Apple Watch pairing error

[JonathanB]

Hi everyone,

We've moved everything relating to Apple Watch pairing issues to this new conversation and will be providing all future updates as edits to this post, so that you won't need to go searching through the comments for these.

I appreciate these pairing errors must be very frustrating, especially for those of you that have been running into issues for several weeks now. Technical specialists are continuing to look into this, however based on what they've seen so far, this does not seem to be one overall fault that we can apply a blanket fix to.

With this in mind, please make sure you have followed the advice on the private message we've sent to each of you, this will ensure that your individual case has been escalated. We've originally sent these messages out a couple of weeks ago, so I'll double check that everyone that has commented has received these. You can find your community messages by clicking on your avatar in the top right of any page, then on "Messages".

Finally, please ensure you are following the Community House Rules when posting on the community, particularly points 8 and 13.

The private message mentioned above will put you in touch with a team that you can raise a complaint with should you wish to do so, any comments that share details of individual Three employees will be removed from the community.

JonathanB

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**Update 26/10/2022**

Hi everyone,

We really appreciate your patience whilst we've been working on this issue. I can't imagine how frustrating it is to not be able to take full advantage of your Apple watches.

As I mentioned last week above, the errors do not seem to be one overall fault that can be fixed immediately for everyone. We do need a specialist team to do some work in the background on your accounts. With this in mind, I'd advise the following:

• Make sure you've taken any action we've recommended on private messages to your community account. If you're experiencing these issues and we don't already know, please reply on this post so we can reach out.
• Do not repeatedly attempt unpairing and pairing, this may be interfering with the work done in the background. Please wait for a Three representative to contact you and advise before you unpair and pair again.

We've seen some great progress towards getting this sorted in the last few days, I'm hopeful that it won't be too much longer till this issue is fully resolved for everyone.

JonathanB

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**Update 17/11/2022**

 Hi everyone,

We’re really sorry that there’s been a considerable delay between updates on the errors with Apple watch pairing. As we’ve mentioned previously there is more than one error involved and specialist teams are working hard to address the root causes of these.

I assure you that all comments about this issue are read, and all feedback given is being escalated on a daily basis.

Whilst we’re working on this, we’d be grateful if you can do the following:

• If you’re new to this thread, please either private message me, or add a reply, and I’ll direct you to a team that can help further.
• If I’ve already sent you this information, please ensure you have spoken to that team.
• Please only unpair and re-pair your watch if directed to by one of our support teams as part of the troubleshooting and investigation of your issue.

I’ll provide another update soon.

Thanks,
JonathanB

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**Update 02/12/2022**

Hi everyone,

Thanks for your continued patience. We’ve seen some great progress towards resolving these issues since the last update. As I’ve mentioned previously there is more than one error involved, and for many of you, your bill cycle will also affect when you can successfully re-pair the service.

Here’s some general steps that should help with common scenarios we’re seeing.

• Ensure that you’ve registered for My3, without a registered online account and password set, the pairing will fail.
• There are some instances where special characters at the start of My3 passwords have resulted in an error. We recommend that you have a strong password that is a combination of upper and lower case letters, numbers, and special characters but avoid beginning the password with characters like /!”£$|\. My3 supports these, but it seems to be causing an issue when this info is passed onto the smartwatch pairing system.
• If you’ve changed your priceplan, upgraded, or are instructed to wait for your bill cycle to complete, you should wait till the day after your new bill cycle starts to attempt pairing. So for example, if your allowances refresh on the 1st, wait till the 2nd.
• Although individual smartwatches can be unpaired from your account, cancelling or removing the add on completely will delay being able to reinstate the service till the following bill cycle.
• As mentioned before, don’t repeatedly unpair and re-pair, the failed requests may cause further issues on your account that delay this being solved.
• I’m continuing to regularly check for anyone new on the thread, just send a reply or private message me, and I’ll link you in with a support team that can help get your specific error looked into and make sure you get the best advice.

Thanks,
JonathanB

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**Update 11/01/2023**

Hi Everyone,

As well as the steps on the last update, we're finding it helps to clear your temporary data from your iPhone before attempting pairing.

You can do this in Settings, Safari, Clear History & Website Data.

In case anyone is having trouble finding their private messages, click on your avatar image in the top right of any community page, then "Messages". If you've posted on this thread, then you should have a message waiting from me with a link to a support team that will help.

Thanks,
JonathanB

[Lukeapricey]

I’m having the same issue.  I had an Apple Watch Series 6 cellular which was paired with no issues for a year but I recently purchased an Apple Watch Ultra and the cellular plan hasn’t transferred.  When I try to activate the cellular plan on the new watch it says “there’s a problem”. Prior to this the plan was stuck on “activating”.  
When I unpaired the old watch it automatically restored the watch and removed the data plan as instructed.  I have no idea what to do next.. Do I just cancel the watch pairing addon?  Judging by the issues on here it seems futile because nobody seems to be getting this issue sorted !! 

[Cpbasso]

Got an Apple Watch yesterday, initially set it up fine but had some issues with an app that required an unpairing. Did this, everything else is working fine but now it won’t share my data plan. Every time I try I just get “There’s a problem. System error”. Three call centre of no use at all!

[Mrjayface]

Same problem here. No joy? 

[Cpbasso]

Still no joy. I’ve easily spent 7 hours on webchat trying to sort this now. 

[Uselesswatch17]

I spent 2 hours on the phone trying to repair my watch to the cellular. I had to unpair abroad as the cellular wasn’t working. Once I did that it wouldn’t let me repair, as it said it was already paired. Couldn’t speak to anyone on the phone, just via the web chat. But just went round in circles, as they just kept telling me to pair it. If @JonathanB send me a message to resolve the issue that would be great. It’s obviously a clear problem with 3s system being unable to pair and unpair the sims from cellular. 

[Lukeapricey]

I had a hilarious conversation with a guy called “Faisal” today on web chat..  I’m convinced they are just bots on there - not real people haha..  It kept just telling me to cancel the smartwatch addon on the three app and then kept asking me if I needed help “deleting the My3 app”.. when I asked a question about the pairing it just ignored it and told me it’s “impossible” to delete an addon.  Soo frustrating.  
it’s not Apple.. it’s three, unfortunately they are simply incompetent and haven’t designed a robust back end system.  I can’t use my cellular features on my Apple Watch even though I pay for it.  

[Lukeapricey]

I think @JonathanB @has gone into hiding! 😶‍🌫️ 

[rodmarso]

We need somebody from Three top technical team (expert) to look on it.

All Apple watches are giving this generic Three message: 'There's a problem'. We don't know what is going on in the background/backend.

I am happy to run a debug tool on my Mobile/Apple watch app to give more details to Three support if needed.

The problem is that we don't have enough information to pass to Three support because of this generic message. We need an expert from Three to solve it and look it in details, debub, backend, etc
The phone is definetely sending a request for the mobile service but not receiving the activation reply from Three webpage. I believe it is using Safari web browser embedded on Apple Watch app.

I received my Apple watch on 25th August and I can't use the mobile service since then, it is almost completing anniversary of 1 month without solution.

In another note, we can use the Apple Watch with other 

[aclon]

II am getting this error message:

There is a problem. One of the fields is missing.  

I have completed the only two fields on the page.

I have changed my password so that it does not contain any special characters (a possible solution suggested by others). Same error. 

[dg]

Adding myself here too - getting the “one of the fields is missing” error, tried password change, tried clearing the safari cache…

Could I please have a PM @JonathanB 

Thank you