4 Messages
AT&T FirstNet nightmare
Just the latest issue on a long list: firstnet iphones can’t have family setup??
When we switched from Verizon to AT&T first net, I was very clear with what I wanted the Apple watches for. I purchased an ultra two for myself, and an SE that was for a family share set up for my elderly mother. I was clear that the SE would never be connected to her iPhone. This was for a variety of reasons, but not the least of which was that she is a Verizon customer. When we purchased the watches, the salesman put both watches under my first net profile.
While purchased on October 21, due to other nightmares with AT&T first net, I did not open the SE until December 25 to set it up for my mother. I was given the message on my phone that I was not able to set it up with cellular. A phone call to first net yielded me directions to go to a corporate store to have the watch switched to my husband‘s profile.
On December 26, we spent nearly 3 hours at a corporate store, and they were not able to get the watch to connect to cellular. We were told that any additional Sim assignments to that watch would mean it was tagged for fraud. we were directed to wait 24 hours to see if the Sim caught up with the watch and if not to contact AT&T/1st net again.
Today is the 27th, and I have contacted First net, Asurion troubleshooting, and Apple Warranty support. The Watch is still unable to be connected to a cellular network as a family share. At this point, I don’t think it is possible and I was lied to by the sales person so he could make the sale.
Does anyone have any experience with family share on a first net iPhone?
formerlyknownas
ACE - Sage
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117.3K Messages
4 months ago
This has nothing to do with whether the watch was purchased under FirstNet. It has everything to do with you buying the watch two months ago and not activating it. Because it wasn't activated with cellular service AT&T assumed that it was lost or stolen and blocked the device as such
You'll have to contact AT&T and see if they'll be willing to remove the block, or exchange the watch.
AT&T's policy is that devices should be activated within 14 days but maybe force activated between 7 and 14 days to prevent fraud.
Setting up a watch as an individual device, not connected to a phone is called family setup. Family share is just part of family setup.
https://support.apple.com/en-us/HT211768
(edited)
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careymendi
4 Messages
4 months ago
I don’t think that’s the issue.
I purchased my Ultra 2 the same day and had to wait to activate it until the end of November when we got our phones. I had zero problem activating it. Also, I have contacted AT&T, First Net, and Apple. I’ve been to a corporate store regarding this issue.
The SE watch can be connected to an Apple ID, and it can operate as a connected device, it just won’t activate the cellular network.
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formerlyknownas
ACE - Sage
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117.3K Messages
4 months ago
Then get it replaced. Apple warranty is active for 1 year, warranty is directly with Apple not through the service provider
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ATTHelp
Community Support
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231.7K Messages
4 months ago
Hello @careymendi,
We hear you and let's get the help you need.
Thank you ACE @formerlyknownas for providing the valuable input, we would recommend to contact FirstNet team who is well-equipped to assist you with this, also you can try the below steps to connect with cellular data.
Pair your watch via the Watch app on your iPhone.
Hope this helps! Feel free to reply for further assistance.
Thanks for visiting AT&T Community Forums.
GaryN, Community Forums Specialist.
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careymendi
4 Messages
4 months ago
@ATTHelp
Those are all steps done at the AT&T store. We went to the store because that was what the FirstNet team told me to do. The watch is unavailable to connect to cellular…the store attempted to switch the watch to my husband’s firstnet profile, when that didn’t work, they attempted to put the watch on an AT&T consumer account. When they couldn’t accomplish that, they tried changing the SIM three times. Nothing brought about the ability for the watch to connect to the cellular network.
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ATTHelp
Community Support
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231.7K Messages
4 months ago
Hello @careymendi, we understand where you're coming from, and we're here to help get this taken care off.
We have initiated a DM to look at account related information to determine the best course of action for this case. Please look out for a DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums)
We look forward to helping you!
Thank you for contacting AT&T Community & Forums,
Andrew, AT&T Community Specialist.
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Lockdowncraziness
Former Employee
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2.6K Messages
4 months ago
@lolkda Please do not hijack someone else’s thread.
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lolkda
8 Messages
4 months ago
@Lockdowncraziness ok
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Frankier
2 Messages
3 months ago
We are having the same issues. I bought two Apple Watches for my kids for Christmas to setup under my phone on family share. The FirstNet rep couldn’t get it to work, we went AT&T store and they couldn’t get it to work. Repaired to my husband phone, didn’t work. Repaired to mine and didn’t work. Each time we get this message: The FirstNet account on this iPhone cannot be used to add a cellular plan to “Grace's Apple Watch“.
For more information about Apple Watch cellular plans visit https://www.apple.com/watch/cellular.
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moonmagic74
8 Messages
3 months ago
I’m sorry you’re having this issue. The tech on the phone finally figured out. It appeared that the sim that they address to my phone was not an electronic one but for a physical one - something like that. And that was incompatible with the watches. Once they added the right type of sim i was able to pair them. I don’t know if I’m using the right words to explain this, but I hope it helps.
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