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

[Wayne2612]

I know how you feel, it's just impossible to believe that these problems have been going on for a year and they still don't know why it doesn't work or can get it to work. If they can't do something they should withdraw it, not just sign more people up to get an even larger problem and more anger and frustration.

[Cesca]

Hi, I’ve had HUGE issues and unresolved problems pairing my Apple SE 8 GPS & Cellular watch with my Apple iPhone 14Pro The issues have been going on since mid August 2023. I keep being told to do the same things and now my 3 log in is blocked too. I’m utterly frustrated and disappointed. I’ve done everything I possibly can and everything that’s been suggested by 1st and 2nd line technical plus Apple. I really need help. 

[Renny]

Hello, 

I am having the same issue as everyone else here it seems. I had an older apple watch that I recently reset which changed my smartwatch plan to being unparied with the device which I saw on the my account section. I then paired my new Apple Watch Ultra 2 and it had all the other errors such as the field missing or just a generic error. Yesterday I finally managed to get logged in and press the activate button. I can see in my account now that the device shows as paired with my sim but the Watch app has just been stuck on activating now for over a day. Seems a little silly and frustrating that it doesn't activate within the 30 mins let alone the same day!

I was getting help on an online chat and on the phone and insistantly got told that I was doing something wrong or that I should contact my carrier... which I was on the phone with at the time! I have never had an issue like this before and its frustrating I am paying for something I can't use. I even got told on the phone that I couldn't cancel the plan and had to through the app which there isn't an option to do. I would much rather get it working than cancel it but it seems a little silly. 

I have included an image of my watch app (hidden the name of it):

[Wayne2612]

Yes that's where I'm at now, I've not had time to get involved in a lengthy support chat at the moment but it seems they're as clueless as everybody else is at Three on what the problem it so have a feeling I will be wasting my time.

They really should take their pairing plans and watches off sale because they are unable to offer the service.

[Cpbasso]

I’d strongly recommend you do as you suggested and do not get into a lengthy chat. I’m now two and a half hours in and having been passed from pillar to post, they seem insistent I don’t have the Apple Watch addon despite having bought it last week and it appearing on my plan. It very much seems that they have no idea what they’re doing. I think I’d have gotten better advice from a group of rabid chimps. It still wouldn’t have worked, but at least it wouldn’t have taken two and a half hours to not work.

[Wayne2612]

Yes they're not the most knowledgable when I've contacted them about things before. You'd think after a year they'd have sorted out the problems though, or stopped offering the plans until they have sorted it out. As it currently is, more people are signing up to them after the release of the new watches and they've still not sorted out the issues since last years release.

[Renny]

It is really annoying being passed around and nobody has a solution. I ended up going to a three store and even they said its an issue on Three's side and that I should call them to cancel the plan to try it again as even they had that issue in the past. Then when I rang three they told me I couldn't cancel it with them I have to in the app when.... there is no option to.

Has another person tell me to reset network settings today for my watch app and now I am back to the "There was a problem" Its just sad that... a network of this size cannot figure out what the issue is or... just pass you around from member to member getting nowhere.

[Cpbasso]

Update 2: Directed by Jonathan, I’ve just had ANOTHER hour long webchat with the tech support team, who again insisted on me doing all the basic reboot and repair for the 17th time now. After doing all that, shockingly, the 17th time wasn’t lucky and it still doesn’t work. After explaining their job to them, they’ve now redirected me to someone else who is going to try and removing and adding the addon on my account to see if that works. Fingers crossed! 

[Wayne2612]

Just received my Apple Watch Ultra 2 today, I'm having the same issue as most people. I was able to get past the login issues, I then was told my watch would be activated within 30 minutes. This was over 5 hours ago and it's still spinning saying it's activating. Logging in via My3 I can see that my plan has now activated and it says it's paired to my iPhone, whereas previously it said it wasn't, so if it's activated and paired to my phone, why does my watch still say it's "activating"?

I've tried turning my phone and watch on and off several times but nothing seems to make it activate.

Hard to believe that these issues have been going on over a year now according to this thread and still no resolution in sight.

@JonathanB could you please take a look into this and see what the problem is? This is a brand new watch with a brand new SIM pairing plan. I've never had an Apple Watch connected up so there is no previous plan lurking in the background or anything. There should be no reason that this just doesn't work.

Thanks

[daschles]

I had exactly this problem – was escalated to a "senior" tech who advised me to wait... after 48 hours I simply cancelled the add on as it seems impossible. @JonathanB , is it possible to get some kind of definitive statement about what in the world is going on with your systems and when there will be a solution?