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Apple Watch pairing error

JonathanB
Community Moderator
Community Moderator

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


**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


**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


**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


**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



Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.


823 REPLIES 823
Wayne2612
Active

I'd say it took about 36 hours before mine stopped saying activating. Once it was activated it still didn't work probably for another 12 hours or so.

Helpless
Regular

dizzyraccoon95

Could you please post here what the magical sequence is to activate the mobile service with an Apple smartwatch, rather than anyone else having to wait longer than they can already bear.

rodmarso
Active

For the people that are having the 'There's a problem' message. 

Do you have only your Phone mobile plan + the apple watch pairing plan? Just those 2?
I mean, the plans showing in your my3 account webpage.

In my case I have one more mobile plan. It might be causing the confusion in the system.

I am trying to get somebody from Three to separate them. Having one my3account only with the mobile plan + pairing apple watch.

It might help to solve the issue.

Rodrigo

Weepete
Regular

Just spoke to the outer Mongolian tech dept again where they finally admitted that some 8000 customers are having the same problem!

Matt1
Active

Just under 21 hours so far, it’s been stuck spinning and “Activating” not sure if it’s stuck in cue or what’s going on 🤣

IMG_0017.png

Wayne2612
Active

That's how mine was, it was about 36 hours when it finally said it was activated. I could then see some data transferring but I still couldn't use my watch with the mobile plan. Several days later it then worked, which was Friday and I first tried activating it on Monday. So I think it's probably just a waiting game for everything to be setup on their end.

Matt1
Active

IMG_0018.jpeg

IMG_0019.jpeg

**UPDATE**

After exactly 21 hours it’s finally connected 🙏🙏

Renny
Regular

I had my watch fail pairing and now back to recieving general errors. I can't even see the login option anymore with my watch 

IMG_1372.jfif

vorboid
Fledgling

This might be entirely coincidental, but I upgraded my phone to iOS 17.1, and Apple Watch Ultra 2 to the watchOS 10.1 beta on Thursday night. On Friday morning I was able to login to the Mobile Service section of the Watch app, and complete activation first time without issue after trying all week to just get logged in.

Would be interested to see if anyone else can try this and see if it works. 

devil666child
Regular

Going to give it a try now! Will let you know