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10-18-2022 11:16 AM - edited 01-11-2023 02:09 PM
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
**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:
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
**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:
I’ll provide another update soon.
Thanks,
JonathanB
**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.
Thanks,
JonathanB
**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
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on 01-27-2023 09:40 AM
How can I contact the hierarchy please I’m desperate to get this working
on 01-27-2023 02:17 PM
Hi @Gary,
I'm not sure if you're perhaps having trouble finding your messages/notifications on the community. We sent you a private message, as we have been doing for everyone posting on this thread. This was in early November when you first joined and started posting.
You can find this by clicking on your avatar image in the top right of any community page, then "Messages"
You may also find it helpful to verify your email, so that you are contacted about private messages and replies. You may need to check your junk/spam if it's not in your inbox, but there should be an email from us with a verification link received shortly after you registered on the community.
The private message has a link referring you to a specialist team that can correlate what you've reported on community with your actual Three account, and from there we'll make sure this is escalated to the correct people to help further.
Thanks,
Jonathan
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on 05-01-2023 10:12 PM
Hello,
I am also having the same issue. Started back in December.
now someone on your support team has just suggested that by changing my number and wait over a year for my sim only contract to finish it will fix the pairing issue for my watch to join mobile data. Is there some truth in this?
it seems awful that I can’t use full function of my watch while this issue goes on.
on 05-05-2023 09:27 AM
I’ve tried this and they fix it so what now Johnathan or Steph
you should be honest to people and just say it doesn’t work no matter who you speak to trying to fix this please
on 05-16-2023 10:38 AM
No problem with the links you sent
I’ve tried bill cycle at least 6 times and still it don’t work but you guys keep saying it will
but it just doesn’t connect on a cellular level no matter where you send me or us with the problem
can someone be honest and say why and not keep repeating the same thing over and over PLEASE
on 09-12-2023 11:36 AM
Hi Jonathan,
I have recently purchased an apple watch from apple and then purchased the pairing plan. however I am having the same issues as above
saying 'no connection' on my apple watch but it is paired to three
any resolution? as I am paying for a service that I am not getting
on 10-01-2023 09:42 PM
I’ve moved from a £10 All-in a month PAYG contract to threes’ £15 + £7 pairing fee + VAT for a service that is worse! Contracted for 12 months!! What are my options?
on 10-14-2023 11:33 PM
Hi,
Ive just bought an Apple Watch with cellular and it won’t pair with my 3plan.
just says there is a problem - one of the fields is missing.
please advise
on 01-24-2023 02:57 PM
Waiting for the billing cycle to renew is not the solution. Your tech team needs to identify the root cause of 'E5330.'
Why is your tech team not creating a ticket with a third-party tech team??? (of which I'm sure, you have in place)
To find the root cause of this error. Since it's a code, it MUST come up in a library and show you what the issue is.
I am a customer experience manager, and I know how I would handle this situation. Surely not like the way you are doing this now.
Start working on this, escalate this, and make your directors aware of this. This could easily turn into something ugly.
I strongly suggest everyone who's reading this to make sure you are NOT being charged for any costs, for a service you can not use.
And let us keep writing them as much as possible, so we have a thread of complaints.
This will be helpful once I contact consumer rights, or even try to bring this to the media's attention. I'm sure there's a story here, as more and more people are starting to buy a smart watch as well.
Wenlery Manuel
on 01-24-2023 04:30 PM
Hi Wenlery. Thanks for joining us here at Three Community and for contributing to the discussion around these smartwatch pairing issues.
You've made some very fair points and it's certainly taking longer than we'd like to help every impacted customer. However, please understand that there isn't a one-size-fits-all solution. We are doing all we can to resolve the matter in each situation, which includes raising appropriate tickets and keeping relevant parties apprised of the situation.
I’m really sorry you’ve had trouble with this add-on yourself, I do understand how frustrating it is. Can you please answer the following questions, so we can appropriately move things forward for you?
Let us know, and we'll figure out the next best step for you.
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