Cellular perhejaon tuki suomen Telialle Apple Watchiin

Suurkiitokset!

Hey,

I’m still trying my best with technical support / customer care to get this working. I’m having trouble setting up mobile network service on an Apple Watch that was configured as “Set Up for a Family Member.”

I bought a new Apple Watch and a new subscription from Telia after reading the announcement about support being ready, but I’m still unable to get it activated.

Sorry to hear that the service hasn’t been running smoothly for you ​@Mohan. Has customer support already been able to help you with this? I’ll also check on the error code you received to see what it might refer to. I’ll get back to this thread once I have an answer!

Sorry to hear that the service hasn’t been running smoothly for you ​@Mohan. Has customer support already been able to help you with this? I’ll also check on the error code you received to see what it might refer to. I’ll get back to this thread once I have an answer!

​@SannaMKoo Made some progress with the store personnel yesterday. He made a few calls to the support team and managed to push a new eSIM to the iPhone (through the Watch app). Eventually, the watch started showing “Telia FI” under Mobile Service. However, it still doesn’t get online—the network status continues to show “No Connection.”

I’ll be visiting the store again to sort out the remaining network issue with their IT team. At least that was the promise—fingers crossed 😊

Burned enough money on Telia Helppi. I had to explain the use case myself, and no one on their side seemed to understand how it was actually implemented. The whole purchase suddenly became super expensive — and now I have no idea how to claim it back when the process at Telia is this complex.

Thank you for this detailed description. It really sounds like you’ve already done everything right. Since the cellular subscription has been provisioned and the watch briefly showed “Telia FI” as carrier, this does not point to a basic subscription issue. In cases like this, most common remaining cause is an Apple‑side requirement related to Apple Watch for Kids (Family Setup), even when the carrier setup itself is correct.

Apple requires these following setups for child’s Apple Watch with cellular to activate properly:

1. The child must have their own Apple ID: Apple Watch cannot use a parent’s Apple ID. Account must be created as a child account.
2. Family Sharing must be enabled from parent’s iPhone: Family Sharing is mandatory for Apple Watch for Kids.
3. The child’s Apple ID must be added to Family Sharing: Child needs to be added as a family member before the Watch is set up.
4. Apple Watch must be set up using “Set Up for a Family Member”: During setup, Watch must be linked to the child’s Apple ID (Apple Watch for Kids / Family Setup). This step is required for Apple to provision cellular connectivity correctly.

If any of these steps are missing or if the watch was initially set up using an adult Apple ID, we recommend unpairing and erasing the Apple Watch, then completing this setup again after the child’s Apple ID and Family Sharing are fully configured.

Your Telia instructions are correct and still apply. However, these steps rely on Apple’s Family Sharing and Apple ID setup being completed exactly as required first.

If all of the above is already confirmed and the watch still remains offline, this usually points to a provisioning synchronization issue. Telia Customer Support can check and refresh the activation once Apple’s requirements are fully in place. Hopefully this helps and feel free to update us on how it goes!

Happy to share some good news: Telia was finally able to fix the network issue! 🎉🎊
A big thank‑you to Olli from the Telia Store in Lippulaiva, who patiently stayed on the call for almost two hours talked to different support teams.

After all that, my phone finally showed the important notification (as in Step 4) — the eSIM information needed by the Watch app. From what I understand, this notification (also called the carrier settings) has to be registered by Telia on Apple’s servers along with the device IMEI. That seems to be the key part of the setup, and it took a bit of effort to get it done properly.

Once it went through, the eSIM installed, the network came alive, and we even made test calls around the house. That was a very happy moment! 😄

I was lucky to have Olli on my side to sort things out — not everyone may get that level of support. So, a gentle request to Telia: please consider streamlining this process to make it smoother for all customers.

FYI ​@SannaMKoo ​@HannaMarikaL 

Such a great news, and nice of you to come and let us all know how all ended well 😊I’ll pass your thanks on to Olli at our Lippulaiva store.

Also a big thank you for this valuable feedback concerning the need to improve the process to make it easier for users.

Hi all,

Sharing my experience here as it's very similar to Mohan's and unfortunately still unresolved.

I bought an Apple Watch SE3 (GPS+Cellular) for my daughter and set it up via Family Setup. The watch is correctly paired under "Family Watches" with Schooltime, Screen Time and all Family Setup features working. The only missing piece is cellular.

My iPhone runs on a Telia business plan (yritysliittymä), so the self-service activation fails with error #WS4100 ("Palvelua ei voi tilata nykyisellä liittymälläsi"). According to Telia's own support page (telia.fi/asiakastuki/laitteet/apple-watch-lapselle, section "Käyttöönotto muulla liittymällä"), customer service should be able to provision the kelloliittymä manually in this case.

Here's what actually happened:

1. Multiple calls to Telia support — I called various support teams several times. None of them understood the kelloliittymä product or knew how to provision it for a business plan customer. They kept recommending Telia Helppi, which feels deeply unfair when the issue is on Telia's side, not mine.

2. Visited two Telia stores in Helsinki — one store simply shrugged and recommended I return the Apple Watch and buy an Xplora Go instead, saying the process is broken.

3. Called a Telia store in Tampere — someone there was finally able to push the eSIM to the watch. I received the notification from Apple on my iPhone, but the setup got stuck in a limbo state and the "Set Up Cellular" button became disabled/greyed out.

4. Multiple unpair and re-pair cycles — I unpaired the watch and re-paired it several times through Family Setup, which sometimes got the button back to an enabled state, but every activation attempt ended up back at square one.

5. More rounds of multi-hour support calls — back and forth with different agents attempting to push the eSIM again, disabling and re-enabling SIMs, trying various combinations. Each call meant re-explaining the entire situation from scratch.

6. Currently waiting on internal IT — after all of this, Telia support finally agreed to escalate to their internal IT team. I've been waiting for several days now with no update.

I must admit this has been a pure disappointment as a customer. I bought this watch as a gift for my daughter, and it's genuinely hard to explain to a child why her new watch still doesn't work after days of trying. The feature was announced as ready in December 2025, but the reality is that support staff are not trained on the process, store employees recommend buying a competitor's product instead, and customers are expected to pay for Helppi to troubleshoot what is fundamentally Telia's provisioning issue.

Reading Mohan's story, it took him visiting a store where one dedicated employee (Olli at Lippulaiva) spent two hours on internal calls to finally get it working. That shouldn't be what it takes.

My questions:
1. Can someone from Telia check the status of my internal IT escalation and help resolve the stuck eSIM provisioning? I have the watch's EID and IMEI ready.
2. Is there a documented internal process for kelloliittymä on business plan iPhones that can be shared with support teams? It seems like the knowledge simply doesn't exist across the organization yet.
3. What is Telia's plan to make this process actually work for customers, rather than relying on individual store heroes?

I'd really appreciate any help at this point.

FYI ​@TeroRe ​@SannaMKoo ​@HannaMarikaL ​@AaTanja

Thank you very much for taking the time to share such a detailed account of your experience. I´m truly sorry to hear how challenging and frustrating this process has been for you, especially when the watch was meant as a gift for your daughter. I will forward your feedback and the full description of the situation to our experts for review. As soon as we receive any updates or additional information from them, we will return and let you know. 

Since we don’t have access to customer-specific information through Telia Yhteisö, we need to address cases like this on a general level. That said, your feedback is extremely valuable, and we hope that passing it along helps both with resolving your case and improving the process overall.

Thank you again for bringing this to our attention. Your message will genuinely help us move things in the right direction.

Hi ​@Katjane, here's an update on my situation.

Today I called Telia customer service to check on the status of my internal IT escalation. Turns out there was no ticket at all, no escalation was ever created. They were essentially stalling for time.

So after 5 days of waiting, the response is still the same: this is somehow my fault and I should either fix it myself or pay for Telia Helppi. Nobody at Telia seems to take ownership of a problem that is clearly on their side. I would really appreciate it if someone from Telia Yhteisö could take more direct action on this rather than addressing it on a "general level".

At this point I must agree with what the store employee told me earlier: the process is indeed broken. It's also funny that support still keeps telling me to "just scan the QR code" as if that's all it takes, while there's clearly not even a menu in the Watch app to do that in this setup.

If there's really nothing that can be done to fix this, then my recommendation to Telia: the section "Käyttöönotto muulla liittymällä" should be taken down from telia.fi/asiakastuki/laitteet/apple-watch-lapselle. If the process described there doesn't actually work and no one at Telia knows how to execute it, then publishing it as official guidance is misleading. It tricks customers into buying hardware and subscriptions based on a promise that Telia cannot deliver on.

That's bad for customers and bad for business.

FYI ​@TeroRe ​@SannaMKoo ​@HannaMarikaL ​@AaTanja

It's frustrating to hear this. Did you open a ticket by contacting our customer service or did you submit a report using our form? 

This issue can’t be solved from Telia Helppi or unfortunately from Telia Yhteisö. 

Process on this one clearly needs some polishing. Instructions in our asiakastuki are currently correct. Issues however can arrive if our customer service person doesn’t know how to follow internal instructions. I recommend that you file a service request with us via this form. Please include a link to this community post. 

Hi ​@KaPetri, thank you for stepping in. Even though I've pretty much lost all hope at this point, I've submitted the form through the link you provided anyway.

One small correction though: it's not that "a customer service person" doesn't know how to follow internal instructions. I've talked to at least 20 different people across calls, chats and store visits, and none of them knew or were willing to listen to my problem.

Oddly enough, right after I wrote this message here, a callback request was made to Telia business customer service even though I never asked for one. But the person who called me at least had the will to listen to what I had to say until the end, even though the matter has nothing to do with business customer service at all. He agreed to actually go to the webpage (telia.fi/asiakastuki/laitteet/apple-watch-lapselle, section "Käyttöönotto muulla liittymällä"). That was the first time someone finally believed me and proved to me that I wasn't going crazy or making things up.

I completely understand why you might feel like that at this point. Good to hear that you have created a written ticket about this issue. 

This is clearly an issue within process if our customer service persons aren’t aware that our business subscriptions require additional support when activating an Apple Watch subscription that the customer in question is not using.

Did our enterprise customer agent escalate your ticket to customer services? However it great to hear that there is some hope after these unnecessary setbacks.

Did our enterprise customer agent escalate your ticket to customer services? However it great to hear that there is some hope after these unnecessary setbacks.

Oh I forgot to mention the outcome of that call. Unfortunately, after listening to everything, he repeated the same thing: that he's not able to help. And that's how our phone call ended. 😅

Nonetheless, after I thanked him for confirming that I wasn't going crazy, we had a good laugh together at the end of the call.

I have related your complaint to our product manager who responsible for our internal guide regarding this issue. Unfortunately guides only work if customer care agent understands that our enterprise subscriptions require additional support. I really hope that your ticket lands on caring hands. Please be patient we’ll contact you when your ticket has been received by our customer care. Usually there is a delay of 2-3 business days before your ticket reaches our customer service agent.