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iOS

Apple Watch Connection Issue

4: Newbie

I had to swap my Apple Watch 4 due to an issue.  The first one was connected via e-sim and I had no issues.  However getting Vodafone to swap the e-sim to my replacement Watch has been a nightmare. 5 calls of over 20 minutes each and still not working. Vodafone does not seem to have a clue when it comes to the watch and customer service is truly appalling.  Promised calls back never happen and no-one will take any responsibility to resolve the issue. The stock answer I have had each time is 24 hours but each time nothing changes. Very poor service and will look to move everything away to a network that can deliver and treats customers with respect. What a joke! 

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55 REPLIES 55
3: Seeker

Unfortunately you are right . Vodafone failed 100% on Watch . Most of people was promised deviced in two days but received it after 4 weeks . Cellular is not working and no one has a clue . I only can encourage people to fight for compensation when cellular starts work . Depending on time it takes ask for more or less . Don't forget 6 months is not free . It's 24 payments squeezed i  18 months so first six look like free . You pay for it already and it is not working . Proper ##~## work for this network and I don't eben want to speak to them anymore

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Administrator

@ANDREWJWARD It's a shame to see you're having issues with your Apple Watch and none of the changes have helped get it up and running. If you'd like our team to take ownership of this, please contact us using the link in my private message. We'd love to get this resolved for you 👍

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4: Newbie

Exactly the same experience for me too. Original watch was connected relatively quickly and worked well. But when I needed to connect the replacement watch? Well, almost two weeks on and still nothing. I appreciate this is new for Voda and we should expect some teething troubles. But there is only so much I can take of:

  • Being asked to give it anything from 2 hours to 7 working days;
  • Being asked to unpair, reset and re-pair the Watch, as if it's a problem with my set up;
  • Having to endlessly tell the agent what my phone number and password is, even though you know very well what number I'm calling from and I've already passed security;
  • Being told that the problem is actually because I've cancelled my contract and ported my number to Telefonica. And then two minutes later it's because I've ported to T-Mobile. And then two minutes later they can see I've not cancelled my contract or ported at all.

When I had a Watch with EE they too had their teething troubles, but I don't recall there ever being this kind of issue of having to manually tell agents the EID so that they can link it to the account. It was all done via the app. And no-one is willing to say when it's going to be resolved.

C

 

 

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3: Seeker

Vodaphone sort it or stop charging !

Apple Watch 4 is brilliant. As is IPhone Xsmax

if you keep the two together all works fine

However, try using the watch on its own, using cellular, then this is where your problems will start.

Apple have designed wonderful tools,why can’t Vodaphone get them to work ?

 

Not one of the telephone advisors for Vodaphone, nor Vodaphone store employees has any idea about how to set up the Apple Watch series 4 to run off cellular.

 

Instead of coming clean, admitting they have no useful training, I was met with one fob off after another.

 

Examples.

 

“We will send a code through the post to activate the cellular watch” - nonsense ! Wait a week and find no “scratch off” card has arrived ! 

 

“You will have to back to the store to correct wrong inputting”. Why ?

 

So I go to the store ( 2nd time), staff have no idea what to do. They get onto the “chat line”, and tell me I must wait to sort it out ! Why ? 

 

I leave telling them to phone phone me on my mobile. I wait. Same story. They have now sent an “internal” message to another department and this will take another 72hrs ( but only when Monday comes as nobody from that dept works weekends !

 

My interpretation of all this is the staff have had no training.

 

This I can understand. But fobbing customers off with things like a ‘scratch card” in the post, or “you will have to go the store” is not acceptable.

 

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3: Seeker

low lifes just offered 25 quid for 40 days problems 

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4: Newbie

I was assured I would receive a call from “Advanced Technical Support” today with an update. It’s now gone 6pm and I’m still waiting...

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Moderator

@Consort We typically ask for the EID so we can pair the Watch specific to you. Have you received the call from our Advanced Technical Support team since posting yesterday?

@Slim1234 I'm truly shocked to hear you were advised you'd receive a scratchcard with a code to pair the devices 😳 Have you contacted our technical support teams via 191 since being misadvised? Have you been able to get the Watch connected?

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3: Seeker

Hi eventually decided to end my contract with vodaphone because of all the issues.

However, I was persuaded by a customer support to let them try again. I had a call an hour ago asking for my EID number. Assured it would be sorted by midnight. I’ll be asleep then, so who knows ? Let’s wait and see.

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3: Seeker

Absolute disaster now. 

Not only does my watch still not work on cellular, but Vodaphone have changed ny mobile number wighout my permission, meaning none of my business or personal contacts can contact me. 

Can anyone help ?

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4: Newbie

Josh - no, I didn't receive the follow up call on Monday, so I called 191 yesterday and spoke to a representative who said he would email the contact in the Advanced Technical team to ask him to call me. He didn't, so I'm going to request my PAC today.

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2: Seeker

I am also the user of apple since last year but I can't connect watch with iTunes and getting code 0xe8000015. Why this is happening with my device. Tell me the procedure because I am new for them. I didn't give me an update about this app. Can you please give the full details or any other blog.

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4: Newbie

Maybe you can fix my issues to

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Moderator

@Slim1234 I’m sorry to hear your problems still aren’t resolved and there also seems to be an issue with your number. So we’re able to help find a resolution, please send us your details via the private message I’ve sent you.

 

@Consort I’m sorry to hear you didn’t receive your call back and haven’t been emailed by the Technical team, so we’re able to chase this up for you, I’ve also sent you a private message with details on how to get in touch.

 

@martinaje It’s odd that you’re having problems accessing iTunes, have you reached out to Apple to see if this is a known error?

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3: Seeker

This is the EXACT situation I have unfortunately found myself in.

 

Except I have been nieve enough to believe the [Removed] that the 191 helpline technitions tell me," Wait 2days, no wait 5 days, wait 2 hours........"

 

This has been going on for 5 weeks now since I picked up the watch from Apple. I have probably spoken to over 20 different members of the tecnical department, I have been into 2 Vodafone shops and I still cannot get my apple watch connected to the Vodafone plan that I am paying for.

 

This company is very happy to take your money and make promises, but when things go wrong they just lie and send you round and round in circles blaming others.

 

I have finally had enough, I have asked for my PAC code to go to EE, guess what, the ******* telephone operator hung up on me!

 

I am so angry. I literally do not know what to do next.

 

[MOD EDIT: This post has been edited to remove inappropriate content please see Community Guidelines]

 

 

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Highlighted
4: Newbie

It's been over 2 months for me now and still no resolution. They've even stuffed up my online account trying to fix the issue. I'm getting extremely frustrated by the total lack of care or ownership of the issue even though I've raised it with the complaints team. 

 

I spend £300 a month at times and usually about £200 with them. They are about to lose that custom. 

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3: Seeker

Hi, 

 

I have raised it, raised again, and raised to the super top of the Tech department. 

 

Absolutely nothing........

 

 

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Moderator

I'm sorry you've experienced such a delay pairing your apple Watch and iPhone @DGL75 and @Rizlah. We'll be happy to take a look into this for you.  As we'll need access to your accounts to do this, please follow the instructions in the private message I've sent.

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3: Seeker

Well that's @Mark , I have sent you a message but I will not hold my breath. 

 

So today I phone 191 again, but his time it was to get my PAC number as I want to leave this ridiculous, incompetent, and deceitful company to go with EE. I was on the phone for 1 hour 25 mins, and after being passed from one call handler to another I ended up talking to someone in the UK in retentions. They explained that although they feel my pain when I explained the story to them, if I want my PAC code to leave, I need to pay a early termination force of over £100. 

 

Needless to to say I was not very happy at this. Due to the fact they sold me an e-sim which I bought in good faith expecting it to work, however 5 weeks on its still not connected.

 

 After demanding I speak to a supervisor, they told me they are busy, I said I'd wait, 10 mins later on hold  they came back and said they have now left for the day! 

 

I am am so angry I will now be contacting OFCOM, with all the emails and documents I have got, they will be held to account over this.

 

and the more time that has passed it's become less about the watch connection and more about how they treat customers when they have a problem, they literally pass you around from call handler to call handler, until you get bored or run out of time and hang up, this seems to be their business model. 

 

I absolutely regret ther day I left my last provider, just to join these clowns. 

 

 

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3: Seeker

So.....@mark didnt bother getting back to me!

 

todays saga;

I walked back into Brighton Vodafone , the extremly helpful and knowledgeable people there spent 40mins undoing the things that the call centre have done, they set up the watch and phone and it was all working nicely together, I just had to wait until the connecting was made at the cetral connections.

 

Two hours later i get a call from and Irish lady asking why im answering her husbands phone!

 

Vodafone have sycronised my apple watch with a Mobile phone in Ireland!, I am getting all of his phone calls, he is getting none!

 

My phone still works for now. 

 

Utter incompetence. I cannot believe these clowns are a multi-billion pound company.

 

Further updates tomorrow when I speak to OFCOM!

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