topic Re: Apple Watch Ultra 2 Help in Apple Devices

Apple Watch Ultra 2 Help

Chappy_4412 — Thu, 07 Mar 2024 17:03:40 GMT

Hi, can anybody shed some light on what to do please, I ordered the Apple Watch Ultra 2 on a paired plan 4gb data shared number with my phone so I can use it when out and about without carrying my phone, I received the watch today, set it all up, the watch prompted me to link a cellular plan, I logged into EE via the Apple Watch app and it is saying I need to pay £7pm for a paired plan? I also received a new SIM card, I tried that in my phone but it is a different number, I rang EE to start a return as it seems too complicated , but can anyone point me in the right direction to link it to my phone?
thanks

Re: Apple Watch Ultra 2 Help

Chris_B — Thu, 07 Mar 2024 19:04:10 GMT

@Chappy_4412 It sounds like the tariff for the watch hasn’t been applied correctly. You should never see the £7 tariff unless you got the watch elsewhere yourself. You need to call customer services about this. You also shouldn’t be sent a SIM card.

Re: Apple Watch Ultra 2 Help

Chappy_4412 — Thu, 07 Mar 2024 20:25:27 GMT

Thanks very much for your reply @Chris_B , I will give them a call tomorrow to get it sorted, when I ordered it over the phone the lady said it was straight forward to set up, technology for you! I’ve tried a couple of times on live chat to ask but they didn’t understand what I meant, fingers crossed be easily sorted

Re: Apple Watch Ultra 2 Help

Chappy_4412 — Fri, 08 Mar 2024 13:59:29 GMT

Hi @Chris_B,

I rang 150, however they have no record of the watch on my account, the cs operator was quite rude to me, insisting that I need to pay £7pm for the data plan and that the watch must have been purchased on a separate account, (it isn’t, I’ve checked the account number on the order page I received after ordering over the phone) and it is definitely my account number, I asked to speak to someone else as I couldn’t quite understand her and she got very rude, in the end I put the phone down,

how have EE gotten this wrong?

Re: Apple Watch Ultra 2 Help

Katie_B — Fri, 08 Mar 2024 16:57:46 GMT

Hi @Chappy_4412.

Thanks for getting back to us.

Did your order this through your EE account online?

Your account should have a trace of this, and your Apple Watch contract should be available to view now you have received your watch.

Speak soon,

Katie

Re: Apple Watch Ultra 2 Help

Chappy_4412 — Fri, 08 Mar 2024 18:23:10 GMT

Hi @Katie_B

I ordered over the phone,

account doesn’t show anything on my page, all the correspondence I have that got sent to me as confirmation has all my correct information of my account number etc,

The cs operator this morning said the only new thing on my account was an upgrade to my daughters sim only contract that I sorted out yesterday,

I'm very confused,

Re: Apple Watch Ultra 2 Help

Katie_B — Fri, 08 Mar 2024 18:29:52 GMT

That's strange @Chappy_4412.

I'd recommend giving us another call and asking the team to do a search for your order.

If you could also provide other details such as email address etc they may be able to pull up your order this way.

Katie

Re: Apple Watch Ultra 2 Help

Chris_B — Fri, 08 Mar 2024 18:32:12 GMT

@Chappy_4412 Enjoy the new free watch. Take out the £7 a month roll contract. You’ve tried to get this resolved and customer services don’t what to know.

Re: Apple Watch Ultra 2 Help

Chappy_4412 — Fri, 08 Mar 2024 19:02:17 GMT

@Katie_B I’ve tried numerous times to get it sorted, it’s just very frustrating having to explain to various people via live chat, calls, I’ve provided my account number, email address that i use for my EE account (which is the same one I used over the phone to place the order), I have an email confirmation of the watch being ordered with account number listed as correct, so I’m not sure how they can’t trace the order,

@Chris_B haha I was tempted to say thanks for the free watch after my last call to cs, knowing my luck they’ll probably accuse me of theft, if I’ve not heard anything or suddenly a new direct debit appears in my bank for the amount of the monthly payments on my next bill date, then I’ll just add in the £7 pm and live happily ever after 😂,

I’ll post an update if anything happens,

Re: Apple Watch Ultra 2 Help

trial812 — Thu, 25 Jul 2024 15:16:18 GMT

Hi there …. Re your post in March (which I’ve just found) below - I’ve just had the same nonsense.
1. Physical SIM supplied with an Apple Watch Ultra 2. I was sure they didn’t have SIM’s but that had me Googling and checking as the first person I spoke to said they did have SIM’s.
2. When I try and set up mobile data it asks me to take out another plan. Well that’s weird as i ordered this watch on a monthly 24 month plan @£38/m with 4Gb data.
3. No info anywhere on how to ensure that the Watch will work with the iphone, such that the iPhones number is the only number anyone ever needs, and i can use the Watch away from the iPhone with the same number, and that the Watch will use the iPhone/s SIM plan allowances when it’s nearby and only use it’s own data plan when it’s away from the phone.

In my case, i was reading your note while I was o the phone so i was in a better place to ask questions.
For anyone else coming across this - i called 150, the adviser ultimately confirmed that the physical SIM can go in the bin, and that they have reset the virtual SIM on the Watch (they need the EID from Watch, General settings so they can reset it).
And in less than 4hrs I should be able to go back in to ‘set up mobile data’ in the Watch App on the iphone and it should all ‘work’. I’ll report back.

—— Hi, can anybody shed some light on what to do please, I ordered the Apple Watch Ultra 2 on a paired plan 4gb data shared number with my phone so I can use it when out and about without carrying my phone, I received the watch today, set it all up, the watch prompted me to link a cellular plan, I logged into EE via the Apple Watch app and it is saying I need to pay £7pm for a paired plan? I also received a new SIM card, I tried that in my phone but it is a different number, I rang EE to start a return as it seems too complicated , but can anyone point me in the right direction to link it to my phone ——

Re: Apple Watch Ultra 2 Help

Chris_B — Thu, 25 Jul 2024 15:38:43 GMT

@trial812 you shouldn’t be sent a new sim as the watch uses an eSIM. It sounds like the watch tariff hasn’t been applied to your account correctly so is asking for the £7 per month payment. You need to call customer services to get this resolved

Re: Apple Watch Ultra 2 Help

trial812 — Thu, 25 Jul 2024 16:02:48 GMT

Thanks @Chris_B

Call made. Initially was told I needed the SIM card then that was corrected after they referred to someone.
So that’s going in the bin.
Now just waiting to see what happens with a replaced virtual SIM.

Hopefully this completes my trial by fire of moving to EE

Re: Apple Watch Ultra 2 Help

trial812 — Thu, 25 Jul 2024 18:24:17 GMT

And nope. Watch cannot make or receive calls unless the iPhone is on.

Which was the primary reason for upgrading from my non cellular Apple Watch.

This is all odd.
1. took out EE SIM phone contract. EE promised 1 working day Port process. They scheduled it for a week away and didn’t tell me, and only a formal complaint resolved that.
2. bought a watch/contract. EE said they’d deliver it to my existing delivery address. Then they chose to deliver it somewhere else without telling me. Then they did the same thing again after promising to do it properly th me next time. Formal complaint and hey presto one Watch

3. then with the Watch they send a physical SIM and don’t set the eSIM up properly. And despite fixing that the Watch still can’t make calls or receive them.

It feels like it’s actually a different company who’re doing all this, who aren’t familiar with the technology. I dunno. It’s just odd that every SINGLE step has been wrong.