topic Re: Cannot add a smart watch plan to my account in Apple Devices

Cannot add a smart watch plan to my account

ewbie74 — Fri, 30 Jun 2023 10:15:17 GMT

Cannot add a smart watch plan to my account. I get error 012 which I believe is related to having a previous Apple contract under the same email address.

Support unable to fix it since Monday. Any other ideas before I cancel my contract and move to Vodafone

Re: Cannot add a smart watch plan to my account

Schockwave — Fri, 30 Jun 2023 11:41:01 GMT

@ewbie74 , have you spoken to customer service? They will be able to take a look for you. Have you had an Apple Watch previously on the account?

If you spoke to customer service, who did you speak to, rather which department?

Re: Cannot add a smart watch plan to my account

ewbie74 — Fri, 30 Jun 2023 11:43:00 GMT

Yes, I have spoken to numerous departments and the last time I got referred to 150 and they seemed to know what needed to happen but no contact or updates since Monday.

Re: Cannot add a smart watch plan to my account

ewbie74 — Fri, 30 Jun 2023 11:44:49 GMT

I can't believe that you don't even get an update saying we are still working on this. Its the worst support from a company I have had. I have to keep chasing them for an update, which is just wait. Complete joke.

Re: Cannot add a smart watch plan to my account

Schockwave — Fri, 30 Jun 2023 12:44:11 GMT

@ewbie74 , is this your first Apple Watch and are you wanting to have it with its own data, or just run it on bluetooth?

You could always ring Apple customer service, they may be able to help, or just ring customer service again.

Re: Cannot add a smart watch plan to my account

ewbie74 — Fri, 30 Jun 2023 12:55:49 GMT

Not my first and yes I want it to have its own plan. I have rung them again and they just say its been looked at and I have to wait between 3- 5 working days which is there SLA apparently. Which they didn't tell me, the 5 working days runs out Monday at 11am.

I have zero confidence they can fix it or will even call me back.

Re: Cannot add a smart watch plan to my account

Schockwave — Fri, 30 Jun 2023 13:08:30 GMT

@ewbie74 ,Can you make sure that your previous watch has been removed first and then try adding it again, once you have rebooted your phone, also make sure that both the watch and phone are not connected to wifi.

@Chris_B anything else you can advise with the problem here?

Re: Cannot add a smart watch plan to my account

ewbie74 — Fri, 30 Jun 2023 13:10:42 GMT

The old accounts were completely removed and inactive for a couple of years. There is no reference to them anymore.

Re: Cannot add a smart watch plan to my account

Schockwave — Fri, 30 Jun 2023 13:14:59 GMT

@ewbie74 , @Chris_B ' might have the answer for you, or as I have suggested ring Apple or customer service.

Re: Cannot add a smart watch plan to my account

Chris_B — Fri, 30 Jun 2023 17:16:02 GMT

@ewbie74 Have a read of THIS and request to be put through to technical support level 3. This sounds like an account recognition issue.

Re: Cannot add a smart watch plan to my account

ewbie74 — Mon, 03 Jul 2023 14:07:17 GMT

Thanks @Chris_B and @Schockwave , unfortunately, EE was unable to resolve or even provide an ETA on when it could be resolved. Apparently it has been an issue since March so I had no choice but to request termination of my contract within the 14 day period and move to Vodafone. Within 45 minutes of ordering my sim plan, I had it setup as an eSim and my watch plan applied to it. 7 days with EE and 45 minutes with Vadafone.

Disappointing customer support that didn't tell me 1 week ago that its been an issue since March and there was no ETA for a fix, not 1 call back within that week, I had to do all of the chasing and told to wait for 5 working days to pass, still no call back.