topic Re: New Apple watch Family set up? in Archived Posts

New Apple watch Family set up?

Stevie001 — Wed, 23 Sep 2020 14:00:45 GMT

Apple have just announced the new family set up where I can pair a watch series 4 or later to my phone. Set it up for my Son with a cellular plan and he can use it independently from my phone. meaning he has his own number. I have been trying to set this up but it wont connect to EE and allow the new plan to be set up. I have been speaking to EE but they are also stumped on how to get this activated. HAs anyone else came across this issue

Re: New Apple watch Family set up?

Schockwave — Wed, 23 Sep 2020 14:36:41 GMT

Hello @Stevie001 ,

Welcome to the community,

Were you trying to pair it with your IPhone or was it setting up the cellular plan? Have just been in the Apple Watch App on IPhone and clicked on about and right at the bottom is the user guide, which might help, although cannot see anything about cellular and cannot help you with the latter.

If you are having problems pairing, you need to have the watch on your son and then click pair in the App and then as family member. Hope this helps, otherwise you may need to speak to Apple or someone else may come up with a solution.

Re: New Apple watch Family set up?

CraigPugsley — Fri, 25 Sep 2020 07:26:52 GMT

Yup, same problem here. I have an AW4 that I’m trying to set up for my daughter. Gets to the mobile data page, then errors with code 134.

Also been speaking to EE support - been escalated - but they also appear to be stumped. No word on a fix from them yet.

Re: New Apple watch Family set up?

Leanne_T — Fri, 25 Sep 2020 14:37:23 GMT

Hi @CraigPugsley

I am sorry to hear this.

Please keep us updated with how you get on with the set up once the team get back to you.

Hope this is sorted soon for you.

Leanne.

Re: New Apple watch Family set up?

Schockwave — Fri, 25 Sep 2020 10:28:01 GMT

@Stevie001 @CraigPugsley , was this a new watch? If not you need to erase it first and set up as new, according to Apple on their website. Here is the page if you are interested:

https://support.apple.com/en-gb/HT211768

Re: New Apple watch Family set up?

jonoharvey — Fri, 25 Sep 2020 14:06:10 GMT

Hope you've got it sorted. How much does Family Setup cost per month? Thanks

Re: New Apple watch Family set up?

Alex_S — Fri, 25 Sep 2020 14:41:14 GMT

Hi @jonoharvey,

Welcome to the community 🙂

Have you already purchased an Apple Watch that you want to set up for a family member?

You can view our Watches and plans on our shop pages if you are looking to set up a new line or upgrade an existing Watch plan.

Alex 🙂

Re: New Apple watch Family set up?

Stevie001 — Fri, 25 Sep 2020 14:46:58 GMT

Still not sorted yet, EE have escalated it to a different team. They are aware of the problem but the team that has to look at this particular problem have up to 72 hours from when it was escalated to them on Wednesday to call me back. even though i first reported this problem last Saturday. 😞

Re: New Apple watch Family set up?

jonoharvey — Fri, 25 Sep 2020 14:53:49 GMT

I would buy a watch elsewhere outright, just trying to find out how much would cost to add the Family Set-up as I want the watch to have a different number than my phone.

Re: New Apple watch Family set up?

Schockwave — Fri, 25 Sep 2020 14:53:47 GMT

Hello @jonoharvey ,

Welcome to the community,

Please can you remove your personal details as per forum rules, this is public and could cause you problems..

The watch gets its own number, but has to be paired with the IPhone, I would suggest you take a read on the Apple website, the link I have placed here further up for explanation of how it works. The number is only for billing purposes, by the way.

Re: New Apple watch Family set up?

CraigPugsley — Fri, 25 Sep 2020 20:29:19 GMT

OK, all sorted now. Had a call from someone at EE support (sounded like he was fairly knowledgable about Family Setup - certainly one of the only people who have called it the right thing, rather than ‘family plan’).

By the time they called me, they had already set something up their end. I had to go to the mobile data page. It said everything was set up. Nice one!

So, yes, clearly something they had to get set up their end.

I was told my contract was not set up right in the first place. Something to do with who I bought it from. Anyway, EE clearly weren’t on top of this new Family Setup and had to fiddle with something to make it work.

Unfortunately, i think the advice was that you need to go through the process, to find the right person to speak to in support. Eventually, you’ll get through to 2nd or 3rd line support, and they’ll fix your issue.

Good luck!

Re: New Apple watch Family set up?

Stevie001 — Fri, 25 Sep 2020 21:18:18 GMT

My case has been escalated I’m told they will get back to me in 72 hours . Did it take them long to get back to you?

Re: New Apple watch Family set up?

CraigPugsley — Fri, 25 Sep 2020 21:22:24 GMT

Yup, took at least 72 hours.