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amaoro11's profile

2 Messages

Saturday, December 23rd, 2023 3:31 AM

Apple watch cellular wont connect

Currently paying for cellular data on apple watch series 8 however in settings it states that "no sim" "no plan". This is not true because I pay for my watch plan every month. I have had no issues for almost a year until recently. Today I Spent 3 hours trying to get ahold of tech support via phone only to be continuously re-routed to "ausurion". I do not need asurion my watch is fine this is a network/sim issue. Please give me a solution or I will leave att. I am a first net subscriber. 

Accepted Solution

5 months ago

I struggled with this same issue (AT&T Cellular Not In Use) after going through the cellular setup in the watch app.  I was able to resolve it by doing the following:

- Under the Watch app cellular menu I tapped on the info icon and selected 'Remove AT&T Plan'

- I then unpaired my iWatch from my phone

- I then went to Go to My Account on the AT&T website and clicked on 'Manage Wireless' under my listed device

- Under the management page for this device I clicked on 'Device Options'

- Under 'Device Options' I clicked on 'Manage your SIM'

- Under the 'Manage your SIM' I selected 'Get A New Sim' and clicked on 'Get Started' to generate a new SIM

- Once I got notification that the new SIM was generated I started the setup process to re-pair my iWatch under the Watch app

- I then followed the Setup Cellular prompts once I got to that step

- During that step I just needed to validate my address for 911

- Once that completed I powered off both my iPhone and iWatch then started with powering on the iPhone and then the iWatch

- After a little bit of time the watch app properly registered the AT&T Plan and my watch connected to the cellular network

There was a lot of fumbling around and frustration trying to get it to work prior to this but this sequence ended up working for me.  Hope this works for others who may have this issue.

ACE - Sage

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118.2K Messages

6 months ago

Have you taken your phone and your watch to an AT&T store for assistance in adding a cellular plan on the watch?  (Just because you are paying for a watch line on your bill does not mean you have turned on cellular service on the watch itself)

If AT&T has trouble getting cellular turned on, the next step is to take it to Apple and possibly get a warranty replacement. If you've had the watch 8 months you still have 4 months left on your warranty which is provided directly through Apple.

Or follow these directions:

https://www.att.com/support/how-to/wireless/accessory-get-started/

These directions are likely to add an additional line so please watch your bill. You may have to call AT&T to disconnect any additional watch lines that are added to your account in the activation process

Community Support

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232.8K Messages

6 months ago

Hello @amaoro11

We hear you and let's get the help you need. 

As our ACE @formerlyknownas mentioned, please try troubleshooting the steps provied on our support article. Also please find additional steps to utilize data plans on your smart watch.

To find the active data plans- 

  1. Go to your myAT&T account overview. Sign in, if asked.
  2. Scroll to My devices. You’ll see the usage for each device on your account.

To turn the cellular data, please follow the below steps:

  • On your iPhone, open the Apple Watch app.
  • Tap the My Watch tab, then tap Cellular.
  • Tap Set Up Cellular.

Hope this helps! Feel free to reply for further assistance.

Thanks for visiting AT&T Community Forums.
GaryN, Community Forums Specialist.

 

2 Messages

6 months ago

No this does not help. I already tried that multiple times. I get an error that says I have more than one watch plan and to call customer service. The rep I got could not figure it out, I asked for escalation since I am paying for this line monthly and do need it at my job (nurse). The escalation was a transfer to asurion. I do not need a replacement for this type of error. There is something wrong on the network end but no one can help. 

Community Support

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232.8K Messages

6 months ago

Hello @amaoro11

 

We understand and the gravity of the situation, and we would like to provide all the help we can. 

 

I am going to reach out to you in DM to look at account details and help you further. Please look out for a DM notification from us. Looking forward to speaking with you!

Thank you for contacting AT&T Community & Forums,
Gary, AT&T Community Specialist

3 Messages

6 months ago

Turns out this is a NETWORK-WIDE problem that AT&T has had since December 17th, 2023. They do not have a fix yet, but they insist on demanding a restocking fee if you try to return the non-functioning watch. AT&T KNOWS about this problem and they REFUSE to admit it in public. Last night there were THREE different families all with the same issue who were seeking help at the Walnut Creek, CA store, and the service reps finally admitted it was a known issue, but they had no resolution yet. SHAME ON AT&T for knowingly selling non-functioning Apple Watch SEs and for not admitting that it is their problem!!

ACE - Sage

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118.2K Messages

6 months ago

@ljohainca 

And yet thousands do work just fine?  

Those are warranted direct through Apple.  Contact them for an exchange 

1 Message

6 months ago

Just got off the phone with att tech support. This is an issue on the Apple side and not ATT. They need to work that out together but the att tech was able to resolve by manually releasing a new eSIM right before hitting set up cellular service during watch paring on a iPhone. It’s a tedious process over the phone that requires you to unpair and wipe the watch to factory setting but the nice woman got both of my daughters SE second gen watches activated and set up.

(edited)

New Member

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3 Messages

6 months ago

Just solved this with Tech on the phone. I had new Apple Watch SE that wasn’t connecting to ATT even though ATT showed that I have a plan. It is for family member. I had to go on Apple Watch app in my iphone. Connect to family member watch. Then go to “cellular”, remove ATT plan. The att tech on the phone then issued a new eSIM. I then had to reconnect to att plan. Took a min to download. But then the the watch immediately connected to cellular service. Easy peasy if you can get a good ATT tech on the phone. Did not require factory reset or even a power cycle. Good luck. 

(edited)

ACE - Sage

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118.2K Messages

6 months ago

@ljohainca 

Read the previous replies.

The problem is on the apple side. And oftentimes the only way around it is to get the device replaced.   If you are lucky enough to get someone with AT&T who is knowledgeable on how Apple has this messed up They may be able to help you. Otherwise they're going to make the same suggestion I did which is to get a warranty replacement which has to be directly through Apple.

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