topic Re: Apparently Apple Watch cellular add on not available in Apple Devices

Apparently Apple Watch cellular add on not available

Silverfoxxxx — Mon, 30 Oct 2023 18:11:02 GMT

Hi,

Can anyone clarify, I’ve just got off a call with tech after being unable to add cellular to my Apple Watch ultra 2 due to a problem with some peoples plans not linking, told to check back in a week. When I asked how long this had been an issue she said it had been several months, I then asked is it likely to be fixed next week then? Ummm NO, would I like to upgrade my phone?
What the actual, we can’t link your account, unless you upgrade your phone plan, what the ‘F’ is this all about.
anyone else had this issue , penalised for buying products outright instead of on credit.

Re: Apparently Apple Watch cellular add on not available

Christopher_G — Tue, 31 Oct 2023 08:09:35 GMT

Hi @Silverfoxxxx

I'm not aware of any known issues with this service. Is it the £7 standalone plan that you're trying to set up?

Chris

Re: Apparently Apple Watch cellular add on not available

Silverfoxxxx — Tue, 31 Oct 2023 08:39:42 GMT

Yes the £7 add on service to my current plan, literally now it’s the next day I’m even more disgusted that the option given was to leave, I’ve been with EE since the Orange days and never had service say, well nothing we can do, not sure why it happens, fancy an upgrade on your phone as it’s due, although this may not fix the watch issue or leave.

what the F

Re: Apparently Apple Watch cellular add on not available

Christopher_G — Tue, 31 Oct 2023 08:46:23 GMT

I'm really sorry about that, @Silverfoxxxx.

What happens when you try to add the plan in the Watch app on your iPhone?

Chris

Re: Apparently Apple Watch cellular add on not available

Silverfoxxxx — Tue, 31 Oct 2023 08:53:06 GMT

Comes up with an error 012 and asks to call 150 as more information is needed.

Re: Apparently Apple Watch cellular add on not available

Christopher_G — Tue, 31 Oct 2023 09:04:31 GMT

OK, thanks @Silverfoxxxx

Couple of questions:

Is the software on your phone on the latest software? Are you on a pay monthly contract phone plan (or SIM only phone plan)?

Chris

Re: Apparently Apple Watch cellular add on not available

Silverfoxxxx — Tue, 31 Oct 2023 09:08:25 GMT

All up to date.
sim only as I ended up buying my last iPhone outright as had a great deal from an online vendor. I’d happily get tied back in on a contract as such but I don’t need a new phone or want to pay more just for the sake of it, EE is best for me coverage wise.

Re: Apparently Apple Watch cellular add on not available

Christopher_G — Tue, 31 Oct 2023 09:13:15 GMT

OK, thank @Silverfoxxxx

It should work with a phone SIM only plan. Have you tried activating when you're connected to WiFi and by mobile data separately on your phone, just to see if it works on either?

Chris

Re: Apparently Apple Watch cellular add on not available

Silverfoxxxx — Tue, 31 Oct 2023 09:38:44 GMT

Yes I have tried with both of these options, rebooted a few times both the phone and watch.
I have had a further look this morning and seems a couple of people have managed to get it sorted by talking to level 3 tech, it’s a possible issue if you’ve had different accounts with EE over the years, but unsure how to get through to level 3.

Re: Apparently Apple Watch cellular add on not available

Christopher_G — Tue, 31 Oct 2023 13:25:51 GMT

Thanks @Silverfoxxxx

You've tried everything that I can see as part of our troubleshooting, up until the point where we'd need to access your account. Our technical support team should be able to raise this to the level 2 team, if they're still unable to fix it, it'll be escalated through the levels.

Please keep us posted on what happens.

Chris

Re: Apparently Apple Watch cellular add on not available

tree10 — Tue, 31 Oct 2023 15:44:02 GMT

I have been told the same today. I spent 2 hrs being passes from 1 person to the next until finally they said it's been an issue since the 23/10 and no ETA. I only swapped to EE because i wanted to add my apple watch cellular... looks like ill be trying vodafone next.

Re: Apparently Apple Watch cellular add on not available

Silverfoxxxx — Tue, 31 Oct 2023 16:22:28 GMT

Yes it is very odd, it is effectively just adding an eSIM to the account you already have, as a non technical person it should be as simple as linking an account with the push of a couple of buttons. 🤷‍♂️

Re: Apparently Apple Watch cellular add on not available

tree10 — Wed, 01 Nov 2023 07:16:52 GMT

Yeah it’s super annoying! Is there any chance you have an eSIM for your phone? I wonder whether that’s the reason mine isn’t working…

Re: Apparently Apple Watch cellular add on not available

venkateshr — Wed, 01 Nov 2023 11:34:54 GMT

@Silverfoxxxx - I have exactly have this problem. I was told in April 2023 that my profile isn't linked. Incident has been raised. Eventually I lost interest, now I'm trying again. I was sold £7 plan yesterday didn't work either.

Re: Apparently Apple Watch cellular add on not available

James_B — Wed, 01 Nov 2023 12:01:26 GMT

Hi @Silverfoxxxx,

Welcome to the EE Community. 🙂

Please get in touch with Technical Support so a member of the team can raise a new support ticket for you.

They'll be happy to help.

James

Re: Apparently Apple Watch cellular add on not available

Silverfoxxxx — Wed, 01 Nov 2023 12:36:50 GMT

Update, just got off phone, I had all the solutions written down to go through, the lady that answered literally fixed it in less than 5 mins with no input from me, she was Amazing compared to my last interaction.
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, she deleted the 4 old ones and then I logged in through the watch app and all done.

Thanks EE team.

Re: Apparently Apple Watch cellular add on not available

James_B — Wed, 01 Nov 2023 12:46:35 GMT

That's great news @Silverfoxxxx

Thanks for keeping us updated. 🙂

James

Re: Apparently Apple Watch cellular add on not available

venkateshr — Wed, 01 Nov 2023 14:30:31 GMT

Great to hear. I went back with your solution didn't work. Apparently, they told me its Apple's fault (this is 2nd time). 1st time was in April 2023, I went to apple and a lady from Apple ran a diagnostic service and told me its nothing to do with Apple. Its the service provider who should provide network. EE is happy to take money for your mobile and watch but don't provide service.

Re: Apparently Apple Watch cellular add on not available

Silverfoxxxx — Wed, 01 Nov 2023 14:39:00 GMT

Did you speak to the Tech team?, it is definitely the issue, it is the information I found after a few days of research and definitely worked for me I’m now up and running fine.
What did they say about any extra accounts?

Re: Apparently Apple Watch cellular add on not available

venkateshr — Wed, 01 Nov 2023 14:41:22 GMT

Yes, I spoke to the Tech team. There were 2 accounts, the lady removed the extra account didn't work, that's when fault on Apple came again.