topic Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection in Apple Devices

Apple Watch Ultra 2 - Mobile Service Activated With No Connection

whitters90 — Wed, 16 Oct 2024 11:13:31 GMT

Good Morning,

I recently purchased the Ultra Watch 2 with an EE sim. It is paired to my phone with no issues and the mobile service has all been activated, but the watch never has connection.

Has anyone else experienced this? EE 1st line support tried to remove & readd the mobile service but it hasn't made a difference.

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

Alex_H — Wed, 16 Oct 2024 13:45:32 GMT

Hi @whitters90,

Welcome to the EE Community

What is it showing when you go into the watch app on your phone and tap mobile service?

Alex

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

whitters90 — Wed, 16 Oct 2024 14:20:38 GMT

It shows, mobile plan EE with an i, if I click that I can remove plan or manage the account.

Under that there is a list of apps and their data usage, all showing 0

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

Alex_H — Wed, 16 Oct 2024 14:32:23 GMT

@whitters90 Thank you, that does suggest it is setup OK then.

If you turn off Bluetooth and Wi-Fi on your phone, then give it a couple of mins for the watch try and connect, does the cellular button turn green like the image on this Apple page or what does it show instead? Set up cellular on Apple Watch – Apple Support (UK)

Alex

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

whitters90 — Wed, 16 Oct 2024 16:18:10 GMT

I’ve turned off all of that & left it for 5 minutes, but it still shows a white button not green

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

Michael_D — Thu, 17 Oct 2024 07:46:50 GMT

Thanks for trying @whitters90

That would normally mean that it is still connected by Bluetooth or WiFi. Can you try to turn both Bluetooth and WIFi off on the phone and the watch?

Michael

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

whitters90 — Thu, 17 Oct 2024 10:59:57 GMT

Hi,

I have turned everything off of both devices, turned my phone off and left it for 30 minutes but still the same white no connection.

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

Michael_D — Thu, 17 Oct 2024 11:19:14 GMT

@whitters90

This may be something that was checked over the phone, but is the software up to date on both the phone and watch?

Do you get good signal on the phone?

Michael

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

whitters90 — Thu, 17 Oct 2024 11:21:22 GMT

Yes so the phone is on the current software iOS 18.0.1 and watch is up to date. Good signal mostly, attempted these steps in numerous places.

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

Michael_D — Thu, 17 Oct 2024 11:39:31 GMT

Thanks @whitters90.

That is everything we can really check from here and everything looks as it should be, other than the mobile signal itself.

I know you have already spoken to our tech team over the phone, but at this point it would need to be something they look at further, as it will need a diagnostic to be logged on your account and check the account details.

If needs be, they can then raise it with our higher technical teams if they are unable to resolve.

Michael

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

whitters90 — Thu, 17 Oct 2024 12:45:37 GMT

Hi,

No problem at all, yes it was an issue that was being looked at previously and I’ll wait for a call from them that is set up.

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

Michael_D — Thu, 17 Oct 2024 12:47:59 GMT

Had the tech team said they'd come back to you with an update when they had one? @whitters90

Michael

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

whitters90 — Fri, 18 Oct 2024 08:51:22 GMT

They are calling me back to see if it is connected on Sunday but it hasn't been escalated.

Re: Apple Watch Ultra 2 - Mobile Service Activated With No Connection

Michael_D — Fri, 18 Oct 2024 08:53:08 GMT

I've got you now @whitters90

If it still isn't connecting today you can either wait for a call from the team on Sunday, or give them a call before then if you have the chance, and they will carry on looking at it for you.

Michael