boshwosh
Level 4: Private Eye

Apple Watch Series 6 and Telstra One Number

Is anyone else having issues trying to connect their Apple Watch Series 6 and Cellular Data (Telstra One Number) ?

 

Every time I try and add the Data Plan, sign in with my Telstra ID I get the message "This Service isn't linked to the Telstra ID you entered' - To link this service with your Telstra ID, please contact the legal account holder'.

 

Obviously I am the legal account holder so this doesn't make sense, also my Telstra ID I have had for 7 years and have no problem accessing my account through the app and online. Technical support is, in a word, useless. Same scripted troubleshooting nonsense over and over again with no results, all they keep telling you to do, is un pair the phone to the watch and send you a link on how to pair the watch and set-up. It's so frustrating that no one within Telstra seems to know how to fix this issue.

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10 REPLIES 10
Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Apple Watch Series 6 and Telstra One Number

Yes, this is a common problem with the Apple Watch Series 6. And yes, no-one has a reliable way of fixing the issue.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
boshwosh
Level 4: Private Eye

Re: Apple Watch Series 6 and Telstra One Number


@Jupiter wrote:

Yes, this is a common problem with the Apple Watch Series 6. And yes, no-one has a reliable way of fixing the issue.


And you accept that Jupiter? Then Telstra should not be selling this device (GPS + Cell ) this is misleading customers into buying something that is not fit for purpose, misleading and false advertising on Telstra's part ( I hear the Ombudsman calling..).  Odd that other providers that sell Apple watch series 6 have the Cellular data working on their network without issues...And Telstra is supposed be the leading provider?  So my question then, who has purchased the Apple Watch Series 6 GPS +Cell through Telstra and expected the mobile data to work?

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Apple Watch Series 6 and Telstra One Number

I don't need to accept it. I'm just telling you what we've seen here since it has been released. 

 

I personally have no need for one.

 

But yes, it should just work like previous versions. I have no idea why the connection process doesn't work reliably. 

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
ShannonD
Support Team
Support Team

Re: Apple Watch Series 6 and Telstra One Number

Hi @boshwosh, that specific error is usually if the service isn’t linked to the Telstra ID you entered. I've also seen chatter where a product on the service is incompatible with One Number & can cause issues. Our mobile assurance team would be the best people to chat with to make sure everything is correct on our end or alternatively, I'd recommend heading into a Telstra store to discuss with one of our tech experts. You can reach our mobile assurance team through the 'get help' tab in the My Telstra app or if you intend to visit a store, it would be worth booking an appointment to save waiting in store & you can do this online here

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boshwosh
Level 4: Private Eye

Re: Apple Watch Series 6 and Telstra One Number


@ShannonD wrote:

Hi @boshwosh, that specific error is usually if the service isn’t linked to the Telstra ID you entered. I've also seen chatter where a product on the service is incompatible with One Number & can cause issues. Our mobile assurance team would be the best people to chat with to make sure everything is correct on our end or alternatively, I'd recommend heading into a Telstra store to discuss with one of our tech experts. You can reach our mobile assurance team through the 'get help' tab in the My Telstra app or if you intend to visit a store, it would be worth booking an appointment to save waiting in store & you can do this online here


I’ve already messaged the so called mobile assurance team and they were unable to fix it or work out what the problem was, it was then raised with an official case and INC no. And passed (supposedly) to another specialist team and from there was supposed to be contacted within 5 days. This has now surpassed without a single contact.  I have also been into the Telstra Store and was told ‘This is a known issue’ and are waiting for a fix/resolution. 

boshwosh
Level 4: Private Eye

Re: Apple Watch Series 6 and Telstra One Number

I have now fixed the issue.  Turns out I have 4 Telstra ID's and the one of them worked, after adding all 4 Telstra ID's to my account and then trying one by one I managed to eventually sign in and activate Telstra One Number.  It's and ID that I don't use, so I can only assume this was created a few years back when I first signed up with Telstra for a mobile plan.  It's just a shame that non one within the supports of Telstra could figure this out.

BecTic
Level 4: Private Eye

Re: Apple Watch Series 6 and Telstra One Number

Wow did u say FIXED!! U have given me hope! I'm going to try again.

cooper041
Level 1: Cadet

Re: Apple Watch Series 6 and Telstra One Number

hey, how did you view all of your telstra id’s ?

boshwosh
Level 4: Private Eye

Re: Apple Watch Series 6 and Telstra One Number

Either from the Telstra App or from a web browser here https://myid.telstra.com.  

 

Then, select 'Recover Username'

 

A

And then select one of the 3 options

 

This will then send all of your current Telstra ID's.  This is how I found out which Telstra ID worked for me.  Smiley Happy 

 

 

BP428
Level 2: Rookie

Re: Apple Watch Series 6 and Telstra One Number

I went to the watch app and clicked the mobile button in it. This got it going . Before this I had also done a full reset of my phone (no change at all to the issue ) turned wifi off amd kept it on Bluetooth while I did this through the watch app. The Telstra app did nothing at all! I also went to web browser and typed in my Telstra and re logged in with forgot password anz re set that too. I found that I had in the extras part when I went to the web browser way - not the app that I had an extra of international roaming subscription. I turned this off amd disabled it. Not sure what ended up being the fix but maybe you can only have one add on at a time but definitely go to watch app to to do it not Telstra app. Watch app on my phone then linked to Telstra and it just worked . Hope this helps. Ended up taking only a few minutes having spent hours at Telstra shop with no idea from them amd forever trying to sort it myself at home . Thanks is to all the people who have contributed as o have tried all the suggestions as well.... 


@boshwosh wrote:

Is anyone else having issues trying to connect their Apple Watch Series 6 and Cellular Data (Telstra One Number) ?

 

Every time I try and add the Data Plan, sign in with my Telstra ID I get the message "This Service isn't linked to the Telstra ID you entered' - To link this service with your Telstra ID, please contact the legal account holder'.

 

Obviously I am the legal account holder so this doesn't make sense, also my Telstra ID I have had for 7 years and have no problem accessing my account through the app and online. Technical support is, in a word, useless. Same scripted troubleshooting nonsense over and over again with no results, all they keep telling you to do, is un pair the phone to the watch and send you a link on how to pair the watch and set-up. It's so frustrating that no one within Telstra seems to know how to fix this issue.


 

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