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

[hamid786uk]

It really is awfully bad.  This is exactly the opposite how not to treat your valued customers.

[hamid786uk]

Welcome onboard to the Titanic.  It is hugely frustrating as it has been for everyone on this chat.  We are facing exactly the same issue and its been outstanding for almost 5/6 weeks now. 

don’t expect any resolution soon.

[Snook]

I made the mistake of rejoining Three (from O2) as the reason I originally left was the lack of Apple Watch support and now it's back I thought I'd rejoin now my o2 contract was up.

Sadly I've joined the party it seems of broken accounts where the Apple Watch pairing isn't working. Luckily I got 9 more days of my 14 day cool-off period and looking at the responses; it sounds like I may need to execute that and jump the sinking ship.

So just to add my name to the list, I'm also getting E53304 errors trying to enable data plan.

I spoke to your outsourced support team in India who "added" the smartwatch plan manually and it's still not working. they don't have a clue what to do on the support chat, just unpair, repair, the usual steps when they don't have a clue.

@JonathanB don't suppose you can help and save me from joining the list of customers jumping ship?

[hamid786uk]

Welcome to the titanic!  The same issue has been outstanding for most on this forum for over 5/6 weeks.

if you have a choice, i would take it.

[Kadrong]

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"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"

I think you need to let your contact centre know this because that is what they keep telling customers to do 

[Honcho]

Just switched 3 contracts to EE. Been on with support in every way for the past week with no fix. I’d advise anyone with the same issue to switch networks. 

[Ashasg03]

Were you still in contract? I'm fed up now and really want to leave

[hamid786uk]

To all the new members on here reported error with Smart Watch Pairing.  I wouldn’t hold your breathe.  You are unlikely to receive any support on this forum, chat or technical support.  I am almost certain, no one in Three UK has a scooby doo on how to fix this issue.  Other then to tell you to Unpair, Pair and wait needlessly for 7 days or your next billing cycle.

i would suggest you post this on Social Media and make it go Viral - thats your best chance of getting a resolution.

Beyond that, consider to move to a supplier who actually provide a seamless ESim / Cellular Service.

[JonathanB]

Hey @hamid786uk,

I appreciate that it's really frustrating to still be in this situation several weeks on. And I can see you may think that action isn't being taken on this. I'd like to reassure you that everyone in the community team, and several other Three departments, are pushing for these to be resolved every day.

I've supplied directions by private message to every user that has reported this issue, pointing them to a support team that is briefed on the issues. And they in turn are collecting account information which is assigned to the technical teams best placed to help.

The nature of the errors does mean that the fix isn't immediate, but we're definitely seeing progress. I've sent you another PM so I can check and make sure your account and the errors you are facing have definitely been reported properly.

JonathanB

[hamid786uk]

Kicking the can down the road isn’t i’m afraid a sufficient response or action. The only progress seen in 5 weeks is zilch (0), which is remarkably how a profitable telecoms company such as Three, it has taken in excess of 5 weeks and the issue still continues to persist.

if i was to walk into a coffee shop and ask for a Coffee, and i was told i can’t have one because the machine is broken and its broken for 5 weeks i’d be damned.

Lets quit the act of continuously re-writing the script of pair / unpair, contact support team via links, chats, telephone calls, and fix the issue. Period!