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iOS

Apple Watch Cellular not working

3: Seeker

I recently aded an Apple Watch Series 3 to my Vodafone plan. Last week it worked fine but now not at all.

I've tried all the tech support suggestions (after 2hrs on the phone).... Unpair, Delete the app, re-boot the watch, pair again, set up as a new watch..... and still Vodafone mobile data is not working.

I can see in my account details that a secondary number for my watch exists alongside the primary number for my phone. Despite that, when I try to set up Mobile Data on the watch app it tells me that I can't use this plan with Vodafone One Number.... I don't even know what that is.

Are there any new fixes for this?

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50 REPLIES
4: Newbie

See above link that has 665 comments on the same issue. Its a problem with vodafone that they're yet to admit too. which is the frustrating thing about it. I'm awaiting either a better offer of compensation or a deadlock letter so i can take this to the ombudsman. luckily mine has started working. but only after spending probably around 12-15 hours in total talking to vodafone through various means. all of which not actually knowing what the issue is or what to do about it so instead try fobbing me off with lies.

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3: Seeker

I'm getting a similar experience - when I go through the setup mobile data screens within the watch app, I'm getting a message stating my plan isn't eligible for Vodafone OneNumber.  Speaking to care I'm hearing that getting this particular message seems to be appearing when it shouldn't, and my plan IS eligible.  I've got an addtional line setup on my account (I can see it when I log into the online portal), and I've provided my EID to the new connections team, but when I go into my Apple Watch App, I'm still seeing the option to 'Setup Mobile Data', so the eSIM profile needed on my Watch isn't associated correctly by the looks of things.

 

Did it magically start working at some point, or did you have to go through the 'Setup Mobile Data' steps to get things up and running?  I've been promised a call back from the technical team within the next 48 hours, but it's a little annoying that my new plan started 2 days ago, and I can't actually use it, even if it is free for the next 6 months.

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2: Seeker

So, I’m still waiting for my watch and to be fair, in no rush as i would like all the issues sorted before I receive it. Don't fancy the hassle that people are having. To ensure things go smoothly,  thought I’d check that everything is set up correctly their end after I had pre-ordered on the £22 for 6 month then £27 deal and was told then, that all is good and i just had to link it in upon receipt.

I've been told that my current plan is not compatible with the watch at all and have to pay more money per month for a different contract. I've read on here that some came across this issue but is it actually correct?

I've obviously told them I wasn't told about an issue with compatibility or certainly a further increase on top of the watch cost/contract when I ordered it so won't be paying any more. Was put on hold for 10 minutes and then he said he'd call back as he'd get it sorted for me. That was some time ago........ Has anyone else who got this working had this additional problem and how was it resolved?

My current contract runs out 1st Feb 2019 so if it all goes wrong, I think i'll hold out and go to EE in Feb.

Thanks in advance for any guidance.

 

****UPDATE. Have been called back and my data plan has been increased from 1gb to 16gb pm for the same cost and the account should work with the watch. I also had a text the other day that I will be getting a free wireless charger on delivery of watch due to the delay etc.!!  So, I guess anyone waiting for the watch should at least call first to try to prepare for when it arrives to avoid any more issues if possible? Let's hope the watch actually links up when I finally get it.

 

 

 

 

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Moderator

Hi @vegasvic2005 we're more than happy to look into your query further. So we're able to access your account, please send us your details by following the steps on the private message I've sent you. 

 

@jamescarlin The same applies here, we're more than happy to see what's going on for you, please check the private message I've sent you for details on how to get in touch. 

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2: Seeker

Interesting about getting your 1GB plan upgraded to 16GB - I've already got a 16GB tariff and was told that wasnt compatible and needed to pay more - this just seems ike a racket to me to get people onto higher contracts!

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8: Helper

If I were you I’d stop getting involved because you can’t help anything out at all. So stop wasting our time. 

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4: Newbie

I’ve had same issues since day 1 (iWatch 4 from Apple directly) ordered One Sim tariff.

Spent hours and hours days after day trying to resolve.

Told to go into Store. Who then say I shouldn’t have been sent in. The manager had same issue with her own iWatch which is now working.

I’ve provided my EID several times. Latest, today, told they have processed my EID, but now they need to wait for a network update!!!!

What is going on. Please Mod, can anyone help.

I’m worried that my 30 days is running out which means I’ll be stuck on a tariff that I won’t be able to cancel if it doesn’t work!

Had a text week ago.....

”Good Afternoon,

Just to let you know I have submitted your EID 32 digit with a super user. I do apologise we do have a delay on our side with order's this may take longer than 24 hours, I do appreciate your patience.

Many thanks,
Vodafone Complaints”

...... Still not working.

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Moderator

@MrJG It's really disappointing to hear you're having problems with your Apple Watch and I understand how frustrating this must be. 

We'll be happy to take a closer look into this for you. I've sent you a private message with details on how to get in touch with our team 😊

 

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2: Seeker

HI 

mine is doing the same thing had it a week now.

If your on a sim only your need to change phone plan 

if you on a full phone contract ask to see if your plan is compatible with data sharing.

 

Also mind is now fixed yet but I have changed plan and it seems to be allowing me to add data plan to watch but Vodafone is now declining me as they credit check to add the data plan even know they credit check in store when you buy this.

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2: Seeker

I apparantly set up the correct account/plan etc the other day on 191 in preparation. Received my watch today. Updated the watch first.

Call 1: Called Vodafone as instructed. They had my EID number so was hopeful it would get set up. You guessed it, watch won't link in to data plan etc. Just like you guys that are still waiting.  Primary and second line on my account.

Was passed to "technical" team who told me I had to change my plan, told her I had already done this the other day then she asked if i had inserted the sim card ?!?! After politley informing her that it doesn't have a sim card, she then told me to go in a branch to get it sorted.

Call 2: Someone tried to help, talked to technical again and after 1hr 20 mins said it would be escalated, my account had to be reconfigured?!, try setting it up again in 48 - 72 hours...Phone down.

 

For anyone who has it working, is there a magic setting or configuration that needs to be in place on my phone or watch?? Or am I as doomed as everyone else.....

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4: Newbie

The only iWatch I've seen working with Cellular is the Manager's iWatch at the store in Stafford.

She explained she had the same problem, and seemed to go through the same process, she mentioned EID and within 2 days it was working (and I have actually seen it working, which gave me some hope!).

But here I am, now waiting since 28th September, having made call after call.  Having got a text to say they have my EID.  This is crazy! How can this not be resolved.

I wonder how many people out there actually have a working cellular plan on their iWatch on Vodafone.

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2: Seeker

Just wish I would get a bit of honesty when I contact support, this “it is in progress and will be resolved in 2 to 24 hours” is wearing a bit thin after two weeks!

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4: Newbie

I’ve had a call back from Social Media team this evening. All very friendly staff there. But no resolution yet. Heard same from complaints department yesterday.

In terms of honesty, they did say they cannot give any date for this to be resolved for my case. Which I guess is honesty, but crazy that this issue still goes on.

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3: Seeker

10 days and counting after attemping to 'Setup Mobile Data' from within the Apple Watch App on an Apple purchased Watch Series 4.

 

I have had a call from the Social Team (which I missed due to being on another call - typical!), who followed up with an email.  I think, and I'm guessing here, is that going through the 'Setup Mobile Data' feature within the Apple Watch App has created one entry in one of the VF systems, but it failed to setup due to overly brutal eligibility checks, and when I spoke to the new connections team, they created an addtional entry in the same system, which means the Watch App can't determine which record to use to enable an eSIM profile to be installed on the Watch... 

 

The above is purely speculation, we'll see when it gets resolved and what kind of apology I get for what has been less than slick experience.  As others have mentioned, everyone I've spoken to has provided different information, and I've lost count of the number of conficting statements around resolution - ranging from 'working within a few minutes, to it'll start working overnight, to someone will call you back very soon, to someone will give you a call back within 48 hours.  Today has been the first call back I've had in 10 days...  Highlights how many connections are needing to be followed up to get working!

 

I'm still optimistic that the Cellular Connection Watch experience will be amazing (although I wish Spotify had an Apple Watch App, espeically when VF offer Spotify Premium with the Entertainment plans - but that's a whole different conversation...)

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2: Seeker

After receiving watch on Monday 15th Oct, as last post, mine didn't work. I did nothing with it except upgrade to latest version of software. Didn't mess around trying sim swaps or anything like that. I'd already ensured my account was set up for one number. It wouldn't go to data plan as per everyone else. After reading this forum I had no luck on 191 and no luck in a store. 

I went straight to the directors office by e-mail as rec'd by others on here with a very polite e-mail requesting assistance etc.. Sure enough someon called within 24 hrs.

I had a call from a very helpful chap from directors office team (forget his name) who spent an hour with me initially trying the usual unpair and pair again. This didn't work, he then put me on hold for while and came back saying that this must mean that my account had to be re-configured (or something similar?)  and this could take 7 days. He promised to keep in touch within 48 hrs.

Well..........2 hours later, I tried the "connect to mobile data" on the app on my phone and it sprung to life with updated carrier settings and the watch started working perfectly. So, within 2 days, all up and running.!!

I really hope everyone else gets theirs sorted but there are obviously people that know how to solve this, I think i've been lucky in finding them. Sit tight, it will happen. If I remember the chaps name or he calls again to check up, i'll post it. Maybe this is the chap to help.

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3: Seeker

@DROBBO1 - Lucky you.  Pleased you got things sorted though.  It feels like VF need a lot more than 1 or 2 people who know what to do to sort this out though...  The Social Team do seem to know what needs to happen, it just feels like they're inundated with requests to get people connected.  Tough gig for the customer facing teams, but the delays and false promises are frustrating for customers too.

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2: Seeker

Totally agree. 191 were a waste of time, technical told me to put a sim card in?! The store didn't have a clue even though they got all the set up info on screen.

 

If it helps anyone, I had updated to a one number account and they said that the order and the update sort of happened "across each other" so didn't update correctly. Thus, reconfiguring? 

I initially checked the order was closed off correctly and they had my EID.

 

So if people have had to update to new account (one number) it appears in my case they had to sync everything and then the carrier settings get updated and Boom...... you're off.

 

Good Luck..

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3: Seeker

So it took 12 DAYS but, finally, I now have a working mobile data connection on my Apple Watch! I’m still not completely sure what was done by the Social Team to get things working, but seems the first step was for Vodafone to do an eSIM swap process and then a ‘manual workaround’ being applied to my account. What finally sorted it was a ‘Carrier Seetings Update’ message appearing on my iPhone  - as soon as that happened, the Apple Watch Mobile Data page updated with ‘Vodafone UK’ as my data plan - no additional unpairing/pairing required!

 

Having been able to use the connection without my iPhone being nearby, it’s very noticeable how much more of the battery power the watch uses when connected to cellular (when your iPhone is nearby it’s using your iPhone rather than the eSIM connection). Also, it’s quite limited in terms of what you can do with the watch when it’s using the eSIM, but that’s not VFs fault, just a limitation of the watch. Will see how valuable having the eSIM connection is over the next few months... Although it is very clever, and the call quality is pretty good, both using bluetooth headphones paired to the watch, and impressively using the watch’s own speaker and microphone.

 

I just need Spotify to pull their finger out with a Watch App that can use the eSIM now...

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4: Newbie

@jamescarlin wrote:

So it took 12 DAYS but, finally, I now have a working mobile data connection on my Apple Watch! I’m still not completely sure what was done by the Social Team to get things working, but seems the first step was for Vodafone to do an eSIM swap process and then a ‘manual workaround’ being applied to my account. What finally sorted it was a ‘Carrier Seetings Update’ message appearing on my iPhone  - as soon as that happened, the Apple Watch Mobile Data page updated with ‘Vodafone UK’ as my data plan - no additional unpairing/pairing required!

 

Having been able to use the connection without my iPhone being nearby, it’s very noticeable how much more of the battery power the watch uses when connected to cellular (when your iPhone is nearby it’s using your iPhone rather than the eSIM connection). Also, it’s quite limited in terms of what you can do with the watch when it’s using the eSIM, but that’s not VFs fault, just a limitation of the watch. Will see how valuable having the eSIM connection is over the next few months... Although it is very clever, and the call quality is pretty good, both using bluetooth headphones paired to the watch, and impressively using the watch’s own speaker and microphone.

 

I just need Spotify to pull their finger out with a Watch App that can use the eSIM now...


Now for Spotify to do that would just be awesome 😎 

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