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Unable to configure cellular on Apple Watch Series 3 with iPhone X

  • 4 November 2017
  • 16 replies
  • 1147 views

My new iPhone X doesn't let me enable cellular on my Apple Watch Series 3. it fails with the error "Unable to configure Cellular Plan". See the attached .gif for the whole process.

T-Mobile technical support also seem clueless about this. Even resetting the apple watch and setting it as a new watch (or restoring from an existing backup) fails to configure cellular on the watch. I can skip cellular and continue the setup just fine and watch works as expected in all other areas, excep cellular can not be enabled.

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Best answer by decent4u 9 November 2017, 20:48

After a long week. This issue was finally resolved by providing the watch EID number (found in watch under General->About->EID) to the support rep. I was helped by Elizabeth from TMobile Customer Support. She kept me posted me on the issue and was finally able to figure out there's a manual way to reset it with EID (on Tmobile side). Elizabeth, thank you! I'm a happy Tmobile customer who can use his Apple Watch Series 3 with Cellular again! 😊

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16 replies

Few more data points:

Before the new phone, cellular was successfully enabled (through the same process) on the phone. When data was transferred to the new phone. I did not explicitly disable or remove cellular plan from the old phone. I assumed the transfer will take care of this. Once I saw this problem, I went back to the old phone and unpaired the watch and also reset it (delete all content, settings and data plan) and pair it again with the new phone. That started showing this problem.

Userlevel 5

Thanks for taking the time to post to our community! It is a bummer to hear that you are having so much trouble trying to get your watch to work! The good news is that we have seen this error in the past and have a few simple things we need to check on the account side. If we can't fix it with a few account related updates, we can escalate this up to our engineers and they can get it fixed for sure.

If you have a moment, please contact us and have the rep you speak with look at internal DOC-437039 at the very bottom. This will have all of the information they need to generate the ticket for you. Rest assured, this is something that we can definitely fix for you.

Thanks for your reply. Just to make sure nothing is wrong on my end. I reset and my new iPhone X and went back to my iPhone 7 Plus. I reset my watch and paired it again with my old iPhone 7 Plus. I am still getting the same issue. It's clear I need T-Mobile's help now to enable cellular on my account.

After a long week. This issue was finally resolved by providing the watch EID number (found in watch under General->About->EID) to the support rep. I was helped by Elizabeth from TMobile Customer Support. She kept me posted me on the issue and was finally able to figure out there's a manual way to reset it with EID (on Tmobile side). Elizabeth, thank you! I'm a happy Tmobile customer who can use his Apple Watch Series 3 with Cellular again! 😊

Provisioning Issue with Apple watch Series 3 paired to IPhone X- No incoming calls with watch cellular plan, but Outgoing and messages are working.

Apple watch 3 descended with a thunder bringing challenges to T-Mobile and left them groping in the dark as how to configure electronic SIM cards. In reality, these SIMs are not meant for manually configuring in the system. The watch was working in October 2017, with my previous iPhone 7 Plus balancing on embarrassing call dropping issues, I waited for Apple's OS 4.1 which should have solved. The issue. But with IPhone X and Watch series 3 from November 6th, a new issue of watch unable to receive incoming calls, with iPhone away, surfaced. Reset and un-pairing has been done for iPhone and watch more than 5 times at Apple genius bar, spending 5 hours  of time  twice. Apple even replaced the watch I originally received from T-Mobile. Net result was worse than before. No Cellular Plan in watch for 5 days from November 22nd 2017. On 27th T-Mobile support brought back to original condition of “No incoming calls” with cellular data alone. A new phone number was issued automatically by the system and I had to plead with support to cancel the previous DIGITS plan number. Four tickets were raised from November 6tth with a promise it will be solved. It boils down to provisioning problem in the system to receive incoming calls. With iPhone X switched off, the call immediately goes to voice mail. Testing was done with WIFI and Bluetooth turned off, keeping iPhone X ON. I loosing trust on T-Mobile to solve this hitch in time.

Userlevel 5

I am terribly sorry that you are still having issues with your Apple Watch @kulti_man​ 😥 What specifically happened with the service tickets that were filed on 11/6? Have you heard anything back on them yet?

The service ticket of 11/6/17 should supersede the one created on 11/27/2017  Ticket #I5693618384.

but the follow up on this ticket on 11/28/2017 revealed that it was not properly directed towards provisioning issue at DIGITS (Watch do not get incoming calls on cellular only).. another complaint ID was created 25635453 (The rep said it is an internal number and ETA was 3 more days).

Praying to god and keeping my fingers crossed 😥

I switched my phone back to iPhone X and this problem is back again 😥 I was told (yet again) a ticket with engineering has been filed and it will take 4 days to get an answer on what's going on. Very disappointed 😥 T-Mobile customers deserve better.

Userlevel 5

I am sorry for all the confusion @kulti_man​ 😥 I know it's been a few days since you last posted but was the last ticket you had filed successful in resolving your issue?

@decent4u​ - That is a bummer! 4 days is the max it should take. Most of the time we are able to get those fixed much sooner. Please reboot your phone and watch often to ensure your devices pick up any of the network changes the engineers make as soon as possible.

Nope. Same  issue prevails. Can't receive calls on Cellular of T-mobile independently. Can make  calls. Another Technical support guy took the case for the third time and he informed that the ticket was not properly and extended the excuse by one more week. Is it so impossible to set the provisioning in T-Mobile network. Come on wake up guys. This is a digital era failing and failing, with no end results.

Userlevel 5

I cannot apologize enough for all the troubles you have had to endure in all of this. I am going to send your issue up to the DIGITS engineers directly and follow up with you here as soon as I hear back.

Userlevel 5

Hey, @decent4u​!

I know waiting for ticket after ticket to solve the problem isn't any fun. I'm hoping the latest ticket will do the trick. Have you heard anything with regard to the latest engineering ticket that was filed?

Chris & Digits team

When I tested the Apple Watch Series 3 (Bought from T-Mobile, shipped to me on 9/26/2017) on 12/7/2017 at 3:32 PM PST, it showed the first glimmer of light. Should say Hooray!!!!!!!!!!!!!!! 😊 😊 , 😊 😊 , It worked after a month’s long (From 11/6/2017) perseverance with T-Mobile. Received my first call on watch independently on Cellular T-Mobile network paired to my iPhone X. Engineers probably grew, the Einstein’s genes and did the required configuration. I tried the watch’s capability by totally switching off the iPhone and still received incoming calls, from my home phone into Watch. On 12/8/2017 tested it with Richardson from DIGITs and he confirmed that some testing codes were received properly. I hope the configuration holds on and I can receive both incoming and outgoing, when I leave the phone at home, for a walk.

Another request to you is to ensure that the 3 month’s free promotion should start from 12/7/2017 to 3/7/2018. Thanks guys.

Userlevel 5

Super stoked to hear you are back up and running. I will reach back out to the team to look into the 3 month free promotion start date as well.

Userlevel 6

Hey, @decent4u​! Just wanted to check in here and see if you'd had any word on the ticket that was filed. How are things going?

Userlevel 5

Hey, @kulti_man!

I just wanted to give you a heads up that we're still waiting on the outcome of the request to move your promotion date. As soon as the official word comes back, Chris will give you an update. 😊

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