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iOS

Problem with connect Apple Watch with mobile plan

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4: Newbie

Hello. (I’m sorry for my language but it’s not my native language)  I have a problem with my Apple Watch series 4 - almost 3 weeks ago I started my “never ending story” with Vodafone and their great offer “Apple watch 4 with cellular”.

 

 I bought Apple Watch from Apple and first thing which I made was call to 191 to activate cellular (I just need it at work because I cannot use handset there). I’ve got information about that it will be activated in 48h. After few days when there was no result I decided to go to Vodafone store. They have found an issue with their system, we signed new contract and again “48 hours to activate”. This step has been made two more times later and when I was there last time the store manager told me “there is everything fine on our side - you have to contact with Apple because it’s something wrong with your watch”. I went to Apple then (on the same street) and I’ve got information (what wasn’t surprisingly at all) “it’s something on Vodafone side because watch works good”.  So we have “pass the buck’ in practice. 

 

How it looks like on my side: “In the Watch app on my iPhone, I press Mobile Data. Vodafone is already there, and it starts 'Activating' it, then brings me to a white page asking me to wait, but this pops up quickly then it just brings me back to the front menu screen on the Watch app, and nothing has happened on my Watch, no cellular.”

 

I’ve decided that there is no point to continue going to Vodafone store because they have no idea what is Apple Watch and how to connect it. Time has come to 191 and online support. Both of them have the same story about it - “our technical support works on it - you have to wait 24h” - no details, no calls back, no nothing just wait and wait. On one of those conversations I’ve got 5£ compensation (thank you - parking tickets in city centre were more expensive). Two days ago I heard that “it’s almost done - 24h” - ok then I’ll wait. Yesterday I heard “it’s almost done - 24h”. Today’s morning I heard “it’s nearly there “two hours” (hooray!). Few minutes ago I called there and I heard something new: “7 days”. 

 

After all of those I still cannot call from my watch and as you see they still don’t have solution for that. I don’t know - am I only one with this problem or what? Please answer me anything what to do with this situation. 

 

 

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1 ACCEPTED SOLUTION

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MRZ 2: Seeker
2: Seeker

It's okay Joe, I've returned my Apple Watch as I have zero confidence that Vodafone is able to resolve this issue - better get out now before i'm stuck with something that i cant use to it's full potential. Will wait for contract with Vodafone to finish before I switch to EE and then buy a new watch again, as it appears they seem to know what they're doing.

 

Thanks for the shout though. Word of advice - you clearly do not have a fix for this issue, get your techies together and find a solution before you lose more customers. 

 

 

 

 

 

 

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83 REPLIES 83
Moderator

@GrandL It's disappointing to see that you've been experiencing these issues with your new Apple Watch. So that we can take a look into your account and help with this, please follow the details I've sent in the private message you'll receive shortly. A member of our team will then be in touch.

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4: Newbie

Here I have the same problem as with 191  - no one answered after 48 hours.... is it a rule or something? You gave me link, code and I’ve sent that question but without any answer. What is going on?

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4: Newbie

Must be a Vodafone rule, the Twitter team are the same. 

Ask you for a verification code at 4pm you reply instantly and don’t get a reply until 4am in the morning or something stupid!

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4: Newbie

@Natasha @Adam I'm still waiting. 27 days...

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Attachments

Administrator

@GrandL If you've contacted us using the link sent previously via private message, then you'll have a reference number for your query. If you let us know this code, we'll chase this up for you - it looks like [#12233445] 🙂

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4: Newbie

Alex if you find some time Please check #19933974.

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Moderator

@GrandL Thanks for confirming your reference number - I can see you've been discussing this with us via email. We've received your latest message and a member of our team will be in touch again as soon as possible 😊

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4: Newbie

Colleen they still didn’t solve this problem. I’ve been in store few days ago, tech support removed all added numbers on my account (because someone added two watches on my account and I have one), then we started whole thing once again (contract, connection etc) and there is still nothing. 

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4: Newbie

I know how you feel, a month in and they still can’t get mine to work 😡

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Moderator

I'm sorry the in store team were unable to get your issue resolved @GrandL, please reply to our latest email and we'll be happy to pick this up again for you.

Apologies for the delay in getting your Apple Watch paired with your iPhone @MrGibbons, we'll be happy to take a look into this for you. As we'll need access to your account to do this, please contact us by following the instructions in this private message.

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4: Newbie

I’ve got an email about that someone is working on it and today support called with that information as well and refund. I hope it will finally work.

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3: Seeker

Could someone from the tech team contact me also please as I am experiencing the same issue as the others.

 

Many thanks

Rob 

 

 

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4: Newbie

I snet complaint letter about whole this situation to Director of Customer Services and Operations Neil Bladgen. I am waiting 42 days now and last answer from Vodafone support was in Tuesday. I just want to know what is wrong, how to fix it and give a solution for other people what to do in that case.

 

If any moderator on this forum needs my case numer here it is: 

Case number: EFT195 [#19933974]

 

I am patient so I will wait for any answer.

 

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Moderator

@GrandL Thanks for providing your reference number to us. 

I can see we've received your latest email and will be in touch as soon as possible to help.

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4: Newbie

Yesterday someone has been working on my account because there was an information on my account. I hope someone knows what to do with that because I’m waiting 44 days by now.

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4: Newbie

Hello again!

 

It’s my 52nd day of waiting for your help.

 

lasy Sunday I’ve got a message:

 

Hi Karol,

That's great thanks very much for getting back to me with your security code. I've taken a look at the account and I can see that our Specialist team are still on the process of finalising the set up of your Apple Watch service. They'll be in touch with you again in the 24 hrs to provide an update on the connectivity of your watch.

Regards,

Osman
Social Media

Vodafone Limited
Vodafone HQ, The Connection, Newbury, Berkshire, RG14 2FN
Registered in England No 1471587

 

 

 

 

And that hat was the last message from you. I’m still waiting guys!

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4: Newbie

Another lovely day with Vodafone!

 

Today I’ve got a message from our great support!

 

“I’ve taken a look into what our Specialist team have been doing in the background, and can see they’ve processed a disconnection and reconnection on your Apple Watch.

 

The notes indicate that our Technical team believe the issue should be resolved, so please attempt to un-pair your Apple Watch ensuring you click Keep Data Plan, then pair as new.

 

It appears that a member of our Customer Relations team will be in touch with you in order to discuss this with you today.“

 

 

But they didn’t call back - probably they are very busy with my issue. 

 

 

But I found that my account is now “OneNumber Plan”! Of course there is no difference, but I have another clue:  

 

Vodafone has a website

 

https://shop.vodafone.co.uk/mShop/eSim/eligibilityChecker.jsp?

 

There red we can check how’s our ESim. The answer from there is:

 

Thanks for using our Apple Watch Eligibility Checker. It looks like you've already added the maximum number of Vodafone OneNumber subscriptions to your mobile number. For help please call 191

 

I already deleted all backups from my IPhone/Watch but there’s still “maximum number”.

 

 

 

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Highlighted
JGB 2: Seeker
2: Seeker

Hi, I have had as similar exprience. My wife gave me an iWatch Series 4 for Xmas. She purchased it from Apple. On Boxing day I rang 191 to activate my contract. I gave them my watch EID number and re-confirmed my mobile number. Was told it would be activated by midnight that day. It's now 5 days later and no nearer to watch activation. Every day I ring Vodafone Technical support to be told something different each day but "no worries all will be fixed withing 24 hours".... To avoid boring everyone..  over the last 5 days the Vodafone Tech team screwed up my phone sim card so I had to go to my nearest dealer to get it replaced. Yesterday I found they had paired the watch with my wife's phone by mistake. Was then told they needed 24 hours to correct the mistake. I just called in after 30 hours to find the Tech team hadn't initiated the change request, so I now have to wait another 24-48 hours.. Still no nearer resolution and no sign of Vodafone management contacting me to re-assure me it will be fixed.... TOTAL SHAMBLES! and the story continues...Have been with Vodafone for over 20 years, I am now investigating moving 3 family contracts to a new cell provider...

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4: Newbie

@JGB wrote:

Hi, I have had as similar exprience. My wife gave me an iWatch Series 4 for Xmas. She purchased it from Apple. On Boxing day I rang 191 to activate my contract. I gave them my watch EID number and re-confirmed my mobile number. Was told it would be activated by midnight that day. It's now 5 days later and no nearer to watch activation. Every day I ring Vodafone Technical support to be told something different each day but "no worries all will be fixed withing 24 hours".... To avoid boring everyone..  over the last 5 days the Vodafone Tech team screwed up my phone sim card so I had to go to my nearest dealer to get it replaced. Yesterday I found they had paired the watch with my wife's phone by mistake. Was then told they needed 24 hours to correct the mistake. I just called in after 30 hours to find the Tech team hadn't initiated the change request, so I now have to wait another 24-48 hours.. Still no nearer resolution and no sign of Vodafone management contacting me to re-assure me it will be fixed.... TOTAL SHAMBLES! and the story continues...Have been with Vodafone for over 20 years, I am now investigating moving 3 family contracts to a new cell provider...


So I’m not alone. I’m waiting over 70 days and the answer is always the same - “wait for this, wait for that, unpair and pair”. In 70 days people can learn basics of new language but here they have problem with simple connection. 

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