topic Re: Apple Watch Impossible to Pair with Three in Devices

Apple Watch Impossible to Pair with Three

Nadeem1 — Sat, 23 Sep 2023 22:40:50 GMT

For the past 2 days I've been bounced around Three's Support Network with no solution to a somewhat simple issue. It seems like the "Technical Support" team and even the "Senior Technical Support" team have no clue as to how to fix an Apple Watch Network Pairing issue. Instead of helping with getting the watch's cellular working they started reading me Settings to change on my iPhone which are completely unrelated to my watch. I have had to unpair/factory reset my watch about 5 times as apparently that will fix the issue. Now to the issue at question:

When activating the cellular service on my Apple Watch, I cannot get past the login page as I keep getting "There's a problem, At least one of the fields is wrong" even though all the fields are filled and correct. I have been stuck at this for ages and for sometimes I get through to the "Our Plan" page which says that "You've already purchased this plan" and asks me to "Activate Now". After clicking this button, it sends me to another error "There's a problem, System Error."

Now it's a shame that there is no support the "Technical Support" team can give to a growing group of users who use smart watches and want to connect to Three. If a company is charging £7 to pair cellular service to a smart watch then it should work seamlessly and have a support sector who can help if needed. I think the infrastructure should be built out, tested on and validated before it is allowed to be used by consumers. If a service can't handle a watch unpairing because the IMEI's are the same (as I have read in other forum posts) then that service isn't ready to be released, let alone ask users to pay for it.

If someone can help me get this sorted, please can you reach out as I am considering changing providers.

Re: Apple Watch Impossible to Pair with Three

Trekkie101 — Sun, 24 Sep 2023 10:14:14 GMT

This is exactly my experience - occasionally I make it as far as “system error” and it can’t pair.

I had it working last week on my old phone and watch, moved to the new and now it will not pair for anything.

Re: Apple Watch Impossible to Pair with Three

daschles — Sun, 24 Sep 2023 10:42:13 GMT

same for me and my wife. very frustrating and poor service

Re: Apple Watch Impossible to Pair with Three

Lukeapricey — Sun, 24 Sep 2023 17:08:37 GMT

Very well said!
I’m in the same boat. New Apple Watch, existing smartphone pairing addon which now doesn’t work on said new watch. Three shouldn’t really be able to get away with this - it’s blatant fraud and dishonest. I can’t believe their tactic is simply to ignore the issue. You can see evidence of this right here on this community - every thread about failed smartwatch pairing is being ignored currently. I’d like an update from Three, surely somebody is working on this?!

Re: Apple Watch Impossible to Pair with Three

Cpbasso — Sun, 24 Sep 2023 17:45:26 GMT

I’m fuming. 3 or 4 days now I’ve had various errors, seemingly randomly changing every now and then. The support team is clearly incapable of this. In a single day I’ve had two eSIMs added to my phone, unpaired my watch about 6 times, made it through to 2nd line tech support who assured me it would be magically fixed in half hour (shocker, it wasn’t) and one advisor was insistent I didn’t have the addon despite me stating multiple times I could literally see the addon on my account. Seems each advisor is completely incompetent and just stumbling through a half hearted attempt to help. It’s even more infuriating how many other people are having this issue and how long it’s been going on without a fix.

Re: Apple Watch Impossible to Pair with Three

daschles — Sun, 24 Sep 2023 18:57:19 GMT

My wife and I just cancelled the add-on as neither of us could get it to work despite many calls and many hours (cancelling itself is a terrible experience as agents insist one has to do it oneself in the app, but it can't be done in the app. -- Three clearly gives agents no training or tools at all). We may try again with the addon after a billing cycle passes... or may be we just forget it and Three is out the revenue.

Re: Apple Watch Impossible to Pair with Three

tommytran672 — Mon, 25 Sep 2023 12:33:58 GMT

Hi,
After 2 days of trying, I got it to work.
Issue: "THERE IS A PROBLEM"
"one of the fields is missing"

Solutions:

"Watch" > "General" > "Software Update"
Charge your Apple Watch while trying to pair on your iPhone. Also, try without charging and leaving it to charge for a bit.
Change password to only letters and numbers.
"Settings" > "Safari" > "Clear History and Website Data".
Try throughout the day, but night seems to work more often from anecdotes. (10pm, midnight, 1am, etc.)

Re: Apple Watch Impossible to Pair with Three

tommytran672 — Mon, 25 Sep 2023 12:37:39 GMT

Hi,
After 2 days of trying, I got it to work.
Issue: "THERE IS A PROBLEM"
"one of the fields is missing"

Solutions:

"Watch" > "General" > "Software Update"
Charge your Apple Watch while trying to pair on your iPhone. Also, try without charging and leaving it to charge for a bit.
Change password to only letters and numbers.
"Settings" > "Safari" > "Clear History and Website Data".
Try throughout the day, but night seems to work more often from anecdotes. (10pm, midnight, 1am, etc.)

Re: Apple Watch Impossible to Pair with Three

Cesca — Tue, 26 Sep 2023 21:35:25 GMT

Thank you for your post. I’m experiencing the same poor and appalling service in relation to the Apple Watch SE 8 gps & cellular and IT DOES NOT WORK AND THEY DON’T KNOW HOW TO FIX IT. Just admit it Three 🤷🏼‍♀️

Re: Apple Watch Impossible to Pair with Three

Cesca — Tue, 26 Sep 2023 21:36:50 GMT

Same issues and for a longer period. They (3) don’t have a clue how to resolve it.

Re: Apple Watch Impossible to Pair with Three

Weepete — Fri, 29 Sep 2023 16:17:48 GMT

I am having th same issue. Three are full of unprofessional lies and nonsense.

Re: Apple Watch Impossible to Pair with Three

Modent — Fri, 29 Sep 2023 22:01:27 GMT

I am having a similar issue .. I have finally come to the conclusion that three network doesn’t support cellular Apple Watches .. the tech support have no idea what is going on and they can’t find a solution to a problem in their network that they don’t even understand .. I guess it’s either switching networks or giving up on using the cellular function of the watch .. the extra 100£ paid for the cellular option of the Apple Watch option is now gone to waste. Apple should take three network off the list of network providers in the UK supporting Apple Watch so that buyers either avoid the cellular option of the watch when buying or switch to another network that genuinely supports it.

Re: Apple Watch Impossible to Pair with Three

Magoo90 — Wed, 04 Oct 2023 13:39:50 GMT

Have you seen any of my posts? Three just ignore you. They have completely stopped responding to me now. Useless.

Re: Apple Watch Impossible to Pair with Three

Lukeapricey — Thu, 12 Oct 2023 19:06:41 GMT

Exactly what I did! I don’t think I’m even going to bother trying to re pair the watch for the data plan again because they don’t deserve the custom. I doubt it’ll work if I try to reapply it anyway!

in terms of cancelling the smartwatch pairing, it took me over an hour on the phone! Webchat on both occasions was a joke and one customer advisor hung up on me then finally someone cancelled the add on but kept me on hold for half an hour trying to do it.

Re: Apple Watch Impossible to Pair with Three

Lukeapricey — Thu, 12 Oct 2023 19:09:09 GMT

Me too.

Re: Apple Watch Impossible to Pair with Three

Lukeapricey — Fri, 20 Oct 2023 14:03:25 GMT

An update from me - Yesterday the previous smartwatch cellular plan for my old apple watch dropped off my account so it was effectively back to normal. I tried to add a new cellular plan and got the 'theres a problem' error again.
I was advised by a moderator on here to join a 'social media webchat' as this was supposedly an escalated team - absolutely no luck with them, they transferred me back to normal customer services after 10 minutes, she offered no support, couldn't advise or give any meaningful guidance. The customer service advisor who I was transferred to just gave me the same copied and pasted steps to add a cellular plan on the watch which doesn't work. When I advised this he asked me to take the watch back to the shop where I bought it!! He eventually just hung up on the chat.
Its so disappointing. I just don't know what to do, I'm questioning whether to even bother but at the end of the day. Three advertise this plan and feature, why shouldn't i have it if i have the capability?

Re: Apple Watch Impossible to Pair with Three

Bearspike — Tue, 24 Oct 2023 12:19:00 GMT

Hi there after 3 days of going around in circles with Three Support, Technical and Complaint Teams.
the following worked for me after reading it on here.

go into general and clear data within safari, browser history/ data etc.

turn off phone and watch and reboot.

go to watch app and click on mobile service and enter email account and password.

i kept my password just upper and lower and numerical characters only.

i was then able to progress to choosing add on and accepting the updated plan.

hope this helps.

Re: Apple Watch Impossible to Pair with Three

Damianartherton — Thu, 26 Oct 2023 19:26:30 GMT

Any luck with this I have the same issue

Re: Apple Watch Impossible to Pair with Three

marsmontblanc — Fri, 17 Nov 2023 08:33:38 GMT

Hi. I had exactly the same problem with adding mobile/cellular to an AW 7 (login page said one of the fields was missing when they weren’t). Only thing that worked for me was to change my three password and then wait for their systems to update overnight. Tried again this morning and it worked without any issue. Weird because I had no problem at all adding cellular to an AW Ultra three months ago.

Re: Apple Watch Impossible to Pair with Three

thutchings — Fri, 24 May 2024 16:14:47 GMT

Hi,

I managed to fix this by changing my password to only included upper and lower case letters. Removed any numbers/special characters. Once I did that, it worked. Now just waiting for the activation to happen.

Cheers

Tom.