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erickr

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Joined 12 months ago

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Re: Apple Watch cellular plan fails to activate on Koodo and Telus
My issue has been resolved after customer service opened a ticket with the back office. Apparently a new cellular line had to be provisioned manually by a technician. After the technician provided the line, he called me to perform some tests and confirm everything was working. If customer service asks you to reset your watch and the issue persists, ask them to open a ticket for you. Customer service doesn't seem to have the tools or know-how to solve this issue on their own. Good luck to you all. I know this issue is super frustrating but it can be resolved if you connect with the right folks at Telus. I wish it wasn't so complicated but it is what it is.
12 months ago Place Mobility
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Apple Watch cellular plan fails to activate on Koodo and Telus
Hello, I received an Apple Watch Series 10 (GPS + Cellular) that was purchased directly from Apple Store as a gift during Christmas. Since then, I've been unable to activate the cellular plan through the Apple Watch app despite multiple calls with both Koodo and Telus customer support and following all troubleshooting steps, including updating the software to latest version and unpairing/re-pairing multiple times. Both Koodo and Telus customer service seem unaware of what to do and unable to effectively resolve the issue. I've also contacted Apple and they are convinced this is a carrier issue. Has anybody been successful at activating the cellular plan through the app in a self-service manner? If so, did you buy the watch from Koodo/Telus or from Apple/third-party? I'm trying to determine if Telus and Koodo are intentionally making it difficult to activate Apple Watch cellular plans if the watch was purchased through third-party instead of them. Thanks!
Solved
12 months ago Place Mobility
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Re: eSIM for I-phone 16 & Apple Watch 10 not pairing
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.
12 months ago Place Mobility
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Re: eSIM for I-phone 16 & Apple Watch 10 not pairing
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.
12 months ago Place Mobility
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