topic Re: Are Apple Watch calls to an iPhone on the same account included in plan? in Apple Devices

Are Apple Watch calls to an iPhone on the same account included in plan?

Orcim — Tue, 26 Sep 2023 10:37:32 GMT

My daughter has a Cellular Apple Watch and iPhone included with our family plan (that includes my wife and I’s iPhones and Cellular Apple Watches) that I administer.

Can she make calls solely using her Apple Watch to my wife, for example, when she forgets her phone, and will those minutes be included in plan?

Thanks in advance.

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Leanne_T — Tue, 26 Sep 2023 13:20:58 GMT

Hi @Orcim

Thanks for coming to the community.

Where did you purchase the watch?

Was this as an additional EE contract or from a third party?

Leanne 🙂

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Orcim — Tue, 26 Sep 2023 16:12:36 GMT

Hi

The watch was a separate purchase.

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Chris_B — Tue, 26 Sep 2023 17:08:52 GMT

@Orcim Does your daughter have an iPhone? And is that Watch paired to the iPhone? If it is then the calls and text allowance will come from the allowance that the iPhone has. The watch only has its own data allowance.

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Orcim — Tue, 26 Sep 2023 17:34:38 GMT

She does, it is and that’s exactly what I thought. But over three different months now we’ve been charged extra for my daughter to call her mother from her watch when she’s forgotten her phone. In each instance the bill item says “call to other network “ despite it being an EE number and on the same darn account.

I have contacted EE support through chat on each occasion and wasted hours with them. Today I started at 10:50am and I’m still awaiting resolution now!

After a struggle and them suggesting the watch has no minutes and thus why I’m getting charged, I have to date got a refund, but still no resolution to the root cause of the problem.

I’m utterly flabbergasted at the amount of grief this has caused.

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Orcim — Tue, 26 Sep 2023 17:38:37 GMT

Chat has now got to the point of giving me a refund and some compensation for my trouble, but actually they appear to have made some workaround to add barring to each of our watches so further charges can’t be applied. That’s a fix, not a solution!

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

James_B — Tue, 26 Sep 2023 17:39:41 GMT

Hi @Orcim

Is the watch plan listed as a personal paired plan or a family member plan?

James

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Orcim — Tue, 26 Sep 2023 20:42:24 GMT

I don’t see anywhere where it says either of those terms.

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Christopher_G — Wed, 27 Sep 2023 07:18:08 GMT

It should be under the plan information on the monthly bill or in your My EE account, @Orcim

Chris

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Orcim — Wed, 27 Sep 2023 08:00:54 GMT

Under the “Plan Type” column on the bill it says “Paired Watch 12m £5”, does that help?

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Christopher_G — Wed, 27 Sep 2023 08:17:58 GMT

OK, thanks @Orcim

I'm not aware of that plan. I recommend speaking to our Mobile Care team again so that they can look into this in some more detail.

Chris

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Orcim — Wed, 27 Sep 2023 08:40:17 GMT

Over the last 3 or 4 months I must have averaged 5 hours a month trying to resolve the issue. They don’t know so just make up an answer to try to get rid of me. I’m not that easily misled, so in each case to date I have received a refund, but damn it’s been hard work with the muppets employed on the chat.

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Christopher_G — Wed, 27 Sep 2023 08:43:59 GMT

Have you tried calling to speak to someone on 150, @Orcim?

Chris

Re: Are Apple Watch calls to an iPhone on the same account included in plan?

Orcim — Wed, 27 Sep 2023 09:42:54 GMT

I have, but I don’t have the time to spend over 30 minutes on hold. With chat, despite it also being a long process, I get a written answer I can copy / screenshot for future reference.