17-10-2024 11:45 PM
Hi,
I've spoken to two customer support people about the fact my Pixel 9 Pro XL phone won't pair up with my Pixel 3 watch.
First guy said it's because my account was linked to my old phone, so when I finally got my replacement Sim due to opting for a sim only deal and bought these two pixel devices directly from Google Store UK), u put the sim card in and it worked (the old sim was switched off the day the replacement sim card came). Apparently this sim card should have registerered this new Pixel 9 Pro XL phone's IMEI number onto my account and that should have allowed me to link the Pixel 3 watch to my new phone using this new (physicla) sim card.
Whatever the process was that should have allowed me to link my watch to my phone it hasnt worked, I still get the error 512. So called Customer Service up and the lady said they're aware of an issue with pairing (presumably) this phone to this watch. There are another 46 people with the same issue, and it needs escalating, when that would happen she didn't know.
Has anyone here got any suggestions on what to do to make pairing my watch to my phone work.
Do I give customer service the IMEI of my phone to check if it actually got registered? Maybe it hasn't happened or worked? Or do they need the IMEI of my Watch to be able to activate it?
If this doesn't get resolved, I should be able to claim a discount on my Sim plan since I chose this specifc plan because the Watch add on was included on it!
Any ideas? Thanks.
18-10-2024 12:01 PM
Hi @deians9
Welcome to the community.
I know it's frustrating when things like this happen, and I'm sorry you're no further forward with it.
Our technical support team will be the best area to support you with this. They'll run through diagnostic steps, and if they're unable to resolve everything within the call, they'll escalate this further.
Have things gotten to this stage? Are you waiting to hear back from the team?
Linzi
18-10-2024 07:18 PM
Hi Linzi_H, Thanks for replying. I haven't reached out to technical support online yet.
I have called three times about this (tried again this morning). But the helpful and friendly Geordie man couldn"t resolve it, even after sending me some kind of update to my phone that required a restart.
He said phone/watch pairs bought through EE pair fine. There has to be something different put onto the EE stocked/supplied phones that makes them work.
I read that Google Pixel phones bought through EE aren't even locked or anything network related is done to them by EE, i.e they are as stock as if bought from any other retailer (such as the Google Store).
I might also reach out to Google to ask if there different flavours of the OS images. Maybe I could flash an EE version onto this one? I'll contact the EE online technical support through that link you provided (on Monday if they are closed).
If you have anything I could try I'm all ears. Thanks again.
19-10-2024 09:14 AM
Hi @deians9
If you give us a call or reach out to the Tehcnical team they should be able to give you the same support, but they are open over the weekend so you can reach them today. Let us know how you get on 🙂
Rach