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

[hamid786uk]

i will DM you with some details 🙂

[hamid786uk]

I’ve had an email response from CEO at Three UK.  Will keep everyone in the loop with progress.

[Gary]

Please do 

[moostone]

Let’s hope for some good news

[gbailey141]

Good stuff and keep us posted.

[Kevin_Quincey]

I'm having the same issues too Error ES3305. When I spoke with the complaints team, they refunded me 2 months of service and "guaranteed" that even thought it no longer says "activating" as the status in the AppleWatch app's Cellular screen since they removed and readied add-ons and I removed the network connection from my end,, it would somehow work on my bill cycle date, I don't believe them. Since my bill cycle date is the 5th of every month, waiting another month to see if the changes they couldn't/wouldn't describe (probably because there weren't any to my account, the eSim provisioning, or the add-ons they keep deleting and reading from my account), waiting a month each/multiple times to see the results of their supposed activity is not a workable support level for me. I've now also tried the AppleWatch on my wife's account whose bill cycle date is today (a Sunday) so we'll see if sometime today or tomorrow it magically works but I'm not holing my breath. Her's went through the same steps mine did when attaching to my account the first time with the final one being staying in an "activating" status. She doesn't yet get the ES3305 error on her account because I didn't remove network settings in the watch app's reset screen.  I'll reply here if I have a good or bad news (but so far, I'm in the same state as everyone else here). If anyone gets together a group of complainants, feel free to add me to it.

[Kevin_Quincey]

I gave up for now and returned my AppleWatch. I didn't want to pay for a watch with this functionality if 3 can't deliver it but I am watching this forum for a promising sounding resolution to buy one again and try then. I've been a 3 customer for more that 10 years now and otherwise love their plans and service so it would would be difficult to move my phone to Vodafone or EE.

[Marteymcfly73]

Sorry to say it but I’ve thrown the towel in now. Enough is enough for me. I’ve cancelled the add on and got refunded for it. Am now looking at my options with the ombudsman.

Three shouldn’t be offering products that don’t work and should have had this sorted ages ago. 
but for me I can’t keep pairing and unpairing every other week it’s just a pain in the backside to keep resetting everything knowing it won’t work. 
ceo doesn’t respond so ombudsman it is.

I wish you the best of luck guys…….

[gadgesxi]

Im in the same boat now, on and off to three support. Add the add-on, remove the add-on , unpair the watch, pair the watch, reset this reset that....still no good.

[hamid786uk]

2 months and i’m still waiting, welcome to the party!