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

[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

[Nicem]

Thank you Jonathan. That is very helpful. You’ve suggested I chat to the tech team on private message. How do I do that? It would be useful if they call me at weekends if they really need to telephone me. 
thanks again. 

[JonathanB]

Hey @Nicem,

You can access your private messages on the community by clicking on your avatar image in the top right of any community page, then "Messages".

You may also want to verify your email with the community, if you haven't already done so. Check your inbox, or spam/junk folders from around the time when you joined and there'll be an email with a link to verify, then you'll get email notifications from the community.

Thanks,
Jonathan

[P51oss]

I have been following this thread as I have the same issue. When Three first started the Apple Watch cellular service I signed up straight away, logged via the Apple Watch app on my iPhone and the 1m Smart Watch service was added to my mobile plan. Since then I have sold the watch, before going through the steps of erasing the watch I selected the General, Reset option on the iPhone Watch app and then Remove All Mobile Plans. I got the warning that this would not remove the mobile plan from my tariff just from the watch theoretically removing it from the Three data plan. After that the watch was removed from my iCloud account and fully erased for selling on. I kept paying for the watch data plan as I planned on getting a new watch. Since then I purchased a Series 7 and upon pairing with my phone I set it up as a new watch, no other watches were listed in the iPhone Watch app on my iPhone because I had removed the original one. After successfully setting up the new watch I went to the Mobile Data to add the watch to my tariff. This is when I got the error code E53305. After speaking to the call centre a lady asked me for the IMEI number of my new watch went away and I presumed did something and after coming back on the call I clicked the Mobile Data button and I was then successfully able to log in to my Three account and after a few minutes the new watch connected to the network. What she did I don’t know. I guest that she removed the IMEI number of the old watch and replaced it with the IMEI number of the new watch. Either way it was all working correctly. Since then I sent that watch back only after a week and purchased a Apple Watch Ultra and after going through exactly the same process as the second watch I tried to set up the Mobile data and got the same E53305 error message. After speaking with customer services over the past few weeks I have had the data plan removed, told to wait for my next billing cycle and since that has now happened I was able to successfully log in bypassing the E53305 error and after logging in I got the Mobile Service screen saying that the mobile plan was with Three but for over 10 days now it still says Activating with the spinning ring and no cellular service on my watch. I have followed all the tips that have been posted and it has made no difference this has to be a back end issue at Three and it is getting beyond a joke now that we are paying for a service which Three are unable to provide. This needs to get fixed ASAP before Consumer Rights get involved.

[TomPurcell]

Hi, can you please get me in touch with the technical team? I have had this issue since October but the customer service team still seem oblivious to it whenever I phone through.

[Enlery]

Hi TomPurcell, 

That is exactly were some of the frustration lies for us all as well. 

THREE is not training the agents to deal with the query correctly. I have spoken to +8 agents, and none of them had a clue what I was talking about. 
Now, it's no secret that THREE has outsourced they're customer support division to India. However, that's perhaps the reason why information is not being passed on correctly; who knows? 

Even 'funnier', three of the agents I spoke to didn't even know this community page existed. One even claimed very strongly that THREE does NOT have a community page. 
So yeah, there you have it. 

No clue, why this has not been resolved by now. 

So much for saying that they're dealing with this at 'the highest priority'... Well, if this is the result of that, I think we're in for a very long wait. Because it doesn't feel like it's on their highest priority list at all. 
The simple fact that they can't even provide us customers with a weekly update, shows that this is anything but, a priority. 

Good luck! 

[JonathanB]

Hey @TomPurcell,

Did you find the private message from me? I've provided a link to the team you should speak to next. I'm so sorry to hear that you've been running into this since October, but they'll be able to make sure this is escalated.

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

Thanks,
JonathanB

[Enlery]

Hi TomPurcell, 

It's easy to say that Three is not being able to solve this matter. The fact that this has been going on since October is quite worrying. 

They will (if they do) respond to your message and ask you to look at your private messages. 
Because one thing they can't do is respond to queries publicly. They always want to take people off of the communication thread and go private, so they can then drag it on more, and more, and more. 

Three is always escalating, always checking with another department, always promising to call back, and a thousand apologies that don't mean a thing, as it's a scripted apology, to begin with. 

I am trying to get to the bottom of this myself. I've also created a communication thread " Solution: Cellular plan / Apple Watch Pairing 'E53305 - You already have a paired device' 

Keep an eye out on there as well, as I'm trying something myself to have this issue resolved, and if it works, I'll share it there.

Also, if you can like the message, there would be great. The more I get, the more attention it will get from Three! 

Good luck!