topic Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan in Apple Devices

Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

tednol — Tue, 24 Oct 2023 10:56:14 GMT

I upgraded from an iPhone 14 Pro to an iPhone 15 Pro and received my new phone on Monday. As part of this I switched from an iPhone Full Works tariff to an All Rounder iPhone tariff. I also have a SIM only Apple Watch service on my account.

Migrating from the iPhone 14 to the iPhone 15 was seamless, and as part of that flow I moved the e-sim from my old device to my new device and moved my Apple Watch to my new device. Cellular connectivity on the iPhone 15 is fine, but now the cellular service on my Apple Watch is now completely borked. I'm getting a "Your EE account is not eligible to enable mobile service on your Apple Watch. Contact EE on 150 for more information" message.

Spoke to 150 last night and after 30 minutes, mainly spent on hold, I was told it's a known issue and to just keep trying. In the nicest possible way, this felt like being fobbed off. Is anyone else having similar difficulties?

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

Chris_B — Tue, 24 Oct 2023 12:02:13 GMT

@tednol l let you know later day. I’m just waiting on my new phone to arrive, unfortunately I don’t have time to set this up. Il be back later.

When you unpaired your watch did you select keep the tariff and are you doing this all on cellular data.

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

Customer1985 — Tue, 24 Oct 2023 12:09:48 GMT

When I unpaired from 14 pro max I was sure to click keep data plan and watch is on the phone fine but yes same problem with it not working on data. it shows its there but not connected. it did at first say it can take up to 4 hours to work. I phoned EE and lady said no error message and seeing what I did means its working and now taking time but gave me email to send if not working in 4 hours time so thats good 🙂

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

BradleyW94 — Tue, 24 Oct 2023 17:17:57 GMT

Exactly the same issue. Hadn’t previously setup my Apple watch for cellular, was waiting for my 15 pro max to arrive before I did. Went through exactly the same process, setup the e-sim on my new phone and now the watch app says my plan isn’t eligible.

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

tednol — Tue, 24 Oct 2023 17:36:30 GMT

Originally when migrating I selected "keep tariff" on the Apple Watch. But as part of attempting to resolve the issue whilst on the phone to 150 yesterday I was asked to remove it from the Mobile Service screen of the Apple Watch app on the iPhone. It wasn't working anyway.

Any joy yourself? And yes have tried resolving all on cellular with no success.

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

Chris_B — Tue, 24 Oct 2023 18:31:29 GMT

I’ve just setup my new device and when doing this I just transferred everything over from my old device using the iPhone setup process. It took 15 minutes and I didn’t have to do any unpairing with the Apple Watch it just did everything for me. The only bit I did with the watch was to confirm the transfer on the watch

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

RichTo — Wed, 25 Oct 2023 21:20:45 GMT

Yes I have the exact same issue. Have reset the watch multiple times as well as spoke to EE and nothing is fixing it

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

James_B — Thu, 26 Oct 2023 06:46:56 GMT

Hi @RichTo,

Welcome to the EE Community. 🙂

What did Technical Support advise when you called? Have they raised a support ticket for the issue?

James

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

RichTo — Thu, 26 Oct 2023 07:57:44 GMT

They advised they would call me back which has not happened. I’ve reset my watch 3 times and still nothing. It is definitely an issue on EE side not mine

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

James_B — Thu, 26 Oct 2023 08:15:45 GMT

When did you speak to the team @RichTo?

If they have raised a ticket, they'll only call you back once our support team have let them know the issue is resolved.

James

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

EvilSmoothie — Fri, 27 Oct 2023 07:43:28 GMT

I’m also suffering this bug with the exact same problem although my new phone is a 14 pro.

I called 150 who took me through some steps and had be remove the watch plan but were unable to resolve. The person spoke to tier 2 support who said it’s a known issue and to just keep trying. A support ticket has been raised.

interestingly I also found whilst trying things I saw online that I am unable to enable ‘WiFi calling on other devices’, that tells me to call 150 also.

I was told to just keep trying, there was no ETA for a resolution.

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

Christopher_G — Fri, 27 Oct 2023 11:16:42 GMT

I'm sorry to hear that, @EvilSmoothie

Please keep us updated here on what happens with the technical support team.

Chris

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

helloitwez — Sat, 28 Oct 2023 07:14:49 GMT

I’m having the exact same issue.

Migrated from an iPhone 14 Pro Max to a 15 Pro Max and my Apple Watch Ultra immediately stopped working on cellular.

I’ve also noticed the WiFi calling / EE Smart Number features have stopped working and just keeps telling me to call 150.

Spoke to several different tech support people over the past few days and no one has a clue. Was finally suggested to get in touch with Apple Support. They’re beyond useless.

Everything was working perfectly before transferring to my new phone.

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

VDB123 — Mon, 30 Oct 2023 20:02:40 GMT

Same problem here also. Support have raised a ticket 3 days ago but heard nothing back. This must be an iOS/watchos issue which EE haven’t tested.

im just baffled when talking to support that this isn’t close to a p1 for them. Someone should be working around the clock to resolve it. After all they must have 100s of customers paying for a service and not getting it. The compensation bill will be £1000s

I’m running an RFP for my organisation to select to a new carrier currently, network coverage from EE is superb in my opinion but the support structure they have behind it is appalling. These types of experiences keep happening time and time again for my personal phone line, I’m not sure how I could ever commit to putting corporate business their way.

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

EvilSmoothie — Mon, 30 Oct 2023 20:49:07 GMT

Can confirm I’ve heard nothing more from EE and the issue still not resolved and no further forward.

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

cewuk — Mon, 30 Oct 2023 21:38:05 GMT

Identical issues to the above reports. 2 completely fruitless calls to EE, just told to keep trying.

A Google search for "account is not eligible to enable mobile service on your Apple Watch" appears to suggest this has been an issue across a number of networks for years. There’s an extensive thread on the Three forum with users in the same boat as us. I’m not optimistic for a resolution to this issue anytime soon.

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

Stansco — Mon, 30 Oct 2023 22:00:13 GMT

Same issue for me since last week when I upgraded from pro max 13 / series 7 to pro max 15 / series 9. The add plan option is greyed out.

I’ve spoken twice with customer representatives and they simply mentioned that it’s a known issue and that as of now they can’t do anything about it.

Gave my old apple watch to a friend who set it up with his iPhone and the option is enabled on his watch settings.

I tbink it’s some sort of compatibility error between the existing mobile plan and the new series 9.

Potentially removing the existing plan and adding a new one might fix it, but the new plans are more expensive from what I’ve read.

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

EvilSmoothie — Mon, 30 Oct 2023 22:26:19 GMT

I don’t believe that’s it.

i have an Apple Watch Series 5. I changed my phone like for like (14 pro to 14 pro. Just have my wife the purple one and kept a black one for me). The phones and watch are the same but I cannot set it up, it’s greyed out as you say.

I think there is an error on EE systems somewhere that they need to resolve. A Google search shows this happens from time to time. Fingers crossed it’s resolved shortly.

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

Profile closed — Mon, 30 Oct 2023 22:29:54 GMT

I don’t have a network enabled watch anymore but did with Vodafone previously. I seem to remember having similar problems when I upgraded and believe I resolved these by submitting a “sim swap” request through their website.

I was able to submit the new watch EID which then pushed a new eSIM to the new watch and deactivated the old eSIM on the old watch.

I’ve no idea if this is possible with EE but worth a try/mention to customer services.

Re: Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

RichTo — Mon, 30 Oct 2023 22:38:18 GMT

The more I look at it the more I think it’s something to do with location services. And the watch thinks it’s roaming so won’t allow itself to try and connect while roaming