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

[Jay1]

I've finally found a solution and it may help people on Android systems... I can't delete or edit my previous posts but it gives a snapshot of the hurdles I've had to jump with trying to pair my smart watch.. I've tried about 4/5 times with the Galaxy wear app and it was continuously throwing different error codes, no one knew what was going on and in the end I was referred to the Ombudsman.. I really like Three as I've never had a problem with signal so I tried a different route to link my Main number with my smart watch when I leave my phone at home, it's the 4g version.. 

 I gave up trying to pair my watch through the Wearable app and just decided to get another contract with Three which was the 4gb for £7 a month for 24mths, exactly the same price as a rolling one month contract for watch pairing...

 As it's hard to order an esim you have to request a physical SIM which they send out in 24hrs.. I did this through Live chat and after about 10 minutes had the SIM coming in the post, the advisor said it would be easy to convert to esim once registered on the network..

 The next day the SIM arrives and I activate it in a device and then went to the Three app to replace SIM.. The drop down option allows you to request an Esim!! Within 10 minutes the physical SIM is cancelled and a Esim is issued.. 

 I waited for about an hour as I thought I'd get an email, instead I went to the Three app and went to 'activate SIM' and there it was, a fully detailed list with QR code and an activation code if the QR code doesn't work.. I went to the Wear app and had to go into debug mode to get the option to scan a QR code or enter an activation code... 

 To enter debug mode you have to enter the Wear app, click on the 3 lines at the top left corner and then press the settings option, looks like a small gear.. Once pressed click on 'about Galaxy wearable' which will take you to another screen which displays the version of the app you're using, click on 'Galaxy Wearable' 6 times quickly and it'll take you to the debug menu... Click on 'test Esim feature' and then click on 'QR Testmode' which will allow the QR code scanning etc...

 Now go back to Wearable app for your watch on your phone and click on 'Mobile plans'.. You'll see the option to add QR code, you need to scan the QR code Three sent and Ai did this and it didn't work it said the QR code had already been used.. Thankfully it did say on the Three app if it doesn't scan enter the activation code which Three sent which I did and it finally set up my watch with data...

 Now the watch works on 4g away from the phone and will forward everything from my phone to my watch as they're both on the same Google and Samsung account... Fingers crossed as when I turn off Bluetooth and WiFi on the watch off it connects to 4g and on the watch it tells me it has remote connection so theoretically it should work and you've always got the call forwarding you could aet up to the watch number... 

 I nearly forgot and this is really important, once the QR code scans or the code is entered, by the way I had to send the QR code to the watch via Bluetooth first so I could scan the QR code with my phone, did it through manage content in the Wear app... anyway, once it's activated the watch through the wear app you have to go into the watch settings and go into connections,  click 'mobile networks' and go down to 'mobile plans' click on that and you'll see the option to turn on the Three esim... A few seconds later it'll connect to the 3 network..

 This solution works well for me but I've just got to fine tune the settings, all your main accounts will notify you on your watch.. Hopefully it works just as well as the watch pairing service because it seems there are a few gremlins in the system.. 

 I hope this helps a few anyway 🥳

[cvnvr]

I am now suddenly seeing this error as well

[JonathanB]

Hi @ReguRenny, @cvnvr, @DFS87,

I'm sorry to hear you're all getting this same error. Given the error is advising that an existing subscription is in progress, it sounds like there may be an existing pairing add on, or the order for this has become "stuck" on the account.

I'd recommend clearing your Safari data just in case some of the temporary data saved to your iPhone is interfering.

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

If you're still getting the same error, I'd recommend to get in touch, as this error will require contact with teams which have access to your specific accounts, assuming it's not a browser data issue.

Thanks,
Jonathan

[ReguRenny]

I have been trying to speak to people online since you replied and just keep getting told to remove the plan and... I don't have one. That's the issue is I don't have a plan and I have been trying to set one up for like... a year now. Its really tiresome as nobody seems able to help with it at all and they just run through the same steps each time. This seems to be an issue with the account which I have been told in store and on here but... nobody seems to know how to fix it.

[clavain]

I've had the same thing. opened up 3x case's and each time it's just been closed without any result or even contact as to why. so if i were you i'd just give up trying and save your sanity because you're just banging your head against a brick wall at this point.

[RichardJarrett]

I'm getting the E51056 error when trying to connect my Apple Watch... seems you have to get help to get the Apple Watch paired on 3.

[patrickcondy]

IM having the same issue as you all -  Im extremly annoyed as i describe my issue then i have four or five diffrent calls with diffrent teams and then i get a call back set up from a tech team.

Then that tech team call me back and ghost me on the phone.

I have the recordings of this!

They do not solve my issue and then close the ticket to try and avoid the issue !

I have spoken with a lawyer and he is advising to take legal action to void the contract and move supplies.

My issue: When i try to set up mobile data on my apple watch ultra it connects to a three screen and then displays the following. "There is a problem. Please note that you cant progress to a new subscriton as you already have an existing one which is still in progress" now as i mentioned i have been through this before.

So things i have checked:

My iphone and watch are up to date

i have rest the watch muitle times i have rest the watch mobile data multipe times.

i do not have any other add ons that i can see on my end

I have rest my passwords and they done have any upper case or special characters

I have waited more than one billing cycle

i have paried an unpared i have cleared web browser settings

so what else can i try

[A_Mathew]

I am having the issue on 27/09/2024 and unable to find any real solution anywhere. Its really frustrating to see that Three is incapable to resolve this issue from last 2-3 years. 

I am getting an error code E51056 data not found when trying to purchase an apple pairing plan

[HecticOne]

Have Apple Watch that is stuck on activating in the watch app

[PeteG]

Hey, HecticOne. 

Oh, that's not so good. Is it still doing that today? If so, it might be worth resetting and trying to get it up again. 

Pete.