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

[ErringC]

I had an Apple watch previously for a few months which paired easily and successfully.  I drowned it and now have a new one.

(iPhone 14 Pro Max / Watch 8 both on latest software) and after a number of calls to Tech Support I was able to get through the registration and pairing process but the mobile data status has shown as "Activating" for 26 hours now.  I believe that the issue has been escalated within Three but would like to be sure.  The training issue is still ongoing. Of the five calls one agent provided exellent support and two very poor.  Second line network support even managed to text their contact details incorrectly sending a number which just played a recorded message before hanging up !

Any material updates would be very much appreciated - and getting the phone connected even more !

[JonathanB]

Hi @ErringC,

I'm sorry to hear that you're running into issues pairing your replacement Apple Watch. I've sent you a private message that will link you to a support team that can look into this and make sure your case has been escalated properly.

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

Thanks,
JonathanB

[Johniboy73]

Could I have some assistance please?  I upgraded my contract, which cancelled my Apple Watch tether (even though I asked it to continue).  Now got the e53305 error.  

[JonathanB]

Hi @Johniboy73,

I've sent you a private message to get you in touch with more help.

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

Thanks,
JonathanB

[Enlery]

Update : 

I have cancelled my cellular plan, and I've cancelled my contract. 
Do NOT pay for anything if you wish to do the same, as I have managed to have it done without paying costs and without waiting for the 30-day notice period. 

Unbelievable that I've been with this company for 6 years, and had my PAY-AS-YOU-GO, without any issues. 
THREE has managed to lose me as a customer within 1,5 months *insert slow clap*

This is not the end THREE, I have requested a GDPR form, and this is not the last you will hear from me. 
Instead of focusing on my health as a lung cancer patient, I have been dealing with this stress and up to 5-7 hours on my phone dealing with this. 

PS 
All of the information I have stated in this communication is not meant to create a negative atmosphere. I am simply expressing my concerns about the service received. Everyone reading this comment is free to interpret this as they wish. 

Wenlery Manuel 

[Enlery]

Absolutely terrible service.... I'm now on the phone with the 'advisors' for 2 hours!! Without result. 
The only thing THREE is going to do now is to reply to my message and tell me to check my private messages. 

Or they will tell us to wait for the billing cycle: DOES NOT WORK
Or they will tell me to raise a complaint (so they can hang up the phone and get rid of a customer)

I'm a nice person (if I do say so myself), but this so-called support is turning me into a very angry/upset/disappointed person. The only thing I'm doing here is continuously reporting that you guys should've resolved this 5 MONTHS AGO. 

Oh and interestingly enough, 'moderator JonathanB' sent me a private message to tell me that some of my 'messages' have been removed. Because they believe it to be 'repetitive'... Newsflash, THREE is being repetitive with giving their customers the same troubleshooting advice, over and over and over and over again, with being fully aware that it's not working and they just want to buy time. 

You'll be hearing from me over and over and over as well until this is resolved. 
Tomorrow I will also dedicate my time to report this to the consumer rights services, as I'm sure others will do the same. 

Also, a word of advice for all your customers. If you call 333, the IVR system won't have an option for you to choose to get through to someone, let alone someone from the technical team. Just choose the option to cancel your contract, and then you'll get a code sent to you, and you can finally speak to someone. 
Also, be aware that NO ONE from the tech team will speak to you. They will keep putting you on hold, and the agent you are speaking with will go back and forth with the technical team... you can see where this will lead you, right?! To NOTHING. No one is taking ownership, and the supervisors and technical team are hiding behind the agents we speak to, as the agents are not allowed to transfer the call to the tech team, without permission. 

Flat Uncle, THREE

Wenlery Manuel

[kennyandrew247]

Having the error “there’s a problem” please could you message me instructions to escalate this ?

[JonathanB]

Hey @kennyandrew247,

I've sent you a reply on your private message. Just in case you have any trouble finding them, if you click on your avatar image from the top right of any community page, then "Messages", you'll reach your inbox.

JonathanB

[Nicem]

Yes, Three keep calling me about this issue when I’m at work and I don’t have access to my phone in my job. I try calling them on the number they leave but that gets cut off immediately after a message about wifi. Why can’t they write, text or email me? We do not all have access to our phones during the working day. 
I just hope they’re not calling with a solution to this problem that I keep missing. 

[JonathanB]

Hi @Nicem,

Sorry to hear that you've been missing these calls. Chat with the team I've linked to on the private message. If speaking to the Tech team over the phone is necessary to move your case forward, I've instructed them to collect info from you about the best times they can call.

Thanks,
JonathanB