Help linking Data Plan to Apple Watch - no improvement after timescale suggested

[AshleyLoynton]

Hi

i have been in touch with customer support this week as my new Apple Watch is not connecting to my data plan. I have tried all steps required (unpair, update software, turn off WiFi). 

In the Watch app the watch is showing as not having a network provider or ICCID number. 

when I try to sync a data plan I get this webpage message every time: 

Mobile data cannot be set up with the price plan you have.

You need to be on an EE Pay Monthly phone plan or Phone Sim Only plan to be able to add an Apple Watch Subscription to your account.

this is despite me purchasing a watch plan already and being told on the phone it is setup correctly and there is no apparent issue on my account. 

Information from Tech Guru team (?) is that there is an EE wide issue merging phone contract and watch contract plans. But there are posts about this same things spanning years on here. I have been told to just keep trying every 48hours. I have already been offered one payment discount as essentially I am not getting the full function for the cost I am paying. 

beyond that I just wanted it to work and I’m not sure just “try every 48 hours” is reassuring. 

It was raised as a complaint (by the customer support) as they said that helps it create a ticket for the Tech team and I still have the complaint ID number if that is needed? However that ticket was closed because it was an already known issue. So I am not sure how I can chase it up and move to a resolution? 

any help and advice from everyone would be great. 

[Jon_K]

Hi @AshleyLoynton 

I'm sorry to hear this is still happening for you.

Are our Tech Gurus calling you back regarding this?

Do you currently have an investigation ticket open with them?

Jon​​​​​​​

[AshleyLoynton]

Hi Jon

Thanks for the reply. 

I am supposed to be having a call next Monday but not from the Tech Guru Directly. Someone else who spoke to them while I was on hold. He said he would call me back just to check it was all fine.  However he also said they closed the complaint ticket (that the customer service handler opened Himself) because the Tech Guru already knew of the issue for others. Not sure why they closed my specific ticket?? Also it’s odd if it’s a known issue but seems to be cropping up for years with people - as if it’s not fixed or keeps happening. 

the ticket ID was 13557773

does that help you or anyone see if this is anywhere near being resolved. As I can’t see the courtesy call I’m going to get on Monday be anything other than me telling the person calling that it is still not fixed. 🤷🏻‍♂️

Thanks 

[Jon_K]

Thanks @AshleyLoynton.

It sounds like you'll be getting called by another one of our Tech Gurus.

I'd recommend waiting for this call and seeing if they're able to resolve it for you.

Jon

[AshleyLoynton]

Hi

It was someone called Jack. Not a tech guru, he put me on hold while he said he was speaking to them when I phoned earlier in the week. 

I find it odd when you call EE they said it’s a wider known issue. But to me that would impact lots more people whereas it seems quite random. On hold again now and they seem to suggest they might be able to look into it. Like others before me, I don’t know why we have to be so persistent to get the help needed when this issue seems to happen to people time and again and the solution appears the same or at least similar. 

thanks for your reply. 

[Leanne_T]

Hi @AshleyLoynton

Let us know how you get on.

I hope this is sorted soon for you.

Leanne.

[AshleyLoynton]

Thanks. 

Was put to Level 2(?) and they reopened the ticket as Tech Guru now suddenly (during the call) told them they do actually know a fix a for this that can be done (it’s so random, no idea why that wasn’t the same when I last called) but that they will have to phone me in the next 48-72 hours to do this. 

I am sure there is a method to it all, but it doesn’t half feel a little bit made up as it all goes along! Hah. 

fingers crossed anyway still. 

[Leanne_T]

Thanks for the update @AshleyLoynton

Our Tech Gurus will be doing everything they can to help you get set up.

Keep us updated if you can 🙂

Leanne.

[AshleyLoynton]

So, had a call earlier this week expecting it to be the tech support with the solution (as that was what I was told would happen within 48-72 hours). However all the caller confirmed to me was that they couldn’t fix it yet but that the status was it would be fixed Wednesday or the latest today (Thursday). 

not surprised but it still hasn’t been resolved! Also never received the next phone call which I was told would happen by the end of today. 

have tried unpairing the watch and pairing again myself. Still no luck. 
Things have changed in that I now get an error code number (013) but ultimately the problem remains. 

quite unimpressed with this now. Still have my complaint ticket open. 

does anyone from support monitor these community threads to update on this?? 

[Katie_B]

Hello @AshleyLoynton. 

Thanks for coming back and letting us know this is not yet resolved. 

I would love to see if I can look into this further. 

I have sent you a private message for more information. 

Katie 🙂