“Your Smart Watch has had a problem downloading the eSIM, and EE Plan Expired

[Theboywonder]

So here's my saga...

I have iPhone (phone1) paired to my Watch Ultra 2. I added Mobile Data Phone plan earlier this week, no issue. eSim downloaded and text to confirm the £7 charge is already part of my mobile plan.  This has worked since.

Three days ago I did the same process for the other phone (phone2) on my account. But was getting the error. “Your Smart Watch has had a problem downloading the eSIM".

Quick search show to EID of the watch needs removing from the previous device. Makes sense as the watch was previously paired to another phone.   Each time we do this it fails to activate.

App chat last week said this was getting escalated to 'level 2' support but i never heard back.

Tonight, app chat again, and the agent didnt number stand the issue and I have eSim activation texts for BOTH mobile numbers and the exisits apple watch number.  I said these cannot go ahead. OK they say.

Now, the phone1 Apple Watch > Mobile Services shows 'EE Expired'.  If I click 'Manage EE Account' it says 'session has timed out, you need to cancel and start again'. I cancel and start again, and get the same loop.

So now, either of the phones are linked to Apple Watch eSims. Phone 1 says 'EE Expired', Phone 2 cannot download an eSIM.

One hold to tech support but queue time is over 45 mins. 19:15 currently so I expect to be cut off when the phone line closes as 20:00.

Any EE team members on here able to sort this out for me please?

[Peter_W]

Good morning @Theboywonder.

Thanks for reaching out to us here on the Community!

Whilst we can absolutely look into some troubleshooting around your Watch issues here, we don't have account access via these public forums so can't make any account-level changes.

To start with, did you make sure to fully unpair both watches from the previous iPhones they were used with prior to setting them up with the new ones?

Can you please make sure that both phones and watches are fully up to date, too?
Peter

[Theboywonder · Accepted solution]

Level 2 support called back and did sort this for me, thanks

[Peter_W]

Thanks for the update here, @Theboywonder.

I'm really glad to hear that they managed to get that sorted for you, and thanks for taking the time to come back and let us know, too 😊

Peter