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

[Gisc19]

Did you purchase your watch through three or did you purchase it yourself 

[Mez]

purchased myself from the apple store 

[Normp]

Hi Jonathan

I'm having the same issues as many below my apple watch says that it is activating and has been like this for three weeks.I have recently upgraded but I have had a bill so it all has now been activated. Would the PM that you sent other people help me with my issues? If so can you send it to me 

[murphy10fs]

Hi JonathanB

I am having this issue too, and have spent a long time talking to your agents and they fail to fix. Can you private message me the recommended action please. Thanks

[hamid786uk]

Recommended action is to log your issues via social media chat, technical support and CEO, Been there and done it, nothing changes.  

Same old issue, with no one at Three have any idea on how to fix the issue, but are happy to drag there heels and talk bubbles.

[lostintransit]

I have made minor progress. Day 1 E53304, Day 2 E53304, Day 3 E53305, Day 4 E53305, Day 6 Activating, Day 7 still activating. Has anyone managed to cancel their contract in the basis of these issues? 

[hamid786uk]

The billing cycle is just a hoax.  I got told 8th Sept, 8th Oct and now 8th Nov.  Just buying time and kicking the can down the road because they are clueless to what the issue is.  Utter Joke!

it would appear the moderators on this forum have lost hope too 😡.

[Ortho5200]

I got to the new billing cycle today……

no longer getting the error message, and it allowed me to start activating again! 

guess what….:still activating 12 hours later. Unfortunately this service does not seem to work, I will now attempt to get out of my contract as clearly what is being advertised is not available. Really a shame because I have been with 3 for years

[hamid786uk]

Update:  I spoke to Apple Genius.  They told me to run a mile from Three :-D.  They only support the 3 main suppliers (check on apple website). 

they also said its taken 2 years for Three to launch a smart pairing service and they have had endless people query the same issue regarding smart pairing.

absolutely atrocious!

[Marteymcfly73]

Jonathan,

I wish i could believe you!

I like most of our users on here have been waiting for a couple of months to get anywhere close to my pairing issue resolved.

Since Sept i have spoken to countless customer service reps - all useless.

Written a letter to the area manager who escalated my issue to - you guessed it - another customer rep! again useless.

I am expecting a call back today from someone who i spoke to last week as this is my 'new bill cycle day ' so supposedly it means the issue can now be resolved - i doubt it. I have as of yet still had no call and it still shows error on my phone when trying to connect and this is after me cancelling the add on last week ready to re pair it on a new bill cycle!!!!

I have lost count of the un pair, re pair, reset, and even asked to go to Apple as they felt it was a software issue there!!! Apple laughed at me as it clearly states there is no sim plan or connection for them to investigate!!!

If i could leave i would but unfortunately im stuck for 18 months. I have been with three for over 15 years now and this will be the reason i leave because the service on this and resolution is non existent.

why three are offering a service which clearly does not work and is broken needs to be sent to trading standards and the ombudsman which funnily enough are probably going to be my next call!!!