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

[Scotty_T]

So at this point I was able to go thru everything, order processes again but says I have to call in.
I gave them the order # and they said because I tried too many times they cannot help me and I have to go to an AT&T Retail store to activate my watch.

Very sad but I will try tonight. No one has mentioned that since I started trying on Friday.

 

[HeadphoneAddict]

@Dave, I wish that you were the one I was talking to at ATT who could get me activated. Sigh...

 

[sdsvtdriver]

Agreed. If there were only more Dave's working at AT&T!
[doublepost=1506554384][/doublepost]So I'm a glutton for punishment. Back on the phone - agent says the $10 unlimited wearable can't be added to my original grandfathered UDP. After some discussion, she said it isn't popping up as an option - it would only pop up as an option for new plans. I reiterated the plan and others have it working and she asked of I had a CSD (or something) #. Back on hold...

transferred me to Apple support.

Apple brought in AT&T again. lol.

transferring me to another department. made sure to offer me a $.99 Samsung tablet ... with Apple on the phone.

Rep said the "DMDR" department reported to her I had to activate through the app or go into a store. We disconnected with AT&T. Apple guy recommended I try a store and we hung up.

The incompetence at AT&T is truly amazing.

The odd thing is i do not have a wearable plan on my account, however when i go to activate cellular, it says 'To sync this device, ask the person who manages your account to call 8003310500 and ask for 'apple watch tech support'

I called in and asked for "Apple watch tech support". The lady was nice and was clearly IM'ing someone while we were on the line. She stated I needed a new plan. I shared that others get it to work with the grandfathered plan. She said they were doing that but it didn't work so they require the new unlimited or MS plans.

Total time spend on the phone with AT&T 4:15. End result - non working LTE watch.

Not sure if I will keep the watch at this point.

 

[southerndoc]

That's is very odd since that is a required pre-req so that should have been called out like HD Voice is in the setup.

I did turn off wifi and disabled my MicroCell. So I was connected to LTE (1 bar only).

 

[HeadphoneAddict]

@Dave - So it turns out that not only did the rep add a number with my AWS3 IMEI and EID to our account, but instead of "parking" it SHE ACTIVATED it manually, but I didn't know that during all the times I've tried to set up cellular today!

I just told her the Apple Watch app needs to activate it, and the line with my EID and IMEI was only supposed to be parked. Right?

The Apple Watch app on the iPhone was still failing to set up cellular, and the last time she'd had me try skipping cellular, to set up later on the phone, and we let the watch finish syncing everything else. Then we tried to set up cellular with the Apple watch when it finished setting up everything else - but when it failed to activate again she said, "that's not possible because I activated the watch."

She is going to see if we need to wipe the Apple watch completely in case the eSIM was activated or filled in with something, or whether she just needs to delete the active device's EID and IMEI and do it again but only park it. Then I can try again.

On my account the "view profile > account users" screen showed 12 users, including the new AW phone number, and device management page showed just the 7 iPhones and 4 iPads, but not the AW. So, I await her return call.

EDIT - (*^^%#)(&!!!!!

They asked me to reset the AW3 and start over, AND I RESET MY S2 AW BY ACCIDENT! - NOW I HAVE TO RESYNC MY PERFECTLY WORKING S2 WATCH AGAIN TOO!!! ARGH!!!!!

 

[lenard]

All the reps have talked about a $10 plan, because I don't have an unlimited data plan. It's that they say my 30GB mobile share with roll over is not compatible. They won't do the $10 Unlimited Wearable Plan becauseI have the wrong rate plan.

Not true. I have mobile share 10GB with rollover and I have the wearables plan. By the way all Mobile Share plans are actually Mobile Share Advantage plans, I think that is what it says on the top of your bill...it does on mines...

 

[unbound spiral]

Yes I received a text when NumberSync was setup.

You are going to need to go through NumberSync again. It appears that it did not complete. Just confirming that you never received an email or text with something like "Welcome to NumberSync..."
ca
Dave

Ok... now on with AT&T having got them to understand am having call routing problems. After they updated the IMEI record for the Watch number not the iPhone number on cellular could be called. The phone calls continued to go to voicemail.

So the tech has me unpair and delete the plan and now repairing. AND of course they don't know what the XXX they are doing. SO now I have EDS 0241 and the it now says to ask for Apple Watch Tech Support at the CS number!.

So we know I have no cellular again now and I'm back to square one! This is beyond useless! Tech support comes back and I am now unpairing the incomplete pairing yet again. I am 1:15 into this call! So that makes it about 15+ hours on trying to get this resolved. I MUST BE CRAZY and yes really do have better things to do. And after another screen never seen before I am back to 0241 again...

 

[HeadphoneAddict]

It was showing a SIM unavailable in the system (and no SIM on the watch), so they refreshed the EID and then was successful to get a new SIM, and then it showed "release" and was ready to go, so he had me restart both devices.

SUCCESS on the setup process. Now syncing all my data over...

 

[montpyt]

They’ve changed this error message....now there’s Apple Watch Tech Support

 

[bsb7140]

So I talked to maybe one of the few only helpful ATT agents just now re: sms not working. We didn't get it working but he said there are massive problems on the back end that are causing all these issues. Duh. Basically Apple had a vision of all this would work and the activations would work and AT&T told them it wouldn't work that way, but they forged on anyways. So yes, they realize there are problems. No, they don't have fixes for everything.... just going to have to be patient I suppose until Apple gets on the same page as the carriers.
[doublepost=1506559548][/doublepost]

They’ve changed this error message....now there’s Apple Watch Tech Support

There is... I got a call back from them with a number to call but of course, one digit was unreadable on the voicemail.

 

[sdsvtdriver]

They’ve changed this error message....now there’s Apple Watch Tech Support

I think this just consolidates calls to a group that tries to force you to new plans. I've tried a few times today to get the $10 Unlimited Wearable plan added to my GUDP, but they're saying they can't/don't have the option to do so anymore.

 

[dave006]

.

 

[unbound spiral]

It was showing a SIM unavailable in the system (and no SIM on the watch), so they refreshed the EID and then was successful to get a new SIM, and then it showed "release" and was ready to go, so he had me restart both devices.

SUCCESS on the setup process. Now syncing all my data over...

This was very useful instruction - When we did it we then added the watch as a new device. The other faulty number for the watch is now deleted.

 

[dave006]

Anyone else have the HD Voice problem? I don’t know how to get around it. I thought about returning the watch & ordering straight from AT&T but that doesn’t guarantee they can fix the problem.

It is not a problem with the watch, the error as presented points to your mom's iPhone 7+. The first item is to inquire in the history of the hardware, there might be some missing LTE bands. So what can you tell us about the history her iPhone? Just kidding, we really need to know the Model information from Settings > General > Model

Was it initially purchased directly from AT&T or Apple to be used on AT&T? These combinations should be good to go bu the Model information should provide exactly where it can from and the initial Carrier.

The other thing that may be lurking is the verify that she has Wi-Fi calling already activated. Have you checked to verify by going to Setting >Phone > Wi-Fi Calling On/Off. Since it is required to make everything work, why not check it out.
Dave

 

[montpyt]

For me, I’m sure having all those devices in the NumberSync address section probably doesn’t help.

Maybe now that they have a dedicated crack team of Apple Watch techs, things will get fixed...lol

 

[dave006]

So at this point I was able to go thru everything, order processes again but says I have to call in.
I gave them the order # and they said because I tried too many times they cannot help me and I have to go to an AT&T Retail store to activate my watch.

Very sad but I will try tonight. No one has mentioned that since I started trying on Friday.

Yea that sounds very speciously like the "you need a new SIM" story.

Dave

 

[unbound spiral]

It is not a problem with the watch, the error as presented points to your mom's iPhone 7+. The first item is to inquire in the history of the hardware, there might be some missing LTE bands. So what can you tell us about the history her iPhone? Just kidding, we really need to know the Model information from Settings > General > Model

Was it initially purchased directly from AT&T or Apple to be used on AT&T? These combinations should be good to go bu the Model information should provide exactly where it can from and the initial Carrier.

The other thing that may be lurking is the verify that she has Wi-Fi calling already activated. Have you checked to verify by going to Setting >Phone > Wi-Fi Calling On/Off. Since it is required to make everything work, why not check it out.
Dave

I had this error. While my Sim had been upgraded the phone that AT&T had listed was still an iPhone 5s that I was trying to link it to. This error is corrected when AT&T puts in the right Information for your Latest iPhone. Get them to fix the phone listing. Then it can accept the package.

 

[dave006]

Not true. I have mobile share 10GB with rollover and I have the wearables plan. By the way all Mobile Share plans are actually Mobile Share Advantage plans, I think that is what it says on the top of your bill...it does on mines...

Thanks for the verification. Could you share the exact name of the plan that is listed for your watch on the Mobile Share Advantage plan?
[doublepost=1506563726][/doublepost]

It was showing a SIM unavailable in the system (and no SIM on the watch), so they refreshed the EID and then was successful to get a new SIM, and then it showed "release" and was ready to go, so he had me restart both devices.

SUCCESS on the setup process. Now syncing all my data over...

Great, yet another successful add to an "invalid" plan, only about 999,999,999 to go. The work is never done.

What the rep entered the 20 digit EID and did not make any errors this time. Did you keep track of the number of times you have been down the "Park" the EID line.

Just for fun, what is the actual name of the plan that they assigned to your Watch?

Dave

 

[HeadphoneAddict]

This was very useful instruction - When we did it we then added the watch as a new device. The other faulty number for the watch is now deleted.

Yeah, they kept the number and refreshed the EID to get a working eSIM applied to the line. It wasn't a faulty number, just the EID didn't get accepted and processed right the first time.

 

[dave006]

For me, I’m sure having all those devices in the NumberSync address section probably doesn’t help.

Maybe now that they have a dedicated crack team of Apple Watch techs, things will get fixed...lol

I have not forgotten you but I don't have a fix yet.

Dave

 

[Sgt93]

I just picked up my watch and it took me all of 45 seconds to complete the ATT setup. I'm so thankful I didn't have some of the issues that some experienced.

 

[montpyt]

I have not forgotten you but I don't have a fix yet.

Dave

No worries, it’s been since Friday...what’s one more day?

 

[sdsvtdriver]

Dave,

Do you have any information w/r/t AT&T policy changes? I had more issues today with reps telling me they can't add the $10 UW plan to my account (i.e. it isn't showing up for them) than technical problems.

 

[HDJulie]

It is not a problem with the watch, the error as presented points to your mom's iPhone 7+. The first item is to inquire in the history of the hardware, there might be some missing LTE bands. So what can you tell us about the history her iPhone? Just kidding, we really need to know the Model information from Settings > General > Model

Was it initially purchased directly from AT&T or Apple to be used on AT&T? These combinations should be good to go bu the Model information should provide exactly where it can from and the initial Carrier.

The other thing that may be lurking is the verify that she has Wi-Fi calling already activated. Have you checked to verify by going to Setting >Phone > Wi-Fi Calling On/Off. Since it is required to make everything work, why not check it out.
Dave

The phone was ordered through AT&T last year during the preorders. I’ll have her check the WiFi calling.

 

[HeadphoneAddict]

Great, yet another successful add to an "invalid" plan, only about 999,999,999 to go. The work is never done.

What the rep entered the 20 digit EID and did not make any errors this time. Did you keep track of the number of times you have been down the "Park" the EID line.

Just for fun, what is the actual name of the plan that they assigned to your Watch?

Dave

Yeah, no errors this time entering the 20 digit EID, although the shorter IMEI would have been easier.

Between the call last night, and the 7 calls today that lasted over 5 hours, I had to tell 5 different people to park the EID. The second to last almost did it right, but the last one did the trick. I also see that I activated and canceled my Chase card on my watch's apple wallet 6 times today, due to all the failed attempts to set up the watch.

The second to last person that I spoke to told me my watch was on the $10 Unlimited Data Wearable Plan. I didn't think to ask the final gentleman who got everything fixed if that was still the case.

Although I accidentally un-paired my 3 month old S2 Watch in the process, now that my S3 is working I can hand down my un-paired S2 to my son this Friday when he comes to visit from college, and he will hand his S1 down to his sister.