topic Re: Apple watch 6 trying to link with my EE plan says plan is family in Archived Posts

Apple watch 6 trying to link with my EE plan says plan is family

BorderAll — Tue, 06 Oct 2020 21:24:34 GMT

So on the3rd October EE upgrades tried adding my new series 6 watch onto my renewed contract.

My phone showed under mobile data the plan problem was every time i try and connect it said my watch needed setting up for family member.

I rang held on 2 occasions totalling about 8 hours with tech support / Holding . Day one tech tried and failed was going too ring back on the 4th. 4th came no call made my second call again despite the tech support trying hard it was decided that level 2 support was needed and i would hear back about 5pm. Its now the 6th October still no call back and watch still cannot connect as it specifies i am subscribed with EE for a family plan. Told twice my account with EE is not a family plan. Anyone got any ideas please

Re: Apple watch 6 trying to link with my EE plan says plan is family

Chris_B — Wed, 07 Oct 2020 07:23:31 GMT

@BorderAll Your watch tariff is a family plan it is not a personal plan.

A Family Member plan operates completely separately from your phone with its own number and allowances. However, your iPhone will need to be the primary device and on the same account as the Family Member plan. You will also be the bill payer.

you find more information HERE

Re: Apple watch 6 trying to link with my EE plan says plan is family

BorderAll — Wed, 07 Oct 2020 07:56:51 GMT

Thank you Chris

My iphone is my device and the number it carries is a number i have had for years. My phone is not part of any Apple family plans.

3 EE employees have told me that my account is not linked too anyone else so my needs are simple associate my personal watch with my personal iPhones and have one number for both devices.

I accept if i was going to use my phone as an organiser device and add someone else’s watch that watch during pairing would need be set up as family. I even tried reset of Apple Watch and setting as family but 2 issues 1 i can not add myself as family 2 it would allocate a new number.

So i am stuck as i do not have any purchased plans see below

Re: Apple watch 6 trying to link with my EE plan says plan is family

Christopher_G — Wed, 07 Oct 2020 08:26:28 GMT

Hi @BorderAll

Welcome to the community.

I've sent you a private message to try and get you some help.

Could you take a look and get back to me please?

Thanks

Chris

Re: Apple watch 6 trying to link with my EE plan says plan is family

BorderAll — Wed, 07 Oct 2020 11:03:03 GMT

Thank you for the PM i have it on email but when i try follow it i am unable to find a way to respond 😁. Small update my case after a further phone call has escalated onto the device management team time frame 72 hours. Pleased to supply the information you asked for but not on a public forum

thanks again 👍

Re: Apple watch 6 trying to link with my EE plan says plan is family

BorderAll — Wed, 07 Oct 2020 19:10:35 GMT

SO.... Big thank you Tracy and David from the community team, solved the problem 6 out of 5

thank you 🙏

Re: Apple watch 6 trying to link with my EE plan says plan is family

Katie_B — Thu, 08 Oct 2020 06:58:42 GMT

Thanks for coming back and letting us know @BorderAll.

I will be sure to pass on your thanks,

Katie 🙂

Re: Apple watch 6 trying to link with my EE plan says plan is family

Bromy2000 — Thu, 26 Nov 2020 23:06:24 GMT

I’m having the exact same problem as this, what was the solution?

when I try to add the watch as a personal watch I get the error to set up for a family member, when I try that it won’t let me add it as it’s a personal watch with my personal Apple ID.

Re: Apple watch 6 trying to link with my EE plan says plan is family

Katie_B — Fri, 27 Nov 2020 08:05:47 GMT

Hello @Bromy2000.

Thanks for coming to the community.

Have you spoken with our technical care team?

The team are able to complete a full diagnostics and raise a ticket for this if need be.

Katie 🙂

Re: Apple watch 6 trying to link with my EE plan says plan is family

Bromy2000 — Fri, 27 Nov 2020 11:23:22 GMT

Hi Katie

I called this morning, they’ve told me to wait 24hr I’m not sure this will make a difference to be honest.

Re: Apple watch 6 trying to link with my EE plan says plan is family

Katie_B — Fri, 27 Nov 2020 11:32:10 GMT

Hi @Bromy2000.

Please follow the advice provided and come back and let me know the outcome after 24 hours.

Katie 🙂

Re: Apple watch 6 trying to link with my EE plan says plan is family

147Karl — Fri, 27 Nov 2020 20:17:00 GMT

Can you help me same issue 2 weeks in to this frustration

Re: Apple watch 6 trying to link with my EE plan says plan is family

AndyDibble — Thu, 03 Dec 2020 15:59:29 GMT

Hi @Christopher_G,

It looks like you managed to help @BorderAll with this issue, I have been having the same problem since October 30th, I currently have an Incident logged (INC721734) with Tier 2 technical but so far not had any luck finding a solution.

Is there any way to get a further insight into the problem here?

Thanks,

Andy

Re: Apple watch 6 trying to link with my EE plan says plan is family

Leanne_T — Thu, 03 Dec 2020 16:32:49 GMT

Hi @AndyDibble

Thanks for posting on the community.

I have replied to your private message.

Speak soon 🙂

Leanne.

Re: Apple watch 6 trying to link with my EE plan says plan is family

KelticBanshee — Fri, 18 Dec 2020 15:22:14 GMT

I am having exactly that same problem on both the watches on my account. Could anybody share the solution? I have spent hours chatting to endless EE support people and if they ask me to unpair and re-pair my watch once more i might snap...

Re: Apple watch 6 trying to link with my EE plan says plan is family

James_B — Sat, 19 Dec 2020 08:37:52 GMT

Hi @KelticBanshee,

Welcome to the EE Community. 🙂

Was the watch purchased with a family member plan, rather than a paired plan?

Thanks

James

Re: Apple watch 6 trying to link with my EE plan says plan is family

KelticBanshee — Sat, 19 Dec 2020 12:56:14 GMT

They shouldn’t be. They were bought as lines for our own watches, and were working before. A change was made to the plans a while back (they used to be part of a shared plan that no longer exists), and that’s when they stopped working.

They appear as “standalone watch plans” on the EE app, and four separate EE people have told me that is correct, but at this point I don’t know anymore!

Re: Apple watch 6 trying to link with my EE plan says plan is family

James_B — Sat, 19 Dec 2020 13:04:01 GMT

Hi @KelticBanshee,

I'd recommend contacting Customer Care and asking the team to double check your watches are using paired, rather than family member plans.

James

Re: Apple watch 6 trying to link with my EE plan says plan is family

Yakhtar1989 — Thu, 31 Dec 2020 17:27:04 GMT

I am having the same problem with my watch series 5.

I have spoken to ee and they have asked me to wait till tomorrow.

can anyone help who has had this problem.

thanks

Re: Apple watch 6 trying to link with my EE plan says plan is family

Christopher_G — Fri, 01 Jan 2021 09:00:36 GMT

Hi @Yakhtar1989

Did the Tech team say why you had to wait until today?

Chris