Smart watch pairing plan not available

[Chrissensei]

Hello I’m new to 3. I’ve ported my number across and signed a 12 month plan so I can add my Apple Watch. I was told after setting up the plan I would need to add the smart watch pairing plan but it’s not available. I was told I could contact customer services and they would add it. But they said they can’t add it and I can’t see the option to add it on my app. Also customer services want me to activate the plan through the Watch but the option is blanked out. (Your Three account is not eligible to enable mobile service on your Apple Watch. Contact Three for more information.) So as a brand new customer do I need to cancel this contract already? 

[Chrissensei]

Sorry I meant to say I can not do that. because its says my account is not eligible. 

[PeteG]

What kind of account plan did you take? 

Pete.

[Chrissensei]

Also my 14 day cooling off period is fast approaching. I only have a few more days. I have sent screen shots of my app and account but have been told they can't look at them for 5 days. But that is outside the cooling off period so I can't wait that long. I am sorry but if you can not fix this in the next two days I will have to cancel the contract and go back to Giff Gaff. I sincerely hope you can do this inside the time. 

[JonathanB]

Hi @Chrissensei,

I'm sorry this issue hasn't been resolved as yet. In terms of general advice we can give on this forum, I can recommend a couple of things to try, apologies if we're repeating anything you might have discussed with customer services already.

• Check you've installed the latest available iOS for both your iPhone and watch.
• I'm pretty sure you have covered this based on your previous posts, but make sure you've also registered My3 on three.co.uk or the Three App before you try to pair. Just to check, you can login to My3 without any errors?
• Temporary Internet data on the iPhone can sometimes interfere with pairing. On the phone, go to Settings > Safari > Clear History & Website Data.

If you're still unable to select the option to pair, then the issue needs to be looked at by the Tech teams, as the issue is most likely account specific.

Thanks,
Jonathan

[Chrissensei · Accepted solution]

Just an update. It seems there was an error with the account and this morning I was able to add the smart watch pairing as the (your account is not eligible) message was removed. Just a note for people. I stayed with this and at one point an advisor told me that it was not possible to add the pairing plan. So perseverance and politeness with the people who are trying to help is key. I would like to greatly thank everyone involved as they were all doing their best. Thank you. Problem solved. 

[CEDAR]

I am having this exact same issue and nobody seems to know how to sort it out. I am almost in tears now. I only switched to three because they had this option.

do you know which department you spoke to in the end? 😭TIA

[JonathanB]

That's excellent news. Apologies that the Community team didn't personally solve this, but thanks for popping back to let us know how this was sorted out, hopefully your topic and experience shared goes on to help others.

[CEDAR]

I’m having the exact same issue and nobody seems to be able to help. I have unpaired phone, uninstalled apps, switched everything on and off and I still don’t get the option to set up mobile service.

what is the best number to contact please, I am losing the will to live. 😭😭

[Chrissensei]

Yes we have tried all that unfortunately non of it has worked. Ahhhh that’s too bad. Looks like it won’t get solved in time. Thank you and everyone for your efforts.