topic Re: Apple Watch series 9 can't set up mobile service in Apple Devices

Apple Watch series 9 can't set up mobile service

cst1973 — Thu, 28 Sep 2023 19:45:12 GMT

Hello – I have a new Apple Watch Series 9 (bought directly from Apple) paired with an iPhone 13 Pro – both updated to the latest software – and can't set up the mobile data. I've had a long chat last night with tech support on 150 with a promised callback at 9am this morning which never happened. I initially had an error 003 message when trying to replace my old watch with the new in the setup. A second tech call helped by removing the watch data plan in the watch app which seemed to avoid the 003 error but now I am stuck with an EE screen with says:

"Your Smart Watch has had a problem downloading the eSIM, click "Done" below to try the download again.

It can take up to 4 hours. Your phone will notify you when the activation is complete"

This was more than 8 hours ago and I just can't bear to spend another hour on a call to 150. Please help!

Re: Apple Watch series 9 can't set up mobile service

Chris_B — Thu, 28 Sep 2023 20:23:18 GMT

@cst1973 You are doing this with Wi-Fi switched off on both devices?

Re: Apple Watch series 9 can't set up mobile service

cst1973 — Thu, 28 Sep 2023 21:25:22 GMT

Hello,
Yes I’ve seen a reply on another similar problem that suggests turning WiFi off on both devices so have tried that with no luck either.

Re: Apple Watch series 9 can't set up mobile service

James_B — Fri, 29 Sep 2023 07:32:36 GMT

Have you had any luck getting it connected @cst1973?

James

Re: Apple Watch series 9 can't set up mobile service

cst1973 — Fri, 29 Sep 2023 08:30:07 GMT

Hello,

no luck – I've tried turning of both devices this morning and reattempting setup with wifi off without success – same message as above, followed by a pop-up saying "unable to configure plan".

I really expect something like this to work seamlessly – I don't really have the time to mess about online and on the phone chasing a solution, I will look now to cancel the mobile data plan as it's really a rarely used but sometimes nice to have extra at £7.99 a month.

Re: Apple Watch series 9 can't set up mobile service

James_B — Fri, 29 Sep 2023 09:08:27 GMT

Hi @cst1973,

I'm sorry to hear you are still seeing an error message.

This will need to be looked at by our Technical Support Team.

James

Re: Apple Watch series 9 can't set up mobile service

cst1973 — Fri, 29 Sep 2023 10:28:00 GMT

Hi James – is there another way to get technical help without calling? – I have Aspergers and have difficulty with phone calls, I've tried twice to resolve on the phone and found it incredibly frustrating and uncomfortable – with no disrespect to the technical team who are very patient.

The fact that I am also forced to call to cancel the data plan is also frustrating!

Re: Apple Watch series 9 can't set up mobile service

James_B — Fri, 29 Sep 2023 10:56:24 GMT

Hi @cst1973,

Sorry, our mobile tech team are only available over the phone. Is there a friend or relative that could have a chat with them on your behalf? (You'd just need to answer a couple of security questions first)

James

Re: Apple Watch series 9 can't set up mobile service

cst1973 — Fri, 29 Sep 2023 11:04:22 GMT

This is humiliating.

Re: Apple Watch series 9 can't set up mobile service

James_B — Fri, 29 Sep 2023 11:22:49 GMT

I understand this has been a frustrating experience @cst1973

As resolving this error requires access to your account, I'm afraid it isn't something we can help with via the community forum.

James

Re: Apple Watch series 9 can't set up mobile service

Suzi72 — Sat, 11 Nov 2023 15:31:19 GMT

I have done this for the last 2 weeks.. still after 6hrs on the phone and messaging service and ringing up we tech support I still have no luck in connecting this iwatch to my ee plan.. I have lost the will to live now and realising that ee can’t achieve this

Re: Apple Watch series 9 can't set up mobile service

Suzi72 — Sat, 11 Nov 2023 15:32:22 GMT

Can I ask if this problem has been fixed as I’ve spent the last 2 weeks on to ee and still not sorted

Re: Apple Watch series 9 can't set up mobile service

James_B — Sun, 12 Nov 2023 08:10:51 GMT

Hi @Suzi72,

Welcome to the EE Community. 🙂

I'm sorry to hear you're having problems setting up your Apple Watch.

What were you advised by technical support? Have they raised a support ticket for you?

James

Re: Apple Watch series 9 can't set up mobile service

Suzi72 — Sun, 12 Nov 2023 11:15:25 GMT

Been on the phone for 2 solid Saturdays now and still not worked.. been through everything and now escalated to level 2 and still not working..
advisor Jerry has been great in trying to help with this but it’s still not working

Sent from Suzi Allum

Re: Apple Watch series 9 can't set up mobile service

James_B — Sun, 12 Nov 2023 11:20:02 GMT

Hi @Suzi72,

If our level 2 support team were unable to get it connected, they'll have raised a ticket with our support team.

They'll resolve the issue and get back to you to let you know.

James