topic Watch Ultra 2 not connecting in Apple Devices

Watch Ultra 2 not connecting

midwood — Thu, 11 Jul 2024 11:46:49 GMT

Hi, have had an Ultra 2 for a couple of days. It initially connected with my phone, put a fair bit of data in but now if I go to the watch app it is trying to make me hook up again and it won't. No other options apart from new phone or reconnect to old phone, neither work. No way I can wipe the watch and start again, the blue tooth won't see it either.

Any thoughts please?

Cheer

John

Re: Watch Ultra 2 not connecting

Schockwave — Thu, 11 Jul 2024 16:00:37 GMT

Hello @midwood ,

Welcome to the community,

What error do you get?

You may well have to remove it from your phone and start again. Not sure why this has happened.

Re: Watch Ultra 2 not connecting

midwood — Thu, 11 Jul 2024 17:48:26 GMT

Hi

Thanks for the welcome

The only error I get is that it cannot find my watch whatever I use, new or existing. It is not showing in Bluetooth either. Yet I did pair it on Monday without a problem and it has now stopped. Everything on the watch is working but not fro the phone. I cannot remove it from the phone as I have not any control off the app, just the pairing information. I have removed it from Find my phone but still won’t unpair.

Cheers
John

Re: Watch Ultra 2 not connecting

Katie_B — Fri, 12 Jul 2024 06:51:45 GMT

Hi @midwood.

Thanks for getting back to us.

Did you purchase your watch direct from EE?

Katie

Re: Watch Ultra 2 not connecting

midwood — Fri, 12 Jul 2024 08:15:03 GMT

Hi Katie

Yes, which is why I thought I would use the EE forum.

Cheers

John

Re: Watch Ultra 2 not connecting

Katie_B — Fri, 12 Jul 2024 08:20:19 GMT

Thanks for confirming @midwood.

Does your phone pick up other Bluetooth connections OK?

Do you have your phone and watch close to each other when trying to pair?

Katie

Re: Watch Ultra 2 not connecting

midwood — Fri, 12 Jul 2024 08:45:03 GMT

Hi Katie

Very good question, I’ve only had the phone since Monday and haven’t tried to connect anything else and now I have it won’t. Just tried my earbuds and a desktop Mac, neither are found.

What does mean please?

Many thanks
John

Re: Watch Ultra 2 not connecting

Katie_B — Fri, 12 Jul 2024 08:48:09 GMT

Thanks for checking, that's really helpful and rules out a problem with the watch @midwood.

If you go into your phone settings is Bluetooth switched on?

What phone are you using?

Katie

Re: Watch Ultra 2 not connecting

midwood — Fri, 12 Jul 2024 08:52:03 GMT

Hi Katie

It’s an iPhone 15 Pro Max and it is switched on.

Cheers
John

Re: Watch Ultra 2 not connecting

Katie_B — Fri, 12 Jul 2024 09:14:17 GMT

Is your software up to date @midwood?

Katie

Re: Watch Ultra 2 not connecting

midwood — Fri, 12 Jul 2024 09:19:03 GMT

Yes, it has to be updated before it restores from the old phone, iOS 17.5
John

Re: Watch Ultra 2 not connecting

Katie_B — Fri, 12 Jul 2024 09:26:41 GMT

I'd recommend giving us a call @midwood.

Our technical care team will be able to complete a full diagnostics and get this resolved for you.

Katie

Re: Watch Ultra 2 not connecting

midwood — Fri, 12 Jul 2024 09:31:29 GMT

OK Katie

What is the best way to get in contact please?
John

Re: Watch Ultra 2 not connecting

Katie_B — Fri, 12 Jul 2024 09:35:41 GMT

Hi @midwood.

The best way to get in touch would be to call 150 from your EE handset.

Please select option 2, this will take you to the automated menu.

Katie

Re: Watch Ultra 2 not connecting

midwood — Fri, 12 Jul 2024 09:41:03 GMT

Thanks Katie
John