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SassyMaxine's profile

Teacher

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8 Messages

Mon, Oct 2, 2017 1:22 AM

Closed

Apple Watch 3 won’t connect to the ATT cellular network

Can someone anyone from ATT please solve this issue. I’ve sent over 6 hours on the phone with reps trying to solve this issue. I’ve had my watch since Sep 22 and it will not connect to the cellular network! The only reason I purchased the new series was because of the LTE connectivity. If ATT is unable to solve the issue will I be issued a complete refund for the device?

I’m tired of calling ATT just to be placed on hold! I’m currently on hold yet again waiting for a representative... I’m going on 24 minutes since I asked for a supervisor to review my account.

Contributor

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3 Messages

5 y مضت

I have had the same problem. What I have noticed when I log in is that my Apple watch shows up as a galaxy tab 4. If you have this problem, it won't connect because tablets don't have a number sync option. I've been calling for over a week with no answers from AT&T. I had plenty of promises to get called back, but that hasn't happened yet. I preordered my watch through AT&T also.

Teacher

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8 Messages

5 y مضت

I may try the ATT store. The issue is very frustrating! I hope they figure out what’s wrong with yours and can fix it.

Contributor

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1 Message

5 y مضت

I have had the same problem.  Just to be extra careful I took my new series 3 watch to the ATT Sfore for activation.  After three hours I had to head Home and still no cellular.  This weekend I was in Dallas at the Apple store and after 4 hours of trouble shooting there they walked over to the ATT store with me and 45 min later still no cellular connection. I don’t believe I should be charged for cellular service for my watch until it is operational.  They should have had all of this worked out prior to roll out.  Will probably return watch.  Cellular was the only reason I purchased it in the first place.

Tutor

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6 Messages

5 y مضت

Return the watch immediately, as Apple extends a “two weeks no questions asked” return policy. It is October 10, 2017 as I write this, and the cellular/iWatch “number sync” problem has not yet been resolved.  I spent approximately 6 hours in my local AT&T store yesterday,  in Seattle Washington, where three dedicated AT&T senior employees stayed after hours on the telephone with AT&T’s “advanced technical support“ to try and resolve the issue.  While AT&T “advanced technical support” has been tasked with the challenge of resolving this serious issue/flaw it is apparent that after 6 hours of troubleshooting, they are simply experimenting with the issue and have no clear fix on hand. I give credit to the three store employees who tried to help, but all of us were left shaking our heads at the inefficiencies of the AT&T “advanced technical support” who mercilessly, and repetitively, subjected us to multiple re-booting, and re-logging in, exercises without any seeming conscious or professional regard for our time, sanity, or dignity. 6 hours is ridiculous.

 

This is a unconscionably poor rollout of the new product/service that should have been honed at AT&T’s and Apple’s higher  corporate/technical levels before hitting the consumer. Instead, the companies have embroiled unwitting and loyal consumers in an untested rollout. That said, the AT&T representatives at the store were at least gracious and humble enough to acknowledge that it was an AT&T problem, in as much as the Apple hardware was not in question. 

 

Return the watch while you can, and send the message back to the top. Purchase again after you return to this message board and see that the number sync issue has conclusively been resolved. Let the corporations get it right before your time and energy is devoured. You bought an iWatch 3, not a golden ticket to be a beta tester. 

Teacher

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8 Messages

5 y مضت

I spent 2.5 hours at the Apple Store yesterday. They dialed in to ATT Advanced tech support and finally got it working! The fix was simple. They just had to change my user ID. I was getting frustrated because at one point an error code popped up saying my “I was denied access due to my credit worthiness”. Really ATT I clearly have already paid for the watch AND Added the $10 cellular plan. I immediately logged on to see if they had ran my credit and they had not. I would really like to know why that particular error code even popped up. Needless to say I will definitely think twice before purchasing a new device from ATT because their customer service and resolution specialist score an F in my book! 

Tutor

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6 Messages

5 y مضت

“They just had to change my user ID?”

 

Dear SassyMaxine:   Following your successful celluIar set-up, l returned to AT&T store today and they still could not get ANYBODY’S  (ie.,not just my iWatch 3) Apple iWatch 3 to number sync with cell service. I showed them your post indicating that they just had to change user ID. Unfortunately, that did not work. By the way, what user ID, specifically, are you referring to? Apple user ID? Your AT&T user ID? Or something else?  If you happen to remember the specific steps that were taken that resulted in success, it would be great if you could list them in detail here.

 

Or, since this is a community board perhaps the AT&T or Apple representative who assisted you could finally post the specific instructions needed for all other AT&T and Apple representatives to correct the issue as outlined by the many other dissatisfied users on this board having the same iWatch/cellular problem.

 

The AT&T representatives attempting to help me at my Seattle location have vowed to call me back in two days with more information concerning a fix, or the continued absence of a fix. So, I will keep the watch for two more days and repost then, hopefully, with a story of success. So far, it continues to be a box of rocks...

ACE - Sage

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100K Messages

5 y مضت

@LegacyClient   In order to use number sync, each person must make a user account with ATT with a user ID and password.  It is this ATT ID and password you use to login and use number sync.  

https://www.att.com/esupport/article.html#!/wireless/KM1008917

I already had a user ID and password and was using it for ATT messages.  I had to change my password to get number sync to work.  

 

Apple really messed this one up....

 

Tutor

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6 Messages

5 y مضت

lizdance: Kudos for the assist. Each piece puts the puzzle together. Unfortunately, in the six hours I spent at AT&T the first time around the representatives there set me up with AT&T access ID, AT&T preferred ID, and then had me change both IDs, after they both didn’t work for cellular number sync. Then, we did it all again, rebooting both my iwatch 3 and my iPhone each time. We did a lot in 6 hours. It’s seems that the path they were on was the path you took to success. It just didn’t work for us. Another  requirement was to wait “up to two hours“ for access ID changes to take effect that would purportedly allow number sync to occur. We have observed these two hour waiting periods to no avail either. At this point, i’m just waiting for more consumers to go through the iWatch-number-sync-slapping-machine before I return to AT&T in two days to see if epiphanies, revelations, or blind luck have paved a better way. Thanks for your info. 

Teacher

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8 Messages

5 y مضت

The user ID was for my ATT account. 

 

Once they reset my user ID they unpaired my watch from my cell. Then they restarted both the phone and the watch and then repaired them. Once that was done they were able to activate the cellular plan on my watch via the number sync. 

 

I hope this helps! 

Tutor

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7 Messages

5 y مضت

I had a watch that paired to the AT&T network on WatchOS 4.0.0.

 

I then updated to WatchOS 4.0.1, cellular didn't work. I spent 5 hours fiddling with stuff and an hour going to the AT&T store.

 

What eventually fixed it was that I erased all the data on my watch, then unpaired the watch (about 3-5 minutes) and re-paired it to my iPhone (about 10 minutes). Everything came back up, and it's back working again.

 

 

Contributor

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1 Message

5 y مضت

I spent hours as well to get my series 3 watch to activate.. I have a 12 yo 1400 min talk/text plan and grandfatherd 2 of the old unlimited plans.  The basically telling me I must change data plans.  Screw that! It’s a ruse to rid of the old unlimited plans.  I heartily encourage others to go elsewhere 👍

Tutor

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6 Messages

5 y مضت

Keep us posted 

Tutor

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6 Messages

5 y مضت

Count me in as a victim ! Lol 8 hours on the phone with 3 tech reps and 2 cs reps + 2 hrs at the corporate store , 10 hours in 3 days time span .  Getting the Watch to numbersync is the main problem , they end up adding 3 additional wearable lines to  troubleshoot the issue and had to cancel those lines afterwards , hope I don’t see any extra charges on my bill . Overall still no cellular on my Watch 

Tutor

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6 Messages

5 y مضت

 Finally, finally, finally… got mine to work! To recap, I have now spent over 10 hours, on three different days, with AT&T representatives in my local AT&T store and they were stymied as to why they could not get it to work. I called Apple, and the base level Apple representative said just return it until AT&T figures it out.  I went to my local Apple Store, and the representative there said he heard the buzz in the street was you had to have the right AT&T plan in the first place in order for the iWatch 3 to work. This is not something that was on the radar at the AT&T store. In fact, the AT&T reps there discussed the possibility that it could be the plan and decided that was irrational. After all, I have had an AT&T plan, unchanged, since the original iPhone came out 10 years ago. I have 6 iPhones on that 2007 plan, many of them grandfathered in to the original 2007 “unlimited data“ deal that AT&T offered back in 2007. Why would AT&T make it difficult for a business client like me who spends approximately $700 a month on AT&T cellular service for multiple iPhones to fire up one lousy iWatch 3 on my good ole’ grandpappy plan; and make it so much easier for the proverbial millennial with a vape pen, a first tattoo, and a new individual plan to unproblematically add an iWatch 3 with cellular service to his/her plan? Why indeed?  Without benigma able to answer these cosmic questions, I am exhausted but happy to finally report that, upon changing my AT&T plan, it was very easy to get my new iWatch 3 up and running with cellular service. It was the AT&T plan all along. Why AT&T representatives do not know this is ridiculous, and should be unforgivable from this point forward. Yes, you and the AT&T representatives may have to take all of the steps indicated by others above, such as changing your “My AT&T Access” password and ID (I now have three IDs, have three passwords; Thanks AT&T!) restarting, rebooting, and so on, and so forth. But don’t do any of this until you know you have a compatible AT&T plan in the first place!  As contributor Rja3869, above, points out: AT&T maybe using the iWatch 3 to scam you out of a plan that was a good deal for you.  You’ll need to be the judge there.

Contributor

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2 Messages

5 y مضت

omg, I can't even get to those problems yet.  My watch, 2nd one, 3rd generation (bc the Hermes Double wrap strap is too small on both watches that they tried with me...2nd one fits better)! New out of the box won't sync or connect at all.  Was hung up on and didn't know it and am currently on hold 56 minutes.  Never had this watch and thought things would be easier, not more complicated. ugh!!

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