Changing payment plan on AW4

[Albird21]

I purchased an AW4 with cellular plan from EE two years ago. This January the watch was paid for and the payment plan came to an end. I purchased a stand alone payment plan for the watch at £7.00 a month with 10Gb data.

I thought this was just a financial transaction but seems also to be a physical transaction as now my phone does not make calls when out of range of my iPhone.

My watch tells me I have no Data Plan and that I can add it within the watch app on my phone.

In the watch app on the phone under Mobile Data I have two options. First to add a New Plan, and then also under “not in use” EE with an information icon.

Touch the info icon and I have “Remove EE Plan” and Cancel.

Now I am not sure if this Not in Use EE plan is my old plan or my new plan. I suspect its my old plan.

If I go back and touch the “Add new Plan” it tells me my watch is not connected to my iPhone.
Touch “Set up Mobile Data” and it takes me to the EE page which says “Oops. Something is not quite right. It looks as though you have selected ”Set up for Myself” which isn’t compatible with the price plan you have bought. It tells me to cancel and re-pair my watch and “set up for family member”.

I am confused as none of this seems clear so I need help please.

[Leanne_T]

Hi there @Albird21

Thanks for posting on the community. 

If you get in touch with our Mobile Care team on 150, they can get the data plan looked into for you and help you get your Apple watch connected to your iPhone. 

Let me know how you get on 🙂

Leanne.

[Albird21]

Thanks Leanne_T

I got in touch with 150 this morning and spent about 45 minutes on the phone, it seems as though there was something wrong with the price plans they sold me.

A senior supervisor has made some changes which is going to fix my problem.

So I am waiting to see if it has in fact solved it.

Not happy so far, but that will change if it works as they promise.

[Christopher_G]

Thanks for the update, @Allbird21

Fingers crossed it's all sorted now.

Chris

[Albird21]

Well Chris,

So far useless, now my watch app on my phone under mobile data says EE expired.

Then it tells me to ring 150 and quote 031.

It is just about impossible to get a connection on 150 at this time but will try later.

Are the lines manned 24/7 ??

Seems like my stand alone  watch plan is not connected or recognised and EE are having problems doing this.

[Christopher_G]

It's worth waiting 24 hours before you do anything, @Albird21. 

The technical support team are open 08:00 - 21:00 weekdays and 08:00 - 20:00 on weekends/bank holidays.

Chris

[Albird21]

Well problem solved.
After numerous calls to 150 and live chat to technical operators and quoting Serial number, EID and IMEI numbers my plan started to activate and twice failed after a couple of hours.
My last live chat which lasted one and half hours was escalated to contact me within 24 hrs.
That happened and after a reboot of both devices and some tinkering at EE end the plan started to activate again for the third time.
After 15 minutes SUCCESS. Now my watch has a stand alone plan again.
At long last but I will never know what the problem was.

[James_B · Accepted solution]

Glad you got it sorted @Albird21 🙂

James