topic Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor in Archived Posts

Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

MSV-10 — Mon, 13 Sep 2021 09:28:50 GMT

EE should hang their heads in shame, no return promised calls and no response to 3 emails.

Just taken out 3 24 month contracts with EE

ONLY reason to change from Virgin was to use data plans on 2 Apple 6 watches

I have the message that the internet is litered with EE members pulling their hair out, it seems for 3 or 4 years EE cannot get to grips with this.

Message "Your EE account is ineligble to enable mobile data on your Apple watch. Contact EE etc"

I have seen so many posts and the general concensus is best of luck!! you need to strike lucky with getting someone at level 2 whao actually undersatnd the problem. Level 3 is the only way.

I knew I was being fobbed off on Friday, promised a call back today (Monday) but knew it was not going to materialise. It Has Not!

Sent three emails to the person I was speaking to who arranged the level 2 putting me through. No Replies 😞

I will need tocancel these 3 contracts before the 14 days, sooner actually due to the watches otherwise I'm massively out of pockecet.

Have been told I have lines available to me, I am eligble and it should be working.

This IS an admin thing as untill the message of "INELIGBLE etc" disappears there is ZERO chancee of moving forward!

I will lose the will waiting for EE or being asked to pair/unpair switch off/back on over and over again.

Please help

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

Schockwave — Mon, 13 Sep 2021 10:10:25 GMT

Hello @MSV-10 ,

Welcome to the community,

Not sure what your problem is, I have Apple Watch and cellular, and no problem with data, if you want to use cellular, and you got the watch elsewhere, then it will cost you £7.- per month, but data is not unlimited and you cannot gift data from your phone, if on contract, whether sim only or phone contract to a watch, if you wanted to use your watch without your phone nearby.

There is no email contact, you will have to ring them. You may get a call today as they said you would, but it could be later in the day. Many of us do not have a problem. Did you take out a data plan for your watch or just for the phones? Have you spoken to the people, who deal with the watch itself? Have you made sure that both the phones and the watches are just connecting to cellular and not wifi when setting up? If there is an error message coming up, what is it?

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

MSV-10 — Tue, 14 Sep 2021 07:42:12 GMT

@Schockwave

Thanks for the reply, I was halfway through a response yesterday when EE called back.
I will update in a bit, suffice to say I didn’t get any form of result.
I have no error message and won’t til I at least get past the message of “ineligible”

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

Leanne_T — Tue, 14 Sep 2021 08:03:38 GMT

Hi @MSV-10

I am sorry to hear this, please keep us updated 🙂

I hope this is sorted soon for you.

Leanne.

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

Rapid99 — Tue, 14 Sep 2021 08:34:43 GMT

Hiya

I have the exact same issue. Spent a couple of hours last week on call to tech support, going through menus and checking settings. No luck. I get the exact same message as you.

I spoke to someone last night after complaining on the forum and they informed me that actually there is currently a known issue with Wifi Calling which effects the Apple Watch as well. The problem is therefore on their end. He said you will also notice that EE Volte (high quality voice calls over 4G) are currently not working.

I am expecting a call back from the device team but apparently there is nothing more I can do but wait.

It's been a disappointing start to my EE contact. Everyone has been friendly but waiting for a call back is no fun. I would much rather messages were exchanged using a messaging platform. It's just not practical to have to wait for a call - miss it and they might call you back in a couple of days....

Out of interest, see if you can turn on EE Smart Number (Wifi Calling on other devices). It doesnt work for me and the problems appear to be related.

https://ee.co.uk/help/help-new/offers-and-services/ee-smart-number/one-number

Also, although I can turn Wifi Calling on, it doesn't work.

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

Rapid99 — Tue, 14 Sep 2021 09:00:20 GMT

Here is a link to my thread for reference: https://community.ee.co.uk/t5/Apple/Can-t-add-data-plan-to-Apple-Watch/m-p/1077162#M115095

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

MSV-10 — Tue, 14 Sep 2021 09:38:52 GMT

@Rapid99

Ok, all much the same but very frustrating I have genuinely spent more than 12 hours online, talking and emailing. All since joining last Wednesday.

On top of what you have said I was told that level 3 don't talk to customers so I could not raise a ticket with them.

I explained I only had 14 days from joining to get this sorted or I would have to cancel as I would be massively out of pocket and the response was "I can help you cancel no problem, would you like to go ahead" That's appalling.

I kept insisting on being put through to level 3 and have a reference number. Was continually told there was no point. Eventually he agreed and I got a number. I asked for confirmation this was level 3 support. Was told it was the Specialist Device Team.

He took the IMEI number of each phone and the IMEI plus SEID numbers of each watch.

As you've said I have had politeness but I cannot get on with my days sensibly wondering if/when I may get a call.

When I have had to contact them each time I have had to explain the whole scenario again and again to the different levels to progress.

The system needs the client to be able to contact EE via a ref where the issue is picked up from the last correspondence.

Reason I am concerned is timescale!!

They may have said its a known issue but googling just tells you hundreds have had this issue over many years. It feels like time stalling, but I hope its not!

EDIT: When were you told last week?

Reason I ask is on last Friday at midday a level 2 called Nathan told me I needed to wait till I was in a different location where it might work or at home connected to my home WiFi !!

I said I had no faith in this.

As above when speaking to a level 2 yesterday, he told me that it was a known issue. I said are you telling me this known issue started just after I came off the phone to Nathan, he said yes. The level 2 yesterday was "another" Nathan

So were you told of the "known" issue before midday last friday?

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

Rapid99 — Tue, 14 Sep 2021 09:56:55 GMT

I was told that there was a knock issue on the board that was raised last Wednesday about Wi-Fi Calling not working.

Apparently its all connected.

No one in the week mentioned this despite the fact they should have known about it.

Like you say, my concern is that its not true and they are buying time. Reading back on some of the old threads, it seems that you just have to hope you get lucky and talk to someone in support who knows what the problem actually is and can solve it. I’ve had different members of support tell me that EE Smart Number does not exists as a feature. It doesn’t fill me with confidence.

Hope they get this sorted soon.

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

Rapid99 — Tue, 14 Sep 2021 09:57:46 GMT

Sorry, that should have said ‘known issue’

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

MSV-10 — Tue, 14 Sep 2021 10:06:52 GMT

I think it is stalling, if it's not then messages do not get through to the tech team!!

Yesterday a tech level 1 lady Rachael said to me that she had just spoken to Jay a level 2 and he said, yeah I definitely know how to sort this. She said I'll put you through. Nothing. No one. Then Rachael came back and said sorry, my system crashed but I've now got Nathan for you who I think was supposed to of called you earlier this morning! but it was apparently a different Nathan

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

MSV-10 — Tue, 14 Sep 2021 10:08:44 GMT

Perhaps someone from the "EE Community Support Team" on here could come back and tell what they are being told, they must have some level of direct contact?

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

Rapid99 — Tue, 14 Sep 2021 11:56:35 GMT

I think it’s this issue isn’t resolved by the weekend I’ll be asking to have my contract cancelled and will probably look to move to O2. They offer Apple Watch support. At the moment I am paying for a service that I can’t use. No Apple Watch support and not Wi-Fi Calling. It seems odd that it takes *days* to fix such critical infrastructure.

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

Christopher_G — Tue, 14 Sep 2021 11:57:57 GMT

Issues like this are best handled individually with our technical support team, which I believe you have both done correctly, @MSV-10.

They follow a diagnostic session, which is a step-by-step process to try and figure out what exactly is causing the issue and hopefully put it right.

Chris

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

MSV-10 — Tue, 14 Sep 2021 12:05:31 GMT

@Rapid99 Yeah I'll have to do the same 😞

I only changed from Virgin to get watches!

Just tell us if technically your staff are struggling?

I think they will be glad if we cancel as the problem goes away.

Reading the hundreds of posts on this it seems that "a few" get lucky and a fix is "stumbled" on by a tech that works. It does NOT appear that "the" fix is ever documented 😞

Just to say that there is an update as from yesterday for the Apple watch 6 and for your iPhone to 14.8

You know that if you have a miracle call you don't want to lose it as you have to update first.

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

MSV-10 — Tue, 14 Sep 2021 12:10:59 GMT

@Christopher_G thanks for taking the time to reply 😎

I think mostly them coming down their flow charts works but here things are definitely different!

This community alone is littered with similar posts for 3 or 4 years.

I think they will be glad if we cancel as the problem goes away.

Reading the hundreds of posts on this it seems that "a few" get lucky and a fix is "stumbled" on by a tech that works. It does NOT appear that "the" fix is ever documented

Again thanks, and I know I just appear negative but that's far from my nature, it is just realism under the circumstances.

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

Rapid99 — Tue, 14 Sep 2021 13:15:45 GMT

Thanks for the offer of a call but I don’t there is any point at the moment unless you have an update as to the status of being able to add Apple Watch data plans.

Out of interest, is it an easy process to cancel a contract within the 14 days?

Thanks

Sergio

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

MSV-10 — Tue, 14 Sep 2021 15:53:37 GMT

@Christopher_G

Had contact from EE again a little while ago.

Happy with their response and I will now give it the time they requested I wait for the Device specialist Team to get back to me.

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

Rapid99 — Tue, 14 Sep 2021 15:57:00 GMT

I missed a call while I went to the loo. So I guess I’m in limbo land for the next few days. However, I am not sure why they need to call me if the problem is on their end unless its to tell me its resolved. Which it isn’t.

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

Rapid99 — Wed, 15 Sep 2021 17:35:18 GMT

Hey.

I wondered if you had heard anything yet?

I got a call from EE today but sadly it just their sales department trying to sell me more stuff. Weird.

Re: Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

rypw — Wed, 15 Sep 2021 18:25:55 GMT

I joined EE on Saturday and couldn't get the data plans to show up on my galaxy watch, I then noticed on Sunday that I have no WiFi calling or 4g/voLTE calling and whenever I do make or receive a call my phone sticks on 2g, after spending time on the phone to technical I tried a family members EE sim in my phone and every worked and my sim didn't work in their phone so I was then told by technical this is a known fault currently, these faults should be pushed to the sales staff to pre warn potential customers before they sign contracts and waste their time, I'm not that bothered about not being able to link my watch but constantly having to put my phone in airplane mode after a making/receiving calls to get 4g back is a joke