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?

[Welshlad1]

Mines still not working haha

[JCDuch]

I switched of the WiFi on both devices and rebooted my iPhone, that worked for me. 

[MSV-10]

@aladdin 

Although yours fixed “itself” your issue was different to most who had the issues. As in you already had a data plan for a working watch the issue for you arose on upgrading to a new phone 📱 

Pleased it’s working for you 👍 

Only mentioning this so anyone who has the issue of not being able to add a plan for the “first” time don’t think it will magically 🪄 start up. They still need to go through the setup procedure. 

[Pjen26]

Sorry yours isn’t working yet. Mine was a new watch data plan set up and it just started working last night and allowed me to set up. Hope they can get to the bottom of your issue soon!

[JCDuch]

To be fair mine was a new monthly contract with EE and I added a watch bought directly from Apple that had no previous data plan. 

[MSV-10]

@JCDuch 

Mine was  also new EE contracts x 3

2 Apple watch 6, NOT purchased from EE

[Rapid99]

Mine was a new Watch plan. 

It might have been a coincidence but I went to the Wi-Fi calling options ins settings and trying turning on ‘allow Wi-Fi calling on other devices’. It errored the first few time, popping up a message. Then it suddenly started working. After that I went to the watch app and the option to add a data plan was there. 

[Welshlad1]

Great news all mines working now I tried to add a plan and it worked, thank you everyone for updating me all the time and hopefully if anyone is still waiting it gets fixed soon once again thanks everyone 

[matteofadda]

Hi guys,

one more update from my side

I can confirm the wificalling on other devices + eligibility issue with watches has been sorted - I had however another issue which was particularly linked to my account...

I received an error while adding a new plan which said there was issue while downloading the esim and to try back after 4 hours.

I waited all night but nothing got sorted on its own so I decided to give a quick call to the team on 150 and they have been able to sort this out....

briefly I reckon they have basically re-issued a new eSim and immediately popped into my plan page, I clicked on it showed another error code (012) went back and automatically started activating the plan, in less than 5 minutes everything sorted!

Thank you everyone for your replies and the sharing of our problem!

Hope everyone is sorted, if you aren't  I suggest you give one last call to  EE as they might be 99% able to sort other minor issues!