topic Re: Apple Watch Ultra: Unable to set up mobile service in Apple Devices

Apple Watch Ultra: Unable to set up mobile service

SRUSOC11 — Sun, 15 Jan 2023 10:01:01 GMT

Hi All

I have recently transferred my mobile phone service to EE business on a SIM only deal, using an eSIM on my iPhone 13 Pro Max (purchased from Apple). I also own an Apple Watch Ultra which too was purchased from Apple. One of the primary reasons for my switch to EE was the desire to utilise the mobile data functionality of the Apple Watch and this has so far been unsuccessful.

Whilst pairing the phone and watch is fine, when it comes to the Mobile Service Setup I am presented with a page with an EE header stating,

“Your Apple Watch plan is still activating. It usually takes up to 4 hours to activate. To check if you are activated please go to >My Watch App>Mobile Data. If the Watch app still shows activating, you are almost there!

If Watch App doesn’t show as activating, we need to help finish the setup. Call us on 150 with code 030.

You can carry on using your phone while the activation is in progress. Click finish to close this page.”

In eventually getting through to a friendly first line support analyst, she walked me through a script to re-pair the watch and phone which result in no change.

Please can anyone suggest how best to solve this?

Thanks!

Re: Apple Watch Ultra: Unable to set up mobile service

Chris_B — Sun, 15 Jan 2023 10:24:12 GMT

@SRUSOC11 Make sure Wi-Fi is switched off on the phone/watch you have to be on cellular.

Re: Apple Watch Ultra: Unable to set up mobile service

SRUSOC11 — Sun, 15 Jan 2023 10:33:18 GMT

Thanks for the swift response @Chris_B thought sadly no result. I switched off the Wi-Fi on my iPhone and re-attempted, but this has resulted in a holding message advising to wait while the page is loading and which should take only a few seconds to complete. The message ended up timing out returning to the main Apple Watch menu.

Re: Apple Watch Ultra: Unable to set up mobile service

alandalley — Sat, 04 Mar 2023 15:08:41 GMT

Same you me. Most annoying. Been trying to get this set up for weeks without any luck

Re: Apple Watch Ultra: Unable to set up mobile service

Christopher_G — Sun, 05 Mar 2023 08:17:13 GMT

Hi @alandalley

Have you spoken to our technical support team about this?

Chris

Re: Apple Watch Ultra: Unable to set up mobile service

alandalley — Sun, 05 Mar 2023 08:39:03 GMT

Yes I spoke to them a couple of weeks ago and they acknowledged there was a problem but no update since then

Sent from Alan Dalley iPhone

Re: Apple Watch Ultra: Unable to set up mobile service

Christopher_G — Sun, 05 Mar 2023 08:51:47 GMT

It may be worth speaking again so they can look into this further for you, @alandalley.

Chris

Re: Apple Watch Ultra: Unable to set up mobile service

alandalley — Sun, 05 Mar 2023 11:59:54 GMT

Has anyone got this to work yet then?

Re: Apple Watch Ultra: Unable to set up mobile service

sh42 — Sat, 08 Apr 2023 07:50:28 GMT

I got the upgrade on Monday, last week by Friday 4 technical service people later imnow on a new Tarif which I didn't ask for, and who know what ill be paying every month for a watch that docent receive a mobile signal, is it an ultra issue or an EE issue,?

I've been told by 2nd line support that its a known issue and I have to wait 4 wks for a response which I don't really think is acceptable when I'm paying ee for a line on my watch which I cannot use, (consumer rights) not acceptable EE from one of the biggest providers the UK!

Re: Apple Watch Ultra: Unable to set up mobile service

Christopher_G — Sat, 08 Apr 2023 07:52:53 GMT

Welcome to the community, @sh42.

The second line technical support team should have opened a ticket on your account, hopefully they'll get it working soon for you.

Thank you for your patience so far.

Chris

Re: Apple Watch Ultra: Unable to set up mobile service

jazzy99 — Sat, 29 Jul 2023 20:00:53 GMT

I'm having the same problem. Have been paying for an apple watch plan for over a year and no cellular service. I just finished chatting with an agent who asked me repeatedly if I've unpaired and paired my watch. Yes - that's what I've been trying for a year while paying over £30 a month for the watch. When I spelled out each error message that I got - I was just ignored.

Re: Apple Watch Ultra: Unable to set up mobile service

Katie_B — Sun, 30 Jul 2023 06:35:16 GMT

Hello @jazzy99.

Welcome to the community.

I am sorry that your message was not picked up by Live Chat.

Have you been able to try again?

Katie

Re: Apple Watch Ultra: Unable to set up mobile service

Silverfoxxxx — Mon, 30 Oct 2023 18:39:00 GMT

Any further updates on this issue, I’ve just tried today to add a watch to my plan and told by tech support there is an issue with certain customers and no fix is currently available.

Then tried to get me to upgrade my phone as it may solve the issue, lol.
What an absolute mess from a large company.

Re: Apple Watch Ultra: Unable to set up mobile service

Malcole1977 — Mon, 30 Oct 2023 21:43:49 GMT

having the same issue, £44 a month for a watch that i cannot use is ridiculous

Re: Apple Watch Ultra: Unable to set up mobile service

Katie_B — Tue, 31 Oct 2023 07:22:20 GMT

Hi @Malcole1977.

Welcome to the community.

Did you purchase your watch direct with EE?

Katie

Re: Apple Watch Ultra: Unable to set up mobile service

Silverfoxxxx — Wed, 01 Nov 2023 12:39:17 GMT

Basically I had the same issue as others I managed to find online that I had more than one account set up with the same email, 5 to be exact, tech deleted the 4 old ones and then I logged in through the watch app and all done.

Thanks EE team.