RFG72
Level 2: Rookie

Telstra One Number

I received an apple watch for my birthday 3 weeks ago.  The only reason I asked for one was so that I could use Telstra One Number and not have to take my phone with me when I exercised or went walking.  I would be able to use my watch in case of an emergency.  I am not normally a watch wearer and wouldn't have had it bought for me if I'd known it couldn't connect to my mobile plan.

I am a business customer and have been told numerous times from Telstra that I don't need to log in to connect to Telstra One Number however on my watch this is not the case.  

I have been passed around from one support person to the next, always getting told I am being escalated to a higher level 'expert' however none of them know how to fix this.  My complaint number is 3642609.  I have spent hours trying to get this sorted.

These are the steps I have tried to connect:

1)  Open watch app on phone

2)  Select Mobile

3)  Select set up mobile

4)  Telstra One Number page displays for $5/month.  Select add to plan

5)  Sorry we were unable to connect - please try again later (this happens every time)

6) Select try again

7)  Log in using my Telstra ID (this has all been verified as correct after numerous calls with Telstra)

8)  Display goes back to blank log in screen

 

I can't get past this blank page but I also don't understand why Telstra are telling me as a business customer I don't need to log in, it should be automatic, but it isn't.

 

Any help would be appreciated.  Incredibly frustrating and a waste of $499 because I can't use it for the purpose it was bought for.

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24 REPLIES 24
Renee
Support Team
Support Team

Re: Telstra One Number

Hi @RFG72,

 

Thanks for getting in touch, understanding you have raised a complaint and there has been an attempt to contact you with no success. 

 

I have reached out to the case manager requesting you are contacted as soon as possible about this matter. Please do let me know if you are not contacted within the next 48hrs.

 

 

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RFG72
Level 2: Rookie

Re: Telstra One Number

Hi Renee

 

Thanks for your reply.  The person who is now contacting me from Telstra is from Specialised Operations-Support.  All he has been able to do is tell me to go to a Telstra store (which was the first thing I did and they said they couldn't help me - gave me a bunch of numbers to call and none of those people could sort the problem) and to ring a number (1800 465 438) which I tried yesterday and was on hold for over 20 minutes before I had to go.

 

I feel like he is passing the buck, just like everyone else has who can't fix this problem - which is just simply connecting my iphone which is on a business account to my apple watch via Telstra One Number.

 

I've read on a lot of forums that people have all sorts of trouble trying to connect to One Number.  Surely someone at Telstra can sort this out as it's not just me who has had the problem.  Speaking to someone with Optus they said they've had no trouble connecting 3 watches in their family but I have been with Telstra for 23 years so I would hope I didn't have to move to another provider to resolve this.

 

How do I put a complaint in about my complaint not getting resolved and inappropriate action being taken?

LukeV
Telstra (Retired)
Telstra (Retired)

Re: Telstra One Number

When you have a chance, I'd recommend giving the number another try. If you do, let me know how you go.

 

Should you wish to escalate the matter further, you are within your right to escalate the complaint the the Telecommunications Ombudsman.

 

If you choose to do this, you will be given a new reference number to follow up with.

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rhonda1511
Level 1: Cadet

Re: Telstra One Number

It is now 2 months since I purchased my apple watch with cellular and I still cannot connect it to Telstra One number.  I have been passed around Telstra for 2 months, continually getting escalated to a higher level where someone will be sure to help me.  

What do I do now?  I was told that the latest escalation was very high and that the experts would be looking into my issue and getting in contact with me within 8-10 days.  That was 16 days ago.  I don't even know which number to call anymore.

 My complaint number is 3642609.

Do I go to WA Consumer Protection because Telstra have advertised a product (Telstra One Number) that led me to purchase a $499 watch that only works if I have my phone with me which defeats the whole purpose of me buying the watch?

I don't want to do this.  I just want the watch to work as Telstra have advertised that it should.

MJ83
Level 2: Rookie

Re: Telstra One Number

Has anyone had success getting this fixed yet? I'm having the same problem and being passed around from rep to rep yet it seems to be a common problem that Telstra don't know how to fix. The only difference for me is I've got a Samsung phone and watch but always end up at the "Sorry, something went wrong" page

EthanG
Support Team
Support Team

Re: Telstra One Number

Hey @rhonda1511, could you please send us a private message with some details around what devices you are trying to set this up on? Cheers.

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rhonda1511
Level 1: Cadet

Re: Telstra One Number

Hi EthanG

 

Thanks for your response.

 

I don't know how to send a private message but it is an iPhone 11 and SE Apple Watch with Cellular + GPS.

 

Someone just rang me from Telstra and said that Apple and Telstra are having a lot of issues with one number and working on a solution.  Would've been nice if they told me that before I spent $499 on the watch with cellular.

 

Any help you can give would be appreciated however I've spoken to over 25 people at Telstra and no one can fix this.

 

Regards

Rhonda 

 

StaceyL1
Support Team
Support Team

Re: Telstra One Number

Can you tell me more about the issue itself? What is happening when you're attempting to connect, are you getting an error message or something else? 

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MJ83
Level 2: Rookie

Re: Telstra One Number

This is where I end up every time.

mblue
Level 2: Rookie

Re: Telstra One Number

I'm having the same problem and it just doesn't seem like it will ever be fixed.

rhonda1511
Level 1: Cadet

Re: Telstra One Number

Hi StaceyL1

 

I wrote quite a detailed description in my first post which explains the error message

 

Does the support team have any ability to get this fixed or am I wasting more of my time trying to get the issue sorted through crowd support?  It's been 10 weeks since I first got my watch and the equivalent of over a weeks work in hours spent trying to get this sorted so I'm hesitant to keep using this forum if it's just a place to vent without any action.

rhonda1511
Level 1: Cadet

Re: Telstra One Number

That is the exact message I've been getting for 10 weeks now.  I have spoken to over 25 different people at Telstra (all escalating me to a higher level) but no one can fix it.  The latest I was told was that it was an issue between Apple and Telstra but I did a 6 hr return drive to my nearest Apple store yesterday and they checked all of my watch and phone of which there are no issues with.  It is Telstra advertising a product that doesn't work for everyone.  I know people who it works for.  I have been recommended to switch to Optus who offer the same cellular product however as I travel up north a bit I can't do this as there coverage isn't as good.

 

One Telstra person told me to go into My Telstra app and click on services then on my mobile.  There should be 2 tabs at the top.  One saying summary and the other extras.  Apparently in the extras tab you can add one number however I don't even have these 2 tabs.  

 

I would recommend lodging a complaint and then even taking it to the Ombudsman which I have.  If enough people do this then Telstra might work harder to fix the problem. 

MJ83
Level 2: Rookie

Re: Telstra One Number

I've been talking to Telstra techs all week and finally this afternoon I give it another go and it's now working 😱. It's only taken a few months. There is hope for the rest of you. Good luck 🤞

RFG72
Level 2: Rookie

Re: Telstra One Number

Oh you're so lucky!  Did you have to do anything in particular?  On Friday they told me that they'd updated something and to try again but it didn't work for me.... I'll keep trying though.

mblue
Level 2: Rookie

Re: Telstra One Number

When I use the  My Telstra app I get this

 

 

then clicking activate I get this

 

 

MJ83
Level 2: Rookie

Re: Telstra One Number

The activation is not done in the Telstra app anymore. It is done within the watch app. I'm using Samsung and have the extras tab and press activate and it just takes me to link that says "learn how to activate". Now you login to your Telstra account via the watch app and accept the subscription. Although that was the bit that took months to work.

mblue
Level 2: Rookie

Re: Telstra One Number

When I go through the Samsung app it goes around in circles driving me nuts.

 

FRUSTRATEDKAREN
Level 4: Private Eye

Re: Telstra One Number

Did you resolve it? I've been going around in circles. You'd think with so many people having the same issue there would be a dedicated page as to how to fix this glitch. 

RFG72
Level 2: Rookie

Re: Telstra One Number

Hi FrustratedKaren

 

Nope.  4 months now.  If I were you I would lodge a complaint to Telstra (if you haven't already) and you will get a complaint number.  If they don't resolve it then I would lodge a complaint with the TIO (Telecommunications Industry Ombudsman).  Tell them you have bought this watch purely because Telstra offer a product called Telstra One Number which doesn't work on your watch.  Therefore they are advertising products that don't work.  The TIO will look at the complaint and in my case they gave Telstra a date that it had to be resolved by.

I'm still waiting for it to be resolved but at least with a complaint lodged with the TIO the Telstra can't ignore me anymore.............

FRUSTRATEDKAREN
Level 4: Private Eye

Re: Telstra One Number

I'm thinking of just not paying the bill for a service that they lied that they could provide.

 

mblue
Level 2: Rookie

Re: Telstra One Number

I still try every few days through the Samsung app and have been passed around different support people with no change. I wonder if Optus has this trouble too.

RFG72
Level 2: Rookie

Re: Telstra One Number

I live in the country where Telstra has the best coverage but if I didn't I would definitely give Optus a try.  Can't hurt and it might work

mblue
Level 2: Rookie

Re: Telstra One Number

I'm on the mid north coast and Telstra coverage is great but this problem is very annoying.

mblue
Level 2: Rookie

Re: Telstra One Number

I've given up and switched my phone to Optus but will keep my iPad on Telstra.

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