Problems Activating One Number to link apple watch

[SMR]

I am trying to set up an Apple SE watch for my daughter. It seems to be so complicated! I have visited vodafone stores, many messages and phone calls to vodafone and no progress. I have my own vodafone subscription and have a start M subscription for her. So we both have a phone number each. We have all the minimum IOS etc. I was told I need to activate One number on my iphone so she can start making calls. 

However I keep seeing the message..."The vf nl acount on this iPhone cannot be used to add a mobile plan to ...watch"

Can anyone help?

[Cecilia]

Hi @SMR 

I see you have 2 mobile subscriptions, one for yourself and one for your daughter. In My Vodafone the entitlements of your profile are correct to order OneNumber. The error is not caused by an admin fault. However, you need to order OneNumber is an addition of your mobile plan. So if you want to order OneNumber for your daughter, this needs to be ordered for her mobile plan. When I check the details, I see her sim is placed in a Apple Iphone 6S. This device isn't updated with the latest iOS and isn't supported anymore by Apple. OneNumber can't be ordered with this phone. 

When you order OneNumber on your own device (iPhone 13), you can order OneNumber for your own mobile plan (this simcard is in this phone). You can not order OneNumber with your mobile plan/simcard for the subscription of your daughter. These are 2 separate subscriptions. You need to switch simcards for this. I also see that you had contact with one of my colleagues and you are going to visit a Amac store. Please keep us updated.

[SMR]

Hi Cecilia, Thanks for the reply!

I see you mentioned an iPhone 6 but I have an iPhone 13 which is up to date with all IOS. After your message I looked under my apple account and saw that an old iPhone 6 was linked to my account. Could this be the problem? I have now deleted this from my apple account. 

How would I switch SIM cards to activate One number? my daughter has an ESIM not a physical SIM. 

Yes I visited the vodafone store and the Amac store but no one could help. The same with calling and messaging via the vodafone app. 

[Cecilia]

If you want to activate OneNumber for you daughter, her eSIM needs to be active in the iPhone 13. Otherwise you can't order OneNumber for her subscription, only for yourself. That's the reason why you get this error. 

The instructions for transfer an eSIM

Wait to remove the eSIM from the old device.
1. Install the Vodafone & Ziggo app on the new device and log in.
2. Make sure that two-step verification is enabled with a number on which you can receive an SMS.
3. Only now remove the eSIM from your old device via the settings.

Make sure that your internet connection remains active during the removal. Then the profile will be available again for another device.
4. On the new device, go to Products - Device & Sim. The eSIM is ready to be activated there.
 

[SMR]

Hi Cecilia, 

To change the ESIM: Do you mean the old device (my current iPhone 13) to new device (the Apple Watch)? I have tried to add the Vodafone app to the Apple Watch and that does not work. 

Just to clarify, I do not have an iPhone 6 and haven’t had one for years. Does it appear the ESIM is active in an iPhone 6?

thanks

[Cecilia]

That's not possible. In which iPhone is your daughter using the eSIM of her mobile subscription (Start M) ? When I checked yesterday, this was linked to an iPhone 6S. Now I see an iPhone 13. Do you both have an iPhone 13 currently? 
 

OneNumber is an extension of the subscription. So you need to order this for the mobile plan which is going to use this. You and your daughter have 2 seperate subscriptions, you Red Unlimited and your daughter Start M. Both subscriptions are active under 1 customer number (this also means 1 My Vodafone account). 

If your daughter wants to use OneNumber, she needs to order this on her iPhone 13 with her own simcard (eSIM). You can't order this for her (on your phone) with the simcard of your own mobile plan, because you only can order OneNumber as extension of your own seperate mobile plan. 

Your daughter needs to follow these steps:

- Open the Apple Watch app on her own iPhone
- Go to 'Mobiel netwerk' and choose 'Configureer mobiel netwerk'. 
- Login with the details of My Vodafone and choose 'Order OneNumber'. 
 

The Apple Watch you are going to use needs to be a cellular watch (you can recognize this by the orange or red on the crown)

Additional information: With the error: The vf nl acount on this iPhone cannot be used to add a mobile plan to ...watch" it's important to check if the iPhone and Apple Watch have the latest software. It is also important that your Apple Watch was purchased within the EU. Was the Apple Watch purchased outside the European Union? It may not work because it uses a different frequency.

 

[SMR]

Hi,

My daughter does not have a phone, only the watch. I have an iphone 13. Neither of us have an iphone 6, I do not understand why it was linked to an iphone 6 as none of us have that model. 

I was advised by the vodafone team on the phone that it was possible for my daughter to have her own phone number to make calls and send messages with her watch. She is only 10 so she is set up as a family member on my phone. I was told I needed to purchase the start M subscription. That I should then activate One number on my phone (not possible to do using the instructions I was given). Is this incorrect information?

Thanks for your help

[Cecilia]

Check. Thankyou for giving me some more context. Like mentioned before. Your daughter has an own subscription (Start M). With this subscription is an eSIM active. This eSIM needs to be active in a phone to order OneNumber. So in this case you need to install her eSIM on your iPhone 13. You can find the details of her eSIM in your My Vodafone account. When this eSIM is active in your iPhone and the hardware/software of the iPhone and Watch (EU variant) are up to date, then it should be possible to order OneNumber. 

[SMR]

Thanks for your reply. I have done all of the things you mentioned above but am still not able to activate One number, I keep seeing this message "The vf nl acount on this iPhone cannot be used to add a mobile plan to ...watch"

In the vodafone store they checked the ESIM and said it was active in my phone, are you able to double check this?

[Cecilia]

Hmm, strange. At least we know for sure that you are following the correct steps and also there is no admin fault for ordering OneNumber. The eSIM is currently active in an iPhone 13 with the IMEI number which ends with 143. 

Mostly you see this error if the hardware/software is not suitable for OneNumber. So please check if the IMEI of your phone ends with 143 and the other requirements which are mentioned before.

The Apple Watch you are going to use needs to be a cellular watch (you can recognize this by the orange or red on the crown). It is also important that your Apple Watch was purchased within the EU. Was the Apple Watch purchased outside the European Union? It may not work because it uses a different frequency. Please check if the Watch is an EU-variant.

Unfortunately I only can give you this information and tips for ordering OneNumber. I can't activate it from here for you, otherwise I would have done that ofcourse. 

[SMR]

Thanks for the further information. The watch has the red ring with cellular and was purchased in the EU.

However I see that the IMEI number ends in 376 not 143. I am confused how that could of happened. If you can let me know how I can resolve that?

[Cecilia]

With your own simcard I see the IMEI ends with 376, so it's quite strange that the eSIM of your daughter ends in 143 when this is been installed in the same phone. You can try to install the eSIM of your daughter again. Hopefully will this resolve this.

[SMR]

I have just tried to install the ESIM again and it is giving me this message:

"eSIM cannot be added. This code is no longer valid. Contact your network provider for more information"

[Cecilia]

Did you follow the steps in My Vodafone for 'eSIM installeren of overzetten' ? A new QR code will be generated. You can also visit a store for help with this or to swap the eSIM to normal simcard. 

[SMR]

Hi, I followed the steps eSIM installeren of overzetten and was able to generate a new QR code. I have removed and re installed the ESIM however I am still getting the same error message when I try to activate One number, "The vf nl acount on this iPhone cannot be used to add a mobile plan to ...watch"

The IMEI of the ESIM is also still different to my own ending in 143 instead of 376

[SMR]

@Cecilia would it solve the problem if I switch the ESIM to a physical sim that goes in the watch? I really want to resolve this as soon as possible. 

[Cecilia]

When you installed the eSIM of your daughter in your iPhone? Did you remove your own physical sim in the iPhone? Some phones are dual-sim which means you can use 2 different simcards at the same time in 1 phone. That would explain the 2 different IMEI numbers. 

It's not possible to use the eSIM or a physical sim directly in the Watch. You need to have OneNumber for this instead. However it is possible to change the eSIM to a physical SIM in one of our shops, mabye this would make it easier to swich the simcards in your phone to order OneNumber for your daughter. 

[SMR]

No I did not remove my SIM card when I installed the new ESIM. OK understood that might be why there are two IMEI numbers.

I will try a physical SIM instead and see if that makes a difference. The ESIM seems to be installed correctly in the phone already though.

[Cecilia]

You can also try to install the eSIM on your phone and remove your own physical simcard before. This could also be the issue.