Apple watch 6 trying to link with my EE plan says plan is family

[BorderAll]

So on the3rd October EE upgrades tried adding my new series 6 watch onto my renewed contract.

My phone showed under mobile data the plan problem was every time i try and connect it said my watch needed setting up for family member.  

I rang held on 2 occasions totalling about 8 hours with tech support / Holding . Day one tech tried and failed was going too ring back on the 4th. 4th came no call made my second call again despite the tech support trying hard it was decided that level 2 support was needed and i would hear back about 5pm. Its now the 6th October still no call back and watch still cannot connect as it specifies i am subscribed with EE for a family plan. Told twice my account with EE is not a family plan. Anyone got any ideas please

[Yakhtar1989]

The tech team said it can take up to 24 hours to activate.

thabks 

[Christopher_G]

Ah, OK thanks, @Yakhtar1989

Has it been over 24 hours now? Do you have a good 4G connection where you are?

Chris

[Yakhtar1989]

At approx 4pm it will be 24 hours but I am not hopeful that it will work.

yes I have full 4g where I am.

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thanks 

[Christopher_G]

Please try restarting both devices with WiFi switched off at 16:00, @Yakhtar1989.

If it still isn't working, please contact the Tech Support team so that they can carry on with the troubleshooting.

Chris

[Yakhtar1989]

Hi I have done that and I now get the following;

[Jon_K]

Thanks @Yakhtar1989.

Now that 24 hours has passed, I'd recommend getting back in touch with our Customer Care team and letting them know that you're getting this message.

They will be able to help you from here.

Jon

[Cathsm]

Hi,

I have encountered this problem

recently - I upgraded my phone and contract on EE (I was already on EE), and now I am unable to set up my Apple Watch with a mobile data plan - I am still paying for the original watch plan, but when I go to the watch app on my

phone and on the watch itself it says my plan is not eligible for mobile data on the watch - even though it was working fine with my old phone a week ago.

any help would be much appreciated - I’ve already spent hours on the phone to the customer care team and have reset my watch and re-paired it many many times. I think it’s an issue with my account but I don’t know why there should be a problem after I upgraded on the same network?

[Jon_K]

Hi @Cathsm.

Welcome to the community.

I'd recommend getting back in touch with our Customer Care team about this.

They will be able to access your account and see what is going on. You may need to be passed to our Tech Gurus to raise an investigation ticket if no resolution can be found.

Jon

[FlipperMan]

I have exactly the same issue. I wanted to move off the £28/month plan (which included the watch) as it was out of contract. I asked support to setup a sim only plan for the watch so I could use that. I get the same error message as reported here - that I’ve not got the correct plan and try setting up for family member. I dont want to set up as family member (and can’t as I’m the family owner). I’ve reset the watch, the phone - several times. Still nothing. Tech Support failed to phone me back and I gave up (Incident 759062). I also asked for a complaint to be raised and have heard nothing - other than my call being now closed ! 

I’m due to buy the new Apple Watch 7 when its launched on Friday….but I’m convinced that this error on my account is going to screw that up. If this is a known error - why dont tech support know about it and include it in your FAQ’s ? 

HELP !

[Jon_K]

Hi @FlipperMan.

Did our Tech Care team raise an investigation ticket for you on this?

An investigation ticket would be raised when they can't resolve the problem on the phone, and they would call you back with an update when they have one.

Jon