Error 007 - Can't activate Apple Watch data on Essentials Plus

[mcferro]

Hello,

I activated an Unlimited Essentials Plus monthly contract on Friday, specifically for the EU roaming and Apple Watch data that are advertised as included.

The eSIM activated fine on my iPhone, but when I try to set up my Apple Watch, I get error code 007: "Our system checks show that you aren't currently eligible to buy an additional line for this device."

I called 150 and was told I need to wait around 3 to 6 months for my credit score to improve before activating the watch data.

I'm confused because:

• I already passed the credit check for the main contract
• According to the EE website, Apple Watch data should be included on Essentials Plus plans taken after 29 August 2024, with the discount applied within 24-48 hours
• This is a paired watch SIM (not a separate line), sharing my unlimited allowance
• I can't find any mention of waiting periods or additional eligibility requirements anywhere nor within the contract.

I've seen other posts in the community with similar issues. Can anyone from EE clarify:

1. Is there actually a waiting period for new customers to access Apple Watch data?
2. If so, where is this disclosed in the terms?
3. How can I get this working as advertised?

I chose this plan specifically for the Apple Watch feature, so I'd really appreciate help resolving this. If it can't be sorted, I'll need to use my cooling-off period before it expires.

Thanks for any help!

[Chris_B]

@mcferro   Even if your phone tariff has inclusive Watch allowance you’re still credit checked for when you add the Watch to your account as this is a separate line to your phone tariff even if you don’t have to pay to have data for a Watch contract.      

you can usually add this after you’ve paid your first bill for your phone tariff,   

[Matt_124]

@mcferro 

I'm afraid there is a fundamental misunderstanding in your post here. The Unlimited Watch data is a separate Paired Watch Plan linked at account level. Not a special kind of invisible SIM that automatically taps into your existing line with no separate management on the account. It would have its own number, only being linked to your mobile number through your EE Account.

A second plan necessitates an additional line on your account as it is an independent device which can access the network.

The Paired Watch Plan comes with it's own Unlimited Data Allowance but can make/receive calls and texts from your mobile number when your phone is not present. This second line typically costs £7pm, as can be seen when selecting it to activate, but a 100% discount is then applied as a result of being an Essentials Plus (or above) customer.

Unfortunately if you are currently ineligible for an additional line, you would be unable to add this Watch Plan until such time as your eligibility changes with payments being made on time.

https://ee.co.uk/help/mobile/smart-watches/adding-an-ee-data-plan-to-your-smartwatch 

[mcferro]

But now the core question is why is it being advertised when they promises can’t be delivered?

im yet the find this part of the additional credit check for included sim within the contract or T&C. 

[Alex_H]

Hi @mcferro,

Welcome to the EE Community

I am sorry to hear you haven't been able to get your Apple Watch data plan setup. The only hard credit check performed is when you apply for your first contract to open your account, this check will result in your account being assigned a number of available lines. 

It sounds like your account may be limited to one line at the moment, as has been mentioned the watch plan is a separate line so would require a minimum of 2 allowed lines on your account. Everyone's number of allowed lines will be different so its not something that will effect all new customers, but the number of available lines does increase as you build up a history of payment with us, which is what the agent will have been referring to in terms of trying at a later date. 

However when you called and spoke to our technical team, did they mention sending your account to our credit referrals team and awaiting the decision from them? As though for a normal contract you would not be able to refer to them without first building up a payment history, for watch data plans there is an exception. 

If this was not done on your call, I would recommend speaking to us again and requesting this be done, it can still be potentially declined depending on other factors but especially in the case of it being a free plan they are usually able to help create the allowance for a data plan to be added.

Alex

[mcferro · Accepted solution]

Thank you for explaining the technical reason behind error 007.
However, this doesn’t address my main concern: Where is this restriction disclosed to customers before signing up?

I’ve reviewed:
• The EE website product pages for Essentials Plus
• The contract summary and pre-contract information I received
• The help page about Apple Watch data (https://ee.co.uk/help/mobile/smart-watches/adding-an-ee-data-plan-to-your-smartwatch)
Nowhere does it state:
• “Apple Watch data subject to account line limits”
• “New customers may not be eligible immediately”
• “Credit Referrals approval required”
• “Subject to additional credit assessment”

The website simply states that Essentials Plus plans taken after 29 August 2024 include unlimited watch data with a 100% discount applied within 24-48 hours. There are no asterisks, no eligibility disclaimers, no mention of exceptions.

If this feature requires additional approval beyond the main contract credit check, this needs to be clearly disclosed at point of sale - otherwise it’s misleading customers into contracts based on features they cannot immediately access.
I understand there may be a workaround via Credit Referrals, but that doesn’t change the fact that the service is advertised as “included” when it’s actually “conditionally available subject to undisclosed criteria.”
Can someone from EE clarify where customers are informed of these restrictions before purchasing?
In the meantime: If I call 150 today and specifically request escalation to Credit Referrals, can this be resolved today? Or is there someone from EE who can contact me directly to sort this, given I’m within my 14-day cooling-off period and this is preventing me from using an advertised feature?
Thanks

[mcferro]

I ended up calling an a very competent person helped me out. It’s active now. Just hope it will reflect the discount on my next invoice. 🙂

[Alex_H]

@mcferro Thanks for providing an update, I am glad to hear you got it resolved after speaking to our team a second time after they followed the correct process.

I do understand your concern regarding eligibility for the watches being made clear before signing up to the plan. So to provide clarification on that, its not mentioned on the pages and terms because there is not actually a restriction on adding a watch data plan.

What should happen, if your account does open with a allowance of one line, when trying to add the data plan you will get the 007 error code which tells you to call us. A guide will run a diagnostic which will advise them to raise it with credit referrals who will approve the plan and resolve the issue. These plans are approved as they are not subject to the usual credit referral criteria in order to allow the full features of the watch to function. They will only be declined in cases such as a fraud flag being on the account or unpaid bills etc. 

Unfortunately this was not done when you first called and you were told incorrect information about having to wait which I apologise for. But the process has thankfully been followed on your next call to get it resolved.

Chargeable add-ons are another product that can be effected by credit status, for example adding Apple music or TNT Sports to your plan is subject to your credit status and in those cases the terms do mention it being subject to credit status, as for them you do just have to wait and build payment history.

So whilst the system will restrict you adding a watch data plan based on the initial credit status, this should be resolved by manual intervention after you are directed to call in by the error code. Hopefully that does address the concerns you had regarding the issue.

Alex