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

[dave006]

General Hint:

I keep advising everyone to have a rep create a new line and "Park" your EID and IMEI on that line. The line is not fully activated but waiting for "you" to complete the normal setup on the device. In this case it is your new Apple Watch. Normally the rep is used to parking the IMEI and the ICCID (SIM information). That is why they keep wanting to send you a new SIM. The LTE watch uses the new eSIM. The new eSIM works differently. The ICCID information is not pre assigned anywhere. During the "Activation" process it is generated and stored on the eSIM of your watch.

When you complete the watch setup on your iPhone using the Watch app, it completes the activation steps by contacting the AT&T systems. Then you should receive an email.

Dave
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After I click setup cellular (via the Apple Watch app) I log into myAT&T and then I get dumped into the bill summary screen, with no further guidance/instructions.

Forgot to mention when I go into my details on att site it shows me a new number, assuming that’s for my watch. But, I don’t have a cellular plan show up on the watch.

Any help would be greatly appreciated!!

OK, that's great information. The automated process is confused so you just get dumped at the summary screen.

What type of user id are your using, does it start with a number (likely your primary phone number) or an alpha character?

Next, did you call and have your EID and IMEI added to this new line? If not, I would give that a try. The other option is to have a rep delete this pending line from your account and for you to start over.

However before you start dialing, what plan are you currently on?

Dave

 

[eoblaed]

Your was bought from Apple? (Not att)

I tried one on Friday night and the other yesterday and both same failure

Yes, I pre-ordered from Apple and had it shipped by them directly to the house.

 

[mrJnC]

From the watch, you can remove the Unlimited Wearable plan but based on early testing, it does nothing to the actually Cellular account. This means that you can remove it from the watch but to not be charged $10 a month in an on going basis you should contact your carrier to actually remove the plan from your Cellular account.

Another neat thing, the LTE watch allows you to have multiple wearable and you can switch between them. Just remember that your paired iPhone and your LTE watch have to be on the same post paid billing account to function fully.

Dave

Thx for the response!

Given the intertwined nature of the iPhone and the series 3 LTE watch, will iPhone 8 and X owners get to reexperience this process over the next couple of months? Or should it be much more transparent by having a working watch in the system?

 

[dave006]

I would vote for different but hoping for better!

There are just to many unique configurations out here and for customers with a new iPhone and a new LTE watch it may infact be more challenging. If there is any good news it that there are now reps that have experienced the LTE watch and now know what an eSIM is compared to a SIM, micro-SIM or a nano-SIM.

Dave

 

[TScottTX]

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Yea the Samsung Gear S3 LTE line has to go. It is already complete activated. They have to setup a new line with your EID and IMEI it has to be the AT&T Unlimited Wearable plan.

Dave

Thanks for the info and assist Dave. I'm dialing them up now!

WOW, thanks again Dave! After convincing the CS Rep that yes, that long number was really the SIM (EID number) she got it done and I'm now on cellular, Nymbersync and all.

 

[bsb7140]

General Hint:

I keep advising everyone to have a rep create a new line and "Park" your EID and IMEI on that line. The line is not fully activated but waiting for "you" to complete the normal setup on the device. In this case it is your new Apple Watch. Normally the rep is used to parking the IMEI and the ICCID (SIM information). That is why they keep wanting to send you a new SIM. The LTE watch uses the new eSIM. The new eSIM works differently. The ICCID information is not pre assigned anywhere. During the "Activation" process it is generated and stored on the eSIM of your watch.

When you complete the watch setup on your iPhone using the Watch app, it completes the activation steps by contacting the AT&T systems. Then you should receive an email.

Dave
[doublepost=1506282891][/doublepost]
OK, that's great information. The automated process is confused so you just get dumped at the summary screen.

What type of user id are your using, does it start with a number (likely your primary phone number) or an alpha character?

Next, did you call and have your EID and IMEI added to this new line? If not, I would give that a try. The other option is to have a rep delete this pending line from your account and for you to start over.

However before you start dialing, what plan are you currently on?

Dave

So here is my situation... when my watch rolls over to LTE I can complete a call and use iMessage but regular SMS and other apps that utilize data do not work. Do you have any suggestions?

 

[dave006]

So here is my situation... when my watch rolls over to LTE I can complete a call and use iMessage but regular SMS and other apps that utilize data do not work. Do you have any suggestions?

OK let's start at a baseline. Your iPhone needs to on and connected to your carrier's network via cellular or via Wi-Fi connection to the carrier. The ability to use SMS/MMS Txt requires this.

We can cover your other Apps after we get SMS/MMS working.

Dave

 

[bsb7140]

OK let's start at a baseline. Your iPhone needs to on and connected to your carrier's network via cellular or via Wi-Fi connection to the carrier. The ability to use SMS/MMS Txt requires this.

We can cover your other Apps after we get SMS/MMS working.

Dave

So that I understand... the phone has to be on at all times for the watch to work in LTE? No matter where the phone is, it just needs to be on? I can power my phone off completely and the watch switch over to LTE and complete a call and iMessage but other functions dont work. When the watch is in proximity to the phone all functions work because its using the phones connection. But when the watch it solely utilizing its LTE connection it only seems to be partially functioning.

 

[dave006]

So that I understand... the phone has to be on at all times for the watch to work in LTE? No matter where the phone is, it just needs to be on? I can power my phone off completely and the watch switch over to LTE and complete a call and iMessage but other functions dont work. When the watch is in proximity to the phone all functions work because its using the phones connection. But when the watch it solely utilizing its LTE connection it only seems to be partially functioning.

It is more then the iPhone needs to be on, it must be connected to your carrier it does not have to be anywhere near your LTE watch, just needs to be on the carrier network. Some customer had their iPhone on but in Airplane mode, that does not work to use SMS/MMS Txts.

Yes when your iPhone is powered off or not connected to the carrier network, you can't use SMS/MMS Txts but you can make cellular calls and send / receive iMessages.

The reason for this restriction is because of how the NumberSyc feature is implemented by the carriers. It is not an AT&T thing, I know it is the same for T-Mobile and Verizon.

The real reason in my personal opinion is that is done to allow for SMS/MMS message syncing with the paired iPhone. Remember, the LTE watch is paired to a host, so the host has to be on for full function. The LTE Watch is not a standalone LTE Device! For, example you can't connect to new Wi-Fi networks, only known ones.

Dave

 

[bsb7140]

It is more then the iPhone needs to be on, it must be connected to your carrier it does not have to be anywhere near your LTE watch, just needs to be on the carrier network. Some customer had their iPhone on but in Airplane mode, that does not work to use SMS/MMS Txts.

Yes when your iPhone is powered off or not connected to the carrier network, you can't use SMS/MMS Txts but you can make cellular calls and send / receive iMessages.

The reason for this restriction is because of how the NumberSyc feature is implemented by the carriers. It is not an AT&T thing, I know it is the same for T-Mobile and Verizon.

The real reason in my personal opinion is that is done to allow for SMS/MMS message syncing with the paired iPhone. Remember, the LTE watch is paired to a host, so the host has to be on for full function. The LTE Watch is not a standalone LTE Device! For, example you can't connect to new Wi-Fi networks, only known ones.

Dave

Got it, then I guess mine is working? But I have tried to wander off from my phone and send a regular SMS and it does not send. I just walked 35 feet down the hall, watch switched to LTE tried to send a regular text and it fails.

 

[dave006]

...But when the watch it solely utilizing its LTE connection it only seems to be partially functioning.

One thing to add, other apps for the Watch also require the iPhone to be reachable. As we progress, I expect many of the watch apps to be updated to work stand-alone on the Watch were possible, especially since the LTE watch comes with 16GB.

Dave
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Got it, then I guess mine is working? But I have tried to wander off from my phone and send a regular SMS and it does not send.

No that's not the correct behavior unless your iPhone was not connect to the carrier. It should work when you wander off, take a short walk or even drive across the country.

So to summarize, you can make cellular calls use iMessage from your watch while away from Bluetooth or Wi-Fi connectivity to your iPhone while the iPhone is on and connected the carrier?

Dave

 

[bsb7140]

One thing to add, other apps for the Watch also require the iPhone to be reachable. As we progress, I expect many of the watch apps to be updated to work stand-alone on the Watch were possible, especially since the LTE watch comes with 16GB.

Dave
[doublepost=1506287323][/doublepost]
No that's not the correct behavior unless your iPhone was not connect to the carrier. It should work when you wander off, take a short walk or even drive across the country.

So to summarize, you can make cellular calls use iMessage from your watch while away from Bluetooth or Wi-Fi connectivity to your iPhone while the iPhone is on and connected the carrier?

Dave

Correct when away from phone iMessage and calls will work... regular SMS and other items that would use data do not.

 

[dave006]

Correct when away from phone iMessage and calls will work... regular SMS and other items that would use data do not.

But your iPhone is on and connected to the carrier?

Dave

 

[bsb7140]

But your iPhone is on and connected to the carrier?

Dave

Correct... on and full bars

 

[lenard]

Finally broke down and made the call to 800 331 0500. Asked for wireless wearable plan, gave both EID and IMEI and still nothing. Called again and this rep had just woke up, had idea what the plan was, could not find it. So I went to THE att corporate store. Waited about an hour or so, by time someone was going to help me, I tried the setup on the watch app and process went thru with flying colors. So it looks that the setup of a wireless wearable is the problem, some time it works and sometime it does not. If it does not work during setup of the watch, you might have to make that call. Glad this is OVER.....

 

[dstew201]

I’m talking to the rep now. Appearantly I’m on the wrong plan(?)... he hasn’t gotten back to me yet. When did Apple or att expect to inform customers of this new data plan??

I need ulimited plus or choice, right now I have unlimited!! Argh!!

I log into att with my email address starting with alphanumeric and my IMEI AND EID are attached to the new line.

 

[dave006]

Correct... on and full bars

Appears that you may be on the wrong plan we need to verify the settings on your iPhone and the watch but first let's se what the system thinks about your watch.

When your log in to myAT&T do you see the Unlimited Wearable plan for $10 listed on a line with a new number the you should not recognize?

Dave

 

[bsb7140]

Appears that you may be on the wrong plan we need to verify the settings on your iPhone and the watch but first let's se what the system thinks about your watch.

When your log in to myAT&T do you see the Unlimited Wearable plan for $10 listed on a line with a new number the you should not recognize?

Dave

Negative. I see the watch with a new number but there is no plan listed on the line. When I go to manage my device and features its just blank.

 

[Senfinger]

Have a wild issue, was able to make calls no issue. Setup is ATT with a Ip6 and finally able to text/sms on lte with airplane mode on. (GPS, Weather works too)

However, native email app doesn’t connect and shows red phone disconnect and so does anything else app related Spark, Instagram etc. I have spent hours on it and no go. Have a senior system engineer at Apple calling me tomorrow. Sure hope it can be fixed...

 

[bsb7140]

Have a wild issue, was able to make calls no issue. Setup is ATT with a Ip6 and finally able to text/sms on lte with airplane mode on. (GPS, Weather works too)

However, native email app doesn’t connect and shows red phone disconnect and so does anything else app related Spark, Instagram etc. I have spent hours on it and no go. Have a senior system engineer at Apple calling me tomorrow. Sure hope it can be fixed...

Same problem I am having... follow the thread with Dave006 he's helping me to work through this.

 

[Senfinger]

Same problem I am having... follow the thread with Dave006 he's helping me to work through this.

Thanks and looks like this is the thread! : )

 

[dave006]

Negative. I see the watch with a new number but there is no plan listed on the line. When I go to manage my device and features its just blank.

That would explain the issue you are seeing, this plan is specifically required to make the LTE watch and your iPhone connect via the carriers cellular network.

The $10 AT&T Unlimited Wearable plan must be assigned to that line. That is what is initially wrong. Call and the rep should be able to add the correct plan to this phone number.

Dave

 

[bsb7140]

That would explain the issue you are seeing, this plan is specifically required to make the LTE watch and your iPhone connect via the carriers cellular network.

The $10 AT&T Unlimited Wearable plan must be assigned to that line. That is what is initially wrong. Call and the rep should be able to add the correct plan to this phone number.

Dave

I am talking to a rep now, she says its there... but I can't see where that plan is added anywhere on my side.

 

[dave006]

Hmm, ask her if she would mind removing it and re-add it.

Dave

 

[bsb7140]

Hmm, ask her if she would mind removing it and re-add it.

Dave

I'll have them try... this was their response when asking if the 10$ plan was there

I see the Apple watch is linked to to the line (xxx) xxx-xxxx and it's having access for $10 to the Mobile Share Advantage 10GB

Just out of curiosity... where should the rep be seeing the EID? They claim to not see this number anywhere.