topic Re: E53305 - Absolutely Zero Resolution in Devices

E53305 - Absolutely Zero Resolution

Westonx — Fri, 06 Oct 2023 08:00:48 GMT

I have made countless phone calls, had dozens of webchats, emails etc, I've even replied to posts on here. What will it take to resolve this issue? Today the Smartwatch pairing plan that I cancelled last month as a last ditch effort to fix this, has finally been removed from my account. I assumed that finally, FINALLY I might be able to start a new plan and add my watch to it. But no. The same E53305 error. Despite the fact that my account doesn't even have an active smartwatch plan anymore. Can anyone from Three possibly offer some solution? I'm at the end of my contract and very seriously considering moving to another provider as it worries me how little the advisors and in store staff seem to know.

Re: E53305 - Absolutely Zero Resolution

Avondale — Fri, 06 Oct 2023 12:58:24 GMT

@Westonx

You've tried the rest, now try the best - a problem for @JonathanB to take forward.

Re: E53305 - Absolutely Zero Resolution

Westonx — Fri, 06 Oct 2023 13:13:04 GMT

If he can solve the issue I'd be overjoyed. At this stage my only options seem to be give up and sell my watch at a big loss or move network.

Re: E53305 - Absolutely Zero Resolution

Westonx — Tue, 10 Oct 2023 10:30:42 GMT

I have decided to move to another service provider. I've been able to find a contract that includes Smartwatch Pairing for less than what I am paying now. My wife will also be moving over as we will get her contract at a 30% discount. This is how you lose customers Three. Good luck to everyone else in the same boat. Don't bother waiting around for answers or solutions that never come.

Re: E53305 - Absolutely Zero Resolution

JonathanB — Wed, 11 Oct 2023 10:28:45 GMT

Hi @Westonx,

I'm really sorry to hear this, and for the delay in picking up on your posts. I've sent you a PM to direct you to some more help if you're willing to give this another shot, and assuming you haven't cancelled yet. If not I understand your decision and I will pass on your feedback.

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: E53305 - Absolutely Zero Resolution

Lukeapricey — Fri, 20 Oct 2023 21:13:01 GMT

I think just ditching the cellular and moving to another network that works is the only option - i've certainly got nowhere escalating complaints, contacting several teams at three, spent hours on web chats.. Ive been a three customer for about 10 years, when my contract comes to an end i'm finally leaving three and never looking back. I'm currently considering just taking the hit and cancelling anyway. It's the customer service - it's so important. This industry should be regulated more heavily.

Re: E53305 - Absolutely Zero Resolution

Ashleeey — Mon, 23 Oct 2023 23:58:35 GMT

I had this issue for a month - 100 of calls and chats for this month / the people who talk to simply read a script and wants a factory reset when they clearly know it’s a issue there end

Re: E53305 - Absolutely Zero Resolution

JonathanB — Tue, 24 Oct 2023 16:40:02 GMT

Hi @Ashleeey,

I'm sorry to hear you were running into this issue. Just to check was it resolved? I noticed you said "had" but don't want to assume, happy to get you in touch with more help if required.

Thanks,
Jonathan

Re: E53305 - Absolutely Zero Resolution

Jimm — Wed, 29 Nov 2023 20:21:36 GMT

I’m having the same issue no one has a clue I’m sick of unpairing and pairing I’ve been trying to get the issue resolved since may

Re: E53305 - Absolutely Zero Resolution

JonathanB — Thu, 30 Nov 2023 15:50:00 GMT

Hi @Jimm,

I'm sorry to hear this still hasn't been resolved after out previous discussions about this. I've replied on our PM conversation about this, please let me know a bit more about what's been happening, I'm keen to help get this back on track for you.

Thanks,
Jonathan

Re: E53305 - Absolutely Zero Resolution

HollowSource — Wed, 20 Dec 2023 20:00:36 GMT

Same issue on my Samsung watch 5 pro. Support has been useless tbh. I'll be moving provider I think. I cant understand how they can market the product or service if it doesn't work. I'll be raising a complaint and taking the matter to the ombudsman.

Re: E53305 - Absolutely Zero Resolution

Ashleeey — Fri, 23 Feb 2024 22:17:52 GMT

No never been resolved- same problem week in week out and never any response from any of the teams or people who claim they are mangers

Re: E53305 - Absolutely Zero Resolution

Ashleeey — Fri, 23 Feb 2024 22:28:54 GMT

I Bought the apple ultra watch two on launch day because I go swimming and need to be contacted for family related emergencies when I’m swimming - what a clever idea I can be contacted in the pool? Or in the sea?

set up fine -> was able to go to watch app and set up a “smart pairing” on a one month rolling plan for £5. The watch acknowledged the sim but it never registered, I never had an email to say it was registered and it just never activated-> spoke to three support who paid me restall everything back to factory settings and that’s when this issue started.. and from then no matter what I try to tell them it’s not my end and even apple support says this is a three carrier issue - nothing gets fixed nothing gets resolved- not very smart at all.

I can spend hours every week trying to talk to there, via text and phone calls just going in the same circles being promised so much and never any “fix” being quoted outdated and copy and pasted messages - it’s 2024.. it really should not be like this in this day and age.

Re: E53305 - Absolutely Zero Resolution

Ashleeey — Fri, 23 Feb 2024 22:48:22 GMT

The first thing three told me to do was a hard reset of my phone and watch, even though everything was up to date and in functional order.
They have told me to reset settings within the phone.

i was being billed £5 a month for the smart pairing which never worked. But I managed to get this refunded.

Then they cancelled my eSIM smart pairing completely and the guy told me to wait one month cycle and promised me it would work - again that date came and went without sorting itself out.

Then over Christmas I gave up trying but it’s just principal, that’s something like this should work - apple can’t help as it’s a three carrier issue. But after all these months I basically have given up hope and now planning on moving once the contract runs up even though it feels like I been with three for 20 years lol

Re: E53305 - Absolutely Zero Resolution

Ashleeey — Thu, 29 Feb 2024 17:24:47 GMT

This is correct I still get this error message- since September I been trying to fix this.

if I go to watch and set up mobile data I know this links me via a three tab within the app.

all I get now is and that’s been the case for months. Even waiting for cycles and what ever three claims they are doing in the back ground.

There's a problem

E53305-You already have a paired device - Chat to one of our team :- From your Three phone 333, From any other phone 0333 338 1001

originally I got told the plan I ordered originally got stuck in the system.. but it seems to be one failure after another regarding this “smart pairing” e sim

Re: E53305 - Absolutely Zero Resolution

ajones27 — Sat, 09 Mar 2024 11:38:41 GMT

Did you ever get a resolution, I have wasted about 15 hours talking to support about this, call backs days later "we have reset the pairing our end and everything is as it should be" but still getting the same error message.