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

[BeardyFella]

This isn’t really good enough.  For what it’s worth, this is what I’ve noticed since I bought my Apple Watch in October.

1) bought the watch, brought it home and connected it to use the mobile services without any issues. I 

2) noticed yesterday I was unable to make or receive calls on my watch

3) reset my watch and my phone

4) unpaired my watch and set it up as new, even went as far as deactivating the mobile services and trying to activate them again.  no joy, it was stuck at activating.  

5) contacted customer services who said that that mobile services for my watch were not activated on my account. for some reason this seems to have happened between October and yesterday without my knowledge.  They said they’d add it again and it would take four hours to be up and running.

6) many hours later, it’s still not working, so I contact customer services and was advised to unpaid my watch and set it up again and that the mobile services had not been activated, despite my conversation earlier in the day.  get this sorted and receive a text to say my add-on has been added etc.

7) the next time I try to activate the mobile services I started receiving the e53305 error, so I contact customer services who say that I don’t have the services on my plan.  after a very long conversation they say that they can no see that it’s been enabled.  They say I need to wait for my next billing cycle, this is unacceptable, so I ask why it worked initially and not now and why I am being told I have a paired device.

😎 I’m passed to second line who ‘do some checks’ on my account, and come back to say everything appears to be as it should and will escalate my case.  apparently I will hear back within 7 days… I don’t really believe I will.  

[Nadeem81]

Hello .im facing same issue.E53305.is ur issue resolved?

[Johnwhewall]

Recently changed Watch and unpaired old and tried to pair new to three get message E53305 you already have a paired device, done all what chat rep told me resets, unpairing reset apn, connect to iTunes and back up reset network settings hard resets and no luck keep getting same message

[biggitch]

Are there any updates on this??? 

I get a text every day from Three saying somebody will call me but they don't! I have sent responses to Jonathans message but no replies. It is all VERY frustrating!!!!!

[AndyA]

Hi. How do I get support to pair my Apple Watch?

[Wilko]

Hi Jonathan,

I tried to pair my new Apple Watch yesterday. The add on is showing as active on my three account but seems to be stuck on activating in the Apple watch app please can you help to resolve this? 

[jprlynch]

Hi there

i have the same issue. Theee added to the watch app but just says activating. Has been the same for a couple of months. 
please help. 07*********. 
Thanks

[Paul_P1]

I randomly tried to pair my watch to my phone yesterday and it appears to have worked.

[Nadeem81]

I have activated cellular plan for my watch on 17/12/22.but it continues yo be activated than i call help center and they said unpair watch n reset so i did.after that when i goes mob service plan on watch app in iphone it will not go to three page and says oops there is problem.

yesterday i cancelled all add ons by calling three help line.now when u go mobile data services error coming.E53305.u already have paired device.contact our team.how to solve this issue

[Nadeem81]

Hello.i recently added cellular plan to my apple watch ultra on 17 dec.at that time it continuously saying activating.2 days later i called customer service.they asked me repair the watch.after that im not able to acccess mob data services on my watch app on iphone.they r saying oops there is problem.today i called help line and cancelled my add on .now i want to reactivate add on but error message coming.E53305.u have already paired device.contact our team.so im not able to get connected from day 1