Smartwatch Pairing addon

[cms0608]

After 4 live chats, which each included multiple teams, and been told different information by different teams about what/why/how etc., I'm hoping someone here can help.

Had a 24M SIM only contract with Three, with an iPhone bought from Apple.  I bought an Apple Watch from Apple which I was eventually able to pair, and chose a 1M pairing plan at the time, as I wasn't sure if I'd really use it.

Now... 24M phone contract was rolling and I'd bought a new Apple Watch Ultra 3 from Apple direct, transferred my 1M pairing to it etc.

I thought if I'm going to upgrade/renew my 24M phone, I'd upgrade to a 24M pairing to save a little too.  I was told I'd have to remove the 1M pairing first, which CS did.  I didn't have the option that day and it seemed to think the old 1M plan was still associated and just needed activating.  CS said to wait a day and see.  Nothing changed for several days (watch reset, devices rebooted etc.).

I was then told it needed to be done at the same time - so I'd need to cancel the 24M SIM only upgrade whilst within 14 days and get upgrade team to do it.  Did this but same thing, upgraded 24M after 24hrs and they directed me to the Watch app.  Same problem, the old 1M pairing that's not even showing on my account seems to prevent a new pairing plan being purchased.

I've since been told that the 24M pairing plan can only be purchased with a watch purchased from Three, but nowhere does the published price guide say this or on the website anywhere.

When I set up pairing on my previous Apple Watch I had three options as radio buttons for 1M, 12M and 24M, so it certainly *was* possible.

Raising a formal complaint, I was told the upgrade team could do it for me, but today the same thing has happened.  24M SIM only contract, and now I get the E53304 error, and the CS team I was passed to then told me I'd still have to buy the watch from Three for a 24M deal, but now I don't have the option for any deal at all.

All I wanted was 24M SIM only with 24M pairing plan on devices I already own, but legit considering leaving Three after decade because they can't seem to manage this.

Can anyone confirm if the device purchase is legit a requirement from Three?

[PeteG]

Hello there. 

I don't believe it's a requirement to get the Watch from Three. I think the team member you spoke to might be confused. The error message that you're seeing would seem to hint at an issue with the addon within the account. Do you still have the older watch? If so, does that one work if you try to pair it? 

Pete. 

[cms0608]

So the 1M plan was working on my new watch, so it wasn’t a watch specific thing. I just wanted to switch to 24M to save a little as I was reducing my phone contract cost as well.

I was told yesterday that it’s likely a billing cycle issue as I now have the error “you can’t progress a new subscription as you already have an existing one still in progress”.

This is clearly an issue with Three’s provisioning vs billing, as the old 1M pairing has been cancelled and no longer shows on my account etc., but behind the scenes it’s still yet to be billed for until the next billing cycle starts, so there’s a remnant of it on the account.

I’m seriously hoping that I can upgrade my phone contract to 24M when the billing cycle ends for the 1M pairing then also get the 24M pairing to sort this once and for all, or I’m gonna probably go elsewhere.

[PeteG]

I think there's been some confusion about the addons. The 24 month addon can't be added to a plan without a smartwatch on a contract with Three. If you already own a watch, it's the 1 month rolling plan users need to take. With that addon active on your account, you can make changes to your phone SIM plan like an upgrade, without impacting the pairing addon. 

You'll need to speak to the team to undo the changes that have been put in place if you haven't already. You'll likely have to have the addon removed, then wait until the current bill cycle completes, before adding the rolling monthly add on again. 

Pete. 

[cms0608]

Hi - do you know where it states that the 24M smartwatch pairing add-on requires you purchase the watch from Three vs already owning the watch and adding the plan to it? 
I’ve reviewed the Smartwatch Pairing terms and conditions and the latest price guide, but can’t see any mention of this, or why I can’t have a 24M SIM only contract for my phone along with a 24M Smartwatch Pairing add-on for my watch starting on the same date.