Family Setup Apple Watch & ATT = Monumental Frustration, Hours Spent on Support, And Still Watch Does Not Have Cell Service - HELP!
I recently bought two Apple watch SE (2nd generation) to function as a stand-alone watch for my kids (e.g., they don't have phones, so they will use the watch as a phone).
Over the last 24 hours, I probably have spent 6 + hours with support with only partial success. I have followed the generic instructions for adding the watch via family setup, which works as expected. The issue on both has been the configuration related to adding a cellular plan, in each case, following the on-screen prompts, I receive a message indicating that the eSIM has been deleted or is missing and provides a support number to call.
Watch 1: The support agent was able to get the cell service enabled for the first watch (on 11/29). I am unclear as to what he did on his end, but after confirming the IMEI and EID, and resetting the Apple watch various times, the watch finally got stand-alone cell service. This took approx 2 hours. I had to cut the call short due to family obligations, but the agent offered to call back at a specific time to assist with the second watch. I was surprised by the offer, pessimistic that anyone would call, and as expected, no call came.
Watch 2: So far, after 2 separate calls to support, various promises for call back and 3+ hours interacting with support, I still do not have cell service on the watch. It seems odd that each agent seems to be aware of issues, but they don't have a common set of instructions for how to assist. If anyone from ATT can actually resolve the issue, I would be eternally grateful. I feel sorry for all the people who will get these family setup/standalone devices for the holidays - from my experience, they will be faced with countless hours of frustration trying to get it working. This does not seem to be an issue with Apple, it looks like a network issue with ATT.
Any advice would be much appreciated (aside from the generic steps on the ATT site, as they don't actually work).