Forum Discussion
Apple Watch cellular won't activate on EPP plan?
I switched from Rogers and have used the Apple Watch on their network, Freedom's and Bell's with no issues over the last 7 years. Telus tech support reps keep saying my watch must be locked to a carrier and that I need to reset my watch back to factory settings (which makes no sense - the two are unrelated). Searched google and read up on this forum and seen reports of others having issues with Apple Watch cellular plans not activating with EPP plans and that they had to submit tickets with tech support to the agents on the back end to provision the account properly in order to fix. I called in and had an agent submit a ticket and am waiting to hear back. How has Telus still not fixed this documented issue multiple years later? Definitely not a great impression for a new customer.
10 Replies
Did you ever get this figured out? I bought an iPhone and apple watch last year for the sole purpose of using the one number plan with my watch. Took months talking to multiple Telus employees and not a single person had even the slightest idea what could be wrong. It’s been a year and figured I’d give it one more go before switching back to a Samsung phone or perhaps a different provider. I just did a google search and google AI told me more than all those Telus employees together. I feel slightly more optimistic but am afraid to reach out to Telus again to just be left as frustrated as I was last year. Any advice would be helpful.
TELUS_SupportOfficial Support Team
I'm glad it was able to be resolved and apologize it took so long to get it done!
Yep it did. It had to be escalated to the back end and a ticket put through but they did call me back a few days later and the line was provisioned properly for EPP and the pricing even corrected from the $10 a month that it would display when I would try to activate to the $8 that it’s supposed to be for EPP. Escalate it! It’s annoying that this issue still exists after all this time but they do know how to fix it once it gets escalated in a ticket.
Forgive my ignorance but how do I create a ticket?
- TELUS_Support
Hey SKlenk29 - We hear you, that sounds frustrating. We'll go ahead and send you a PM so we can look over our options.
- TELUS_Support
Hey blackdog14 - Thanks for letting us know this feedback, we appreciate it and understand its been a frustrating journey with that issue. Were you able to get in touch with an agent yet about your ticket?
no I received a call back today from a tech support agent who asked me what my issue was. so the first tech support agent didn't escalate it at all just booked another front end tech support agent to speak to me about it. thankfully this one seemed a little more competent than the other 2 I spoke with and he's escalated it to technicians to work on the back end. He said it could be up to 10 business days before I hear back on it being fixed......
- TELUS_Support
Can you keep us posted please ? We have limited access to EPP accounts but if nothing changes, we'll review the notes on your account and send an email to the person that's helping you. We'll also send you a private message shortly in order to gain access to your account and maybe speed things up.
