Going round in circles with EE trying to activate Apple watch

[Synthex]

So I’ve had an Apple Watch for around d 4 years that I’ve paid a separate plan for.  I own the watch outright.  
recently moved to the full works iPhone plan which includes the watch plan.  When I moved onto full works the watch pairing stopped receiving calls although the watch plan is showing on my EE account at £12 a month.  
I’ve read here in the forum that the watch plan needs to be removed in order to activate it on the full works plan and that’s what it says on their instructions page but despite several calls to EE they refuse to remove it and keep doing the same thing - attempting to send an ESIM to the watch and asking me to wait 24 hours.  This never works.  

was promised a call back today by the tech team which didn’t happen so I called And was told someone would call me back within 20 minutes which also didn’t happen. 

who exactly do I need to speak to at EE to get this resolved?  At this point I’m seriously thinking of cancelling and moving to another network.  

[Leanne_T]

Morning @Synthex 

Thanks for coming to the community. 

I am very sorry you're unable to use the watch on cellular since changing plans and have called multiple times with no call back.

The best way to get this looked into and see what is needed to get the watch paired up again is to speak to our technical support guides, they have full account access and can check everything for you, if needed the team can open a support ticket which will be sent to the relevant team for investigation. 

To speak to the team please try calling us again on 150, and selecting option 1, then option 2 to speak to a guide. If you prefer not calling again, you can open a complaint using the Make a Complaint form and the team will get back in touch with you. 

Hope you get this sorted soon 🙂

Leanne.

[Schockwave]

@Synthex , did you try unpairing the watch and say keep the plan and then pair it again to see if that works? Not sure why this has happened to you, as it did not do that when I went for full works.

[Synthex]

I did successfully set up mobile service today but when I spoke to tech it had been activated on the £12pm plan.  I’d previously been told this would be discounted in full but the advisor I spoke to today said this is not the case.  She transferred me through to upgrades who completely removed the £12pm plan so I can select the correct £7pm plan included in iPhone full works but after waiting 4 hours as reccomended I cannot set up mobile service.  

so progress has been made but looks like I need to call tech again tomorrow, get the eSIM resent and wait another day or so and hopefully activate it.  

yes I have tried a full reset of the watch to no avail.  It was a hassle to get going  a few years ago but unfortunately I cannot remember the exact steps.   

[Schockwave]

@Synthex , you may want to take a look here:

https://ee.co.uk/help/mobile/smart-watches/set-up-my-apple-watch

[Synthex]

Hi yes I have seen that thanks, and am following the directions

[Synthex]

Yesterday I spoke with a level 2 agent.  They checked that the watch wasn’t linked with any other devices or plans, refreshed my account and sent some new network settings but it still wouldn’t work.  It has now been passed to the technical specialist team so waiting for them to get in contact.  

[Leanne_T]

Hi there @Synthex 

Thanks for coming back and letting us know this is being looked into by the relevant team. 

Please pop back once they have been in touch and let us know how you're getting on, if you get the chance 🙂

Leanne

[Synthex · Accepted solution]

So after talking with the technical specialist yesterday this was eventually sorted.  Here is what was required.  

1). Remove existing watch data plan and refresh account

2). Ensure watch and phone were not paired with any other devices or attached to any historic plans

3). Manually add watch £7pm plan to account

4). Re send eSIM 

5). After 24 hours attempt reactivation ensuring WiFi turned off on phone and watch.  For me it failed on first attempt but on second attempt the plan was visible and after clicking setup mobile data watch was activated with no further steps required.   

earlier this morning before attempting the activation I received a text message saying the 100% discount had been applied to my watch plan that is included in iPhone full works so all good now if after several hours effort.  

[Lesley_W]

Thanks for the update @Synthex 

I'm pleased it's up and running now 🙂

Lesley