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

[dave006]

The reason that you can't do this Online self-service is because "Individual" lines are not meant to have "other plans" added. This was a design limitation, they never envisioned a "wearable" when they were setup. However the $10 AT&T Unlimited Wearable Plan is a "Special" plan and not a normal cellular device in Carrier speak.

So you have to call or stop by a Corporate Retail location. The reason that I don't mention Dealers or Authorized Agents is because there is no money in for this type of service. They get commission for everything they do for AT&T. A Corporate Retail also earns commissions but they have to do everything even if there is no real commission value in a $10 AT&T Unlimited Wearable plan.

If you were a cynic you might think, hey that's way the reps always want to "add new lines of service", and upgrade your old low value plans. While this does motivate some reps so they can hit their commission plan challenges, many reps just don't know about all the plans, devices and one off add-ons.

Dave

 

[AdellW]

He didn’t add to his grandfathered plan his plan stayed as is they created a new plan simply for wearables that is 10 dollars a month for unlimited. The Apple Watch doesn’t need to be a part of a group it can be on a standalone plan for 10 dollars a month. It’s not the reps trying to get you off the plan you have it’s simply that there is a lack of education around a standalone unlimited data plan for wearables. Att recently launched it and it was specifically for the Apple Watch. Prior to this the only connected wearables that were connected were Samsung gears and those needed to be on a group plan.

There is definitely lack of education with the Att reps but there is no doubt in my mind that the reps have been trained to get as many customers off those old school unlimited data plans as possibble. I don’t blame them, they are just doing there job. Companies are in business to make money after all ! I am a long time stalker of these forums but when I continued to read on multiple threads that people were being told they could not keep their grandfathered plans and were giving them up, I got mad and felt the need to contribute for the first time. These forums have helped me countless times in the past and I hope my experience is a help as well!

 

[MacGod]

DUDE YOURE AMAZING, THAT WORKED!!!!!!

EDIT - so i logged in and it just takes me to the account page, nothing else :/

I had to go through the account page like 7-8 times... that part is an AT&T issue - their server kept kicking me back to login page. After 8 times... it worked... and I was selecting the plan and approving it... process is definitely broken.

 

[ldpm14]

If you keep getting an error stating that you need to have HD voice on your phone, just call them and ask them to enable it BUT DON'T mention the Apple Watch. I called 3 times and each time I mentioned the Apple Watch they immediately said call back tomorrow. But on the 4th call I just asked to have HD voice added and removed and then it let me activate my watch perfectly.

 

[Lobwedgephil]

UPS delivered my watch really late, so just started the process an hour ago, but it went through and activated with no issues. Hopefully that means the process starts improving for others.

 

[dave006]

I had to go through the account page like 7-8 times... that part is an AT&T issue - their server kept kicking me back to login page. After 8 times... it worked... and I was selecting the plan and approving it... process is definitely broken.

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

 

[bunnicula]

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

Except when you pay full price and just add your already-activated SIM.

 

[PTVMan]

OK an hour later and I was ready to pull my hair out but I finally solved it.

As someone else earlier said, if you have an account with multiple lines, YOU HAVE TO DELINK YOUR PHONE LINE WITH NUMBERSYNC FROM YOUR ATT ACCESS ID and then link your wearable to that number. Once you have done this, feel free to link the line back to your account number.

I have no idea why ATT has such a convulated system like this in place but i'm just glad I finally figured it out. It was driving me crazy.

It's not clear what you mean by "YOU HAVE TO DELINK YOUR PHONE LINE WITH NUMBERSYNC FROM YOUR ATT ACCESS ID", especially if numbersync hasn't been activated.

 

[Mbodaat]

I'm just worried because my account is now saying I have three devices even though it's still only showing the two iPhones on the account. Sigh.
[doublepost=1506104925][/doublepost]And it shows the AT&T in the watch app, just as not in use. I guess I need to call.

I’m having this exact same problem!

 

[MrBenC]

DUDE YOURE AMAZING, THAT WORKED!!!!!!

EDIT - so i logged in and it just takes me to the account page, nothing else :/

[doublepost=1506168332][/doublepost]When you log in, what item is showing up? My watch shows up as galaxy tab 4

 

[earthdog]

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.

Thank you thank you thank you!!!

A few things for other to note. When presented with the plans choose the left most tab for the $10.00 wearable plan. Also once you get the email the number has been assigned you will need to return to the Apple Watch app and choose cellular and activate NumberSync.

Thanks again!

 

[michaelbeno]

It's not clear what you mean by "YOU HAVE TO DELINK YOUR PHONE LINE WITH NUMBERSYNC FROM YOUR ATT ACCESS ID", especially if numbersync hasn't been activated.

Same issue here, I think. On with AT&T for the third time now.

To confirm, it seemed to set up with no issue--got all the way to the NumberSync section--but now in the Apple Watch app's cellular settings it says "Set Up Cellular," and when clicked, ends with an error screen saying "Hmmm....something's not right. To sync this device, ask the person who manages your account to call us at 800.331.0500. (EDS4007)"

On the watch, under cellular settings, it says "Plan No SIM" and "Status No Connection."

Seems to be a NumberSync issue on AT&T's end, but who knows. They don't seem to have a clue.

 

[cseggleton]

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

Someone is bucking for a promotion at work!! Yes, the process is broken if this happens every time.

 

[Uccle]

Yup.
[doublepost=1506139177][/doublepost]

Did you reboot your iPhone?

Oh yea... no luck. But thx.

 

[NJRonbo]

So, I spent 20 minutes on the phone with AT&T this morning.

I had to give them all kinds of information from my phone including my EIN number and a very long string of other numbers.

Then I had to give them my driver's license number so they could run a "in house" credit check.

My watch is in the process of being upgraded to LTE right now. The rep is supposed to call me back in 10 minutes to confirm. But, really, this is super crazy what AT&T customers have to do and in no way was this even indicated by Apple when they did their keynote.

 

[jbizzybeetle]

The reason that you can't do this Online self-service is because "Individual" lines are not meant to have "other plans" added. This was a design limitation, they never envisioned a "wearable" when they were setup. However the $10 AT&T Unlimited Wearable Plan is a "Special" plan and not a normal cellular device in Carrier speak.

So you have to call or stop by a Corporate Retail location. The reason that I don't mention Dealers or Authorized Agents is because there is no money in for this type of service. They get commission for everything they do for AT&T. A Corporate Retail also earns commissions but they have to do everything even if there is no real commission value in a $10 AT&T Unlimited Wearable plan.

If you were a cynic you might think, hey that's way the reps always want to "add new lines of service", and upgrade your old low value plans. While this does motivate some reps so they can hit their commission plan challenges, many reps just don't know about all the plans, devices and one off add-ons.

Dave[/QUOTE

Can't find that "mobile plan for adding wearables $10" anywhere on AT&T site.

 

[RMSko]

Here's a possible fix for anyone having issues or for those about to activate (I bought my AP3 through Apple).

I was able to set it up with no problem, however, I first added NumberSync to my specific line (I'm in a family share, but my number isn't the primary number). Here's how I did that:

I logged in to att.com, went to "Devices" and selected my device and then scrolled down until I got to setup NumberSync. I selected that and then got the message:

"You can only sync your wearable to a phone that has its own AT&T Access ID. Does that phone have an ID?"

I selected No and in order to set up a new Access ID. I then got the following message:

"Looks like a User ID has already been created for this account"

It then gave me a bunch of options. I selected "My name isn't on the account, but I want access"

I went through a bunch of steps and it ultimately gave me a new Access ID. I then called AT&T and confirmed that this new Access ID was for my specific cell phone number. As an FYI, it uses the same password as the regular login.

When I set up my new AP3, I used this new Access ID and the regular password and it set it up without any issues whatsoever. For anyone having issues, you may want to try this.

 

[KPOM]

My watch is in the process of being upgraded to LTE right now. The rep is supposed to call me back in 10 minutes to confirm. But, really, this is super crazy what AT&T customers have to do and in no way was this even indicated by Apple when they did their keynote.

"AT&T is going to make the process difficult" doesn't flow well in a keynote. Glad you finally got yours working.

 

[NJRonbo]

"AT&T is going to make the process difficult" doesn't flow well in a keynote. Glad you finally got yours working.

Thanks, but not working yet. Still on phone....

 

[WilliamG]

AT&T is a nightmare to deal with. Reps literally have no idea about this device. One rep told me my order is being reviewed and my Apple Watch will be shipped as soon as the back office finishes reviewing it in 1-2 business days. She sounded completely perplexed when I told her I had the watch and need it just put on my plan.

Next rep was just as hopeless, and 15 mins into the conversation was still asking my name. About ready to give up...

 

[PTVMan]

Here's a possible fix for anyone having issues or for those about to activate (I bought my AP3 through Apple).

I was able to set it up with no problem, however, I first added NumberSync to my specific line (I'm in a family share, but my number isn't the primary number). Here's how I did that:

I logged in to att.com, went to "Devices" and selected my device and then scrolled down until I got to setup NumberSync. I selected that and then got the message:

"You can only sync your wearable to a phone that has its own AT&T Access ID. Does that phone have an ID?"

I selected No and in order to set up a new Access ID. I then got the following message:

"Looks like a User ID has already been created for this account"

It then gave me a bunch of options. I selected "My name isn't on the account, but I want access"

I went through a bunch of steps and it ultimately gave me a new Access ID. I then called AT&T and confirmed that this new Access ID was for my specific cell phone number. As an FYI, it uses the same password as the regular login.

When I set up my new AP3, I used this new Access ID and the regular password and it set it up without any issues whatsoever. For anyone having issues, you may want to try this.

I tried this. However when I select my line it goes directly to asking me for the ATT Access ID. However, when I select my wife's line (which will NOT be using my AW) I get prompts for creating an ID (see attachment).

 

[WilliamG]

Same issue here, I think. On with AT&T for the third time now.

To confirm, it seemed to set up with no issue--got all the way to the NumberSync section--but now in the Apple Watch app's cellular settings it says "Set Up Cellular," and when clicked, ends with an error screen saying "Hmmm....something's not right. To sync this device, ask the person who manages your account to call us at 800.331.0500. (EDS4007)"

On the watch, under cellular settings, it says "Plan No SIM" and "Status No Connection."

Seems to be a NumberSync issue on AT&T's end, but who knows. They don't seem to have a clue.

I have the same message. No idea what to do at this point.

 

[NJRonbo]

My rep just gave up.

He gave me a second line. He put all the numbers in the system, however now he is saying that the AT&T server is so bogged down with all these activations that they just can't get them done for people and whatever they are putting into the system will take a few hours to take effect.

He said to be sure to turn the watch on and off in the next few hours for the changes to occur.

I just wrote a very angry letter to Tim Cook, which of course, will be read by corporate. They usually always contact me afterward.

 

[840quadra]

Same issue here, I think. On with AT&T for the third time now.

To confirm, it seemed to set up with no issue--got all the way to the NumberSync section--but now in the Apple Watch app's cellular settings it says "Set Up Cellular," and when clicked, ends with an error screen saying "Hmmm....something's not right. To sync this device, ask the person who manages your account to call us at 800.331.0500. (EDS4007)"

On the watch, under cellular settings, it says "Plan No SIM" and "Status No Connection."

Seems to be a NumberSync issue on AT&T's end, but who knows. They don't seem to have a clue.

Did you call that number on the watch? That was number I called and received expert help and got my watch working within an hour. I strongly suggest calling that number let them know you’re having a number sync issue . Also make sure that the phone you are pairing to is in their database as being LTE capable, that was a hurdle in my case as well. Their system showed my current phone as being an iPhone 5s when the phone was actually an iPhone 7 which is supported.

A good way to test if your account is set up properly for number sync, it’s to see if you could enable Wi-Fi calling in the phone setting page.

 

[FoxD]

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...