I can't activate cellular on my wife's Apple Watch 3 with LTE with T-Mobile. Spent an hour on the phone with T-Mobile; the reps are acting as though they were not trained for the launch of the Apple Watch 3 with LTE. One rep said she would transfer me to Apple support but instead transferred me to another rep. She went through the same script and 30 minutes later, she said she would transfer me to Apple support, and then blind-transferred me to Apple. I was hoping she would be on the call with Apple, but she was gone.
Apple support had no clue what Apple Watch Series 3 with LTE was. The dude didn't know that Apple Watch Series 2 had no LTE. Finally, he told me I needed to call T-Mobile. I told him it was unacceptable and demanded to talk to the group that was set up for the launch of Apple Watch with LTE to handle any release-day issues. He said he found such a group and transferred me to another person. That dude was in the Apple Watch support group. The dude didn't know basic things about Apple watch. He told me that Apple watch cannot connect to Wi-Fi if I turn Wi-Fi off on the iPhone. He said there was an issue with Wi-Fi LTE on Apple Watch Series 3, and he thought that issue affected the activation of LTE on the new Apple watch (of course, that is a completely different issue that has nothing to do with activation of the cellular service). He made me unpair the Apple watch from the iPhone and pair it again as a new watch (rather than restoring the backup of my wife's Apple Watch Series 2). The activation failed no matter what he tried. Finally, he told me I needed to backup my iPhone and factory-default it. I told him I'd had enough of his complete incompetence and hung up on him.
Shortly thereafter, T-Mobile sent me a text with the survey of my experience with their support. I gave T-Mobile all 0s. Ten minutes later, I received a call from T-Mobile based on my negative feedback. The guy said he was going to get to the bottom of it, and he mentioned this was a system-wide issue. I told him that I wasn't claiming it was a system-wide issue and that the issue may be just with my account, especially because I set up my account as a business account. He told me that as more and more Apple Watch Series 3 with LTE are being delivered to customers, especially on the West Coast now, they are getting an increasing amount of calls about LTE activation failing. He said he will try to get to the bottom of this and will call me back within 2 hours.
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What happens is that when you try to activate LTE during the Apple Watch paring process or after the watch is pared (without LTE activation), you are taken to the T-Mobile page that prompts you for the last 4 digits of your SSN. Once you enter the last four digits of the SSN and press Next, you get an Activation Error message that says that you should call T-Mobile for support. T-Mobile support is completely unprepared for dealing with this today.
Apple support had no clue what Apple Watch Series 3 with LTE was. The dude didn't know that Apple Watch Series 2 had no LTE. Finally, he told me I needed to call T-Mobile. I told him it was unacceptable and demanded to talk to the group that was set up for the launch of Apple Watch with LTE to handle any release-day issues. He said he found such a group and transferred me to another person. That dude was in the Apple Watch support group. The dude didn't know basic things about Apple watch. He told me that Apple watch cannot connect to Wi-Fi if I turn Wi-Fi off on the iPhone. He said there was an issue with Wi-Fi LTE on Apple Watch Series 3, and he thought that issue affected the activation of LTE on the new Apple watch (of course, that is a completely different issue that has nothing to do with activation of the cellular service). He made me unpair the Apple watch from the iPhone and pair it again as a new watch (rather than restoring the backup of my wife's Apple Watch Series 2). The activation failed no matter what he tried. Finally, he told me I needed to backup my iPhone and factory-default it. I told him I'd had enough of his complete incompetence and hung up on him.
Shortly thereafter, T-Mobile sent me a text with the survey of my experience with their support. I gave T-Mobile all 0s. Ten minutes later, I received a call from T-Mobile based on my negative feedback. The guy said he was going to get to the bottom of it, and he mentioned this was a system-wide issue. I told him that I wasn't claiming it was a system-wide issue and that the issue may be just with my account, especially because I set up my account as a business account. He told me that as more and more Apple Watch Series 3 with LTE are being delivered to customers, especially on the West Coast now, they are getting an increasing amount of calls about LTE activation failing. He said he will try to get to the bottom of this and will call me back within 2 hours.
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What happens is that when you try to activate LTE during the Apple Watch paring process or after the watch is pared (without LTE activation), you are taken to the T-Mobile page that prompts you for the last 4 digits of your SSN. Once you enter the last four digits of the SSN and press Next, you get an Activation Error message that says that you should call T-Mobile for support. T-Mobile support is completely unprepared for dealing with this today.
