Unabel to remove smartwacth add on. CS say they cannot do it their end!

[JoeTheBow]

Hi, I'm here calling for someone to assist or contact me if possible.

I have an Apple watch but want to remove the £7 smartwatch add on.  I cannot do this from the app - it is greyed out when I look through add-ons and when I click "active add-on" there is no option to remove.

If I remove it from iOS, it states it does *not* cancel the subscription.

CS say they cannot remove it, which is frustrating.

Can anyone here kindly assist or help me escalate?  Thanks - Joe

[justSortMyIssue]

Spoken to apple who confirmed that it is unpaired by me. Three are still charging me for this! very very annoying 

[JonathanB]

Hi Joe,

I've merged your two threads about this as it looks like the 2nd one was a follow up to this same issue. With the Smartwatch pairing 1m (monthly rolling) add on it should cancel this by removing the watch and plan from the Apple Watch app, I've found some steps here: Unpair and erase your Apple Watch - Apple Support

I'm not sure if there's some mix up in messaging between us and Apple on this. This may be down to the process working a little differently with different providers. The page I've linked to does state that you *might* need to contact your provider. Could you perhaps share the full message and/or a screenshot of this message you're seeing stating the add on won't be cancelled?

Our support information is definitely stating that when you unpair this way it should communicate back to the network that the add on subscription is to be cancelled, and shouldn't roll over.

Thanks,
JonathanB

[justSortMyIssue]

This is not true - i have done exactly as you stated. i have the screen shots to prove it and its still there.  For three months i have been trying to cancel my pairing. I will be moving to another provider asap - terrible customer service. 

[JoeTheBow]

Hi Three CS - to follow up, this is what happens when I try and cancel the add-on on the website.

CS over the phone say they cannot cancel it.

How can I cancel this add on? Thanks

[sc1999]

When did you start or renew the addon?