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Tutor
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5 Messages
Thursday, September 27th, 2018 6:36 PM
I have spent almost a week of daily phone calls to technical support, customer service and visits to the retails stores trying to activate the cellular feature on my new Apple Watch series 4 that I purchased through Apple upon release. There appears to be no end in site as no one can give me an Eta of when this additional line will activate allowing this feature to work. Everything is just stuck in their system and has been beyond difficult. It seems to be all stemming from the fact that I didn’t buy the watch through them. After more than 10 years with AT&T and 5 lines..they will lose a loyal customer over such poor service.
Questions
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Updated
4 years ago
31.5K
31
Responses
ACE - Sage
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118.2K Messages
6 years ago
It’s the same watch. I’m inclined to think the watch might be faulty.
Tutor
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5 Messages
6 years ago
I have never had cellular on any Apple Watch devices prior to this watch. This is my first request to activate it under my plan. I received an error code when I went through the normal steps as directed by Apple. I questioned the same thing on the Watch and had Apple verify that it is indeed At&t and not the watch. As of this moment, the virtual line doesn’t show up on my plan or even exist. It’s still processing according to customer service a week later...
ACE - Sage
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118.2K Messages
6 years ago
Virtual line? You need to add an actual paid line to your ATT postpaid plan. Did you add a line for $10 a month?
Tutor
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5 Messages
6 years ago
This is the issue...I tried to add the line last Friday, received the error code and still waiting for AT&T to process it. I have verified my identity 3 times, my credit report Information with them twice and still nothing...
ACE - Expert
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23.9K Messages
6 years ago
@Amy2018wrote:This is the issue...I tried to add the line last Friday, received the error code and still waiting for AT&T to process it. I have verified my identity 3 times, my credit report Information with them twice and still nothing...
Now what phone did you have before your iPhone? Your not prepaid right? Make sure the IMEI of your phone is right in ATT's system I was getting a error when trying to add my old apple watch 3 to the wifes phone.
ACE - Sage
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118.2K Messages
6 years ago
The store can’t figure out how to add a watch line? 😳.
Do you have combined billing?
Tutor
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5 Messages
6 years ago
I have had an IPhone the whole time and not prepaid. I spoke with Technical support for about an hour and they checked my phone and had me unpair and set up the watch again. Been a 10 year customer with multiple lines on a family plan. I am the primary person on the account. Account is and has always been in good standing. Just seems to be getting them to activate a new line. You would think that takes a week..
ACE - Expert
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23.9K Messages
6 years ago
@lizdance40wrote:The store can’t figure out how to add a watch line? 😳.
Do you have combined billing?
Its not a combined billing issue because I added my apple watch 4 in about 5 minutes.
@Amy2018
what plan are you on? That can cause a problem
Tutor
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5 Messages
6 years ago
They checked my plan for compatibility and it’s fine. I have spent every day on the phone with several departments ruling out possible issues because I cannot fathom that it takes this long to add a line. The store was unable to complete it too. Same issue with the error and I was sent was to the department that I placed the initial order with. I think the only options I am left with is the file a complaint with the FCC, return the watch or leave AT&T which unfortunately will cost me more than them in the end because of phones.
ACE - Expert
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23.9K Messages
6 years ago
@Amy2018wrote:They checked my plan for compatibility and it’s fine. I have spent every day on the phone with several departments ruling out possible issues because I cannot fathom that it takes this long to add a line. The store was unable to complete it too. Same issue with the error and I was sent was to the department that I placed the initial order with. I think the only options I am left with is the file a complaint with the FCC, return the watch or leave AT&T which unfortunately will cost me more than them in the end because of phones.
well I am at a loss.. Hope they get it sorted for you.@ATTDmitriyCMmaybe we can get some advanced help for this user?
2
Contributor
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7 Messages
call advanced technical support. Ask for a manager. Hope you get a US call center.
A manager needs to "make the EID available" before activating the watch. Ive been through this several times, and I am going through it now again. If you dont get a US call center, they will be useless and have tou on the phone for hours.
The way a rep explained it to me, once the EID has been used and theres any change or the olan is remoced, it gets "burned", likely to prevent someone stealing it and reactiving it. A manager override (from a knowledgeable one) is needed to make it available again.
Like
4 years ago
Contributor
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7 Messages
Sorry for the typos. Interestingly enough, this problem did not occur when i switched to Verizon. Im however back with AT&T for now, but if it happens again, im going back to Verizon.
Like
4 years ago
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