topic Re: iWatch mobile Plan in Devices

Apple Watch pairing error

JonathanB — Wed, 11 Jan 2023 14:09:51 GMT

Hi everyone,

We've moved everything relating to Apple Watch pairing issues to this new conversation and will be providing all future updates as edits to this post, so that you won't need to go searching through the comments for these.

I appreciate these pairing errors must be very frustrating, especially for those of you that have been running into issues for several weeks now. Technical specialists are continuing to look into this, however based on what they've seen so far, this does not seem to be one overall fault that we can apply a blanket fix to.

With this in mind, please make sure you have followed the advice on the private message we've sent to each of you, this will ensure that your individual case has been escalated. We've originally sent these messages out a couple of weeks ago, so I'll double check that everyone that has commented has received these. You can find your community messages by clicking on your avatar in the top right of any page, then on "Messages".

Finally, please ensure you are following the Community House Rules when posting on the community, particularly points 8 and 13.

The private message mentioned above will put you in touch with a team that you can raise a complaint with should you wish to do so, any comments that share details of individual Three employees will be removed from the community.

JonathanB

**Update 26/10/2022**

Hi everyone,

We really appreciate your patience whilst we've been working on this issue. I can't imagine how frustrating it is to not be able to take full advantage of your Apple watches.

As I mentioned last week above, the errors do not seem to be one overall fault that can be fixed immediately for everyone. We do need a specialist team to do some work in the background on your accounts. With this in mind, I'd advise the following:

Make sure you've taken any action we've recommended on private messages to your community account. If you're experiencing these issues and we don't already know, please reply on this post so we can reach out.
Do not repeatedly attempt unpairing and pairing, this may be interfering with the work done in the background. Please wait for a Three representative to contact you and advise before you unpair and pair again.

We've seen some great progress towards getting this sorted in the last few days, I'm hopeful that it won't be too much longer till this issue is fully resolved for everyone.

JonathanB

**Update 17/11/2022**

Hi everyone,

We’re really sorry that there’s been a considerable delay between updates on the errors with Apple watch pairing. As we’ve mentioned previously there is more than one error involved and specialist teams are working hard to address the root causes of these.

I assure you that all comments about this issue are read, and all feedback given is being escalated on a daily basis.

Whilst we’re working on this, we’d be grateful if you can do the following:

If you’re new to this thread, please either private message me, or add a reply, and I’ll direct you to a team that can help further.
If I’ve already sent you this information, please ensure you have spoken to that team.
Please only unpair and re-pair your watch if directed to by one of our support teams as part of the troubleshooting and investigation of your issue.

I’ll provide another update soon.

Thanks,
JonathanB

**Update 02/12/2022**

Hi everyone,

Thanks for your continued patience. We’ve seen some great progress towards resolving these issues since the last update. As I’ve mentioned previously there is more than one error involved, and for many of you, your bill cycle will also affect when you can successfully re-pair the service.

Here’s some general steps that should help with common scenarios we’re seeing.

Ensure that you’ve registered for My3, without a registered online account and password set, the pairing will fail.
There are some instances where special characters at the start of My3 passwords have resulted in an error. We recommend that you have a strong password that is a combination of upper and lower case letters, numbers, and special characters but avoid beginning the password with characters like /!”£$|\. My3 supports these, but it seems to be causing an issue when this info is passed onto the smartwatch pairing system.
If you’ve changed your priceplan, upgraded, or are instructed to wait for your bill cycle to complete, you should wait till the day after your new bill cycle starts to attempt pairing. So for example, if your allowances refresh on the 1st, wait till the 2nd.
Although individual smartwatches can be unpaired from your account, cancelling or removing the add on completely will delay being able to reinstate the service till the following bill cycle.
As mentioned before, don’t repeatedly unpair and re-pair, the failed requests may cause further issues on your account that delay this being solved.
I’m continuing to regularly check for anyone new on the thread, just send a reply or private message me, and I’ll link you in with a support team that can help get your specific error looked into and make sure you get the best advice.

Thanks,
JonathanB

**Update 11/01/2023**

Hi Everyone,

As well as the steps on the last update, we're finding it helps to clear your temporary data from your iPhone before attempting pairing.

You can do this in Settings, Safari, Clear History & Website Data.

In case anyone is having trouble finding their private messages, click on your avatar image in the top right of any community page, then "Messages". If you've posted on this thread, then you should have a message waiting from me with a link to a support team that will help.

Thanks,
JonathanB

Error code

Kylewallace98 — Thu, 04 Aug 2022 20:30:29 GMT

Just wanting to know I’m trying to pair my Apple Watch and I’m getting a error code when I’m clicking on set up mobile data the error code I’m getting is E53304 can someone help me

Re: Error code

StephR — Mon, 08 Aug 2022 12:13:18 GMT

Hey Kyle, welcome to Three Community.

I'm really sorry you're having difficulty pairing your Apple watch. That error indicates there's something processing on your account, and that something is getting in the way of activating your pairing plan. Sorry about that!

I've sent you a PM with more details on how to get in touch so we can get that sorted for you.

StephR

Error while attempting to pair Apple watch

Paul_P1 — Fri, 30 Sep 2022 13:36:53 GMT

Currently waiting for my 4th call back from your technical team about my problems pairing my Apple watch, it was sitting at 'activating' for three weeks, now has the following error when trying to setup mobile services.

E53305 - You already had a paired device.

Does anyone on this team have any ideas? I'm getting fed up resetting all my settings and repairing my watch everytime your guys call....

Re: Error - E53305 while attempting to pair watch.

StephR — Wed, 14 Sep 2022 09:11:57 GMT

Hi Paul, welcome to Three Community 😊

Sorry that pairing process hasn't been plain sailing so far.

Can I ask if you've had a bill generated since you first tried pairing your Apple watch?
When is your next bill due to be generated (that happens on the same day your allowances refresh)?

It could be that the Add-on won't activate fully until the following bill date, so let us know and we'll figure out the next best step for you.

StephR

Error code E53304

PaulGriff13 — Sun, 18 Sep 2022 16:47:41 GMT

Updated my plan to a 24month sim only, so I can connect my iwatch series 8 to my plan for £7 like is advertised on the web site and I keep getting error code E53304.

Re: Error code E53304

PeteG — Sun, 18 Sep 2022 17:14:43 GMT

Hello, Paul.

Welcome to the Three Community.

That specific error message relates to the account you're pairing the Apple Watch with, and usually indicates there's another pending change on the account that's yet to be processed.

Since you've advised that you just upgraded the contract, I've got a feeling that upgrade itself will be the pending change. The upgrade should complete on the account on the billing date. Pop onto My3 in order to see when that is. You should be able to get the watch to pair after that.

I hope that helps.

Pete.

Re: Error code E53304

PaulGriff13 — Sun, 18 Sep 2022 17:23:25 GMT

Thanks for the quick reply. I'll check that out and hopefully that resolves it.

iWatch mobile Plan

Kadrong — Thu, 22 Sep 2022 05:13:38 GMT

I have been a Three customer for 10 years and recently, one of my contracts was due for upgrade. I upgraded to an iPhone 14 with an iWatch series 7 GPS & cellular - the guy on the phone mentioned he would discount the smartwatch pairing addon which I believe is £7. On the 17th of September 2022, I received the devices however due to it been my birthday I opened it on the 18th. I went through the normal process of setup with the phone and watch then proceed to the mobile service setup of the watch. Since the 18th of September until yesterday, the mobile plan was displaying ‘activating’, over 20 calls to Three support and over 20 different excuses and none can find a solution - over half of everyone I spoke to from Three support don’t know what a Smartwatch pairing addon is and most suggested that I install the watch app on the iPhone which actually came with the iOS. I believed Three Support got tired of my calls and decided to removed the addon in the middle of the night because I woke this morning to find that the addon were removed and the watch app displaying “Your Three account is not eligible to enable mobile service on your Apple Watch. Contact Three for more information” I am seeing that if Three can’t fix its issue, they either passed you around, blame other companies (in this case 4 staff mentioned it was Apple problem) or wait until the middle of the night to disconnect the service or feature.

Re: Error - E53305 while attempting to pair watch.

Kadrong — Thu, 22 Sep 2022 11:05:57 GMT

Same error here after the addon was refresh.. added the addon on the 18th and it was displaying ‘activating’ until yesterday when someone reset it and now it is the error e53305..

Re: iWatch mobile Plan

StephR — Thu, 22 Sep 2022 11:55:23 GMT

Hey Kadrong, thanks for joining us here at Three Community.

I’m so sorry you’ve had such a hard time getting your Apple Watch set up, that’s such a pain. It's super disappointing you've been left feeling passed around and let down. We'll do all we can to fix that here, and help move things forward for you.

Due to a system limitation, a small number of customers have been unable to activate Smartwatch Pairing until the next bill date after they upgrade. It sounds like this could be what caused the initial issue.

Have you had a bill generated since your upgrade was processed? Your bill date is the same day your allowances refresh.

Have you been in touch since seeing that 'Your Three account is not eligible' message? If so, what was the latest update you were given?

Let us know, and we'll figure out the next step towards getting this sorted.

StephR

Re: iWatch mobile Plan

Kadrong — Thu, 22 Sep 2022 13:54:47 GMT

The billing date is on the 1st of October but I don’t see why Three create a service to be active after a payment date especially when the customer has already in possession of that service due to knowledge.. this creates anxiety.. it further seems as if no one know what to do or say because everyone saying different things.. there are currently 3 escalations and no one bother to call.. 25 phone calls and two chats and it seems everyone in three can write a book filled with excuses.. now the watch can’t even connect to the three login page after the reset of the addon and even though I was told this morning that the addon was reset and active - I can’t even see it in the three app.. such a broken system which seems to be selling the last item on the shelf knowing it isn’t working

Re: iWatch mobile Plan

Kadrong — Thu, 22 Sep 2022 14:31:11 GMT

and three finally admit there is a problem

Re: iWatch mobile Plan

StephR — Thu, 22 Sep 2022 14:50:32 GMT

Thanks for getting back to us, Kadrong.

It's not that we've created the service to work this way, but instead a technical limitation that's impacting a small number of customers. This isn't the expected experience, and I'm really sorry it's delayed your use of the cellular features of your new Apple Watch.

To fix this, please wait until your next bill date, then unpair your Apple Watch. Once that's done, you can start the pairing process again from scratch using the smartwatch app on your new iPhone 14.

This has obviously been a really disappointing experience for you, so I've also dropped you a PM with a little more information on how to report that.

Thanks again for sharing your experience here on Three Community. Do let us know how things go, we're keen to make sure this is sorted for you.

StephR

Apple Watch Cellular Stuck on Activating

Boyle — Sat, 24 Sep 2022 09:38:44 GMT

Hi everyone,

I’ve been trying to set up Smart Watch pairing from Three since June, and can never get past ‘Activating’. I’ve tried different phones, different Apple Watches, restores, repairs, everything. Three seem mostly unable to help. Anyone got any ideas?

thanks

Re: Error - E53305 while attempting to pair watch.

Boyle — Sat, 24 Sep 2022 09:41:09 GMT

Did you ever get a resolution?

Re: Apple Watch Cellular Stuck on Activating

Boyle — Sat, 24 Sep 2022 10:33:36 GMT

Paging @StephR for some help 🙂

Errors with Apple Watch Re-pairing cellular with new phone.

SMcMillan — Sat, 24 Sep 2022 15:51:54 GMT

I had an Apple Watch Paired with my phone about 2 months ago when I say paired I mean I activated the Smartwatch Pairing Plan through the Apple Watch app to add Three cellular services to my watch (Yes it's a cellular watch.)

I Upgraded my contract to a new iPhone 14 Pro, and restored from backup. Upon restoring from backup it added my watch just fine however in the cellular settings it said Three but it wasn't being used for cellular on my watch.

I Deleted the three cellular plan thinking I had to rego through Smartwatch Pairing again in the Apple Watch app to enable cellular. Each time I do it now it gives me an error, Error53305 - You already have a paired device - chat to our team.

EVERYTIME I talk to chat, I get a different response. They say my watch has been removed from the account. Another said they had to readd the watch plan on and they did and it would be fine in a few hours. Days/week later Still SAME issue when i click on setup cellular in the apple watch app - "E53305 - You Already have a Paired Device" The watch pairs to the phone fine, it just does pair for a cellular account.

Please help.

Re: Errors with Apple Watch Re-pairing cellular with new phone.

PeteG — Sat, 24 Sep 2022 18:02:48 GMT

Hello.

Welcome to the Three Community.

The error message you're receiving usually indicates that there is already a device paired. Usually having the team remove the pairing and then starting again fixes it, I'm not sure why that's not the case here.

We can do some checking with our tech guys to see if they have any further advice on this, and we'll get back to you as soon as we have an update.

Pete.

Re: Error - E53305 while attempting to pair watch.

Ardak — Sat, 24 Sep 2022 18:28:32 GMT

Hi, I have exactly the same error, but first I couldn’t even activate, because the error message (without any code number) was showing “There's a problem Chat to one of our team:- From your Three phone 333, From any other phone 0333 338 1001”

after many hours of listening to the songs and waiting for any resolution from the customer care and technical team I got the same error E53305. It was after a second tier tech support guy tried to fix and just added this error.

after I called and had to explain numerous times what’s my problem is, again and again resetting my Apple Watch and iPhone without any luck.

today I got a call from very confident tech support assuring that in half an hour (max 4 hrs) I should be able to pair my watch, but without any luck.
I even received sms: “From Three: we've sorted your query, but if you need anything else, you can check out the Three app bit.ly/2XJ3Lkd or chat with us bit.ly/2YWjpVX”

this is really upsetting because we are just Guinea pigs for Three.