and again and the solution appears the same or at least similar.

thanks for your reply.

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

Leanne_T — Fri, 07 Aug 2020 14:08:18 GMT

Hi @AshleyLoynton

Let us know how you get on.

I hope this is sorted soon for you.

Leanne.

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

AshleyLoynton — Fri, 07 Aug 2020 14:14:43 GMT

Thanks.

Was put to Level 2(?) and they reopened the ticket as Tech Guru now suddenly (during the call) told them they do actually know a fix a for this that can be done (it’s so random, no idea why that wasn’t the same when I last called) but that they will have to phone me in the next 48-72 hours to do this.

I am sure there is a method to it all, but it doesn’t half feel a little bit made up as it all goes along! Hah.

fingers crossed anyway still.

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

Leanne_T — Fri, 07 Aug 2020 14:22:22 GMT

Thanks for the update @AshleyLoynton

Our Tech Gurus will be doing everything they can to help you get set up.

Keep us updated if you can 🙂

Leanne.

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

AshleyLoynton — Thu, 13 Aug 2020 22:43:16 GMT

So, had a call earlier this week expecting it to be the tech support with the solution (as that was what I was told would happen within 48-72 hours). However all the caller confirmed to me was that they couldn’t fix it yet but that the status was it would be fixed Wednesday or the latest today (Thursday).

not surprised but it still hasn’t been resolved! Also never received the next phone call which I was told would happen by the end of today.

have tried unpairing the watch and pairing again myself. Still no luck.
Things have changed in that I now get an error code number (013) but ultimately the problem remains.

quite unimpressed with this now. Still have my complaint ticket open.

does anyone from support monitor these community threads to update on this??

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

Katie_B — Fri, 14 Aug 2020 06:58:52 GMT

Hello @AshleyLoynton.

Thanks for coming back and letting us know this is not yet resolved.

I would love to see if I can look into this further.

I have sent you a private message for more information.

Katie 🙂

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

AshleyLoynton — Fri, 14 Aug 2020 07:26:35 GMT

Hi, have sent a message.

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

10cc1965 — Thu, 27 Aug 2020 18:11:24 GMT

I’m having exactly the same issue since I got my watch as of today and have had very much the same sort of responses as you Ashley. It’s pathetic EE! The sceptical side of me says this wouldn’t happen if customers got their watches from yourselves?! Rather than being fobbed off why is a reason not being given, as to me surely the plan could be added from your end?

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

AshleyLoynton — Thu, 27 Aug 2020 21:38:28 GMT

Sorry to hear this as I know it’s infuriating when you know it can be solved.

interestingly enough, based on your comment , mine was purchased with EE. Whether it made any difference I don’t know.

what I will say is THERE IS A KNOWN SOLUTION. Mine is working now however the really poor show is the fact it took me five or so phone calls and also the calls I received from EE on top of that to ‘check’ the status of my issue. Plus messages here.

it came across to me that’s it just pot luck whether you get through to someone on the phone who is willing to transfer your issue up the Levels of Knowledge and tech support. This isn’t supposed to be rude but the first call handlers you get to simply do not know the way to fix it, they have to escalate your case. Twice I spoke to someone who was evidently aware of what the problem was and took the relevant details about my phone and watch and then a day or two later phoned me back to relink my data plan and it was working in minutes.

keep on at them, tell them you’ve done all the normal things (unpair, re pair, turn off WiFi on both devices then try to connect data plan, updated software on both devices) as that’s what the first level call handlers will simply suggest.

make sure you get a complaint ticket number too as that’s only way I got call backs to check on things. Plus a refund of costs to cover time when I couldn’t use the device despite paying for a plan.

the final person who helped me said EE know of the issue, don’t know why it happens, but know how to fix it. Don’t know why random people have to be so persistent to get it sorted.

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

10cc1965 — Thu, 27 Aug 2020 23:22:57 GMT

That’s brilliant info thanks. Glad you got yours sorted. I’m scheduled to have a courtesy call next week from them. I bet if my 3 mobile plans and broadband were due up now and I threatened to leave suddenly there might be a miracle cure!!

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

10cc1965 — Thu, 27 Aug 2020 23:23:57 GMT

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

alexxxbatista1 — Wed, 02 Sep 2020 12:32:05 GMT

Hi, have you solved your problem?

I'm having the same issue here.

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

10cc1965 — Wed, 02 Sep 2020 15:29:58 GMT

No. Not yet unfortunately. Was 100% promised a call today.....Still waiting!!

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

Christopher_G — Wed, 02 Sep 2020 15:39:08 GMT

Sorry to hear you haven't heard back from them, @10cc1965

Hopefully they're in touch soon.

Chris

Re: Help linking Data Plan to Apple Watch - no improvement after timescale suggested

10cc1965 — Sun, 06 Sep 2020 13:51:32 GMT

So this is a heads up to those with this issue. I spoke to a tech guy the other day who sorted this problem. If you have mobile and broadband plans with EE, you have them linked to your EE app and try to add the plan to your watch, the site doesn’t understand what plan you’re linking it to, hence you can’t get the Apple Watch plan. The tech guy (Alan I think his name was) removed the broadband plan hence allowing me to set up the plan via Apple Watch app on the phone. He then reinstated the Broadband plan on my app. As another tip, when I logged in to do this I manually inputted my log in details rather than touch screen them. To test it out, once you’ve done this and had confirmation the plan has been set up. Turn your phone off and you should see your watch mobile data aerial symbol turn green. If not just touch it and make sure mobile data is on. I’m not very tech minded so hope this is a basic enough explanation for those oike

me to understand.