Cannot, for the life of me, pair my Samsung Watch Ultra with my Three account (Z Fold 6 mobile FYI)

[DanB1978]

For MONTHS now I’ve had constant issues trying to pair my smart watch with my Three pay monthly contract so I can use it as it’s meant to be used, without having my phone on me at all times (ie when I go walking etc)

I first moved back to Three earlier this year from EE as their costs were getting daft; at that time I had an Apple 16 Pro Max and Apple Watch Ultra 2 - they connected and paired straight away.

A few months down the line I decided to move to Samsung; got my current devices, did what I needed to do, waited until billing period ended (25th of the month in my case) and then when to try and pair them and the same issues, time after time, month in/month out - states there is an error; already have a subscription in place, cannot add another etc

I have NO active mobile connection on my account; I have one mobile number on my Pay Monthly account and that’s it; also spoken to tech support and they’ve confirmed that I’ve only got the one line etc, numerous times

Yes I still cannot connect; get the same error all the time and trying to speak to Tech Support, via online chat or call is absolutely useless as they’re Indian, they do not listen, they’re clearly on multiple calls/chats and all they do is tell you to do the same things, time after time, which do not work, no matter how many times you tell them…

What the hell am I supposed to do bar cancel my contract with Three and pay through the nose to get away from them (I shouldn’t have to do this; their service offered doesn’t work etc)?!

I’m beyond frustrated; this is why I cannot stand out of UK support

[JonathanB]

Hi @DanB1978,

Hope you're well? I just wanted to double check that this issue was resolved by the team I referred you over to? Please let me know either way.

Thanks,
Jonathan

[JonathanB]

Hi @DanB1978,

Sorry to hear that you're having a frustrating time with getting your Samsung devices set up for cellular pairing. Can I just check, it's only been a few weeks since you posted on a thread that you'd previously paired Samsung devices, but were having trouble for months with getting an iPhone and Apple Watch to pair? https://community.three.co.uk/t5/Devices/Apple-Watch-mobile-service-error-pairing/m-p/53073#M4119

To my understanding you won't be able to set up pairing plans against two different pairs of devices in the same bill cycle. Or are you posting about two different accounts, it reads a bit oddly that you've related essentially the opposite situation between Samsung/Apple devices in these two different topics?

If the same phone number, or the same phone and watch IMEIs are associated with multiple pairing attempts this could be causing or contributing to the errors you're seeing.

Thanks,
Jonathan

[DanB1978]

Thanks Jonathan

Initially when I moved back to Three it was with my 15 Pro Max (then 16 Pro Max) and AWU2 - I ended up getting a different AWU2 as I’d damaged my original one by accident. When I went to move that watch onto the Three cellular plan I had, that’s when the issues started to arise and it’s never been fixed since.

I’m now back on Android and Samsung devices and have been for a good few months; 2 billing cycles at least and have constantly has this error. Not once has it changed

I’ve spoken with Three tech support until I’m blue in the face; yet they do not listen or aren’t able to comprehend the issue and I just go around in circles, time after time

Hope that makes more sense?

[JonathanB]

Thanks @DanB1978,

That makes sense. I suspect the originally paired devices are still there on a back end system. To my understanding the customer service teams won't necessarily be able to see this.

I'll send you a PM to get you in touch with some colleagues I work with, they'll collect some account info and will escalate that over to some specialists who I'm sure can help.

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

Thanks,
Jonathan

[Paddiewack]

You can only pair Apple Watch to iPhone or Samsung Watch to Samsung phone or Google watch to Google phone. That’s it!