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

[Kennyg]

Hi

 I’m unable to get my watch to pair. It just constantly says three activating. I can see there’s a problem. Has this been rectified yet? 
     Thanks 

[JonathanB]

Hi @Kennyg,

If you've recently changed your priceplan or placed an upgrade then this error means you need to wait till your next bill cycle to pair your watch. If you're getting this message and you've not recently changed the plan, or you've already started a new bill cycle, then I've sent you a private message that will link you to a team that can help further.

To access your messages on community. Click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[d_a_n1979]

So it seems I've been caught out with this error also

New Apple Watch Ultra received this morning. Had one previous in Dec 2022/Jan 2023 but sold it alongside my IP 13 Pro Max (I had a blip where I felt I wanted to get back into Android; it didn't last)

So new IP 14 Pro Max, new Apple Watch Ultra - but cannot connect to my Three cellular service as it states I've already got a paired device... Which I don't

I cannot see my old Apple watch Ultra on my Apple devices, spoken to Apple Support also and neither can they!

So Three; what the hell is going on?! I'm paying £7 for a service I now cannot use...!

[JonathanB]

Hi @d_a_n1979,

I'm sorry to hear you're running into these issues when attempting to pair your new watch. I've sent a reply on your PM with directions to some further help so we can get this sorted.

Thanks,
JonathanB

[d_a_n1979]

Hi @JonathanB 

This seems to have been sorted now. I spoke with Three tech 2nd line support yesterday and the error was still there; but by chance I've just looked at it again now and the issue seems to have been rectified

Thanks for your help with this 👍🏼

[sharkismp]

Hi, 

I’ve tried to pair my apple watch to the network and the only message I got is “There’s a problem” I’ve got active smartwatch pair add-on on my account but can’t connect my watch. 

[JonathanB]

Hi @sharkismp,

I've sent you a private message to direct to more help with this.

Thanks,
JonathanB

[MarkP]

OK so good news.

After 2 attempts to "wait for next billing cycle" and still getting the "There's a problem" screen.

I phoned last Thursday to cancel my contract, they wanted to charge me 🤣.

Spoke to a senior agent (Melvin) 

Network guys were supposed to call me on the following day....No Call

So today one more attempt to set up, and hey presto, got the proper screen, went through the process, 20 mins later and there it was connected 😁

But here's the question, so I had the "there's a problem" screen after the billing cycle, but they still managed to fix it without waiting for yet another cycle !

So have they uncovered the real cause of the issue, or have they found a workaround !!

Who knows but maybe now they can fix everyones issues 🤞

[jamwo123]

I’m hoping they can resolve my issue fairly quick! 

[jamwo123]

I seem to be having the same issue E53305

This is very frustrating now, I’ve just got a new Apple Watch ultra and I Cant even use it to its full potential because of the problem I’m having with THREE