BecTic
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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80 REPLIES 80
Minnie14
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.  

BecTic
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.

 

Rikki58
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 

Kookz
Level 3: Gumshoe

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.

Old427
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. 

Rikki58
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

BecTic
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. 

BecTic
Level 4: Private Eye

Re: Apple watch series 6 connection

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

Rikki58
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. 

Kookz
Level 3: Gumshoe

Re: Apple watch series 6 connection

Nice one! Any idea how she fixed it??

Rikki58
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

BecTic
Level 4: Private Eye

Re: Apple watch series 6 connection

i moved to optus and it worked with no issues 

BecTic
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!

 

BecTic
Level 4: Private Eye

Re: Apple watch series 6 connection

i moved to optus worked first time

BecTic
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.

Kookz
Level 3: Gumshoe

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. 

DanB
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. 

DanB
Level 1: Cadet

Re: Apple watch series 6 connection

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

Ca21
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 

GiT
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!

karenrod
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?

 

jw1986
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!



 

karenrod
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.

 

BecTic
Level 4: Private Eye

Re: Apple watch series 6 connection

Excellent thanks would love to know when it’s sorted 

Old427
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. 

Papasmurf3
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

Diamondjim
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. 

Diamondjim
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. 

Kookz
Level 3: Gumshoe

Re: Apple watch series 6 connection

Wrong

Diamondjim
Level 2: Rookie

Re: Apple watch series 6 connection

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

Kookz
Level 3: Gumshoe

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

Diamondjim
Level 2: Rookie

Re: Apple watch series 6 connection

Thanks I’ll try those steps now.

The Telstra website says it’s not compatible  🤞🤞

 

 

Diamondjim
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

RSWA
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? 

Diamondjim
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 

BecTic
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. 

EES45
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! 

Babe72
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. 

joffs123
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
Diamondjim
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. 

 

Spydermann51
Level 3: Gumshoe

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.

Avatar2022
Level 1: Cadet

Re: Apple watch series 6 connection

I have also had an issue with connecting my apple Watch series 6 to Telstra One Number since Christmas, and it's so frustrating. Multiple escalations and asked to unpair and pair the apple watch, and delete and re-install the myTelstra App and no resolution. I even upgrade from my iphone 11 to iphone 12 Pro and still the same issue. 

It also seems that the webrowsers on my phone (safari, google chrome) cannot connect to the telstra.com.au website and comes up wit the error message "Safari cannot open the page because the it could not connect to the server". 

 

Multiple calls from their service team and no resolutions. I am getting sick and tired of this as I spend an extra $200 on the apple watch to enable cellular function. 

Spydermann51
Level 3: Gumshoe

Re: Apple watch series 6 connection

Went into an Optus shop and my Watch was working as I left the shop. Changed two mobiles and my NBN over to Optus. My only reservation is that Optus mobile does not have the coverage that Telstra do. I was getting the "Safari cannot open" or "expired security, some one may be attempting to emulate this site". I could never get anyone to call or email me. Several years ago I went to the Omdusman but all they could say that poor customer services is an internal Telstra issue. Telstra's problem who occupies & where their help desks are.

boshwosh
Level 5: Eagle Eye

Re: Apple watch series 6 connection

The problem I see is their customer support model, it's in a word, crap.  I'm sure someone somewhere within their jumbled up mess of a support centre know's how to fix this issue.  I just cannot believe that a multi million dollar telecommunication company is being out smarted by their rivals.  I's not rocket science to fix this, but without a decent support model in place this will never get fixed properly and just hear say on here about how what works for some doesn't necessarily work for others.  I strongly feel that Telstra are at fault here for even selling a device that is not fit for purpose, this is false adverting and misleading their 'soon to be gone' customers.

LN87
Level 3: Gumshoe

Re: Apple watch series 6 connection

I'm having the same issue with my new SE... I've been through all the steps numerous times, have reset/unpairedmy iPhone and watch 5+ times, and nothing works. I've have an open complaint (which did seem to finally get me support beyond the ridiculous app 'support' where I had so many people log in and out and read of a script I pulled out a few hairs), but am wondering if and how anyone has resolved their Telstra One connectivity issues? I'll be moving to another network if I can't resolve this as using the watch was the only reason I signed onto a new contract! 

Kookz
Level 3: Gumshoe

Re: Apple watch series 6 connection

- Cancel your Telstra One subscription through Telstra 24/7. 

- wait 48 hours

 

- sign up again to Telstra One through the “Watch” app.

 

- wait for sms confirmation.

(this method worked for me) 

Spydermann51
Level 3: Gumshoe

Re: Apple watch series 6 connection

That didn't work for me. Could not get a Telstra One subscription in the first place. Either via an app or at a Telstra shop. It was signing up to Telstra One thru the "Watch App" that didn't work. Telstra One appears to be a total failure for Watch 6 or SE.

Kookz
Level 3: Gumshoe

Re: Apple watch series 6 connection

Sorry to hear that. But I do have a watch 6. I agree though, Telstra are hopeless 

LN87
Level 3: Gumshoe

Re: Apple watch series 6 connection

Ok I’ll try this... The thing is, Telstra had to manually add Telstra One, and although it said ‘active’ on the Telstra App, on the watch startup and in the watch App, I get this error message when I click on ‘Mobile’:

 

“Your Telstra account is not eligible to enable mobile data on your Apple Watch. Contact Telstra at 132 200 for more information.”

 

Anyone getting the same?

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