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

[DFS87]

I have the exact same problem and no one seems to care about resolving it. 

they all promise the world and then no one follows through. 

does this gives grounds to drop my contract?

[Jay1]

Ive been trying for 6/7 weeks now, done everything, Live chat will tell you to goto the shop, the shop will tell you that they don't deal with Live chat or accounts, despicable service and it makes people mad because you know there is a problem yet you still make people go around in circles...

 Just be straight with people....

 The only quick solution is to start sending QR codes out that we can scan in manually, I got told 3 times they'd send me a QR code then on the 4/5 time they said they don't send out QR codes...

 Just get yourselves a cheap esim and link devices up through Google and Samsung and that'll work until a few years when Three sort out there problem,absolute joke

[Jay1]

I've finally found a solution and it may help people on Android systems... I can't delete or edit my previous posts but it gives a snapshot of the hurdles I've had to jump with trying to pair my smart watch.. I've tried about 4/5 times with the Galaxy wear app and it was continuously throwing different error codes, no one knew what was going on and in the end I was referred to the Ombudsman.. I really like Three as I've never had a problem with signal so I tried a different route to link my Main number with my smart watch when I leave my phone at home, it's the 4g version.. 

 I gave up trying to pair my watch through the Wearable app and just decided to get another contract with Three which was the 4gb for £7 a month for 24mths, exactly the same price as a rolling one month contract for watch pairing...

 As it's hard to order an esim you have to request a physical SIM which they send out in 24hrs.. I did this through Live chat and after about 10 minutes had the SIM coming in the post, the advisor said it would be easy to convert to esim once registered on the network..

 The next day the SIM arrives and I activate it in a device and then went to the Three app to replace SIM.. The drop down option allows you to request an Esim!! Within 10 minutes the physical SIM is cancelled and a Esim is issued.. 

 I waited for about an hour as I thought I'd get an email, instead I went to the Three app and went to 'activate SIM' and there it was, a fully detailed list with QR code and an activation code if the QR code doesn't work.. I went to the Wear app and had to go into debug mode to get the option to scan a QR code or enter an activation code... 

 To enter debug mode you have to enter the Wear app, click on the 3 lines at the top left corner and then press the settings option, looks like a small gear.. Once pressed click on 'about Galaxy wearable' which will take you to another screen which displays the version of the app you're using, click on 'Galaxy Wearable' 6 times quickly and it'll take you to the debug menu... Click on 'test Esim feature' and then click on 'QR Testmode' which will allow the QR code scanning etc...

 Now go back to Wearable app for your watch on your phone and click on 'Mobile plans'.. You'll see the option to add QR code, you need to scan the QR code Three sent and Ai did this and it didn't work it said the QR code had already been used.. Thankfully it did say on the Three app if it doesn't scan enter the activation code which Three sent which I did and it finally set up my watch with data...

 Now the watch works on 4g away from the phone and will forward everything from my phone to my watch as they're both on the same Google and Samsung account... Fingers crossed as when I turn off Bluetooth and WiFi on the watch off it connects to 4g and on the watch it tells me it has remote connection so theoretically it should work and you've always got the call forwarding you could aet up to the watch number... 

 I nearly forgot and this is really important, once the QR code scans or the code is entered, by the way I had to send the QR code to the watch via Bluetooth first so I could scan the QR code with my phone, did it through manage content in the Wear app... anyway, once it's activated the watch through the wear app you have to go into the watch settings and go into connections,  click 'mobile networks' and go down to 'mobile plans' click on that and you'll see the option to turn on the Three esim... A few seconds later it'll connect to the 3 network..

 This solution works well for me but I've just got to fine tune the settings, all your main accounts will notify you on your watch.. Hopefully it works just as well as the watch pairing service because it seems there are a few gremlins in the system.. 

 I hope this helps a few anyway 🥳

[Casskadin]

Having the same issue samsung watch 7 ultra

[JonathanB]

Hi @Casskadin,

Can you let us know in a bit more detail what the specific error is, then we'll do our best to advise or point you in the right direction.

Thanks,
Jonathan

[August24]

I have just joined Three. The ported number came over today. I tried setting up my apple watch and initially had an error code, so I followed all the advice in this forum and now I’m not even getting as far at the error code, as it just says that the connection failed. 

Has anyone else had this issue. Can someone from support reach out to help?

Thanks 

[PeteG]

Hello. 

It's disappointing to see you're having this issue. 

Since you haven't had success in getting it resolved with any of the information on the forum, I'd recommend reaching out to the Support Team on chat or by calling so that they may look into it further for you. 

Pete. 

[clavain]

Good luck with that 😂

[dgp6]

Johnathan I am currently having this problem,  Connecting and Apple Watch Ultra 2 to the three network.  Could you let me have the details mentioned that was sent in PMs to resolve this issue.  I am currently waiting for your " technical/ complaints team to get back to me". Thanks David

[PeteG]

Hello. 

It's a frustrating issue to be having for sure. 

It is the complaints team that were dealing with these issues in conjunction with the tech department. If you're already in contact with them and having the issue looked into, you're at the right place to get it resolved. 

Hopefully you won't have to wait much longer to get it working. 

Pete.