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?

[matteofadda]

Hi guys,

An update with no update for you… I’ve been in touch with EE (very lovely lady on the phone) but apparently they still are trying hard to sort the issue - I also had a chat with Apple and they know this problem exists but it’s EE’s fault - they say it might be due to updates not compatible with EE systems so EE needs to update their stuff. Not sure how true that can be but if it is we can just hope the problem will be sorted ASAP…

[Welshlad1]

Thanks for the update matte if I hear anything else il let you know as well

[MSV-10]

@matteofadda @Petemlaw @Welshlad1 

Sickening 😤 

[Kurt101]

I’m having the same problem with the iPhone 13 pro max and Apple Watch series 6. Both bought from EE at the same time. 

[Pjen26]

I had recently moved to EE due to its support for the Apple Watch. When trying to set up an Apple Watch Series 6 that is cellular enabled I keep getting the error “your account is not eligible to enable mobile data”. At for 150 tried to see me a separate physical SIM but when I queried it, I was referred to technical support. Apparently there is a major technical issue with enabling Apple Watches that is being worked on. There is no expected time for resolution. Very frustrating as this was a prime reason for moving to EE and am now trapped in a mobile plan for 24 months. 

It would be useful to know what the actual problem is and what the timescale for resolution actually is. 

[GavinThain]

I have the exact same issue. 

[Leanne_T]

Morning @GavinThain

Thanks for coming to the community. 

Have you spoken to our Tech Gurus by calling 150? 

Thanks. 

Leanne.

[GavinThain]

Yes. They tried resetting phone, watch, repairing, Credit check.

Nothing worked.

I have an iPhone 12 promax and series 6 watch.

They have informed me of an issue at the EE and preventing sign up.

Sent from my iPhone

[Leanne_T]

Hi @GavinThain

Thanks for coming back to me. 

I hope this is sorted soon for you. 

Leanne.

[MSV-10]

@Leanne_T @matteofadda @GavinThain @Pjen26 @Kurt101 

This is the highest level of incompetence I I have had the misfortune to come across period….

My issue has been ongoing since joining  on the 8th September. 

Look please don’t anybody from EE tell me when I speak to them again that although the message of “your account is ineligible…….” has been received by thousands of members going back over 4 years on this community alone, there are many reasons for that message. It may be their account actually is ineligible you may get told😴 “yes a possibility”

The proof of the pudding is in the eating they say, well here the proof of the issue is in EE’s inability to get to grips with a continually recurring issue. The level of mismanagement and technical ability is mind boggling. 

If you are new to this thread (or one of the new ones each week) you can look forward to:

Being pushed from pillar to post

Being asked on here if you have contacted the “guru’s’ on 150 (answer, yes that’s why I’m ***^^^* here)!!!

Losing the will to live being asked to pair unpair your phone and watch, turning watch and phone off etc etc

Spending hours and hours on phone calls and messaging. 
Being promised calls that don’t happen. 
Tech people who apologise for the last tech person disappearing of the face of the earth, before they disappear in 2 days time. 
Being told I don’t know why you were told that, it’s incorrect. 
etc etc etc

No the list is not exhaustive, no I don’t normally spend my life moaning, yes EE are incompetent. 

I am sure I have spent well in excess of 20 hours on this. 

Totally dismayed and very angry.