topic Re: Apple Watch series 6 - unable to add data as EE account not eligible in Archived Posts

Apple Watch series 6 - unable to add data as EE account not eligible

matteofadda — Tue, 21 Sep 2021 21:35:39 GMT

Hi everyone!

I joined EE as a new customer almost a month ago and since then I have not been able to set a mobile plan on my watch.

I have a monthly plan with iPhone 12 Pro Max and I own a watch series 6 (bought directly from Apple). I seeked assistance via webchat at first to set up my watch line. They advised it would take 4 hours, then to reset and re-pair watch and phone and that’s where all the trouble started.

After these 4 hours nothing happened, webchat told me to wait 24 hours and so I did.

I then called 150 and spoke to several people in Tech which did not know what to do, one of them suggested to restart the plan from scratch since a webchat operator could not just ‘drag n drop’ a plan on a non-EE watch directly.

They cancelled my watch line, everything deleted and they advised me on what to do and how to set up a mobile plan myself.

However on the mobile data page of my watch a weird message keeps appearing:

Your EE account is not eligible to enable mobile data on your Apple Watch. Contact EE at 150 for more information.

Several hours of phone conversation with the phone team, tech 1 and tech 2 have brought nowhere. Finally tech 2 told me that this was a ‘known issue’ and the deadline for this problem to be sorted would be 10 days (it might have come forward and tech 2 advised to keep trying pairing the watch if I wanted!)

I had to open a formal complaint etc, today I received an update from the complaint office since Tech 2 have disappeared and nobody phone called (I also have a separate issue with WiFi calls on other devices too that had to be escalated and has not been solved either) and the complaint office informed me that the timeframe has been extended and there is no set date when this problem will be resolved.

I am utterly disgusted by the level of inconsistency between officers working in the Tech department since everyone I have spoken to has told me different things furthermore I don’t know what to do and i am genuinely loosing the confidence that this problem will be solved.

I had a look at this forum and I saw many people have similar problems but nobody had them recently - I really need this matter sorted as quickly as possible or I won’t have any other choice than leaving EE for good…

Any advice anyone?

Re: Apple Watch series 6 - unable to add data as EE account not eligible

Leanne_T — Wed, 22 Sep 2021 07:16:21 GMT

Hi @matteofadda

Thanks for coming to the community.

I am sorry to hear this and have sent you a private message on the community to get some extra details from you 🙂

Speak soon.

Leanne.

Re: Apple Watch series 6 - unable to add data as EE account not eligible

Welshlad1 — Wed, 22 Sep 2021 07:31:35 GMT

I’m having this exact same problem with a series 6 and iPhone 12 Pro Max, saying my ee account is not eligible, they have added a watch plan on for me there end and it’s still not working and it’s the same with me everyone I’ve spoken to as said different things really stressing me out if you hear of a solution or if I do first let me know please 🙂

Re: Apple Watch series 6 - unable to add data as EE account not eligible

MSV-10 — Thu, 23 Sep 2021 10:42:46 GMT

@matteofadda @Welshlad1

The level of inconsistency and professionalism is the worst I’ve ever come across period. The buck passing is extraordinary.

I have the same issue as so many. I’ll link to my thread in a moment. I think it’s on its 3rd page. See my last post I think it’s a fair summary.

I am on my 4th tech person to promise to keep in contact and not disappear like the previous ie not responding to emails or failing to call as arranged.

Finally I have faith in the latest contact I have. I hope it’s not blind faith as all the previous gave the same assurances, then dissolved.

edit: link https://community.ee.co.uk/t5/Mobile-Data/Apple-watch-Data-INELIGBLE-Just-rejoined-EE-but-will-cancel-as/m-p/1080002/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufEtUVFpHMkEzUlFaOUVDfDEwODAwMDJ8U1VCU0NSSVBUSU9OU3xoSw

Re: Apple Watch series 6 - unable to add data as EE account not eligible

matteofadda — Thu, 23 Sep 2021 11:00:20 GMT

We shall keep each other up to date. I have a phone call scheduled for this afternoon and I will keep you on the loop on what they come up with.

Re: Apple Watch series 6 - unable to add data as EE account not eligible

MSV-10 — Thu, 23 Sep 2021 11:09:58 GMT

@matteofadda

What I find alarming from your posts is you mention it’s been over a month. I was told the issue was only noted from the 10th of September. The reason I’m unhappy with this is I should have been told by sales when I said I wanted three mobile lines and two watch plans that there was an issue with provisioning watches at the moment. If they had I wouldn’t have moved from virgin. I queried why sales had not informed me and was told it only started on the 10th and I joined on the 8th.

Re: Apple Watch series 6 - unable to add data as EE account not eligible

Welshlad1 — Thu, 23 Sep 2021 13:25:34 GMT

I was told the same yesterday that there was a problem with the provisioning of the watches but they haven’t got a date of when it will be sorted if I knew this would happen I would have cancelled my contract within the cooling off period the only reason I got the sim and watch was to use data on the watch without the phone

Re: Apple Watch series 6 - unable to add data as EE account not eligible

MSV-10 — Fri, 24 Sep 2021 09:28:23 GMT

@Welshlad1 @matteofadda @

Well most of us were told it was not a provisioning issue but due to the 4G WiFi calling problem affecting many of us and also stopping adding a watch plan.

Well 4G calling fixed yesterday so why aren’t our watches working?

Still the same tedious message of

Your EE account is ineligible to add mobile data blah blah…….

So what’s the fix now please?

Re: Apple Watch series 6 - unable to add data as EE account not eligible

Welshlad1 — Fri, 24 Sep 2021 10:34:24 GMT

I’m not sure mate I’m still in the same boat as you, I’ve been promised call backs and emails and still haven’t heard anything I add turn in wifi calls for other devices or add a plan just says my ee account is not eligible but I’ve been told so many different things by different tech employees frustrating

Re: Apple Watch series 6 - unable to add data as EE account not eligible

Petemlaw — Sat, 25 Sep 2021 07:36:28 GMT

Hi .. same problem — upgraded phone and now existing series 6 will not add data plan — have you managed to sort anything ? Cheers

Re: Apple Watch series 6 - unable to add data as EE account not eligible

matteofadda — Sat, 25 Sep 2021 07:45:20 GMT

Hi guys,

An update with no update for you… I’ve been in touch with EE (very lovely lady on the phone) but apparently they still are trying hard to sort the issue - I also had a chat with Apple and they know this problem exists but it’s EE’s fault - they say it might be due to updates not compatible with EE systems so EE needs to update their stuff. Not sure how true that can be but if it is we can just hope the problem will be sorted ASAP…

Re: Apple Watch series 6 - unable to add data as EE account not eligible

Welshlad1 — Sat, 25 Sep 2021 08:12:45 GMT

Thanks for the update matte if I hear anything else il let you know as well

Re: Apple Watch series 6 - unable to add data as EE account not eligible

MSV-10 — Sat, 25 Sep 2021 08:12:58 GMT

@matteofadda @Petemlaw @Welshlad1

Sickening 😤

Re: Apple Watch series 6 - unable to add data as EE account not eligible

Kurt101 — Sat, 25 Sep 2021 11:10:13 GMT

I’m having the same problem with the iPhone 13 pro max and Apple Watch series 6. Both bought from EE at the same time.

Re: Apple Watch series 6 - unable to add data as EE account not eligible

Pjen26 — Sun, 26 Sep 2021 10:03:31 GMT

I had recently moved to EE due to its support for the Apple Watch. When trying to set up an Apple Watch Series 6 that is cellular enabled I keep getting the error “your account is not eligible to enable mobile data”. At for 150 tried to see me a separate physical SIM but when I queried it, I was referred to technical support. Apparently there is a major technical issue with enabling Apple Watches that is being worked on. There is no expected time for resolution. Very frustrating as this was a prime reason for moving to EE and am now trapped in a mobile plan for 24 months.

It would be useful to know what the actual problem is and what the timescale for resolution actually is.

Re: Apple Watch series 6 - unable to add data as EE account not eligible

GavinThain — Sun, 26 Sep 2021 22:01:56 GMT

I have the exact same issue.

Re: Apple Watch series 6 - unable to add data as EE account not eligible

Leanne_T — Mon, 27 Sep 2021 06:58:20 GMT

Morning @GavinThain

Thanks for coming to the community.

Have you spoken to our Tech Gurus by calling 150?

Thanks.

Leanne.

Re: Apple Watch series 6 - unable to add data as EE account not eligible

GavinThain — Mon, 27 Sep 2021 07:33:20 GMT

Yes. They tried resetting phone, watch, repairing, Credit check.

Nothing worked.

I have an iPhone 12 promax and series 6 watch.

They have informed me of an issue at the EE and preventing sign up.

Sent from my iPhone

Re: Apple Watch series 6 - unable to add data as EE account not eligible

Leanne_T — Mon, 27 Sep 2021 07:35:17 GMT

Hi @GavinThain

Thanks for coming back to me.

I hope this is sorted soon for you.

Leanne.

Re: Apple Watch series 6 - unable to add data as EE account not eligible

MSV-10 — Mon, 27 Sep 2021 10:42:43 GMT

@Leanne_T @matteofadda @GavinThain @Pjen26 @Kurt101

This is the highest level of incompetence I I have had the misfortune to come across period….

My issue has been ongoing since joining on the 8th September.

Look please don’t anybody from EE tell me when I speak to them again that although the message of “your account is ineligible…….” has been received by thousands of members going back over 4 years on this community alone, there are many reasons for that message. It may be their account actually is ineligible you may get told😴 “yes a possibility”

The proof of the pudding is in the eating they say, well here the proof of the issue is in EE’s inability to get to grips with a continually recurring issue. The level of mismanagement and technical ability is mind boggling.

If you are new to this thread (or one of the new ones each week) you can look forward to:

Being pushed from pillar to post

Being asked on here if you have contacted the “guru’s’ on 150 (answer, yes that’s why I’m ***^^^* here)!!!

Losing the will to live being asked to pair unpair your phone and watch, turning watch and phone off etc etc

Spending hours and hours on phone calls and messaging.
Being promised calls that don’t happen.
Tech people who apologise for the last tech person disappearing of the face of the earth, before they disappear in 2 days time.
Being told I don’t know why you were told that, it’s incorrect.
etc etc etc

No the list is not exhaustive, no I don’t normally spend my life moaning, yes EE are incompetent.

I am sure I have spent well in excess of 20 hours on this.

Totally dismayed and very angry.