Apple watch Data INELIGBLE Just rejoined EE but will cancel as service so poor

[MSV-10]

EE should hang their heads in shame, no return promised calls and no response to 3 emails.

Just taken out 3 24 month contracts with EE

ONLY reason to change from Virgin was to use data plans on 2 Apple 6 watches

I have the message that the internet is litered with EE members pulling their hair out, it seems for 3 or 4 years EE cannot get to grips with this.

Message "Your EE account is ineligble to enable mobile data on your Apple watch. Contact EE etc"

I have seen so many posts and the general concensus is best of luck!! you need to strike lucky with getting someone at level 2 whao actually undersatnd the problem. Level 3 is the only way.

I knew I was being fobbed off on Friday, promised a call back today (Monday) but knew it was not going to materialise. It Has Not!

Sent three emails to the person I was speaking to who arranged the level 2 putting me through. No Replies 😞

I will need tocancel these 3 contracts before the 14 days, sooner actually due to the watches otherwise I'm massively out of pockecet.

Have been told I have lines available to me, I am eligble and it should be working.

This IS an admin thing as untill the message of "INELIGBLE etc" disappears there is ZERO chancee of moving forward! 

I will lose the will waiting for EE or being asked to pair/unpair switch off/back on over and over again.

Please help

[Schockwave]

Hello @MSV-10 ,

Welcome to the community,

Not sure what your problem is, I have Apple Watch and cellular, and no problem with data, if you want to use cellular, and you got the watch elsewhere, then it will cost you £7.- per month, but data is not unlimited and you cannot gift data from your phone, if on contract, whether sim only or phone contract to a watch, if you wanted to use your watch without your phone nearby.

There is no email contact, you will have to ring them. You may get a call today as they said you would, but it could be later in the day. Many of us do not have a problem. Did you take out a data plan for your watch or just for the phones? Have you spoken to the people, who deal with the watch itself? Have you made sure that both the phones and the watches are just connecting to cellular and not wifi when setting up? If there is an error message coming up, what is it?

[MSV-10]

@Schockwave 

Thanks for the reply, I was halfway through a response yesterday when EE called back. 
I will update in a bit, suffice to say I didn’t get any form of result. 
I have no error message and won’t til I at least get past the message of “ineligible”

[Leanne_T]

Hi @MSV-10

I am sorry to hear this, please keep us updated 🙂

I hope this is sorted soon for you. 

Leanne.

[Rapid99]

Hiya

I have the exact same issue. Spent a couple of hours last week on call to tech support, going through menus and checking settings. No luck. I get the exact same message as you.

I spoke to someone last night after complaining on the forum and they informed me that actually there is currently a known issue with Wifi Calling which effects the Apple Watch as well. The problem is therefore on their end. He said you will also notice that EE Volte (high quality voice calls over 4G) are currently not working.

I am expecting a call back from the device team but apparently there is nothing more I can do but wait.

It's been a disappointing start to my EE contact. Everyone has been friendly but waiting for a call back is no fun. I would much rather messages were exchanged using a messaging platform. It's just not practical to have to wait for a call - miss it and they might call you back in a couple of days....

Out of interest, see if you can turn on EE Smart Number (Wifi Calling on other devices). It doesnt work for me and the problems appear to be related.

https://ee.co.uk/help/help-new/offers-and-services/ee-smart-number/one-number

Also, although I can turn Wifi Calling on, it doesn't work. 

[Rapid99]

Here is a link to my thread for reference: https://community.ee.co.uk/t5/Apple/Can-t-add-data-plan-to-Apple-Watch/m-p/1077162#M115095

[MSV-10]

@Rapid99

Ok, all much the same but very frustrating I have genuinely spent more than 12 hours online, talking and emailing. All since joining last Wednesday.

On top of what you have said I was told that level 3 don't talk to customers so I could not raise a ticket with them. 

I explained I only had 14 days from joining to get this sorted or I would have to cancel as I would be massively out of pocket and the response was "I can help you cancel no problem, would you like to go ahead" That's appalling.

I kept insisting on being put through to level 3 and have a reference number. Was continually told there was no point. Eventually he agreed and I got a number. I asked for confirmation this was level 3 support. Was told it was the Specialist Device Team.

He took the IMEI number of each phone and the IMEI plus SEID numbers of each watch.

As you've said I have had politeness but I cannot get on with my days sensibly wondering if/when I may get a call. 

When I have had to contact them each time I have had to explain the whole scenario again and again to the different levels to progress. 

The system needs the client to be able to contact EE via a ref where the issue is picked up from the last correspondence.

Reason I am concerned is timescale!!

They may have said its a known issue but googling just tells you hundreds have had this issue over many years. It feels like time stalling, but I hope its not!

EDIT: When were you told last week?

Reason I ask is on last Friday at midday a level 2 called Nathan told me I needed to wait till I was in a different location where it might work or at home connected to my home WiFi !!

I said I had no faith in this.

As above when speaking to a level 2 yesterday, he told me that it was a known issue. I said are you telling me this known issue started just after I came off the phone to Nathan, he said yes. The level 2 yesterday was "another" Nathan

So were you told of the "known" issue before midday last friday?

[Rapid99]

I was told that there was a knock issue on the board that was raised last Wednesday about Wi-Fi Calling not working.

Apparently its all connected.

No one in the week mentioned this despite the fact they should have known about it.

Like you say, my concern is that its not true and they are buying time. Reading back on some of the old threads, it seems that you just have to hope you get lucky and talk to someone in support who knows what the problem actually is and can solve it. I’ve had different members of support tell me that EE Smart Number does not exists as a feature. It doesn’t fill me with confidence. 

Hope they get this sorted soon.

[Rapid99]

Sorry, that should have said ‘known issue’

[MSV-10]

I think it is stalling, if it's not then messages do not get through to the tech team!!

Yesterday a tech level 1 lady Rachael said to me that she had just spoken to Jay a level 2 and he said, yeah I definitely know how to sort this. She said I'll put you through. Nothing. No one. Then Rachael came back and said sorry, my system crashed but I've now got Nathan for you who I think was supposed to of called you earlier this morning! but it was apparently a different Nathan