Apple Watch series 6 - unable to add data as EE account not eligible

[matteofadda]

Hi everyone!

I joined EE as a new customer almost a month ago and since then I have not been able to set a mobile plan on my watch.

I have a monthly plan with iPhone 12 Pro Max  and I own a watch series 6 (bought directly from Apple). I seeked assistance via webchat at first to set up my watch line. They advised it would take 4 hours, then to reset and re-pair watch and phone and that’s where all the trouble started.

After these 4 hours nothing happened, webchat told me to wait 24 hours and so I did.

I then called 150 and spoke to several people in Tech which did not know what to do, one of them suggested to restart the plan from scratch since a webchat operator could not just ‘drag n drop’ a plan on a non-EE watch directly.

They cancelled my watch line, everything deleted and they advised me on what to do and how to set up a mobile plan myself.

However on the mobile data page of my watch a weird message  keeps appearing:

Your EE account is not eligible to enable mobile data on your Apple Watch. Contact EE at 150 for more information.

Several hours of phone conversation with the phone team, tech 1 and tech 2  have brought nowhere. Finally tech 2 told me that this was a ‘known issue’ and the deadline for this problem to be sorted would be 10 days (it might have come forward and tech 2 advised to keep trying pairing the watch if I wanted!)

I had to open a formal complaint etc, today I received an update from the complaint office since Tech 2 have disappeared and nobody phone called (I also have a separate issue with WiFi calls on other devices too that had to be escalated and has not been solved either) and the complaint office informed me that the timeframe has been extended and there is no set date when this problem will be resolved.

I am utterly disgusted by the level of inconsistency between officers working in the Tech department since everyone I have spoken to has told me different things furthermore I don’t know what to do and i am genuinely loosing the confidence that this problem will be solved.

I had a look at this forum and I saw many people have similar problems but nobody had them recently - I really need this matter sorted as quickly as possible or I won’t have any other choice than leaving EE for good…

Any advice anyone?

[Leanne_T]

Hi @matteofadda

Thanks for coming to the community. 

I am sorry to hear this and have sent you a private message on the community to get some extra details from you 🙂

Speak soon. 

Leanne.

[Welshlad1]

I’m having this exact same problem with a series 6 and iPhone 12 Pro Max, saying my ee account is not eligible, they have added a watch plan on for me there end and it’s still not working and it’s the same with me everyone I’ve spoken to as said different things really stressing me out if you hear of a solution or if I do first let me know please 🙂

[MSV-10]

@matteofadda @Welshlad1 

The level of inconsistency and professionalism is the worst I’ve ever come across period. The buck passing is extraordinary. 

I have the same issue as so many. I’ll link to my thread in a moment. I think it’s on its 3rd page. See my last post I think it’s a fair summary. 

I am on my 4th tech person to promise to keep in contact and not disappear like the previous ie not responding to emails or failing to call as arranged. 

Finally I have faith in the latest contact I have. I hope it’s not blind faith as all the previous gave the same assurances, then dissolved. 

edit: link https://community.ee.co.uk/t5/Mobile-Data/Apple-watch-Data-INELIGBLE-Just-rejoined-EE-but-will-cance... 

[matteofadda]

We shall keep each other up to date. I have a phone call scheduled for this afternoon and I will keep you on the loop on what they come up with.

[MSV-10]

@matteofadda 

What I find alarming from your posts is you mention it’s been over a month. I was told the issue was only noted from the 10th of September. The reason I’m unhappy with this is I should have been told by sales when I said I wanted three mobile lines and two watch plans that there was an issue with provisioning watches at the moment. If they had I wouldn’t have moved from virgin. I queried why sales had not informed me and was told it only started on the 10th and I joined on the 8th. 

[Welshlad1]

I was told the same yesterday that there was a problem with the provisioning of the watches but they haven’t got a date of when it will be sorted if I knew this would happen I would have cancelled my contract within the cooling off period the only reason I got the sim and watch was to use data on the watch without the phone 

[MSV-10]

@Welshlad1 @matteofadda @

Well most of us were told it was not a provisioning issue but due to the 4G WiFi calling problem affecting many of us and also stopping adding a watch plan. 

Well 4G calling fixed yesterday so why aren’t our watches working?

Still the same tedious message of 

Your EE account is ineligible to add mobile data blah blah…….

So what’s the fix now please?

[Welshlad1]

I’m not sure mate I’m still in the same boat as you, I’ve been promised call backs and emails and still haven’t heard anything I add turn in wifi calls for other devices or add a plan just says my ee account is not eligible but I’ve been told so many different things by different tech employees frustrating 

[Petemlaw]

Hi .. same problem — upgraded phone and now existing series 6 will not add data plan — have you managed to sort anything ? Cheers