Level 1: Cadet

Apple Watch 6 pairing issues

Anyone having problems with Apple Watch 6 connecting to Telstra to use independently from Iphone??

 

I have Telstra one number activated and Ive had confirmation its active and working, yet on the Watch app i keep seeing the clock going round in circles... Says its activating but its been like that for nearly 24 hours...

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22 REPLIES 22
Level 1: Cadet

Re: Apple Watch 6 pairing issues

I have been having the same issue since Friday morning.  I have completed a full reset and re-pair with my iPhone 3 times, been to 2 Telstra shops, spent 1 1/2 hrs on the line to Telstra assist, all to no avail.  One Telstra shop told me to give it 24 hrs - which I did.  After a useless call to 132200 the second Telstra store (24 hrs later) told me that Telstra isnt setting up Apple Watch series 6 until the 22nd.  The 132200 assistant didn’t know what to do.  She couldn’t fix the problem but also told me that there was no supervisor to transfer my call to and no escalation team available to try to help.  After 1 1/2 hrs she said my only option was to lodge a complaint.  I have been back to the Apple store and spoken to their assist team - they say the issue is with Telstra - and that certainly appears to be the case. The first time I paired And got to the cellular set up it connected to the Telstra site however like you the ‘wheel’ just kept spinning - for over 24 hrs.  Now that I have reset the watch and re-paired it can’t even get through to the Telstra page - I keep getting a -‘Telstra - something went wrong’ message.  48 hrs later and I still don’t have it working.  If the 22nd is correct then why is there nothing online to confirm that - however also the manager at the Apple store said that others were able to connect to Telstra immediately! 

Level 1: Cadet

Re: Apple Watch 6 pairing issues

Hey Minnie,

 

Its frustrating but I guess thats what I have become used when dealing with Telstra... For a telecommunications company trying to become a 'tech' company, they have a long way to go! My retail shop didn't even know the Watch 6 was even released. I have turned watch and phones off, restarted them, repaired them, reset them up as new with still no luck. 132200 number was useless and messaging assistant took over 1 hour to write three unhelpful text messages. Apple lady was great and ran full diagnostics and said watch was fine. Said it was a "telstra issue" So know they 10 min process which could take up to 4 hours, which then later could take up to 24 hours, which has now taken 36 hours looks like it will keep going for many more hours to come... Best of luck. Please let me know when yours is resolved as I'd love to tell them how to fix their own problem one day...

Level 4: Private Eye

Re: Apple Watch 6 pairing issues

Seems to be an issue that a few people are having.

 

I've noticed a few replies in various threads that have said that the 22nd is the "official" date that Telstra will support the Series 6, even though others have successfully activated theirs.

 

I've also just noticed in the last hour that all Series 3 and 5 watches are "out of stock" on Telstra's Wearables and Watches page, which leads me to believe that tomorrow should be the day that your new Series 6 will actually activate.

 

I'm not saying its not a bad way for Telstra to be doing things, especially as Optus has had the Series 6 on their website since launch, but I'd 100% say that any issues some people are encountering will be solved tomorrow.

 

Now, lets hope they launch early in the morning so that your device gets up and running early for you!

I’ve taught my kids to pull faces in photos, try and fix that, Machine Learning...
Level 2: Rookie

Re: Apple Watch 6 pairing issues

I have had the exact same problem my sister and I bought the watch friday hers set up straight away but mine hasn’t been successful. I went to the Apple store they manually added the one number via my Telstra ID and said it would take 24 hours. 36 hours later still no luck. Please let me know if anyone has any success. It’s strange how my sisters connected and mine hasn’t 

Level 2: Rookie

Re: Apple Watch 6 pairing issues

I went to the Telstra store not Apple sorry 

Level 2: Rookie

Re: Apple Watch 6 pairing issues

Minnie go into you Telstra store and they will go into your Telstra ID via there computer and they can set the one number up manually via their computer. They did mine like this but still nothing has worked it’s now giving me a message saying it’s active so I press the button and it responds with 


SORRY UNABLE TO CONNECT

Level 1: Cadet

Re: Apple Watch 6 pairing issues

I have been into a Telstra store - in fact 2 Telstra stores.  No luck so far.  I get the same message -‘ sorry - something has gone wrong!  ‘ I was advised that the only way to have my matter escalated was to lodge a complaint - which I did on Saturday.  I have heard nothing since and it still won’t work.  I am waiting to see if tomorrow brings a change before potentially  giving up and either taking the watch back or moving to Optus.  I would rather stay with Telstra but their service is terrible!  

Level 2: Rookie

Re: Apple Watch 6 pairing issues

I’m thinking of changing to Optus, at least their service is a lot more professional. I can’t even get hold of anyone to talk to at TELSTRA it keeps giving me a link to chat via text. 4 days talking via text and still nothing. 

Level 2: Rookie

Re: Apple Watch 6 pairing issues

I’ve had exactly the same problem since Friday. Spoken to about 20 different people on the chat for hours, all of whom have been useless. Lodged a complaint last night. I’m very close to returning the watch or switching carriers. 

Level 2: Rookie

Re: Apple Watch 6 pairing issues

Has anyone managed to connect to the "one number" or use the cellular yet?

 

I have had the same issue since the Series 6 came out. I have tried speaking to Telstra multiple times but they never seem to understand what is going on or they will say they will investigate but they never get back to you. I have spoken to multiple people on the Telstra message app, multiple people on twitter and spoke to one guy at a Telstra store who just flicked through the watch app and said it was an apple issue.

 

Level 2: Rookie

Re: Apple Watch 6 pairing issues

Hi muddagen, I managed to fix mine the other day. Like you, I had spoken to dozens of people at Telstra (all via chat) and they were all hopelessly unhelpful. They would just read off scripts and provide very poorly-worded replies (indicating they are overseas-based). Even when I escalated the matter, I had no luck. It turned out the person dealing with my complaint was looking at someone else’s account for 2 days!! 

In the end I tried this process and it worked:

1) cancel Telstra One subscription completely via MyTelstra

2) await confirmation sms that subscription has been cancelled

3) 24 hours later re-subscribe to Telstra One

4) await confirmation sms (this only took a few minutes this time versus 4 days last time) 

5) check watch is connected to Telstra (the whole process took less than 10 minutes)

 

Good luck!!

Level 2: Rookie

Re: Apple Watch 6 pairing issues

Hi Kookz,

 

Thanks for the reply, It's incredibly frustrating.

 

I have tried all those in the past 2 weeks. I can't even get a one number because the page just has "sorry, something went wrong. Please try again or come back later" 

Level 2: Rookie

Re: Apple Watch 6 pairing issues

Is that in the watch app? I had the same message


@muddagen wrote:

Hi Kookz,

 

Thanks for the reply, It's incredibly frustrating.

 

I have tried all those in the past 2 weeks. I can't even get a one number because the page just has "sorry, something went wrong. Please try again or come back later" 


 

Level 2: Rookie

Re: Apple Watch 6 pairing issues

yeah, in the watch app. I have had a look at the Telstra app and it says to do it through the watch app.

Level 2: Rookie

Re: Apple Watch 6 pairing issues

Sorry muddagen I wasn’t very clear: 

so basically to sign up to Telstra One you need to use the watch app, but to cancel it you need to use the My Telstra app. 

1) open My Telstra -> services -> mobile -> extras 

2) under “applied extras” next to “Telstra One number”, tap “Manage” (this should redirect you to my.telstra.com.au inside the app)

3) under “add ons” tap “Telstra One Number”

4) tap “cancel”. It should ask you to confirm you want to cancel, say yes. 

 

Then wait for the confirmation sms saying your Telstra One subscription has been cancelled to come. 

Once you receive that, wait 24 hours, and then use the Apple Watch app to sign back up to Telstra One. Once you receive the confirmation sms saying your Telstra One subscription is now active, you should be good to go!

Level 2: Rookie

Re: Apple Watch 6 pairing issues

Thats ok, I understand what you are saying. I have done those steps a week ago and I still get the same error page. 

Level 2: Rookie

Re: Apple Watch 6 pairing issues

Yes I’ve done those steps as well and still coming up with the same error, I’ve pared my watch 10 time with talking to someone at Telstra via telephone even they are getting frustrated they can’t fix my issue 

Level 2: Rookie

Re: Apple Watch 6 pairing issues

Ah ok then. When I spoke with Apple Support, they said it’s definitely a Telstra issue. After a few diagnostic tests, they determined that Telstra need to “re-provision” Telstra One for my account. So maybe contact Telstra and ask them to re-provision your account. That might work

Level 1: Cadet

Re: Apple Watch 6 pairing issues

As of November 9 2020, I was told by Telstra that the Apple Watch Series 6 cellular isn't compatible with the Telstra network.

 

 

  

Level 2: Rookie

Re: Apple Watch 6 pairing issues

Hey mate, 

 

if it was not compatible on their network they wouldn’t be selling them. After a few weeks I was finally about to get mine to connect so it most definitely is compatible.

 

The one thing I’ve learnt during this whole ordeal is that the majority of Telstra customer service employees are complete and utter morons. They just read off scripts, are unable to understand the issues presented to them, and offer no form of resolution whatsoever. 

Telstra’s outsourced customer service model is an absolute disgrace, and as you can see by this thread, they are losing customers every day because of it. 

Level 2: Rookie

Re: Apple Watch 6 pairing issues

I agree with Kookz, I't took about a month for mine to connect to telstra. If you do manage to chat to someone get them to escalate the issue to a specialist team. This is how I got my series 6 connected.

 

hope this helps

Level 1: Cadet

Re: Apple Watch 6 pairing issues

Hello been unable to pair mine too for 2 months and may have finally figured out why. The Telstra store rep yesterday was   very sure it’s because my plan is through jbhifi. Even though they are Telstra it isn’t the same and the watch won’t work on cellular with one number unless I switch to full Telstra plan. Hope that helps others he seemed pretty confident 

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