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? 

[Turpin]

Have you had a bill yet if so did you try to start a new plan?

[Magoo90]

Still no further contact from three and my query still marked as "resolved". 

Terrible customer service. 

[JonathanB]

Hi @Magoo90,

They might need to get you in touch with the 2nd line technical teams for part of the investigation of this, but the colleague in the Social Media Team should keep ownership of your case. Has no one been in touch with you by email from the team afterwards?

Thanks,
Jonathan

[Magoo90]

Hi, unfortunately not. I went through the usual questions at the start then it was "ill pass you to someone who can assist." socials team had me for about 10 minutes if that, mainly getting me through security. I was sent onto the usual web chat who then disconnected me (after an hour) then phoned me back 10 minutes later. 1 hour phone call then told that three had to send this onto the 'back end team' . They phoned 2 days later 2 hour phone call. Same stuff reset the watch. Wait for bill day. Then they said it was being sent to systems or similar. After that I received a few emails and a text all from three saying my query was resolved. So unfortunately no, I've had no help. Plus as anticipated bill day has been and gone and no fix (as per my updates on this thread). I've logged into account on mobile and web. I've changed password removed special characters. I've deleted and installed the apps. Reset the phone and watch. I'm going round in circles here. Now it looks like the only place I can get assistance or the attention of three is by tagging you in posts. 

Sorry you are getting the brunt of it but this is honestly so poor. 

[r0ck3t]

Please check out my post and reply, all responses will be forwarded to my solicitor and financial ombudsman.

Stay away from Three!

https://community.three.co.uk/t5/Network/Galaxy-Watch-5-amp-6-Smart-Pairing-Shambles/td-p/16481

[Magoo90]

Update - got a phone call from tech support. 45 minutes on the phone (had to reset the watch again. So inconvenient). Unable to get it sorted now bring referred to the back end team (again). I was told someone would be in touch with me at some point - however then received a test and an email saying "Your qeury has been closed" and basically they are happy to have solved the issue..... I fear they are going to try and move me onto another contract seen as they can't get the smartphone pairing to appear on my account - which I would be up for if it worked but from reading all the posts it doesn't seem to make a difference.

Genuinely thinking about giving up. What is the point. 

[Magoo90]

 

Tried again (after billing was reset on 16th) still nothing - as expected. Jumps between these two errors. 

Updating Media

[Magoo90]

Update - spent 2 hours on web chat today and then a further 40 minutes on a phone call after they disconnected me again. No further forward. Apparently been escalated to the back end team. Again told to try and pair the watch. Connect and disconnect Bluetooth. Go on the website buy an add on (which you can't unless you want to buy another watch).

I queried cancelling my 17 year old contract but was told I'd need to buy out my last 8 months at a cost of £122 - which if I have to send any more time on the phone I actually think I will do. 

I've to wait till my new allowance on the 16th - I can tell you now from reading the other comments that it won't work. 

What is the solution? Web chat, socials and phone are unable to help? 

I'm pretty tech savvy. This issue is at 3's end.

Really poor from such a big company.

Still stuck. 

[Soph1508]

Interested to know if you've had any success as yet? Not sure if you've seen the responses on this one https://community.three.co.uk/t5/Account-and-services/Galaxy-Smart-Watch-service-for-existing-custom...

But they seem to have had some joy?

[Magoo90]

Yeah that poor guy was at it for months before he got a resolution. 

I've only been at it since Monday. I'm getting passed from pillar to post. The same questions being asked over and over.. I've been told wait for my billing date (16th) to try again - it won't work. I can tell you that now. 

I hope you get lucky and it works. What o will say if it looks like it's trying to connect on the app etc. Don't cancel it or come out. You'll definitely end up stuck like me.