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

[Wayne2612]

Hopefully it will work for you then. Mine was saying it was activating for about 36 hours and then eventually it worked. 👍🏻

[chaddymatt]

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

[Wayne2612]

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.

[Valevenus]

Same issue for 3 weeks no one at three has any idea what is going on 

[ALTN]

I have also just been through much of what other users have been reporting here over several months. Today I had another go at looking for a solution and after 5 hours on live chat I was finally told that Watch Series 6 are no longer supported and that I should visit a store... to do what exactly?

[Wayne2612]

It's ridiculous that no one at Three really knows what's going on. It's time they had a big meeting over it, solved the problem and then put out a business wide mailshot to every single person who works there so that they all know it's a problem and that they'll all know the solution to fixing it.

At the time I was buying mine I was talking to someone at Three and they even old me I needed to buy the watch, buy the sharing plan and then buy a data plan for the watch on top. I told them that you didn't need to do that, that in fact their own website tells you what you need to buy and they said it was wrong. So Three staff are even saying their own website is wrong. Nobody at Three has a clue how an Apple Watch works on cellular.

To say that Series 6 are no longer supported is bull, going by that logic the Apple Ultra 2 and Series 9 are also not supported because people are having problems with them not working. I was in that boat but thankfully mine eventually started working but I feel everybody's frustrations with having to deal with Three. Nobody seems to have a clue what they are talking about.

[Renny]

Seems my issues are still ongoing. I can't even get the login screen to show now, just says there was an error. I rang and cancelled the plan to try it again as got told to wait till next billing cycle which came and went. Its frustrating as it worked perfectly with my previous apple watch but refuses to activate now. Had to pay for 2 months when I couldn't even use the benefit

[rodmarso]

The reality is: The Three Apple watch mobile service functionallity is very limited for activation.

If you are patience and luck enough on the first time to activate it, you need to wait the long hours 'Activating' and never click cancel or interrupt the process.

The people without patience, like me, after 2 hours, I cancelled the process and re-try it.

After that, it is always showing the 'There's a problem' message.

It looks like a bug from Three activation website.

People who decided to leave had their plan removed and they could re-add the mobile service again, like the case of one person that moved to EE here.

The solution, in fact, is to remove the Apple watch pairing from the account and re-add it again, for the people that cancelled the process or never worked.

However, the problem is that Three doesn't have autonomy to remove the Apple watch pairing plan for you.

You need to do it yourself, paying the fine of leaving the service.

I am fighting for the dead lock letter to have the cancellation without fines and then I can re-try to activate with Three or other provider.

Best of luck for all.

Rodrigo

[Justinkmw]

I'm getting this error message I'm getting when I try to pair my new Apple watch to my iPhone. I called up 3 my network provider and it has nothing to do with their end as my account has no pairing restrictions. Anyone know how to navigate this issue?   

[Justinkmw]

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