Apple Watch pairing error
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ā10-18-2022 11:16 AM - edited ā01-11-2023 02:09 PM
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,
Weāre really sorry that thereās been a considerable delay between updates on the errors with Apple watch pairing. As weāve 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 weāre working on this, weād be grateful if you can do the following:
- If youāre new to this thread, please either private message me, or add a reply, and Iāll direct you to a team that can help further.
- If Iāve 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.
Iāll provide another update soon.
Thanks,
JonathanB
**Update 02/12/2022**
Hi everyone,
Thanks for your continued patience. Weāve seen some great progress towards resolving these issues since the last update. As Iāve 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.
Hereās some general steps that should help with common scenarios weāre seeing.
- Ensure that youāve 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 /!āĀ£$|\. My3 supports these, but it seems to be causing an issue when this info is passed onto the smartwatch pairing system.
- If youāve 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, donāt repeatedly unpair and re-pair, the failed requests may cause further issues on your account that delay this being solved.
- Iām continuing to regularly check for anyone new on the thread, just send a reply or private message me, and Iāll 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.
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on ā10-13-2023 12:30 PM
Another one with a new ultra 2 failing to connect to cellular. Slightly different in the fact that after entering my login credentials, I got to the sim activating stage. But it's stuck there for 24 hours now. Spoke on live chat for nearly an hour to be advised to change password on my account! Needless to say, that didn't work, lol
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on ā10-13-2023 01:24 PM
Mine did that, I think it was about 36 hours before it eventually said it was activated and then about another day or so before my watch actually worked on cellular.
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on ā10-11-2023 09:31 PM
Iāve tried multiple of the solutions provided here and have had no luck. Just signed up this week and received my phone and watch on Monday 9 October. Iāve had multiple errors today when attempting to set up my watches mobile service. Now I canāt even attempt to set up the mobile service and Iām met with this error so I feel like Iāve gone backwards with this. This is not filling me with confidence after just switching to Three. Iāve checked my account multiple times and the smartwatch pairing is active and there. Hopefully I can get this resolved.
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on ā10-11-2023 09:48 PM
Progress?
Now I can attempt to login but no matter what I try I keep getting this error. Itās almost like the login prompt page is not set up right and it isnāt recognising the text in the fields.
ā
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on ā10-15-2023 04:48 PM
Im having the same issue as well
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on ā10-15-2023 05:07 PM
Iāve just rang three who done some fooling around on there end and now iver managed to login and buy a plan, but plan showing as activating for the last 10mins
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on ā10-15-2023 05:34 PM
Hopefully it will work for you then. Mine was saying it was activating for about 36 hours and then eventually it worked. šš»
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on ā10-11-2023 07:51 PM
Solution has been found:
Apparently I needed to turn of the second sim card in my iPhone leaving only the three sim to be online. And change Password to letters and numbers. And following steps needs to be done:
Go settings and clear safari web data and cache
Restart iPhone and turn off Wi-Fi when rebooted
Use Mobile data and go in to watch app
Set up Mobile connection and enter PASSWORD first, then enter email.
Then press login you should then see magic to happen. Thank me later
The watch managed to get signal in about 20 seconds and up running
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on ā10-12-2023 12:12 AM
I have tried this several times. It has never worked for me. I am always getting the error: 'There's a problem' with the CLOSE button. I am not getting the login prompt unfortunatelly.
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on ā10-09-2023 09:53 AM
Morning,
So, I have another chapter of my Apple watch novel this weekend.
I contacted Three support and they said their system has changed recently that is why they are having thousands of customers with Apple watch pairing mobile service issue.
This is still escalated with their backend team. š
In another sad note, I couldn't leave Three because the fine would be Ā£177.00!!!!
I was stupid waiting 2 months for this to be resolved and I am now stuck with an Apple watch without solution until end of 2025, end of its contract.
Is there any customer rights in UK? They can offer the service, we shouldn't be penalised if they can offer the service!
Rodrigo