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

[JonathanB]

Hi @HecticOne,

Did you recently join Three, upgrade or change your plan? Based on the error it sounds like you'll need to wait till your next billing cycle to pair again, but you can also ask customer services to check your account in case there's any stuck order on your account preventing the new smartwatch pairing add on from being applied.

Thanks,
Jonathan

[HecticOne]

I upgraded 2 months ago, originally had an error on pairing. Contact customers services who told me to delete the pairing and start again and now I get an error message saying now I can’t add a mobile plan as one is already being set up.   This is rediculous 

[KateS]

Hey @HecticOne,

Thanks for confirming. I'll send you a PM with some instructions on how to reach out to a team who should be able to help with these issues.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate

[HecticOne]

I have restarted, reset all.  I went through the section where it asks you what plan for the cellular for the watch.. I select the £7 a month plan. then it says it will be set up shortlly, but now it just sticks on activating and doesn't go farther.  Everytime i go into cellular it just says activating.

[HecticOne]

Then to top it off, the chat support is as useless as a chocolate fireguard.  I might as well ask my dog for tips on how to fix the activating issue.  

[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

[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

[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.

[ReguRenny]

I was here before with the same issue (though my account didn’t want to log in so had to make a new one). I seem to get an error now but it mentions that I can’t make a plan when I already have one, but I also… don’t have one because I have not been able to sign up. Here is a screenshot of my error 

 

[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