topic Re: Smartwatch paring stuck at setting up service for the last 24 hours in Devices

Smartwatch paring stuck at setting up service for the last 24 hours

jnex26 — Sat, 29 Jul 2023 13:52:09 GMT

I have tried paring my smartwatch with three and it has just hung at setting up service for the last 24 hours..

I can see the order online and it is pending and I try to see more detail and I get an error comes up with the error code as

errorUid: ff99a88d-2cc8-47a5-a

Re: Smartwatch paring stuck at setting up service for the last 24 hours

martr84 — Sat, 29 Jul 2023 17:54:42 GMT

Exactly the same for me for the last 3 days so far, contacted three and was informed i'd probably have to wait until the 22nd of august until my next billing cycle for it to activate. They did say they will get their technical team to look at it and i would hear if they can get it sorted sooner. Nearly a month compared to the it should activate within 30 minutes on screen when signing up. Not the "it just works" apple experience.

Re: Smartwatch paring stuck at setting up service for the last 24 hours

JonathanB — Mon, 31 Jul 2023 10:25:07 GMT

Hi @jnex26,

I'm sorry to hear that pairing hasn't been a smooth experience for you. In case this still seems to be stuck I'll send you a PM to refer you onto some colleagues that will take a closer look.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

Re: Smartwatch paring stuck at setting up service for the last 24 hours

amybooth — Mon, 31 Jul 2023 13:58:03 GMT

Hi @JonathanB I am currently having exactly the same issue. I have tried paring my smartwatch with three and it has just stuck on activating for the last 24 hours…

I can see the order online and it is pending and I try to see more detail and I get an error comes up with the error code as errorUid: ff99a88d-2cc8-47a5-a.

I have tried resolving the problem via online chat but not got anywhere and it just auto ends before they can get back to me. Please can you help?
Thanks Amy

Re: Smartwatch paring stuck at setting up service for the last 24 hours

JonathanB — Tue, 01 Aug 2023 12:36:19 GMT

Hi @amybooth,

I've replied to your PM now with some info on how to get more help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks.
Jonathan

Re: Smartwatch paring stuck at setting up service for the last 24 hours

riddelld — Wed, 02 Aug 2023 15:04:32 GMT

Hi @JonathanB same for me also. (Apple Watch Ultra). Have changed my password to remove characters etc and cleared safari cache. I signed up yesterday and tried to pair watch which stuck on activating for a couple of hours. I tried unparing and tried again and now I get this when I try to pair the plan with the watch. And at the bottom I have the order for the smartwatch pairing (at the bottom) says pending since yesterday afternoon. I did call yesterday but the agent couldn't help me and said she'd raise a support request, but so far nothing changed.

Thanks for any help you can provide

Re: Smartwatch paring stuck at setting up service for the last 24 hours

JonathanB — Thu, 03 Aug 2023 09:14:47 GMT

Hi @riddelld,

I'll send you a PM to get you in touch with more help with this now.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

Re: Smartwatch paring stuck at setting up service for the last 24 hours

jnex26 — Thu, 03 Aug 2023 10:04:23 GMT

So after much back and fourth... my app has lost the link to the pairing, looks like I have to get the pairing add on removed which three just don't know how to do... and now Three support claiming that only three purchased smartwatches are supported.

Re: Smartwatch paring stuck at setting up service for the last 24 hours

jnex26 — Thu, 03 Aug 2023 10:06:39 GMT

Looks like the request from support to uninstall the app and reinstall the app totally destroyed my accounts ability to pair with a smartwatch.

Re: Smartwatch paring stuck at setting up service for the last 24 hours

jnex26 — Thu, 03 Aug 2023 12:24:02 GMT

so for anyone with this problem, I have fixed it now.... Thank you support finally do what was needed.

For the record... it seems the reason was as my account was old it did not have some details registered in my case it was email address and registering with the new service does not update it and the customer support has to do the update.
I had another issue on top of that because I had removed and re-added the application ( as requested ) it broke the pairing registration and three needed to remove the new line altogether.
Then because my details were correct in the system when I re-registered it took maybe 5 mins to get registered and activate the e-sim and the watch to start receiving calls ( the device was not a three purchased device )

I would like to Say thank you for Samantha at the Social media support for helping me.

Re: Smartwatch paring stuck at setting up service for the last 24 hours

JonathanB — Fri, 04 Aug 2023 13:18:20 GMT

Hey @jnex26,

Thanks for the update and glad to hear this was finally sorted by Samantha. I've passed the feedback onto her managers.

JonathanB

Re: Smartwatch paring stuck at setting up service for the last 24 hours

cheekybuddha — Sun, 01 Oct 2023 19:07:16 GMT

I too am having the same problem trying to move my cellular add-on from my existing Apple Watch 8 over to my new Apple Watch Ultra 2. I get the ‘there’s a problem’ error. On top of this, I have been unable to access many account features such as my bills since the forced re-registering on Three’s ‘My 3’ portal / app.

My partner (a busy doctor) and I have spent countless hours on the phone to Three Customer Services and still our issues have NOT been resolved.

I have just this minute written a formal letter of complaint to Three’s Executive Office and cc’s Three’s CEO Robert Finnegan.

We are absolutely disgusted with Three’s complete and utter ineptitude and unprofessional conduct and are going to take our multiple contracts to another network, including those of many of the friends, family and colleagues that we brought to Three.

We have never dealt with as many clowns at one company. Circus experience appears to be a prerequisite for working at Three ! I am confident that we would get better service from a monkey.