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

[BenFromUK]

Three, you have now closed two support cases without resolving my issue. No, I am not going to go through the rigamarole of telling yet another support agent the same details all over again and sit here waiting for my watch to reset to factory settings for a 4th time.

I wish i had read this thread full of frustrated users before i decided to purchase an apple watch and pay for a smartwatch pairing plan, only to be faced with a "system error" every time i try to activate the mobile service.

I will sadly be returning my Apple Watch tomorrow as i simply cannot be bothered with this awful service anymore.

I trust you will do better for the rest of your customers and wish them luck.

[Tonyh28]

I am stuck on activating. It’s been hours. I’m still within cooling off. I only switched to three to sort my watch out but same crap as 02. Someone please help me. 

[Dov1978]

Has this issue any closer to being resolved? I was having issues with my Apple Watch Ultra and got into a spot of bother when unpairing didn’t work and had to Hard Reset the watch meaning I couldn’t unpair the e-sim before hand.  Now when I try to add the data plan I get the dreaded “E53305” error message. I’ve spent almost a full day’s worth of Live Chats with various agents with no joy and pulling my hair out going through the scripted self help questions. The closest I got to a fix was when one agent realised the issue and removed my 1 month rolling pair plan but it never worked because the 24 month pairing plan that replaced that was still linked to the watch and the next agent had no idea again and refused to remove that plan. I’m at the point of cancelling all my Three services altogether now unless I can get the is resolved soon 

[Anonymous]

Still no progress on resolving my issues …every time I call I get the same script, try this try that…even when I give them the open case number they seem to be unable to even get an update on it. Funny how the system that bills me for Smartwatch pairing is working just fine!!

[Drpm73]

Same issue as everyone else. Error 53305. I've wasted hours in this with 3 customer service script and no clue how to resolve. eventually they blamed apple. my ultra has been through a fun diagnostic and is absolutely fine. I've been in store as well. they did tell me that my account is on an old three legacy system and that might be causing the issue. They said that three intend to migrate all legacy account over to the new system by August this year. I've also read that once you watch has been paired and registered to your mobile network provider its identity doesn't get erased so that when you try and re-register, their system creates the error code as it thinks its already paired to another device. 

[rubenalmeida]

I have this issue, except when I contacted 3 they said they can't see the pair device, which makes sense as I disconnected it as it was stuck on activating. then they told me they reseted my account/something to then re pair the watch to the phone then try and set up the mobile. still the same issue. 

[totalfury77]

Same issue e53305

[JohnD]

Hey @totalfury77 

Sorry, you're having problems getting your Apple Watch connected. This error would indicate that there's another paired device.
You'd need to unpair the already paired device, once this is done you can go through to process again and it should pair.

Thanks,

JohnD

[Phatphil17]

Ugh, I wish I had seen this before renewing my contract with 3. Trying to pair an Apple Watch Ultra with my iPhone 14 Pro Max. First time got stuck indefinitely on Activating…. Now this ☹️ 

 

[JohnD]

Hey @Phatphil17 

I'm really sorry to hear you're having problems pairing your Smart Watch. In case this still isn't resolved I'll send you a PM to get you in touch with some colleagues that can help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JohnD