Galaxy Smart Watch service for existing customers

[-JAY-]

I’ve been a Three Customer for 18 years. I've read a number of reasons on this forum why existing customers @Mathew and @Amy2709 and their Samsung Watches can't work, this is my experience, all so far are untrue. 

I'm out of contract, so earlier this month I sign up to a new 24 month contract and add Smart Watch pairing. (Reason 1 given for why this doesn’t work, new plan, ticked).

“Sir you have to wait till bill date roll over”. OK, wait till bill date roll over, still doesn’t work. (Reason 2 covered).

“Sir have you tried rebooting devices and is the watch connected by Bluetooth. (yes) Sorry sir we can’t help as we can’t see the watch, go to a Three store.” One of the worst cop outs i’ve come across in a long time, but I’m game... I go to Three store Hemel Hempstead (reason 4 covered) and speak to manager. Nice guy, looks up my account agrees all should work... says perhaps it’s because I have a Watch 4 and Three only support Watch 5’s...I leave knowing the watches are almost identical... but two can play this game... I buy a Galaxy Watch 5 Pro LTE for £300+ (reason 5 covered) , quelle surprise, still doesn’t work.

Like most who are trying to get this to work, i’d say I’m reasonably good with tech (I own a video games company). Three are late to the esim party as many other networks have offered this for awhile. I have been patient, but your “reasons” - even here on this forum - are disingenuous at best. If, as I’ve been told, us loyal customers are on an old system, then manually transfer us to the new one. You’re talking a tiny subset of existing customers who own a Galaxy (LTE!) watch 5 and pay for a smart watch add on to their mobile plans. And this should be offered complimentary for a year for those who are enduring this current debacle.

Lastly, for the record, if you go into the debug menu of Galaxy wearables app you can actually see we could be offered a simple QR code to gain all settings for activation, or put them in manually ourselves, but Three can’t do this either.

I’ve been willing to follow telephone support, store support, I’m now on this forum as where else is there to turn... Live chat!? I’ve lost patience in playing your games. You shouldn’t be selling services you can’t fulfil. 

[Hopyking]

When I yry to log in on the wearable app it says there is a missing field. There are only 2 fields. 

[Singh-H17]

Try re-installing from the galaxy store. delete the app from google play.

[Ciaragh]

Nope, unfortunately not for me! 

[-JAY-]

OP here. I am finally sorted. My watch works without my phone as my plan has been migrated to the new system. I wanted to follow up and give credit where it's due. It's easy for the complaining customer to be vocal in public, but not acknowledge when things are fixed. So thanks Three and specifically Hayley on Social Media team.

Also, for those having setup issues, it maybe useful to know, do NOT use the Galaxy Wearable App from the Google Play store, use the one from the Samsung Galaxy store instead. I spent hours working this out (it's on Samsungs forum somewhere) but the Three setup process doesnt seem to complete with the Google Play store version. 

[Singh-H17]

You're a legend. You were right Play Store Wearable App is having an empty field error. I re-downloaded thorough the galaxy store it worked. I have a galaxy watch 6 classic and s22 ultra and it worked.

[Magoo90]

Please can you tell me what was done to fix this problem? I am now being ignored by three. 

[Magoo90]

I've just wasted 3 hours on web chat with someone who wanted the IMEI of my home broadband! Come on? I have been told A) I have the £7 add on which they cannot cancel (even though it does not work) and B) I have no active pairing on my account (which would explain why it doesn't work!). I had previously paired the plan with my apple watch when I was an iPhone user and it was easy. No issues. Now the app is stuck in an endless loop telling me: There's a problem

Please note that you can’t progress to new subscription as you already have an existing one which is still in progres

So frustrating. Don't know if I'm getting charged.. And still unable to use data on watch (Galaxy Watch 5 Pro) 

[Soph1508]

Hi guys!!!

Just hoping one (or all 😂) of you who have managed to solve your issues can clarify for me what you mean by migrated to the new system? Do you threes system update or did you ask them to move you to a new system?

My watch is arriving tomorrow and debating wether to just send it straight back... it wasn't until I found this forum I realised there would be an issue! 🤦‍♀️

[JonathanB]

Hi @Soph1508,

If you joined Three before the 30th January 2023 you may be on an older system, but almost all customers have received the system update. If you've taken out a new plan since the end of January for this watch it won't be relevant to you as you should already be on the updated system.

I hope that this has all went smoothly for you, but if you're having any difficulties please let me know.

Thanks,
Jonathan