topic Re: Galaxy Watch - Plan not working in Account and services

Galaxy Watch - Plan not working

Magoo90 — Mon, 07 Aug 2023 23:10:15 GMT

I decided to enable the smartphone plan via the galaxy wearable after the 4 day update that took place on 3's end from Thursday to Sunday.

I've previously done a lot of reading and seen that a lot of customers have struggled with the pairing process on galaxy devices.

I've previously been an iPhone user and enabled the pairing plan with three for the apple watch. It worked for 6 months with no issues till I moved over to Samsung.

I enabled it via the galaxy wearable app and it said it was setting up (around 30 minutes). On the morning I turned the phone and the watch on and off a few times. Still nothing. So I attempted to cancel it in the app and try again. From this point on I've been stuck.

I done a 3 hour web chat with 2 different advisors. One who said they cannot cancel the add on and that they had to pass me to another member of staff (this was after factory resetting the watch and getting asked a hole of random and frankly useless questions). The next advisor said I didn't have the pairing plan activated - then they discconeted.

So I'm at a loss. I don't know if I'm paying the £7 or not and either way I can't get the app to come pit of this loop..

This is the error I get when trying to set up the data plan within the wearable app.

Galaxy watch 5 pro lte and galaxy s23 ultra.

Can someone help me out?

Re: Galaxy Watch - Plan not working

jnex26 — Tue, 08 Aug 2023 08:15:31 GMT

Yeh in the same hole as you, it is infuriating I was told I cannot have smartphone pairing and I will need to renew my contract before I can switch to smartphone pairing

I have a complaint open with the complaints team and I'm waiting a response.

Re: Galaxy Watch - Plan not working

Magoo90 — Wed, 09 Aug 2023 12:17:02 GMT

After reading everyone else's issues and then the 4 day update I thought it might have worked. Obviously not. No one at three on web chat seems to know what is going on. The only offer they give is to reset the watch. It's driving me mad!

Re: Galaxy Watch - Plan not working

Magoo90 — Thu, 10 Aug 2023 16:40:53 GMT

Update - spent 2 hours on web chat today and then a further 40 minutes on a phone call after they disconnected me again. No further forward. Apparently been escalated to the back end team. Again told to try and pair the watch. Connect and disconnect Bluetooth. Go on the website buy an add on (which you can't unless you want to buy another watch).

I queried cancelling my 17 year old contract but was told I'd need to buy out my last 8 months at a cost of £122 - which if I have to send any more time on the phone I actually think I will do.

I've to wait till my new allowance on the 16th - I can tell you now from reading the other comments that it won't work.

What is the solution? Web chat, socials and phone are unable to help?

I'm pretty tech savvy. This issue is at 3's end.

Really poor from such a big company.

Still stuck.

Re: Galaxy Watch - Plan not working

Soph1508 — Fri, 11 Aug 2023 17:35:34 GMT

Interested to know if you've had any success as yet? Not sure if you've seen the responses on this one https://community.three.co.uk/t5/Account-and-services/Galaxy-Smart-Watch-service-for-existing-customers/td-p/11710

But they seem to have had some joy?

Re: Galaxy Watch - Plan not working

Magoo90 — Fri, 11 Aug 2023 23:33:05 GMT

Yeah that poor guy was at it for months before he got a resolution.

I've only been at it since Monday. I'm getting passed from pillar to post. The same questions being asked over and over.. I've been told wait for my billing date (16th) to try again - it won't work. I can tell you that now.

I hope you get lucky and it works. What o will say if it looks like it's trying to connect on the app etc. Don't cancel it or come out. You'll definitely end up stuck like me.

Re: Galaxy Watch - Plan not working

r0ck3t — Sat, 12 Aug 2023 22:15:47 GMT

Please check out my post and reply, all responses will be forwarded to my solicitor and financial ombudsman.

Stay away from Three!

https://community.three.co.uk/t5/Network/Galaxy-Watch-5-amp-6-Smart-Pairing-Shambles/td-p/16481

Re: Galaxy Watch - Plan not working

Magoo90 — Mon, 14 Aug 2023 21:48:38 GMT

Update - got a phone call from tech support. 45 minutes on the phone (had to reset the watch again. So inconvenient). Unable to get it sorted now bring referred to the back end team (again). I was told someone would be in touch with me at some point - however then received a test and an email saying "Your qeury has been closed" and basically they are happy to have solved the issue..... I fear they are going to try and move me onto another contract seen as they can't get the smartphone pairing to appear on my account - which I would be up for if it worked but from reading all the posts it doesn't seem to make a difference.

Genuinely thinking about giving up. What is the point.

Re: Galaxy Watch - Plan not working

Magoo90 — Wed, 16 Aug 2023 07:59:17 GMT

Tried again (after billing was reset on 16th) still nothing - as expected. Jumps between these two errors.

Updating Media

Re: Galaxy Watch - Plan not working

Magoo90 — Tue, 22 Aug 2023 20:36:21 GMT

Another week on. No contact from 3 and the issue still here. Utterly useless. Horrific customer service. @JonathanB any other ideas? The first team you put me onto the social media team immediately forwarded me to the standard web chat team last time FYI.

Re: Galaxy Watch - Plan not working

Magoo90 — Sun, 27 Aug 2023 17:01:00 GMT

Still no further contact from three and my query still marked as "resolved".

Terrible customer service.

Re: Galaxy Watch - Plan not working

JonathanB — Mon, 28 Aug 2023 10:43:10 GMT

Hi @Magoo90,

They might need to get you in touch with the 2nd line technical teams for part of the investigation of this, but the colleague in the Social Media Team should keep ownership of your case. Has no one been in touch with you by email from the team afterwards?

Thanks,
Jonathan

Re: Galaxy Watch - Plan not working

Turpin — Mon, 28 Aug 2023 12:55:08 GMT

I'm have the same problem with my galaxy watch 6,I've spoken to more than a dozen advisors and someone from the technical team I still keep getting that message you got about having another plan in progress.

Apparently we have to wait until our next bill cycle then try again to set up a plan.

Re: Galaxy Watch - Plan not working

Magoo90 — Tue, 29 Aug 2023 22:02:28 GMT

Hi, unfortunately not. I went through the usual questions at the start then it was "ill pass you to someone who can assist." socials team had me for about 10 minutes if that, mainly getting me through security. I was sent onto the usual web chat who then disconnected me (after an hour) then phoned me back 10 minutes later. 1 hour phone call then told that three had to send this onto the 'back end team' . They phoned 2 days later 2 hour phone call. Same stuff reset the watch. Wait for bill day. Then they said it was being sent to systems or similar. After that I received a few emails and a text all from three saying my query was resolved. So unfortunately no, I've had no help. Plus as anticipated bill day has been and gone and no fix (as per my updates on this thread). I've logged into account on mobile and web. I've changed password removed special characters. I've deleted and installed the apps. Reset the phone and watch. I'm going round in circles here. Now it looks like the only place I can get assistance or the attention of three is by tagging you in posts.

Sorry you are getting the brunt of it but this is honestly so poor.

Re: Galaxy Watch - Plan not working

Magoo90 — Thu, 07 Sep 2023 16:30:28 GMT

My case still marked as closed....... @JonathanB No one been in touch with me? Can you get someone to get in touch with me please? 0th of August this all started, it's now the 7th of September. Still in the exact same position. I've changed settings. Deleted and unintslled apps, reset the watch. Spoke to tech team. Spoke to the other team. Done the web chat. I've waited on bill date.......

Re: Galaxy Watch - Plan not working

Turpin — Thu, 07 Sep 2023 17:14:44 GMT

Have you had a bill yet if so did you try to start a new plan?

Re: Galaxy Watch - Plan not working

Turpin — Thu, 07 Sep 2023 20:04:45 GMT

I had to take out a pairing plan to get my galaxy watch 6 on contract so its their loss no pairing plan means I don't pay for a plan I can't use

Re: Galaxy Watch - Plan not working

Magoo90 — Wed, 04 Oct 2023 13:43:02 GMT

No one has been in touch @JonathanB - this has been since the 08/08/2023. I can see you are now being overwhelmed with apple watch issues now that people have upgraded! How do I get this fixed? I think I'll just have to make a complaint?!

Re: Galaxy Watch - Plan not working

JonathanB — Tue, 17 Oct 2023 15:11:16 GMT

Hi @Magoo90,

I'm sorry that I've not had a chance to follow this up with you. In terms of the issue you're facing it does need to be followed up by our teams that have account access. I totally understand that you'd want this to be addressed as a complaint. I've fed back to the Social team that we expect any issues that require follow up to be addressed as such.

Please give them one more try, they won't necessarily be able to resolve the issue personally but I expect them to support you by following up with the tech teams to make sure this is properly escalated and keep ownership until the fault is resolved.

Thanks,
Jonathan

Re: Galaxy Watch - Plan not working

Magoo90 — Tue, 05 Dec 2023 00:31:45 GMT

I've given up. I'm going to leave three once my contract ends. Still doesn't work. I've had absolutely no help and I've done months on running about.