Upgrading from iPhone 14 to iPhone 15 and impact on Apple Watch cellular plan

[tednol]

I upgraded from an iPhone 14 Pro to an iPhone 15 Pro and received my new phone on Monday. As part of this I switched from an iPhone Full Works tariff to an All Rounder iPhone tariff. I also have a SIM only Apple Watch service on my account.

Migrating from the iPhone 14 to the iPhone 15 was seamless, and as part of that flow I moved the e-sim from my old device to my new device and moved my Apple Watch to my new device. Cellular connectivity on the iPhone 15 is fine, but now the cellular service on my Apple Watch is now completely borked. I'm getting a "Your EE account is not eligible to enable mobile service on your Apple Watch. Contact EE on 150 for more information" message.

Spoke to 150 last night and after 30 minutes, mainly spent on hold, I was told it's a known issue and to just keep trying. In the nicest possible way, this felt like being fobbed off. Is anyone else having similar difficulties?

[EvilSmoothie]

I’m also suffering this bug with the exact same problem although my new phone is a 14 pro. 

I called 150 who took me through some steps and had be remove the watch plan but were unable to resolve. The person spoke to tier 2 support who said it’s a known issue and to just keep trying. A support ticket has been raised. 

interestingly I also found whilst trying things I saw online that I am unable to enable ‘WiFi calling on other devices’, that tells me to call 150 also. 

I was told to just keep trying, there was no ETA for a resolution. 

[Christopher_G]

I'm sorry to hear that, @EvilSmoothie 

Please keep us updated here on what happens with the technical support team.

Chris

[helloitwez]

I’m having the exact same issue.

Migrated from an iPhone 14 Pro Max to a 15 Pro Max and my Apple Watch Ultra immediately stopped working on cellular. 

I’ve also noticed the WiFi calling / EE Smart Number features have stopped working and just keeps telling me to call 150. 

Spoke to several different tech support people over the past few days and no one has a clue. Was finally suggested to get in touch with Apple Support. They’re beyond useless. 

Everything was working perfectly before transferring to my new phone. 

[VDB123]

Same problem here also. Support have raised a ticket 3 days ago but heard nothing back. This must be an iOS/watchos issue which EE haven’t tested. 

im just baffled when talking to support that this isn’t close to a p1 for them. Someone should be working around the clock to resolve it. After all they must have 100s of customers paying for a service and not getting it. The compensation bill will be £1000s

I’m running an RFP for my organisation to select to a new carrier currently, network coverage from EE is superb in my opinion but the support structure they have behind it is appalling. These types of experiences keep happening time and time again for my personal phone line, I’m not sure how I could ever commit to putting corporate business their way. 

[EvilSmoothie]

Can confirm I’ve heard nothing more from EE and the issue still not resolved and no further forward. 

[cewuk]

Identical issues to the above reports. 2 completely fruitless calls to EE, just told to keep trying.

A Google search for "account is not eligible to enable mobile service on your Apple Watch" appears to suggest this has been an issue across a number of networks for years. There’s an extensive thread on the Three forum with users in the same boat as us. I’m not optimistic for a resolution to this issue anytime soon.

[Stansco]

Same issue for me since last week when I upgraded from pro max 13 /  series 7 to pro max 15 / series 9. The add plan option is greyed out.

I’ve spoken twice with customer representatives and they simply mentioned that it’s a known issue and that as of now they can’t do anything about it. 

Gave my old apple watch to a friend who set it up with his iPhone and the option is enabled on his watch settings.

I tbink it’s some sort of compatibility error between the existing mobile plan and the new series 9.

Potentially removing the existing plan and adding a new one might fix it, but the new plans are more expensive from what I’ve read. 

[EvilSmoothie]

I don’t believe that’s it. 

i have an Apple Watch Series 5. I changed my phone like for like (14 pro to 14 pro. Just have my wife the purple one and kept a black one for me). The phones and watch are the same but I cannot set it up, it’s greyed out as you say. 

I think there is an error on EE systems somewhere that they need to resolve. A Google search shows this happens from time to time. Fingers crossed it’s resolved shortly. 

[Profile closed]

I don’t have a network enabled watch anymore but did with Vodafone previously. I seem to remember having similar problems when I upgraded and believe I resolved these by submitting a “sim swap” request through their website.

I was able to submit the new watch EID which then pushed a new eSIM to the new watch and deactivated the old eSIM on the old watch.

I’ve no idea if this is possible with EE but worth a try/mention to customer services.

[RichTo]

The more I look at it the more I think it’s something to do with location services. And the watch thinks it’s roaming so won’t allow itself to try and connect while roaming