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

[rodmarso]

Hi All,

I am also getting the generic message 'There's a problem' and I can see hundreds or thousands of customers at Three are having the same issue.

It is crear that Three company has a technical problem in their backend and they don't know how to resolve after many calls.

I am thinking about moving.

Have you guys tested or know which other company would work best for Apple watch eSIM mobile service?

Is there any similar issues with them as well?

Companies in UK that support the Apple watch mobile service:

- Three: Don't work
- EE: 
- Vodafone
- O2

Thanks

Rodrigo

[muzzy2007]

O2 definitely work was with them 2 years but coverage was awful 

[Modent]

 Hello ..

i keep getting this message every time I try to setup the cellular plan I’m on with my Apple Watch .. please help .. I tried everything on this conversation and reset both my watch and phone more than 5 times and still not successful. Does there network still support Apple Watch? 

[Mrjayface]

Please can I be added to the endless list of Apple Watch ultra 2 users with field missing error message. Or if any further advice and help would be appreciated 

[Matt1]

I had the missing field issue, I put my password in then my email and it worked, not sure if it was a fluke, but I’ve now been stuck with the spinning Activating but for over an hour now 

[Matt1]

Honestly wished I’d of Joined on here before buying the smartwatch add on plan, well before I purchased my pay monthly plan full stop and joined one of the other networks that support Apple Watch as from reading through these pages I have zero faith I’ll ever get my watch connected!!

[dizzyraccoon95]

Hi all, 

Thought I'd share this update.

I re-paired the original Apple Watch Series 5 that had been working previously, activated the mobile service, signed into the Three web form (password has to be changed to letters only) and then went to General/Reset/Remove All Mobile Plans. 

** IMPORTANT**

If you've upgraded to Series 9 or Ultra 2 from a previous Three supplied Apple Watch - you MUST go through the "Remove All Mobile Plans" option BEFORE you "Unpair" that old Apple Watch. If you don't - the old Apple Watch's IMEI number is stuck on Three's servers/management platform and will result in the E53305 error on your new Series 9 or Ultra 2.

Once you've done the above - you can then go back to Series 9/Ultra 2 in the iOS Watch App - go to "Mobile Service" - and it should let give you the Three login web form and not give the E53305 error message.

I'm still not up and running yet though - I'm now stuck on this bit below, and may have to wait a whole month for 1 billing cycle to complete:

[Mrjayface]

I get to this section where it says active now. As i tried repairing but now another message comes up. System error message. This is ridiculous 

[Mrjayface]

 

 

[Matt1]

This is all I get now, no mobile data plan activated, device unpaired on my account, what an absolute joke!!

if this isn’t rectified by Monday 2/10/2023, all plans, contracts with 3 will be cancelled and the sim in my phone will be snapped and put into the bin, this is totally ridiculous and 3 do not seem to be taking ownership of the problem in any way, over 12 months and the issues are still here, you should be ashamed, but no, you just keep selling watches and plans that don’t work!!