can't set up cellular on apple watch

[Katrina]

My son's apple watch number is under my account, it is a standalone smartwatch plan(falimy set up).

After I reset the watch, just can't set up the cellular back, keeps showing this page

 When I check my Bell account, the device imformation is still under that number,

Is it because the watch IMEI still paired to the esim, how can I remove/unpair, so that I can reconnect again?

I have called several times, have not solve the problem yet. The only way is wait for them to call back???

[BellKris]

Hi there @Katrina, and welcome to the Community.

We're happy to hear that you've called in and spoken to an agent. Did you make a ticket with Tech Support? If so, please keep us up to date as to any updates.

In the meantime, we'd recommend taking a look at our support page on How to pair and activate my smartwatch. Additionally you can confirm if your specific model of Apple Watch is supported in Canada, check out Apple's support page on Compatible Models and Supported Carriers

Looking forward to hearing back from you.

[Carlos · Accepted solution]

I have just lived the same experience and you are correct in your assumptions. When you reset your cellular smartwatch, you must ask Bell to completely delete the smartwatch plan (not just disable it) on their system and then wait several hours until the request has fully been processed in their systems. Then you should be able to setup a new smartwatch plan through your smartwatch. BTW, it was thanks to your theory that I found a solution to this problem!

[Katrina]

Ask Bell technical support to call you back, cancel your watch plan (that means you'll lose the watch number you have), and set up a new watch line (get a new number, exact the same way that how you got the old one).

↑ Only takes 1min to do that, but it takes me more than one week and called more than 10 times to reach this point! How! (I have asked the Bell customer service before if we can do that in order to solve the problem,the answer is ‘No', but the Bell technical support helps me in the exact same way!)  

[Deborah]

Katrina.. we have 2 iphones and 2 cellular Apple Watches each watch sharing numbers with a phone.  (so we each have an iPhone, and a watch ).    We are each getting a new watch.  They are to be delivered today.   I want to replace the 2 Apple Watch Series 4’s with the 2 Apple Watch Series 9.   All four devices share data.   So I don’t see any articles on replacing a watch.   Do I remove the two Apple watches from my plan and then add them and will they get connected to the proper iphone?  or do I have to call Support for this?   Thanks kindly. 

[Deborah]

Just a quick update to let you know that I talked to Bell and that I have this resolved.  as a previous post said in order to  replace an an old Apple Watch with a new Apple Watch sharing your existing cell phone number, share plan, you must first have Bell completely remove the old watches .   She did this, but she missed something that had to do with the phone.  I was setting it up when we were on the phone together.   The same phone I was setting up the watch on not a problem.

Whatever she did on her end with the phone set up worked.   I was able to see on MyBell account that both watches were then gone.   Then I was able to set up my new watch using apples instructions    Basically just pair the watch and when it says select cellular plan, I say I’m setting it up for myself not a family member.   Everything worked perfectly.   Thing that she said to me, was to set it up as a new Apple Watch, and not ReStore from back up to avoid problems, which I did .  I lost all my watch faces, but it’s not a big deal.  

I would suggest that Bell create set up instructions that are easily found / visible on how to REPLACE an Apple Watch with a newer one. 

Here are the basic steps:

Step 1:  call Bell and have them completely remove your old Apple Watch from your plan. This includes an update to your phone on their end.  

Step 2:  once the Bell plan no longer has any trace of your Apple Watch then you can set up your new Apple Watch. Make sure it is removed and not just disabled.

Also worth noting:   I had a ‘complex’ password, set up for my Bell account .   You have to enter this when you’re setting up your watch in the watch app on your phone.  I was super careful to enter it properly yet it would not take it.  so I had to go to a browser and change my bell password. Once I used a smaller less complex password, it worked.

It would be nice if Bell could figure out a way that we could replace a watch without having to call them and go through all this.  It is very time-consuming for everyone involved.     

thank you

[standalon3]

Currently going through the exact same experience. For 3 weeks they would tell me to wait for a call back in 24-48 hours. The last person told me to wait 3-5 business days. I already have a watch line activated so none of my kids have been able to use their watch.  Now my return windows is a few days away and I'll end up having to return the watches or calling Telus and transferring my service over to them since they support family share. It really has been a horrible experience. The last tech who asked me to give them 3-5 business days also said that if I get the watches from Bell, there's a chance it would all just work as it should. Like I'd be inclined to reward Bell for making me go through such a terrible experience. 

[Mrsneems]

We finally got it resolved today after escalating it to a supervisor. She was helpful, but it did take a week to resolve the issue. Basically as someone already mentioned, you have to get a completely new phone line.

[yukons]

I'm going through the exact same thing. I bought two watches for my kids for Christmas. One works but the second doesn't. I've called over 10 times, even send back the original watch and gotten a new one. Still having the same error and the tech support reps are zero help. Keep getting put on hold and transferred about. Tonight I was on and off hold for 2.5 hours and it's still not working. 

[standalon3]

Did you set them up through the Apple family share setup? That seems to be the reason why we're getting the error when we try to add a 2nd line through the family setup.

[needwatchhelp]

Yes both watches were setup through family set up. Identical watches. Would only allow one. 

[FMD]

Something has changed.  I tried again today and now I can access the ‘connected devices’ screen again.  All of you should try adding the watch again and see if it works…

[PLeaseFix]

Same.  My son also been waiting since Xmas, I feel horrible since my daughters had no issues. Bell does not respond to my emails said they would call me back… nothing… 

[yukons]

Finally got through again to be told "We need to escalate this and someone will call you back." I laughed out loud and told her that I've literally heard that now at least 20 times. UGH. So annoyed I'm seriously considering moving all our phones to another carrier just out of spite.

[yukons]

For Christmas both of my kids received an Apple Watch. We set up the first one with no issue. While setting up the second we received this error. Have been calling in since Christmas with no help from Bell. They keep transferring me from agent to agent and after an hour on hold I'm told someone will call me back. 

 

I have been calling since Christmas to be told, "We're escalating and someone will call back." No one ever does.