Apple Watch - Unable to add with new Full Works

[Spiers1]

I have just purchased the Full Works contract which now includes a smart watch plan.

Upon trying to setup my Apple Watch via the Watch app it displays error code 007 which means no additional lines are available on my account.

Phoned 150 and they couldn't set it up but upon asking other team members the answer was to transfer to billing and take a payment now so they could add a line.  Billing then told me that even if I paid early a new line would not be available on my account and they should never have transferred me to them.

I have even reset and unpaired the watch to dismiss this is the issue.

Please could anyone tell me how to fix the issue?

[Spiers1]

On the app it has finally shown the account is closed. Clicking on the final bill and it is still showing £79 to pay (£29 monthly sim and £50 due to not having any credit score as I always pay in full for everything). 

is this correct and how will I get refunded the excess payment?

[Alex_H]

@Spiers1 That sounds like the same first bill that you are looking at, a final bill would be produced around 5 working days after the account closes, so may not be available to view just yet. That final bill would have a credit which would remove the charges on the account.

If I understand correctly the bill has not been paid just yet? If you had no direct debit setup then there is nothing else to do other than wait for the final bill to credit and show the £0 account balance. If you did have a direct debit, it would depend on if the payment was at the point it could be stopped with your bank or not when the account closed. 

If it does not go out then again there is nothing else you need to do. If the direct debit has went out it will be refunded via direct debit after the final bill has been produced.

Alex

[Spiers1]

Thank you.  

And for further information I have annoyingly found out after cancelling my plan that you can have the Apple Watch plan set up before the 6 month payment if you are a new customer.  

The solution is to contact the complaints team via the web and they can manually start it along with remove the ridiculous £50 charge which isn’t stated anywhere when signing up.

Hopefully that information can help some new customer in the future.  

[Londonsurrey]

Interesting thread I have just joined EE, my credit score is good and I also had to pay the £50. The fact the Full Works EE plan on their website that I chose clearly states ‘includes Watch data plan’ sounds like mis-selling. I get 007 message too. Surely in this case the plan includes an option of the second line no matter what? 

[tstranack68]

I have the exact same problem. Joined EE on their Full Works For iPhone plan and it clearly states that it comes with unlimited watch data. Tried adding a data plan to my watch only to receive the 007 error. Spoke to 150 only to be told that as a new customer I could not add the watch plan and that I would have to wait for a week or more. I have therefore raised a complaint as it does not state this anywhere when ordering the plan or in any of their help pages/contract. It is false advertising. I had a watch plan immediately with my previous provider, Three.. Would never have joined EE if I had know this. EE really should make this clear on their web site. Looks like this one will be going to the regulator.

[Londonsurrey]

So I called EE again this morning. Told them the issue, was told a lot of new customers are having the same issue. The plan includes watch plan but the system won’t allow activation when applying a 100% discount for the watch add on for full works plan. I was told to try in a month or so. Looking at this logically the full works plan is selling two lines, even if you don’t have the need for the second line it should be available as that was the agreed product purchased , maybe a back end glitch on their side?

[Peter_W]

Hi @tstranack68.

Welcome to the EE Community, and thanks for taking the time to share your experience here too. 

I can totally appreciate your disappointment with this one, when added to your account the Watch line should have a 100% discount applied, but at present your account still needs to have an eligible credit class for additional lines in order for this to be added.

How is it you raised your complaint on this one? 

There's a chance they may be able to send a credit referral to get this applied for you, but I'm confident our team will be able to look into all of your options for getting this sorted out. 

If you're unable to get this resolved it's absolutely something you could take to the Ombudsman for independent review, but as is outlined in our complaints code of practice we always recommend trying to get this resolved by following our escalation process first.

Peter

[tstranack68]

Hi Peter.

Thank you for your reply.  EE should make it clear that although the Full Works plan comes with unlimited data for your watch you might have to wait to add it to your account. There is no mention of this anywhere on the EE web site and the advert for the Full Works plan clearly states "unlimited data for your watch". If I had known this I would probably have stayed with my previous network as having cellular connection on my watch is essential.

I have raised a complaint both with customer services on the phone and via online form. If not resolved quickly I will have no option to cancel my contract (within 14 days) and return to my previous provider where, to be fair, I have never had any issues.

EE really do need to make things clearer on their advertising. It appears I am not the only one who has fallen for this misleading promise.

Tommy

[Peter_W]

Thanks for explaining there @tstranack68.

I'll keep everything crossed that you can get this resolved quickly, but you do have your 14 day cooling off period should you choose.

I'll absolutely feed this back as well, as it's certainly not the experience we would want for both you or any other new customers joining too.

Peter

[tstranack68]

Peter,

Thanks. Here is the wording from the T's & C's and as you can see, no mention of new customers being prevented from using the watch data for a period of time. This, therefore, constitutes a breach of contract by EE in my opinion.

Unlimited Watch Data

Essentials Plus, All Rounder and Full Works handset plans include an unlimited watch data plan which provides

standalone access to network connection for eligible customers. If you are connecting to the EE network with

your Smart Watch for the first time, your Smart Watch must be paired to a compatible handset on the EE network

to set up. Eligible customers include customers with both an existing EE Smart Watch data plan which is out of

contract and an existing SIM free Smart Watch device. If you are on an eligible plan, we’ll automatically apply a

discount to your unlimited watch data plan within 24 hours. In some very limited circumstances, there may be a

delay of up to 48 hours in applying the discount. We’ll send you a confirmation message when the discount has

been applied. You will not be charged monthly for the unlimited watch data plan for the duration of your contract.

4G coverage is required. Data is UK use only. 

Tommy