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Replaced apple watch 6, Activation Error / No way to "unlink" old phone

pinetree
I've been here awhile

Had the Apple Watch battery replaced, restored everything when I got it back.  But I can't activate the cellular on the watch.  

1) When I click on My Watch > Cellular, I have a link to "set up cellular". I tap that, and am brought to a page with a button to Set Up Cellular.

 

IMG_5386.jpeg

2) When I tap "Set up cellular", I get an activation error, asking me to "Unlink the other smartwatch".  

 

IMG_5384.jpeg

3) Clicking on the red "OK" button just dumps you back to the settings screen.  Clicking on "unlink the other smartwatch" brings me to a help page that says to click on My Watch > Cellular, etc, and the whole thing repeats itself - a circular loop.  (Here's the help page:  https://www.rogers.com/support/mobility/how-to-unlink-your-apple-watch-from-your-iphone)

 

Apple says this is a Rogers problem.  The Rogers store said they don't have the ability to fix it, but try calling Rogers tech support.  Tech support was completely useless, and after 2h, I gave up.

 

Here are my details:  

- iPhone 15 Pro Max, with iOS 17.5.1 (latest) 

- Apple Watch 6, with WatchOS 10.5

- Checked in MyRogers, and the Watch plan is still active

- Tried restarting the iPhone - problem still remains

- Tried unpairing and then repairing the Apple Watch - problem still remains.

 

Any ideas?  This is BEYOND frustrating

 

Randall

12 REPLIES 12

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

RogersMoin
Moderator
Moderator

Hello, @pinetree.

 

Thank you for your detailed post with the pics. We welcome you to our Community!

 

I appreciate all the troubleshooting you have done to unlink the watch. We can try again from our end to see if we can unlink it; please send @CommunityHelps a private message. You can find details about our private messaging in this blog.

 

Cheers,

RogersMoin

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

Guinness
I've been here awhile
I’m having the same issue - what was the outcome?

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

pinetree
I've been here awhile

FINALLY found a rep who did it all on the back-end.  A colossal waste of time.  Good luck!

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

Hi @Guinness, welcome to the Community!

 

If you're having trouble linking/unlinking your Apple watch we can definitely help you with this. You can contact us by sending a private message @CommunityHelps so we can assist you further.

 

 

 

 

RogersZia

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

Slap2
I've been here awhile

Same problem with new Apple watch. How do I resolve this?

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

Hello, @Slap2.

 

Congratulations on your new Apple Watch! We appreciate you joining our Community and sharing your concern. We have responded to your PM; we look forward to unlinking your previous watch.

 

Cheers,

RogersMoin

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

ctarda
I've been around

Same problem here. How can this be solved?

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

Slap2
I've been here awhile

I called in to Rogers support. 55 min on hold, 5 minute fix

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

Hello, I am having the same issue. Can someone assist?

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

Hello, @bm202020.

 

We're delighted to welcome you to our Community and this discussion thread; we're here to assist. Please send @CommunityHelps a private message. We detailed more info about our private messaging in this blog

 

Cheers,

RogersMoin

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

MichaelDee
I've been around

Same problem here. I just sent a message to @CommunityHelps 

Re: Replaced apple watch 6, Activation Error / No way to "unlink" old phone

Hello, @MichaelDee.

 

We are thrilled you joined our Community. Thank you for connecting with us in private messages. It's good to know your old watch has been unlinked. Thank you for being a member of the Rogers family. 

 

Cheers,

RogersMoin

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