mr_chris
Level 2: Rookie

Telstra One - iPhone iWatch

Answered

A few weeks ago I ported my number off a company account to a personal account as I left that employer.  Up until then, my Telstra One number on my iWatch worked perfectly.  When I ported, I was advised that I need to set up Telstra One again (no issue or so I thought).

 

I can't set up now, all I get is an error saying 'Oops, something went wrong'.  I've tried (in no particular area);

 

- resetting network setting on the phone (did not work)

- restart the watch/phone (did not work)

- unpair the watch & re-pair (did not work)

- contact Telstra (MULTIPLE times with a promise someone will look at it)

- go through every setting in the myTelstra app

 

I was advised by a fried that Mobile Protect may be turned on blocking it.  I've seen a URL that says that service will turn off in a few days, in the mean time I'm trying to find the setting (& the help doccos point you to the app to a process that does not exist)

 

Basically I'm trying to get my Telstra One number working again on my watch like it used to

1 ACCEPTED SOLUTION

Accepted Solutions
mr_chris
Level 2: Rookie
Accepted Solution

Re: Telstra One - iPhone iWatch

Got there in the end.  Turns out there was a 'hidden' Telstra One number on my service that they needed to remove then I was able to register again.

 

The frustrating part to this is that they just keep telling you to unpair then pair again - the manipulation required to get someone to listen to me explain the problem & not just go over a likely solution should not have been as much effort as I had to put into it, but I got there in the end

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7 REPLIES 7
Dowser
Level 21: Augmented
Level 21: Augmented

Re: Telstra One - iPhone iWatch

You have not mentioned which mobile plan you are now on.  I wonder if it is compatible with Telstra One Number.

mr_chris
Level 2: Rookie

Re: Telstra One - iPhone iWatch

It is supposed to be - I'm on the Extra Large 5G. 

 

Some progress - someone at Telstra activated the $5 plan.  I was then able to go to my watch app & it asked if I wanted to activate so I hit confirm.  It then said it was already paired to my watch & it was going to disconnect it, then errored out again.  Went back to Telstra chat, saying it looked like it was stuck on my old corporate plan.  I was then asked to disconnect the $5 plan from the app which I did, unpair the watch & pair it again.  Now I'm back to where I started, trying to explain the whole thing to another person

Dowser
Level 21: Augmented
Level 21: Augmented

Re: Telstra One - iPhone iWatch

Think positively. You will get there.

mr_chris
Level 2: Rookie
Accepted Solution

Re: Telstra One - iPhone iWatch

Got there in the end.  Turns out there was a 'hidden' Telstra One number on my service that they needed to remove then I was able to register again.

 

The frustrating part to this is that they just keep telling you to unpair then pair again - the manipulation required to get someone to listen to me explain the problem & not just go over a likely solution should not have been as much effort as I had to put into it, but I got there in the end

View solution in original post

Scooter365
Level 1: Cadet

Re: Telstra One - iPhone iWatch

I am going through the same thing!  I have gone from personal to corporate account. 

Everything was working fine, and then next minute my apple watch has stopped working and I am unable to go on runs and stream my music without either downloading to my watch first or taking my phone.

I have literally erased my iphone and restoring from back up. Annoying factor is that I have been on their messenger chat thing since 6am until now and not once have they stopped to say "ITS A KNOWN ISSUE!!!" we will get one of the Specialists to help you tomorrow. Amazed that this was not pointed out earlier by the customer service team. 

YouKnowIt
Level 1: Cadet

Re: Telstra One - iPhone iWatch

I visited a Telstra store on Sunday. I changed to a new plan that requires up front payment each month so that I could access data sharing.  These are just the new mobile plans at Telstra - stock standard as listed on the website now. I was informed I would lose my iWatch OneNumber subscription because the new plans are not processed in Telstra's old Siebel system (where OneNumber subscriptions currently are) and are logged in their new system (I forget the name). 

 

Therefore you can't get a one number subscription as the two systems do not talk to each other. No clarity on when they will also move OneNumber to the new system but they did say they have been moving many items across over the last few months, insurances, fixed broadband etc. Fingers crossed they get it right - either way, terrible internal and external comms from the Telstra team managing this transition. Good change management team....

JessicaCL
Support Team
Support Team

Re: Telstra One - iPhone iWatch

Hi YouKnowIt, we've recently made some changes to our billing options but One Number should still be able to be added to your service. Chat with us via the My Telstra App and our team will check out if your service is eligible and can go from there.

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