Problem adding apple watch

[Robti1873]

Signed up on the 29th and been trying to add my Apple Watch since then and I have been all over the country with various technical advisors and at last update I was told on Friday via text that they were looking into it yet again, any help on how to proceed ?

[Leanne_T]

Morning @Robti1873 

Thanks for coming back to the community. 

Are you trying to add the data plan to use cellular on the watch? If so, do you get an error message when using the watch app to set up the data plan? 

Speak to you soon 🙂

Leanne. 

[Robti1873]

Thanks was originally error 007 two weeks ago now it’s 012

[Leanne_T]

Thanks very much for coming back to me @Robti1873 

I would advise getting back in touch with our technical support guides, they will have access to the account and check for any updates for you. 

Let me know how you get on 🙂

Leanne.

[Robti1873]

Thanks been in contact since the beginning of the month and they don’t seem to have any answers last contact was last Friday and was again told they couldn’t fix it and were passing it to level two

[Leanne_T]

Thanks @Robti1873 

Once the level 2 team have looked into this error for you, the team will be in touch with an update and let you know what is needed to get the data plan set up for the watch. 

Leanne.

[Robti1873]

Well now they are saying that Apple Watch is not included in my plan, this is after two weeks and also asking before signing up that it was included and I thought three were bad

 

[Alex_H · Accepted solution]

@Robti1873 Was that the level 2 team who advised you of that or is that when you called back and spoke to our technical team? I am sorry you have been advised that, if you are on an All Rounder or Full Works plan you do get watch data included free as indicated in your screenshot.

When the watch is bought indirectly, during the watch data setup you should be re-directed to login to your EE online account, from which you would then purchase the data plan and within 48 hours a discount is then added to the plan to make it free.

007 is an error that means your account is not eligible for an additional line currently, as though the watch plan is free it is still a separate line with us, but our team should be able to resolve that one to make the account eligible. 

If after calling the error changed to 012 they may have resolved the 007 one, but 012 is an error that could have a few different causes. 

Unfortunately on the tech side of things it is hard to advise you on the issue here on community as we are unable to access your account and this specific issue does require account information to help. But if you are on an All Rounder or Full works plan your plan does included unlimited watch data.

Alex

[Robti1873]

No it was just an operator who did not help and kept saying I had to buy an additional plan and then disconnected the call, currently on a call with level two tech trying to sort it. Thanks for clearing up that the watch plan is included 

thanks

[Chris_B]

@Robti1873    You still set up the tariff as if you are going to pay for it but you are not billed for it because of the phone tariff.    This is only applicable if you already have outright paired for the watch and it’s not on contract with EE.  All this add on will do is give unlimited data on the watch and you’ll still pay the contract for the watch.