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?

[Petemlaw]

I’ve had a chat with tech

I had a working phone plan till upgrade to 13.

same inept response 

we know it’s broke

we don’t know what’s broke

we don’t know what to fix

we can’t say when we will fix it

CASE NOW CLOSED AS ITS RESOLVED!!!

Am I happy with that

I have had this same contract for 20 years - don’t think it will be 21

Poor technical ability - Poor customer service

[Welshlad1]

Please could you pm the name of the person who helped you thanks 

[D22]

Good news (for me at least) but hopefully others

after EE reached out to me on here via private message earlier, i was asked if i wanted a call to sort this out

i was happy for a call ONLY if this could be sorted out on the call, i nonetheless supplied my IMEI number and EID along with my contact number and best time to call……no reply that i can see….however within the last 1/2hr upon checking the watch app i had the option to set up my watch plan which i duly did and its all now working as it should

this must of all be done from EEs end as I've not had to do any resetting, repairing or rebooting my end, so all the previous endless resetting and repairing was clearly not needed

Hope this helps others 

[Kurt101]

Still not working for me. 

[MSV-10]

@D22@matteofadda @Welshlad1 @Petemlaw @Leanne_T 

Following my call from David, which he made after seeing my posts on here! I insisted he added the EID numbers manually.

He kept saying it wouldn't work but would do it anyway, I explained to him (as I have to all the other techs!) why I felt it would work.

I could see both plans added in "MyEE"

Now both watches connected and working 🙄

Had an error first which was remedied by turning off wifi on my phone.

What can one say

[Kurt101]

Mine is now working. Looks like they sorted out the problem 

[JCDuch]

Same here 👍🏻

[Pjen26]

Amazing. Mine now working too! Hopefully problem solved for everyone!

[Rapid99]

Mine is now working too! Looks like it’s fixed. 

Only took three weeks! Glad it’s sorted now though. Thanks David and the team! 

[aladdin]

yeah mine has also fixed itself. i didn’t do anything to any of the settings or whatever but just checked the mobile data part of the watch app and it’s presenting it as EE

so yeah, good news guys. we did it!