Galaxy Watch - Plan not working

[Magoo90]

I decided to enable the smartphone plan via the galaxy wearable after the 4 day update that took place on 3's end from Thursday to Sunday. 

I've previously done a lot of reading and seen that a lot of customers have struggled with the pairing process on galaxy devices. 

I've previously been an iPhone user and enabled the pairing plan with three for the apple watch. It worked for 6 months with no issues till I moved over to Samsung. 

I enabled it via the galaxy wearable app and it said it was setting up (around 30 minutes). On the morning I turned the phone and the watch on and off a few times. Still nothing. So I attempted to cancel it in the app and try again. From this point on I've been stuck. 

I done a 3 hour web chat with 2 different advisors. One who said they cannot cancel the add on and that they had to pass me to another member of staff (this was after factory resetting the watch and getting asked a hole of random and frankly useless questions). The next advisor said I didn't have the pairing plan activated - then they discconeted. 

So I'm at a loss. I don't know if I'm paying the £7 or not and either way I can't get the app to come pit of this loop.. 

This is the error I get when trying to set up the data plan within the wearable app. 

Galaxy watch 5 pro lte and galaxy s23 ultra. 

Can someone help me out? 

[Allchin]

We had this issue.  Resolved this by cancelling my contact and starting a new connection.  Then everything worked OK.

Basically 3 online help wouldn't or couldn't understand it was a connection fault on threes end.  

[chuckieweir]

I have the same issue as most in this thread. Samsung Galaxy S24 Ultra 3 Mobile pm contract with Galaxy watch 5 Pro, trying to setup paired watch plan. Hours and hours on live chat and phone calls. They keep asking me to unpair my watch from the wearable app which not only does'nt work but causes issues having to reset everything up.  

If they could provide a QR code for the paired sim plan i could link it to my watch via developer options. 

[Magoo90]

No one has been in touch @JonathanB - this has been since the 08/08/2023. I can see you are now being overwhelmed with apple watch issues now that people have upgraded! How do I get this fixed? I think I'll just have to make a complaint?!  

[JonathanB]

Hi @Magoo90,

I'm sorry that I've not had a chance to follow this up with you. In terms of the issue you're facing it does need to be followed up by our teams that have account access. I totally understand that you'd want this to be addressed as a complaint. I've fed back to the Social team that we expect any issues that require follow up to be addressed as such.

Please give them one more try, they won't necessarily be able to resolve the issue personally but I expect them to support you by following up with the tech teams to make sure this is properly escalated and keep ownership until the fault is resolved.

Thanks,
Jonathan

[Magoo90]

I've given up. I'm going to leave three once my contract ends. Still doesn't work. I've had absolutely no help and I've done months on running about. 

[Turpin]

I'm have the same problem with my galaxy watch 6,I've spoken to more than a dozen advisors and someone from the technical team I still keep getting that message you got about having another plan in progress.

Apparently we have to wait until our next bill cycle then try again to set up a plan.

[Magoo90]

Another week on. No contact from 3 and the issue still here. Utterly useless. Horrific customer service. @JonathanB any other ideas? The first team you put me onto the social media team immediately forwarded me to the standard web chat team last time FYI. 

[Magoo90]

My case still marked as closed....... @JonathanB No one been in touch with me? Can you get someone to get in touch with me please? 0th of August this all started, it's now the 7th of September. Still in the exact same position. I've changed settings. Deleted and unintslled apps, reset the watch. Spoke to tech team. Spoke to the other team. Done the web chat. I've waited on bill date....... 

[Turpin]

I had to take out a pairing plan to get my galaxy watch 6 on contract so its their loss no pairing plan means I don't pay for a plan I can't use