Level 4: Private Eye

Apple watch series 6 connection

Hi, Anyone else had trouble connecting their Apple watch series 6 to One Number? I've been chatting online to Telstra, its been a long painful process.  Yet to get a resolve. Any successes out there?

 

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41 REPLIES 41
Level 1: Cadet

Re: Apple watch series 6 connection

I have the same issue - have had since Friday.  Spoken to Apple who confirmed it was a Telstra issue.  Have called Telstra repeatedly, lodged a complaint on Saturday (still have heard nothing) have been into 2 Telstra stores who confirmed it was a Telstra issue but told me it would resolve today when Telstra released their Apple Watch 6’s - which has not been the case.  It still won’t work although Apple and Telstra have confirmed that I am completing the setup correctly and the Telstra store staff member checked my account and could not find an issue that would prevent the setup from working.  If you find a resolution I would be grateful for an update.  

Level 4: Private Eye

Re: Apple watch series 6 connection

Ok thanks for your reply.  Seems like they have dodged telling me that there is an issue and are getting me to jump thru all the hoops to buy time.  I too had my watch on Friday but have only today had a chance to look at the cellular side of things.  Frustrating! If they said to me there's an issue i wouldn't have put my afternoon and evening in trying to get it sorted.

I certainly will get back to you if i find a resolve but it might be the case of jumping ship to Optus! I'll give them a weeks grace, then i'll move on.

 

Level 1: Cadet

Re: Apple watch series 6 connection

I’ve had the problem since buying my watch on Saturday. Had several calls with Telstra  all they do is escalate it. I’ve had one number for 2 years. They say it’s an ios14 issue.  A friend bought a new watch6 and had no problem connecting it to one number   It’s all frustrating and Telstra is useless at getting back to people when there is a problem   Only positive is that with COVID we are dealing with Aussies rather than the overseas call centres who don’t understand English 

Level 2: Rookie

Re: Apple watch series 6 connection

yes I have had the same issue. It seems as though all of telstra's call centres are closed. I've spoken to about 20 different people on the chat (all they do is read off sripts). None of them can understand what the actual problem is. I have asked numerous times to escalate to a specialist team to deal with directly but they never do. Sometimes it takes 5-6 hours to get a reply in the chat, and then the person will just pick up and leave without saying a word. A new person enters and I have to start all over again. I lodged an online complaint last night.

Level 2: Rookie

Re: Apple watch series 6 connection

Same problem. Finally got to speak with someone last night rather than going through the messaging system as I had been doing for the past 2 days (what a waste of time - same questions asked over and over again). The Telstra person confirmed that it is a Telstra software issue and not something I was doing wrong. They indicated that it would be rectified on a new release of their Telstra app. However he could or would not be drawn into giving me a timetable. He said I will just have to wait - then indicated Telstra would text me when fixed. 
Not positive but at least they are aware of our need and are working on it. As more people switch to iOS 14 and get Apple Watch 6 the problem will get more pressing for them and therefore will attract attention I guess. 

Level 1: Cadet

Re: Apple watch series 6 connection

The strange thing is not everyone is having the problem.  My friend bought an Apple Watch 6, her first watch, and has had no problems.   I’m getting the same story from Telstra as you

Level 4: Private Eye

Re: Apple watch series 6 connection

I’ve now been told it’s the ID numbers that’s the problem. I’m going to do Optus for a month see if they have issues too. Worth a try. 

Level 4: Private Eye

Re: Apple watch series 6 connection

Frustrating. I’m trying Optus for a month see if they have it sorted. 

Level 1: Cadet

Re: Apple watch series 6 connection

I just got my fixed. Finally got a lovely lady by the name of Karina who fixed the problem. 

Level 2: Rookie

Re: Apple watch series 6 connection

Nice one! Any idea how she fixed it??

Level 1: Cadet

Re: Apple watch series 6 connection

She said the interim phone service was turned on, on my account and that caused the problem. Whether that is the real answer who knows but my case had been escalated up a couple of levels. She was from the back office    You need to phone between 11 and 2 to get through and get the aussies I found.  I just kept phoning every day.  Also told them it seemed I would need to move everything to Optus in order to get the problem fixed

Level 4: Private Eye

Re: Apple watch series 6 connection

i moved to optus and it worked with no issues 

Level 4: Private Eye

Re: Apple watch series 6 connection

i moved to optus and it worked first time connecting, works out cheaper too, month to month plan so if im not happy with optus coverage i can come back to telstra once they get their watch problem sorted.  will see how it all goes but so far so good!

 

Level 4: Private Eye

Re: Apple watch series 6 connection

i moved to optus worked first time

Level 4: Private Eye

Re: Apple watch series 6 connection

How did you go Minnie?  I moved to Optus and got it working first time connecting.

Level 2: Rookie

Re: Apple watch series 6 connection

I finally fixed mine guys. Telstra support were useless. I cancelled Telstra One for 2 days, then signed back up and their systems somehow reset themselves. Got in immediately. 

Level 1: Cadet

Re: Apple watch series 6 connection

Same issues with Telstra One. Disconnected Apple Watch 4 from Telstra One so I could connect Apple Watch 6. Now I can’t connect either. Have burnt hours on the line to Telstra chat following their processes. Tried to tell me it was Apple, so engaged them to seek a resolution. It’s clearly a Telstra issue.
Telstra rep also told me via chat that Apple Watch 6 was not compatible. Wha?! Next step is to escalate to technical support. Impossible. Optus is looking pretty good right now. 

Level 1: Cadet

Re: Apple watch series 6 connection

Moved to Optus also. It fixed the issue immediately. Thanks BecTic

Level 1: Cadet

Re: Apple watch series 6 connection

I have waisted over 30 hours trying to sort this out . I have been into a number of Telstra stores to be told I am doing everything correctly. I’ve spoken to apple and they palm off the problem. I initially was with Optus they where the same. Clearly the connectivity isn’t working yet on the series 6 but no one wants to tell us because it will affect there sales. All they are doing is alienating customers I am furious 

Level 1: Cadet

Re: Apple watch series 6 connection

Telstra have no idea what they are doing. They are basically making suggestions of unpairing, remove telstra APP off the phone (which it has nothing to do with the process) etc.. its a total joke. You commence the process to connect the watch for cellular, Teltra login prompt page appears, type correct username/password................ and it goes back to the login again.. rinse and repeat.

 

The Telstra store is useless.. as a company they should be ashamed!

Level 1: Cadet

Re: Apple watch series 6 connection

OMG exactly what I'm having - copious call to Telstra (well Text) been to apple - so angry right now! how you got it fixed?

 

Level 1: Cadet

Re: Apple watch series 6 connection

I am struggling with the same thing! This has been going on for over a week and no resolve! About to move iver to optus also. So frustrating!



 

Level 1: Cadet

Re: Apple watch series 6 connection

Hi JW1986 I had a message from the escalation team this morning saying it has been passed to the faults team as they are aware of the many complaints - I'm not holding my breath but this is the first time they have admitted its there issue and not apple!! I'll keep you updated if this ever gets resolved.

 

Level 4: Private Eye

Re: Apple watch series 6 connection

Excellent thanks would love to know when it’s sorted 

Level 2: Rookie

Re: Apple watch series 6 connection

Don’t hold your breath they admitted to me that it was their problem in September. They also submitted it to their escalation team at that time. 

Level 1: Cadet

Re: Apple watch series 6 connection

I’m having the exact same problem. 3 weeks and over 30 hours wasted over the phone several visits to Telstra - they lied to me several times, have been consistently rude. I think I am going to optus

Level 2: Rookie

Re: Apple watch series 6 connection

If it’s an Apple Watch Series 6 you won’t be able to connect it to a Telstra One number because Telstra don’t support series 6 yet. After 50 chats with support & a lot of frustration they sent me a link of compatible watches & phones. Series 6 wasn’t listed. 

Level 2: Rookie

Re: Apple watch series 6 connection

If it’s an Apple Watch Series 6 you won’t be able to connect it to a Telstra One number because Telstra don’t support series 6 yet. After 50 chats with support & a lot of frustration they sent me a link of compatible watches & phones. Series 6 wasn’t listed. 

Level 2: Rookie

Re: Apple watch series 6 connection

Wrong

Level 2: Rookie

Re: Apple watch series 6 connection

Have you connected a series 6 Apple Watch to Telstra One Number?

Level 2: Rookie

Re: Apple watch series 6 connection

Yep. First I cancelled my Telstra one subscription via the MyTelstra app. I awaited my confirmation SMS confirming that I had indeed cancelled the subscription. Then I waited 48 hours, and started the process of signing up to Telstra one again inside the watch app. This time, it worked immediately

Level 2: Rookie

Re: Apple watch series 6 connection

Thanks I’ll try those steps now.

The Telstra website says it’s not compatible  🤞🤞

 

 

Level 2: Rookie

Re: Apple watch series 6 connection

Still can’t connect my Series 6 Apple Watch to Telstra One Number. 
The issue just get pushed from one support person to another with no fix. 
I wonder where I send my invoice for the 5 hours of my time

Level 1: Cadet

Re: Apple watch series 6 connection

Hi there, I have the same issue. Unable to use it on my new apple watch S6, was working fine on my S4
Spent 3 hours with Telstra today, and unable to fix. Highly frustrating. Anyone know how to get this working? 

Level 2: Rookie

Re: Apple watch series 6 connection

https://www.telstra.com.au/mobile-phones/one-number

See the Telstra link above, apparently Series 6 Apple Watches are NOT compatible with a Telstra One Number :-(

There’s going to be a lot of unhappy people if they don’t fix it soon. All the retail shops are selling hundreds for Christmas 

Level 4: Private Eye

Re: Apple watch series 6 connection

That wasn’t the case when the watch was first released. It was on the compatible list. Was probably there for at least 4-6 weeks. Pretty sure they were even selling them. I’ve basically spent $800 on a watch that I could’ve just kept my old series 2 which wasn’t cellular. 

Level 1: Cadet

Re: Apple watch series 6 connection

This is SO disappointing. I just got my son a new Apple Watch for Christmas so I have piece of mind he can call me when hanging out with his friends. Any update Telstra on this issue? It’s crazy to sell them if we can’t connect! 

Level 1: Cadet

Re: Apple watch series 6 connection

Did your issue get sorted. We are now 5 days and still no resolution in sight. Ours is an SE. 

Level 1: Cadet

Re: Apple watch series 6 connection

The issue is still unresolved. I am new to this thread but can confirm the ball is still in Telstra’s court to fix
Level 2: Rookie

Re: Apple watch series 6 connection

I’ve spent hour & hours & hours chatting with support, spoken to support & have been into a Telstra shop. They’ve all assured me they can fix connecting my Apple Watch Series 6 to a Telstra One number. After 3 weeks it still not working.
The Telstra shop were very confident but after an hour they said “sorry there are known issues with the App not working, sorry but you’ll just have to wait until the Telstra app is fixed”

My formal complaint logged 5 days ago remains unanswered. 

 

Level 2: Rookie

Re: Apple watch series 6 connection

Been on a Telstra app on my iPad for 110 hours. Randomly someone answers and confirms that my issue is iphone / watch connection. I get told they have a fix but then hours later when I ask what about the fix. That person tells me the last person was wrong. Told me once that I was being forwarded to the technical desk. That hasn’t happened. Spent 2 hours in a Telstra shop a few days ago. They got the runaround too. So it’s off to Optus. Pity. I have two PMG/Telstra landline accounts. One is 65 years old and one in 46 years only. 111 years of service about to go and no one at Telstra gives a rodent’ s rectum.

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