eSIM for I-phone 16 & Apple Watch 10 not pairing

[Canard72]

Just recently upgrade my cell and Apple Watch. All information from old phone to new phone was transferred using eSIM. Been trying to pair phone and Apple Watch but for some reason, watch isn’t syncing to cell phone plan using the unlimited $10 service. Hasn’t anyone had this problem? I’ve called Telus x2 times and spoke with representatives & tech support and no one has solved this issue. This is frustrating!! 

[NFtoBC]

Do you have a regular retail account or an EPP account? I recall EPP accounts weren’t able to add Apple Watch to the account.

[TELUS_Support]

Thank you for reaching out—we want to help resolve this issue for you as quickly as possible.

If you haven’t already, here are a few steps you can try to troubleshoot:

Unpair and Re-pair the Apple Watch:

• Open the Watch app on your iPhone.
• Unpair your Apple Watch.
• Restart both your iPhone and Apple Watch.
• Pair the Apple Watch again and follow the prompts to activate your cellular plan.

Check eSIM Settings:

• Ensure that your iPhone’s eSIM is active and functioning properly. Go to Settings > Cellular and confirm your cellular plan is active.

Update Your Devices:

• Make sure both your iPhone and Apple Watch are running the latest software versions.

Re-add the Cellular Plan to the Watch:

• On your iPhone, open the Watch app > Cellular > Set Up Cellular.

If you’ve tried these steps and the issue persists, it may require further technical investigation. Please send us a private message with your account details, and we’ll escalate your case to a specialist who can ensure this gets resolved.

[Canard72]

Hi,

All of the above steps were taken to resolve the issue. The technician whom i first spoke with had mentioned there was an issue on the Telus side and will be in contact. I have not received a phone call or email in return letting me know what has been done to resolve the issue. I have a third phone appointment with an representative this morning. This has gotten really problematic and hopefully I can get this fixed, if not I will physically go into an actual Telus and speak with someone. 

[TELUS_Support]

OK, can you send us a private message?

[erickr]

Were you able to get this issue resolved?

I’m running into the same issue and so far Telus customer service has been useless. They don’t know why it doesn’t work, it just doesn’t.

I have an escalation with Apple to let them know Telus is not a reliable Apple Watch partner, and to get advice on what carrier actually supports the Apple Watch cellular model in Canada without such a fuss.

In the meantime I have a support ticket with Telus but I have no hope they can fix the issue based on my interactions with Telus customer service. What a sad state of affairs, it’s really depressing that Telus cannot get something so basic working. 

[Canard72]

Hi

erickribeiro,

Yes, the issue was resolved after about 6 repeated calls to customer service. One of the Telus technicians finally called me back. It had to do something with connection on Telus side which was really weird. My suggestion is to call Telus back and speak to one of the technicians and not customer service.

[TELUS_Support]

Hi there, if you still require assistance, can you send us a private message? 

[erickr]

It has not been resolved after multiple calls to both Koodo and Telus support. I have an open ticket with Telus but customer service says the ETA for anyone to look at it is 8 days, which is absolutely unacceptable.

I've already switched from Koodo to Telus to try to get this resolved, and I will switch to another carrier if this is not solved by EOD. You should not be putting customers through so much pain just to activate a non-essential convenience feature, this is nuts guys.