topic Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE in Other phones & Devices

Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

tombuk — Mon, 07 Nov 2022 07:17:07 GMT

My galaxy watch 4 will no longer pair correctly with my phone. It won't connect over LTE but does on bluetooth. Everything else works normally (calling over LTE, etc.). My watch plan contract has recently started showing as "out of contract" on the web and "service expired" on the phone app. Is this related? EE chat ensures me it is 'normal' for my watch contract to show as expired, but it seems very odd to me and quite likely the reason the watch pairing isn't working properly?

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

Chris_B — Mon, 07 Nov 2022 09:03:31 GMT

@tombuk The Watch tariff has nothing to do with the watch and phone pairing. That pairing is just between the watch and phone. You say calling still works on the watch so obviously you have a cellular connection. Exactly what is not working correctly.

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

Leanne_T — Mon, 07 Nov 2022 09:26:04 GMT

Hi @tombuk

Thanks for coming here.

What problems are you having with the pairing?

Thanks.

Leanne 🙂

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

tombuk — Mon, 07 Nov 2022 09:51:58 GMT

Thanks both. The watch will now never connect to the phone over LTE. Everything else is working.

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

tombuk — Mon, 07 Nov 2022 09:54:22 GMT

I'm not sure its clear what I mean by 'connect'. You know when you go out of range of your phone, the bluetooth connection drops and after ~1minute the LTE activates and them the connection to the phone re-establishes - the loss if connection icon disappears and you then get your phone notifications, etc., when out of range of the phone. That is obviously what I pay for mobile plan fee for. That isn't working.

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

tombuk — Mon, 07 Nov 2022 10:05:22 GMT

Thanks Chris. Just to reply a little more specifically to you - my assumption was that the 'pairing' between watch and phone is either over bluetooth or LTE, no? The pairing is working when in bluetooth range, but not when out of range, i.e., when I expect the LTE connection do its thing. Maybe I'm misunderstanding how the watch to phone connection exactly works over LTE.

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

Leanne_T — Mon, 07 Nov 2022 10:35:59 GMT

Hi @tombuk

Did you cancel the watch plan when the contract ended?

If not, please call us on 150 and the team can get this investigated for you.

Leanne.

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

tombuk — Mon, 07 Nov 2022 10:52:33 GMT

Thanks for replying. I think that's the problem. Why is the contract ended? In all apps it says the contract has expired, but it hasn't, or shouldn't have. I don't want the contract to end. I did a very long 'chat' with EE and was told it was normal for the apps to say the contract has expired. Like I say, the LTE calling, etc., all works, but its still plausible to me that the watch won't connect to the phone over LTE if the service is expired.

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

Leanne_T — Mon, 07 Nov 2022 10:55:50 GMT

Hi @tombuk

If you call us the team can get this looked into for you.

Leanne.

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

tombuk — Mon, 07 Nov 2022 10:59:42 GMT

Thanks. Trying to get an answer on the chat (again).

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

Leanne_T — Mon, 07 Nov 2022 11:01:25 GMT

If you call us, our Tech Gurus will be able to run through troubleshooting with you and help you get this sorted @tombuk

Leanne.

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

tombuk — Mon, 07 Nov 2022 11:02:43 GMT

Is calling different to using the chat? Different support?

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

Leanne_T — Mon, 07 Nov 2022 11:05:33 GMT

If you call, we can run through troubleshooting with you on the phone, to get this resolved @tombuk

See our ways to contact technical support here.

Leanne.

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

tombuk — Tue, 08 Nov 2022 20:26:41 GMT

I had the mobile plan deleted and now have a new one (apps don't say service expired anymore) but the watch still won't connect over LTE. What else can I try? Note again this problem happened when I accidentally deleted the pairing in the smart things app. Everything else is working except the connection when out of Bluetooth range. I shouldn't be paying for the mobile plan if this doesn't work. Please help.

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

Christopher_G — Wed, 09 Nov 2022 08:27:10 GMT

Hi @tombuk

I would suggest continuing with the troubleshooting with our technical support team. They should be able to get to the bottom of this for you.

Chris

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

tombuk — Wed, 09 Nov 2022 10:37:40 GMT

For the benefit of others, this is now sorted. I don't actually know what resolved it, but the sequence was:

1. Re-pair. No LTE connection. Service was showing as expired, but as assured this was 'normal'.

2. With tech support, deleted the mobile plan and got a new one. Still no LTE connection.

3. Re-paired using a backup of data in my Samsung account. Still nothing.

4. Cleared the data cache in both wear app and galaxy manager app. This broke the pairing, so reset the watch and fully uninstalled both apps.

5. Re-installed the wear app. Re-paired, but this time I didn't use the samsung backup - I started again. This now works.

So - I expect what fixed it was actually fully deleting all saved settings and starting from scratch. No-one in tech support suggested that, but I guess it should always be the first thing to try! Thanks again to everyone that helped.

Re: Galaxy Watch 4 plan "out of contract"/"service expired" and wont connect on LTE

Christopher_G — Wed, 09 Nov 2022 11:34:58 GMT

Thank you for coming back to share your solution and the steps you took to reach it, @tombuk.

Hopefully this helps someone else in a similar situation.

Chris