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

[Marteymcfly73]

Hamid my friend i could not agree more! i have been waiting since Sept for my watch pairing to eventually kick in! now at my 2nd bill cycle and still errors left right and centre and Three still cannot offer any kind of solution or way forward.

All i get is Bill cycle this or Bill cycle that and no resolution and from a network giant like Three this is just unacceptable no matter how it is dressed up. If a product does not work - which it clearly does not. Then do not offer it, just shelve it until it does work or until they do know how to fix issues, do not just let your customers be left in limbo with constant broken promises!

After over 15 years this is the reason i am going to change networks when i can!

[Trukka]

I successfully paired my old Apple Watch to the plan. Then I got the Apple Watch ultra. I backed up my old watch then unpaired the old watch. No when I try to pair the new watch it tells me I already have a watched paired to my account. I rang three, who weren’t much help or didn’t understand my situation. I ended up cancelling the add on for the old watch in the hope it would then let me pair the new one. Still the same message, I no longer have my old watch

[MS101]

Hello @JonathanB , I’ve tried a few seconds ago, and it’s gone from e53305 to just “there’s a problem”.  What does this mean please?

[hamid786uk]

Don’t think you will get a response anytime soon unfortunately.  I don’t think Three UK any clues on how to fix this. I am still waiting 5 weeks later lol

[MS101]

I’m back to e53305 again, 

[gbailey141]

It means you have the same issue as most of us on here unfortunately. Originally the E error and then just there is a problem. Had this for a month now and still no closer to any resolution.

[MS101]

I’m back to e53305 again.

[Daviesdjandy]

This seems a very common issue, So I originally set up my AWU to use my cellular at an extra cost of £5 a month with 6 months free. I get my first bill to find out I have two smart watch Ad ons one of which is free for the first month. I contact customer support and they removed one of the add ons for me so that I didn’t get charged twice on the future. Four days later my cellular on my watch won’t work. I checked my account and I have no add ons. So I tried to set it up again and this is what I get. (See picture). I contacted customer services again and they have re added my add on and say that every thing is working their end but my watch won’t connect and I keep getting the same error. Any suggestions ?

 

[Pintonet]

I really had high hopes for everyone here after mine was fixed. I'm on day 6 now and still working fine.

What I can't wrap my head around is how, 6 days on, that there are still so many of us here without working cellular service.  There is clearly a path to resolution here, however it has been achieved, because 2 or 3 of us now have had success. Why then, has it been such a difficult process to understand what connects these now-working watches versus everyone else remaining who still have issues. Maybe that's the former software engineer brain thinking about the issue.

The only explanation that comes to mind is that because the watch has almost no other functionality loss without an sim, there isn't a mass rush to fix an otherwise sufficient product offering, which isn't the best approach.

[Martzd]

can you share your repair solution with us.