All rounder not really all rounder

[walkerx]

I switched from Android to Apple and month contacted EE about my watch and phone plan and cancelled my watch plan as it being on android and not compatible with Apple. At the time I enquired about the Apple Iphone All-Rounder and was told this included plan for watch and to ring up when watch arrived tp get it added.

Been on with 150 to get this added and when I noticed it was saying £7 extra a month the agent, said yes you must pay extra for it. On being passed through to someone else was told yes it's extra. So does the All-Rounder not include the watch plan then, as if this is the case then it is misleading as I would have just stuck on my older plan and added a watch and paid for the inclusive extra direct to Apple as would have been cheaper.

Why must you still pay for a watch plan on top of the all-rounder

performing searches online all state the plan comes with free watch plan

[Chris_B]

@walkerx you set up the Watch tariff via the watch app on your phone it’ll state it £7 a month but you are not billed for this. You do receive the data for the watch because of your phone contract that you have. But it has to be setup first.  
But when did you take out the contract?  As your contract might not have this. 

[walkerx]

15 September, replied to your post on my previous post when I was looking at switching from Android to Apple

My Samsung Watch contract ended yesterday, my iPhone arrived on 12th October and my iWatch arrived today.

So based on all the information I was provided by the agent at the time and what I've found on the net, it should be included in my unlimited all-rounder for iphone contract, but the agent who took call said no, I must pay extra and when I disputed it, he put me through to the care team who said no I must pay for it and he spoke to manager who also said the same, so they would listen to original call and get back to me regarding it.

[Peter_W · Accepted solution]

Good evening @walkerx. 

@Chris_B is absolutely right when it comes to the Watch plan. 

Provided you're on an Unlimited All Rounder, Essentials Plus or Full Works plan from after August 29th 2024, you get unlimited watch data included with your plan. 

We have a help page with all the details you need on this, which highlights that you just need to add the £7 option you previously mentioned, then a 100% discount feature will be automatically applied alongside to remove any charges.

Peter

[walkerx]

@Peter_W 

I'm back on with someone from the care team who is trying to sort it out.

It looks like when my Samsung Watch Sim contract ended on the 15th October it cancelled the watch part of the all-rounder - the Samsung Watch Sim was on a rolling 30 day contract and I had to give notice to terminate that so could switch to iphone contract. When the agent earlier readded the watch he told me had to reset settings on my iphone then added the watch (which shows as chargeable)

Agent I'm on with at the moment spotted what has happened, even though the Galaxy Watch was on 30 day sim only, it looks like when switched to the all-rounder plan the watch got linked, so when it got cancelled yesterday it got removed from my account and the plan no longer shows watch under the plan.

Agent now trying to find out if it will automatically get re-added back to my plan as included item, so hopefully fingers crossed it gets sorted.

[Peter_W]

Thanks for the update @walkerx.

Please keep us posted on how you get on too, I'm confident our team will be able to ensure you're not left out of pocket here. 

Peter

[walkerx]

@Peter_W 

The chap who was looking at it last night advised would take a while and was hoping to ring me back before 7pm, but wasn't able to and messaged to say would ring today.

He did confirm while on the call that it should be on my account as he checked with someone else (digital guys) who advised my account should come with the watch plan included.

On checking in the app it still says for the plan i'm on

• 1 Inclusive Extra(s)
• Unlimited Minutes
• Unlimited Texts
• Our Best speeds - no Max Mbps

No mention of the watch being included

The watch plan, shows a £7 cost and just says unlimited data - Our Best speeds no Max Mbps

I'll probably have to wait and see when my month resets to see what is happening as I received a text about 30 minutes ago from EE saying 'thanks for signing up for your new plan. we have added the discount to your watch subscription'.

[Peter_W]

Thanks @walkerx, that definitely sounds like a good sign!

If you have the EE app installed, if you go to view the line for the watch plan and view your active add-ons, does this show any discount add-ons?
Peter

[walkerx]

Hi @Peter_W 

Sorry about delay in responding, checked the app and yes when gone onto the watch and view the active add-ons it shows 100% Watch Sim discount

Thanks

[Michael_D]

Brilliant news @walkerx 

I'm glad to hear that it is showing that as expected so that you aren't being charged.

If you have any other queries, please just let us know.

Michael