topic Re: Galaxy Watch 7 / Ultra (LTE) in Android Devices

Galaxy Watch 7 / Ultra (LTE)

Jason_K — Fri, 02 Aug 2024 18:52:47 GMT

Hi all, is anyone successfully using a Watch 7 or Ultra on LTE successfully, and able to make calls from the watch?
(or anyone else having issues?)

I have a Galaxy Watch Ultra, have activated a paired £7/Month eSim for the watch but it does not work properly.

Plan shows as active, Watch shows as connected, and when disconnected from the phone, watch data works - I can browse the internet, update apps, use WhatsApp etc. What doesn't work is Calling - neither incoming or outgoing. If I try to make an outgoing call, it attempts it, then ends the call within 2 seconds before it rings. Incoming calls aren't routed to the watch.

I've called EE, and they have re-applied the eSim and also got me to remove the plan from my watch and put a new one on - nothing has worked, and I think they are a bit stuck!

On the Samsung community there are several other people with the same issue - all on EE, and all with a Watch 7 or Ultra. One person reported dealing with EE 3rd line, and overnight it started working - the kicker being when they spoke to their handler the following day they didn't know what had fixed it!

Re: Galaxy Watch 7 / Ultra (LTE)

Katie_B — Sat, 03 Aug 2024 14:17:17 GMT

Hi @Jason_K.

Welcome to the community.

I am sorry to hear this is happening.

What was advised when you last called our customer care team?

Are you aware if a ticket has been raised for this to investigated?

Katie

Re: Galaxy Watch 7 / Ultra (LTE)

Jason_K — Sat, 03 Aug 2024 17:39:25 GMT

Hi @Katie_B - I think a ticket has been opened, but I have not had chance to follow up with another call. We left the call waiting for the new plan/eSim to register, and the customer care operative asked me to email if it didn't work. I did email, but not heared anything back.

Re: Galaxy Watch 7 / Ultra (LTE)

Simon247 — Sat, 03 Aug 2024 19:54:44 GMT

Hi.. I have same issues... can text out... use data.. no calls in or out... esim re installed... still no good. Why am I paying for a contract that I can't use.

Re: Galaxy Watch 7 / Ultra (LTE)

Simon247 — Sat, 03 Aug 2024 19:57:22 GMT

I have a follow up call with a level 2 in two weeks... will expect to be handed over to a level 3 tech support

Re: Galaxy Watch 7 / Ultra (LTE)

Katie_B — Sun, 04 Aug 2024 08:39:53 GMT

Hi @Simon247 @Jason_K.

It sounds like this is with the right team.

If you could please keep us updated here on the EE Community following your call back that would be great.

Katie

Re: Galaxy Watch 7 / Ultra (LTE)

Jason_K — Mon, 05 Aug 2024 21:19:37 GMT

@Katie_B This does seem to be an issue that is disproportionately affecting EE users - I have seen many reports over the last week, a few with multiple users are shown below. I have seen no such reports from other networks, and the symptoms are exactly the same - data works, but calls do not over LTE.

One user has fixed it by exchanging device (through EE), but I wonder if that is more to do with having to do the provisioning again. One person had it fixed after EE 3rd line involvement, but they don't know how. 3 Users it 'just started working' sometime after reporting the fault. If it is a whole bunch of Faulty devices, then we need some evidence that Samsung will accept for an exchange (they are blaming the network), and it does seem odd that all of the reports I have seen are on EE Network - which makes it more unlikely it is a whole bunch of faulty devices that just happen to all be being used on the EE Network...

I've not received a reply to my email, and unfortunately due to work I am not in a position to be able to call whilst the lines are open. Do EE have a means to collaborate with Samsung on this issue to find out what the issue/incompatibility/config challenge is with the EE Network/SIP Server? Currently I am paying £7/mo for a service I am not fully receiving or have had any confirmation it is being looked into!

Watch Ultra Lte issue - Samsung Community

Can't make calls or txt off Samsung Ultra watch remotely - Samsung Community

Watch ultra esim : r/GalaxyWatch (reddit.com)

Any help resolving one way or another would be appreciated!

Thanks,

Re: Galaxy Watch 7 / Ultra (LTE)

Jason_K — Mon, 05 Aug 2024 21:56:51 GMT

Interestingly, it does seem to connect occasionally very very briefly, which would suggest it is the network ending the call.

I called voicemail multiple times one after the other (like 20 times) and every now and then I briefly heard "Welc" before seeing 'Call Ended' and the call dropping. Most times it says 'Call Ended' immediately. (e.g. the beginning of "Welcome to your EE Voicemail)

Is it possible there is some kind of call blocking on? (Have checked my main number/SIM and there is not there). I have got excellent signal as shown on the watch.

Re: Galaxy Watch 7 / Ultra (LTE)

Peter_W — Tue, 06 Aug 2024 08:26:58 GMT

Thanks for sharing those additional details @Jason_K.

Our Level 2 team are definitely the best place to be with this one, as they'll be able to investigate this further with any relevant teams.

I'd recommend sending them back over another email, and fingers crossed you should get an update here.

Peter

Re: Galaxy Watch 7 / Ultra (LTE)

HauntedMuffin07 — Sun, 11 Aug 2024 10:38:15 GMT

Good to know it's not just me having this issue I've just got off the phone to a lovely level 2 tech support lady who suggested the exact same thing as they did with you but unfortunately I still can't make or receive calls data and messages work fine

Re: Galaxy Watch 7 / Ultra (LTE)

Simon247 — Sun, 11 Aug 2024 11:11:33 GMT

The question you.have to ask. Why is this continually happening. Is the ee network not fit for purpose.. and ee are knowingly selling a product that a product is more advanced than the network it's paired to... CF41 is has a degraded part of the network. So some maths; 7 pounds a month for 24 months equates to 196 pounds for a service that is not accessible out of the box. I appreciate the that nothing is ever perfect. But why does it take so long for an resolution. Why hasn't ee investigated this issue and come to a resolution.

Re: Galaxy Watch 7 / Ultra (LTE)

Kyjuan — Sun, 11 Aug 2024 17:27:29 GMT

I've been having exactly the same issue and I've exhausted all options. I spoke to a level 2 guy yesterday too who seemed to have done same thing thr level 1 people did I. E. Remove and reapply the plan but even though the watch shows the plan is in service, nothing works. I have a watch ultra and it's exactly the same with my wife's watch 7. I really don't know what to do now. I'm one of those who feel very frustrated when you spend so much on a device but can't utilise it's full functionalities.

Re: Galaxy Watch 7 / Ultra (LTE)

Jason_K — Sun, 11 Aug 2024 17:39:13 GMT

It was suggested to me that this is a known issue, and EE are working on it in the background.

Re: Galaxy Watch 7 / Ultra (LTE)

Kyjuan — Sun, 11 Aug 2024 17:41:53 GMT

I hope so. It's strange though that none of the support guys are saying this when we barge them non stop with calls. I must have spoken to about 5 or 6 people in thr last 58 hrs lol. Not one of them mentioned it.

Re: Galaxy Watch 7 / Ultra (LTE)

danielwhitt28 — Tue, 13 Aug 2024 10:38:01 GMT

I've been having the same issues, where data works, but as soon as you try and call, it just rings off. I've had reports of people having missed calls from me, but doesn't work from my end. Been on the phone to EE, and they are now saying it's classed a s known issue, and are apparently working along side Samsung to get the issue fixed. I haven't been given a date, just the promise it will just start working at some point. I've tried again today, and still nothing .... Just frustrating as it should just work, without all the calls to EE just to sort it out ?

Re: Galaxy Watch 7 / Ultra (LTE)

kaserei — Tue, 13 Aug 2024 15:11:50 GMT

I have bookmarked this thread as I am having the same problem with my galaxy watch 7 (SM-L315F). At first my watch was sent out with a physical sim assigned, after calling and getting a callback to reset the plan to an eSIM I have recveived multiple notifications on the phone only that my eSIM plan is active. All works fine when connected to the phone but when I turn off bluetooth and WIFI on the watch, or simply go way out of range, I am unable to make calls from the watch, the line is just dropped before connection to the recipient with the double beep. I can send texts, but replies are received on the phone, not the watch (not sure if this is intended but poor intent if it is!).

I haven't called support about this yet but will do once I have the time.

p.s. Not wanting to derail this thread, but important .. while typing this with the watch connected only to cellular, the watch gave me an overheat warning and entered cooling mode, and burned my wrist. by the time I took it off, it announced it was cool now and I could use it again. I was browsing screens to find an app the data test connectivity only. I think I will up the urgency of the call to support.

Re: Galaxy Watch 7 / Ultra (LTE)

Christopher_G — Tue, 13 Aug 2024 17:20:29 GMT

Hi @kaserei

I'd definitely recommend speaking with our Technical Support team as soon as possible, about that overheating issue.

They'll be able to run through some troubleshooting about this issue that you're having with connectivity on the watch too.

Chris

Re: Galaxy Watch 7 / Ultra (LTE)

Kyjuan — Wed, 14 Aug 2024 16:49:03 GMT

As at today, still no joy on either of my ultra or watch 7 devices. Fair play to all the support guys i've interacted with - I really can't fault their efforts at all; calling back as promised, trying different things etc. I raised the incidence mentioned above and experience of other ultra/watch 7 users on ee network & they aren't aware of it so is quite surprising still.

I have just rang samsung up to raise this with them and they have basically said its a network problem and therefore EE's to sort out. End of. I kind of agree with them.

I'm stuck now though and not sure what to do next. Sit, wait and hope it just starts working (hopefully its being worked on in the background as mentioned above?)?

Re: Galaxy Watch 7 / Ultra (LTE)

Simon247 — Wed, 14 Aug 2024 16:52:59 GMT

I believe EE is in breach of contract. I'm going to be pushing to have the my data part of the contract refunded until its fixed.

Re: Galaxy Watch 7 / Ultra (LTE)

Catcher6964 — Sun, 18 Aug 2024 10:21:27 GMT

I have recently discovered this thread and am relieved to find that I am not the only one experiencing this issue. Two weeks ago, I reported this matter to EE and, like everyone else, I am awaiting their resolution.