Cannot set up cellular on Series 3: Says AT&T not supported

[WilliamG]

FYI,

I went to the ATT store. We received this message multiple times:
"Hmmm....something's not right. To sync this device, ask the person who manages your account to call us at 800.331.0500. (EDS4007)"
Finally, she got it to work and this was on the old grandfathered plan. I pay just $10 more a month too. That said, I will probably switch to the new Unlimited Plus plan since we have four lines total with the kids. They are on Cricket now but we will save if we move them to ATT.

I would say if it is just one person, the old grandfathered plan is still best. If two people, it is about the same price for old grandfathered or Unlimited Plus. If more than 3, the new Plus plan is better. We lose our 25% discount but new Plus plan is still cheaper.
I just hope there is not a catch...

How did you get past that sync error????

 

[NJRonbo]

On the phone with AT&T again. They are saying to wait for a software update that Apple will be pushing to fix activation issues.

 

[WilliamG]

Another hour on the phone. I have given up.

 

[southerndoc]

Hi guys for what it’s worth I’m hoping this helps you out if my situation is similar to yours. I am on a corporate FAN and have online account access through att premier.

Like many others I was getting constant errors all day trying to setup my new ceramic series 3. After an hour with tech support, which is an utter and complete joke (they were reading things off paper with me on the phone), I took things into my own hands.

I went on to the premier portal and went to shop. It will prompt you with some options, I chose bring a device to att. In the next few screens it prompted me for imei and eid (both can be found in the Watch app on your iPhone with your paired series 3 under general, about). It then promted me to select a plan (only one was available - mobile share for wearables at $10 per month). A few more screens of info to fill in, and voila order complete. Several minutes later email confirmations from att with my new watch phone number. Few minutes later went back into watch app and checked cellular and it had been activated.

I know this may not help everyone but it seemed lots of business customers were having trouble so I hope this helps.

I tried this, but when I got to the login screen I received a message from AT&T stating they are working on a technical issue.

 

[GDMcG]

Update,
I chatted with Apple Support again today, got a call back from another Senior Advisor who confirmed that I had tried everything and we agreed that it seemed to be an issue on AT&T’s end. I asked if she had senior technical contacts at AT&T who could assist. She did, placed me in a call with AT&T technical support. AT&T indicated that there is an activation issue with some accounts from the iPhone Apple Watch apps and that they are trying to work with Apple to resolve with software update / patch. However, they can work around by manually adding the watches to the plan from their end. This required me verbally providing them the IMEI and EID for each watch for each phone number. They then called me back about 20 minutes later, had me reboot watch and go through the cellular activation attempt again from the Apple Watch App on iPhone and this time it went through to complete activation on iPhone Apple Watch app.

TL/DR version:
AT&T Technical support must add Apple Watch to plan and NumberSync manually (need Watch IMEI and EID and iPhone Phone#), reboot watch, Activate Cellular again from Apple Watch app on iPhone and verify cellular service on Apple Watch via Control Center on Watch.

 

[cseggleton]

OK I have success. Here is what I did. Last night added the watch to my account. Rec’d the error message like so many have stated. Numerous calls last night and just gave up This morning did online chat asking if I have HD voice. Confirmed I did. Then I said by the way I tried to add a bring my own device line last night are you seeing this? I’m attaching pics to show my success!! Hope this helps!!

 

[MacGod]

No the process was / is not broken. The issue of being kicked back to the login page means the servers were overloaded and your authenticated "Session" was timing out. This happens every time the Carrier servers are overload by the "Unusual" workload demand. Hey it also happens to Apple, nobody is immune.

You can expect similar issues on Oct 27th when the pre-orders open for the iPhone X start.

Dave

No problem, Dave.

My post might have been misconstrued. The process is broken because the system (ATT servers) were overloaded. You are correct in nailing down the exact problem. My note was more generalized.

 

[840quadra]

On the phone with AT&T again. They are saying to wait for a software update that Apple will be pushing to fix activation issues.

It’s not an Apple issue. It is on their end. Make sure they dig into your account and ensure your LTE is properly setup.

Are you able to get WIFI calling to work on your phone?

 

[smallcoffee]

AT&T has been a ********. Preorderd Watch 3 and AirPods at 3:00 am and I get a message a few days later saying “call this number to not have your order cancelled” wtf?

Ok call and they say there is an issue with my order. K? Don’t give a **** just ship my watch. They end up cancelling he order and I have to reorder. Then they can’t even place an order for AirPods over the phone. K screw you idiots I’ll just buy AirPods at Apple store.

So I go to upgrade my plan a few days later from 3-6 gb. Since I use almost exactly 3gb/month and I know I’ll use more once I get my watch some day. That’s when I get an error. Open up chat, guy is like you have two numbers associated with your account. Ok whatever don’t care just upgrade my plan. Long story short (and I have the transcript) this guy makes me go to the AT&T store to change this and promises me they will have the Apple Watch in stock and ready for pickup. Obviously they didn’t and it was a huge waste of time.

What a ****** customer service experience. I would switch but I don’t like not having a SIM card if I switch to Verizon or something.

 

[mayanred]

Very strange.

Set up my Series 3 watch with a backup from Series 2.

No prompt at the finish of install to sign up for cellular.

Went to the CELLULAR option in the watch app and I get a message saying AT&T does not support Apple Watch.

I know all of this is wrong. Anyone have any ideas here?

Are you missing the SIM card. My SIM is on backorder.

 

[dave006]

Are you missing the SIM card. My SIM is on backorder.

Hmm, the Apple Watch Series 3 LTE can't use a SIM card, it has an eSIM (embedded SIM). The eSIM gets activated during the setup process or later via the Cellular setup steps.

Dave

 

[PTVMan]

ATT totally screwed up my activation chances. I went into the store this morning and after an hour they told me that the EID # has already been assigned and cannot be used for my device. They could not find the actual telephone number associated with my watch or the EID in order to activate number sync. I get the same error when trying to do it on ATT's site:

• The number you entered is already active and can’t be used to activate the service. Enter a different ID, or call us at 800.331.0500. (EAPS520002)

The upshot is they have no idea what to do. I called Apple support, told them the whole sordid story and they are replacing my watch tomorrow. Hopefully it can be easily activated. We'll see.

 

[michaelbeno]

Does anyone know if simply swapping out for another watch it worth a try? Just wondering if AT&T's back end will keep that from being able to work.

 

[dave006]

ATT totally screwed up my activation chances. I went into the store this morning and after an hour they told me that the EID # has already been assigned and cannot be used for my device. They could not find the actual telephone number associated with my watch or the EID in order to activate number sync. I get the same error when trying to do it on ATT's site:

• The number you entered is already active and can’t be used to activate the service. Enter a different ID, or call us at 800.331.0500. (EAPS520002)

The upshot is they have no idea what to do. I called Apple support, told them the whole sordid story and they are replacing my watch tomorrow. Hopefully it can be easily activated. We'll see.

Well you should have the same issue tomorrow. The issue you have is within the AT&T network based on the information you provided. What happens if you log on to myAT&T, do you see the second line with the $10 Unlimited Wearable plan?

You might try this page to trigger the activation on the AT&T service for your watch. Just enter the EID and IMEI

Link; https://www.att.com/shop/easyactivate/coamoffdevice/deviceinfo.html

Or if you want to deal with AT&T again, have them check to see if the IMEI and the EID are assigned to your account on the line for your watch.

Dave
[doublepost=1506192198][/doublepost]

Does anyone know if simply swapping out for another watch it worth a try? Just wondering if AT&T's back end will keep that from being able to work.

It really depends on what the issue is with activating the original watch. The state of the AT&T Workflow may still be broken leaving your account in an odd state. It might also work since you would be providing a new EDI / EMEI pair.

What is your current problem, error message or the state of your watch activation?

Dave

 

[Uccle]

Does anyone know if simply swapping out for another watch it worth a try? Just wondering if AT&T's back end will keep that from being able to work.

Well I ended up doing that even though I am sure it was not necessary.

Long story:
After trying *again* with phone support this morning for over an hour I still couldn’t get it to work. They finally said the SIM card was defective...

Went to Apple store. Returned the watch and they gave me a new one. My store has plenty of SS in stock even though the app shows “unavailable for pickup.”

Tried to set up cellular from the Watch. Did not work.

Went to a different AT&T store (went to one yesterday where the folks were pretty clueless and gave me incorrect info). After about 1/2 hour of work/rebooting...YEAH! I have cell service on the Watch! And I did not need a credit check or a new line charge...”just” the $10/month wearable device charge.

Thank you to all the MacRumors people who helped me in this!

 

[lenard]

This situation is so crazy. I will sit back and relax. My numbers are stuck in Att system saying that they are active, so I thinking like what happen to another person(PTVMan) is that att will not know what to do to fix the situation. May have to use the 14 day return policy and something. Att you suck big time.....

 

[mizzourah]

This is all so crazy. My wife and I each have an apple watch series 3. My wife's watch is added just fine and appears on our account, but the LTE just doesn't work..driving far away from the house, the watch cannot place a call.

My watch cannot be added to the account - it says the EID number is already active and cannot be used to activate an account. Can't even get it put on the account.

This is maddening. And has been hours and hours on the phone with differing levels of understanding. I can't even fathom how to get this watch added to the account at this time.

 

[PTVMan]

This is all so crazy. My wife and I each have an apple watch series 3. My wife's watch is added just fine and appears on our account, but the LTE just doesn't work..driving far away from the house, the watch cannot place a call.

My watch cannot be added to the account - it says the EID number is already active and cannot be used to activate an account. Can't even get it put on the account.

This is maddening.

I was in your exact situation and just finished a chat with AT&T. This rep was able to reset everything on his end. I had to restart my phone, unpair the watch, install watch as new (not from a backup) and it finally works. Do you have the EID #?

 

[mizzourah]

I was in your exact situation and just finished a chat with AT&T. This rep was able to reset everything on his end. I had to restart my phone, unpair the watch, install watch as new (not from a backup) and it finally works. Do you have the EID #?

I do..I guess I could do that, if that's what it will take. I am on my 2nd hour of mostly hold times with a 6th AT&T person so will see if they think that will work. Unpair and set up as new is a bummer, but I will do anything to get this to work.

3 of the 6 people I have talked to said that AT&T was underprepared for this launch. That is an understatement.

 

[lenard]

I was in your exact situation and just finished a chat with AT&T. This rep was able to reset everything on his end. I had to restart my phone, unpair the watch, install watch as new (not from a backup) and it finally works. Do you have the EID #?

I would love to try that but, chat is not available now, I guess they are busy.......

 

[Uccle]

I do..I guess I could do that, if that's what it will take. I am on my 2nd hour of mostly hold times with a 6th AT&T person so will see if they think that will work. Unpair and set up as new is a bummer, but I will do anything to get this to work.

3 of the 6 people I have talked to said that AT&T was underprepared for this launch. That is an understatement.

I was even told that att put out a notice that the activation servers were not working yesterday and that they hadn’t expected watches to start being activated until Monday (because that was when AT&T was told *they’d* get the watches). But I’ve been told so many things, I’d take that with a grain of salt.

 

[JWreck]

Well, lovely AT&T just kicked me out of their store. Same activation issues everyone has had, and they told me there seems to be an issue (no ****). Said they could do nothing to help. I proceeded to tell them others have had success getting it activated and the manager told the rep helping me to cut me loose. Literally said that right in front of me. While I’m simply calmly saying that I’d they don’t know how to do it, that if they need to call someone I can wait.

What a bunch of *******s. Left the area manager a nice long voicemail and I’ll be expecting a call back.

Oh all this after phone support couldn’t help me.
[doublepost=1506195281][/doublepost]The best part was the manager told me “we are giving you 3 months free and waived the activation fee, so what’s the problem?”

What?! That’s quite a bold statement.

 

[Uccle]

Well, lovely AT&T just kicked me out of their store..the manager told the rep helping me to cut me loose.

Sigh... yesterday the reps in the store couldn’t get my watch activated and insisted I purchase a multi-line plan for $40 more a month. When I balked, they suggested I walk across the street (to t-mobile). It was tempting

 

[wknapp0924]

Well I give up. Talked to numerous reps and they don’t know what to do and been at the AT&T store for two hours and they can’t figure the problem out either. Att has dropped the ball completely and now I don’t know when the LTE will be fixed...

 

[JWreck]

Sigh... yesterday the reps in the store couldn’t get my watch activated and insisted I purchase a multi-line plan for $40 more a month. When I balked, they suggested I walk across the street (to t-mobile). It was tempting

Yes! What the hell is wrong with these people? They really just don’t care!