Can't activate Apple Watch 3 with LTE on T-Mobile

Discussion in 'Apple Watch' started by sirozha, Sep 22, 2017.

  1. sirozha macrumors 6502a

    Joined:
    Jan 4, 2008
    #1
    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.

    -----
    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.
     
  2. Alhagar macrumors regular

    Joined:
    Apr 19, 2015
    #2
    2 basic questions (though I have heard that these issues are widespread I had no problem activating on T-Mobile): Do you have a post-paid plan and are you the primary account holder?

     
  3. Ctguy macrumors member

    Joined:
    Jul 31, 2010
    #3
    just got my series 3 lte from Apple. I just spent 30 minutes on the phone with T-Mobile rep and she couldn’t activate, kept asking me about SIM card number, I said I don’t have esim number, so she told me to call Apple to ask for esim number. Anyone has similar issue?
     
  4. sirozha thread starter macrumors 6502a

    Joined:
    Jan 4, 2008
    #4
    I have a post-paid plan and I am a primary account holder. I've just been told that the issue is due to me having purchased the Apple Watch from Apple. I do have a business account with T-Mobile, but T-Mobile has just confirmed that this issue is affecting all types of accounts - both business and regular.
     
  5. sbkevinmichael macrumors member

    sbkevinmichael

    Joined:
    Sep 4, 2017
    Location:
    Anaheim, CA
  6. dave006 Contributor

    dave006

    Joined:
    Jul 3, 2008
    Location:
    Just West of East
    #6
    You don't have a SIM ID#, the Apple Watch Series 3 LTE has a EID that you can provide since the watch is using an eSIM.

    Dave
     
  7. ronm99 macrumors 6502

    Joined:
    Jan 13, 2012
    #7
    Was your watch not able to activate when you paired it? While I was going through the pairing process, my phone asked me if I wanted to enable cellular. I clicked yes, it asked me for the last 4 of my social security #, I clicked a bunch of terms of service agreements, and then my watch was activated. I haven't gone outside without a phone yet to verify that it works, but the registration seems to have gone through.

    Interestingly, when I log into "my T-Mobile", I can see the phone as an extra line in my account with its own separate phone #, and then marked as paired with my phone #. If I try calling the watch phone #, I get a message saying that the number cannot be completed as dialed.

    And I did get my watch directly from Apple as well.

    p.s. dave006 mentioned the EID number ... you can get that by going to the Watch app on your phone, then going to General --> About.
     
  8. sbkevinmichael macrumors member

    sbkevinmichael

    Joined:
    Sep 4, 2017
    Location:
    Anaheim, CA
    #8
    it keeps telling me to contact customer care
     
  9. Bryan Bowler macrumors 68040

    Joined:
    Sep 27, 2008
    #9
    Cell carriers are clunky and always uninformed!
     
  10. Ctguy macrumors member

    Joined:
    Jul 31, 2010
    #10
    When I signed up with T-Mobile I didn’t not provide them my ssn so that why I had to call 611
     
  11. sbkevinmichael macrumors member

    sbkevinmichael

    Joined:
    Sep 4, 2017
    Location:
    Anaheim, CA
    #11
    how did they activate for you?
     
  12. Ctguy macrumors member

    Joined:
    Jul 31, 2010
    #12
    Ok thanks , will try that
     
  13. Alhagar macrumors regular

    Joined:
    Apr 19, 2015
    #13
    I am in the same boat and bought my watch directly from Apple and had no trouble activating or using. T-Mobile is not accepting responsibility for a problem that seems to be theirs. I hope you are able to work it out soon!
     
  14. green94 macrumors regular

    Joined:
    Mar 17, 2009
    #14
    My setup took less than a minute... hope you gain resolution soon!
     
  15. devstack macrumors newbie

    Joined:
    Sep 22, 2017
    #15
    I called T-Mobile and was told this is an Apple issue. They forwarded me to Apple support where a rep took down lots of information and created a case. Waiting game begins ...

    I do wonder what phones everyone is using. I am using a 6 Plus. Just was curious if owners of a certain phone are more likely to have the issue or not.
     
  16. Teledatageek macrumors newbie

    Teledatageek

    Joined:
    Sep 22, 2017
    Location:
    Upstate New York
    #16
    I posted in the other forum - however I'm certain it is not an Apple issue. 4 of the 8 reps I spoke to at T-Mobile blamed Apple and wanted to transfer me. I have a 7 and do not think it matters what model you have.

    T-Mobile confirmed to me via Twitter that watches purchased outside of T-Mobile are having trouble getting activated and they are working on the issue. However, no ETA. They suggest using w/o cellular in the meantime - well, duh!
     
  17. michaelz macrumors regular

    Joined:
    Apr 12, 2010
    Location:
    LA
    #17
    Same problem here :( My phone is 6 plus.
     
  18. soulreaver99 macrumors 68030

    soulreaver99

    Joined:
    Aug 15, 2010
    Location:
    Southern California
    #18
    I activated fine in a matter of minutes. T-Mobile One account
     
  19. kristiguin macrumors member

    kristiguin

    Joined:
    Oct 18, 2015
    #19
    I purchased mine directly from Apple, and other than the fact that I couldn't activate while my phone was connected to our work Wifi, I had no problems. Once I disabled Wifi, was able to activate with T-Mobile in a matter of minutes. I'm on Simple Choice.
     
  20. michaelz macrumors regular

    Joined:
    Apr 12, 2010
    Location:
    LA
  21. utcarsons macrumors regular

    Joined:
    Jun 11, 2010
    #21

    LOL. Darned spellcheck.
     
  22. soulreaver99 macrumors 68030

    soulreaver99

    Joined:
    Aug 15, 2010
    Location:
    Southern California
    #22
    What version of Wife OS enables that?!
     
  23. karmamule macrumors 6502a

    karmamule

    Joined:
    Jun 13, 2008
    Location:
    Waltham, MA
    #23
    I can’t activate on my postpaid unlimited plan either. Called t-mobile and was told the same thing: the problem is affecting watches bought directly from Apple and is Apple’s fault. They said Apple would be issuing an update within 72 hours and once I see my watch get an update I should try again.

    Side note: I tried disabling WiFi and still wouldn’t activate...
     
  24. edhchoe macrumors 6502a

    edhchoe

    Joined:
    Oct 28, 2011
    #24
    I am on Select Choice unlimited plan and the activation process was smooth and quick.
     
  25. isaihtb11 macrumors regular

    Joined:
    Sep 12, 2015
    #25
    Bought my watch from Apple store and activated no problem. Tmobile ONE plan.
     

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97 September 22, 2017