by willie16 Investigator
Investigator

Apple Watch Mobile Data

Took out Data Plan with EE on Apple Watch Series 4. Despite numerous calls to 150, replaced eSims, the involvement of Level 2, reboots and unpairing of Apple Watch and iPhone XS Max the Mobile Data endlessly shows as 'Activating' and a spinning wheel icon.

 

Latest thoughts from Level 2 staff are that there is a 'Network Issue' that is known but remains unresolved. Reading this forum, this identical problem seems to have been identified many times over at least the last 12 months.

 

Both devices are fully uptodate with the latest Operating Sysstems, fully charged, operating seamlessly in every other way. WiFi is swiched off, as instructed, to force communication through 4G.

 

HELP. HELP. HELP.

 

 

6 REPLIES 6
by
EE Community Support Team

Re: Apple Watch Mobile Data

Good Morning @willie16.

 

I'm sorry to hear you're having this trouble with your Apple Watch.

 

I see you mentioned in another post that this was with our device specialist team, are you still waiting for a call back?

 

Jon

by willie16 Investigator
Investigator

Re: Apple Watch Mobile Data

Hi Jon

 

Thank you for taking the time to get involved. Yes, I'm still waiting. It just goes on and on - sadly without resolution. From what I can gather, there IS a fundamental problem somewhere in the EE side of things that is preventing some Apple Watches from completing the Activation process to enable Mobile Data. Although the problem seems to be recognised [presumably as more and more instances pile up] no fix is forthcoming. I must say I find that both astonishing and shocking. Been an Orange then EE customer for 40 years. Have Fibre, Home Landline, Sim Plans and a top of the range Apple Watch and iPhone XS Max and eSim EE Call Plan in place for the Watch yet find myself utterly defeated at the last hurdle - the enablement of Mobile Data on Apple Watch Series 4. Soooo disappointed. I really feel some highly technical person within EE will know what is causing this [looking back through this Forum, identical problems have intermittently surfaced for over a year] and be able to broker an effective solution. Until that happens I'm afraid I am left hanging....................

by
EE Community Support Team

Re: Apple Watch Mobile Data

Hi @willie16

 

I know it seems from browsing the community, that lots of other people have the same issue as you when actually the vast majority, if not all of them, have been fixed in some way by our technical support and Apple Watch teams.

 

I've sent you a private message to get some more information from you.

 

Please take a look and get back to me.

 

Thanks


Chris

by willie16 Investigator
Investigator

Re: Apple Watch Mobile Data

Hi Chris. I've replied to your PM. Look forward to becoming part of a 100% success rate. 

by willie16 Investigator
Investigator

Re: Apple Watch Mobile Data

Hi Chris

 

You asked me to keep you informed. 2 weeks later and despite all attempts I am still without Mobile Data on my Apple Watch. EE has admitted there IS a serious technical issue but sadly a solution seems to elude them.

 

The 'Device Specialist Team' is involved and called me tonight. No traditional advance text to announce their intended call. When they called, 2 or 3 rings of my mobile which happened to be right beside me and they hung up. 150 unable to know who it was. Apparently, they attempt ONE call/day for 3 days then close the case if they can't get a hold of me. I can't help thinking that giving me so little time to answer their call was done on purpose? Why can't a global telecomms giant like EE activate my EE Mobile Data Plan on my Series 4 Apple Watch??????????? Dozens of calls nd endless waiting, unpairing/repairing, reboots, removing data plans and at least 7 replacement eSims and my patience has run out. I'm furious. Been an Orange/EE customer for all my comms for 40 years and this is what I get. Some named person at a very senior level should take possession of this issue and ensure it is seen through to a satisfactory resolution At the moment I am left to receive follow-up calls at unspecified times from anything between 'the next 72 hours' to 'the next 5 business days'. what way is that to treat customers. FURIOUS.

by
EE Community Support Team

Re: Apple Watch Mobile Data

Good Morning @willie16

 

I am sorry to hear this is still on going. 

 

I have sent you a private message for some further information.

 

Speak soon, Katie 🙂

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