topic Re: Samsung watch ultra in Other phones & Devices

Samsung watch ultra

Manninl — Sun, 27 Oct 2024 08:23:30 GMT

I have Samsung watch ultra. Have connected to £7 Esim with EE. Everything thing works but can't receive or make call remotely. I see there where many posts from people in August with exactly the same problems. Just wounded if anyone is any further forward or if there is a fix yet.

Re: Samsung watch ultra

Michael_D — Sun, 27 Oct 2024 12:24:59 GMT

Hi @Manninl

Welcome to the community.

Are you able to use data on the watch when it is out of range of your phone?

Has there been any kind of error message on the watch or the phone at all?

Has it been like this since you had the watch connected or have calls works previously?

Michael

Re: Samsung watch ultra

Manninl — Mon, 28 Oct 2024 04:31:56 GMT

Always been the same when remote from phone. Can text everything says it all connected. Just can't ring out of receive a call. Have been intouch with EE tech but I don't think they know what's happening or don't known how to fix it. Not happy to be paying for service that can't be provided.

Lee

Re: Samsung watch ultra

Leanne_T — Mon, 28 Oct 2024 12:56:42 GMT

Hi @Manninl

I am very sorry this has not been resolved for you,

Did our tech guided open a support ticket when you called?

Leanne.

Re: Samsung watch ultra

Manninl — Tue, 29 Oct 2024 05:01:04 GMT

I'm not sure.

Re: Samsung watch ultra

Katie_B — Tue, 29 Oct 2024 08:26:37 GMT

Hello @Manninl.

I would recommend speaking with technical support to confirm if a ticket has been raised.

If a ticket has been raised this will be getting investigated and you should hear back soon.

Katie

Re: Samsung watch ultra

MattOrg — Fri, 06 Dec 2024 17:46:07 GMT

Still no fix. Having been miss sold a watch plan myself I found out 2 days later after finding it didn't work that it's not going to work. EE have known about it since launch of the watch in August but are still selling the watch plan regardless. Stinks if you ask me. They can't say they didn't know either as I spoke with 3 different EE reps including 1 from 2nd line tech and neither of them brought it up about the issue. Come on EE you say your the best network provider for the past 11 years?

Re: Samsung watch ultra

Peter_W — Sat, 07 Dec 2024 09:14:37 GMT

Good morning @MattOrg, welcome back to the Community.

If this has been to our Level 2 technical team and it's not something we can resolve, then we would usually look into getting a ticket raised so we can investigate things further.

How were things left with you when you last spoke with us?

Peter

Re: Samsung watch ultra

MattOrg — Sat, 07 Dec 2024 10:54:01 GMT

Hi Peter, it was left with EE saying. We are aware of the issue with the Samsung 7 Ultra watch and we are working to fix the problem. No other explanation given. My disappointment was more that this info is not being passed to the sales team who are blindly miss selling a product that is know to not work. Not only as it wasted my time but as broken my trust with EE customer support.

Re: Samsung watch ultra

Peter_W — Sat, 07 Dec 2024 11:19:04 GMT

I'm confident this will be under investigation @MattOrg.

Whilst several users can sometimes report similar issues, this doesn't mean that every single person using a Galaxy Watch will face the same, or that these issues are all being caused by the same thing.

We'll always aim to get any faults raised and investigated as soon as possible though.

Peter

Re: Samsung watch ultra

CallanM98 — Sat, 07 Dec 2024 11:22:20 GMT

When do you think it'll be fixed, Peter?i

This issue has been ongoing for almost five months, since the watch was released, and EE are very quiet about the situation.

Re: Samsung watch ultra

Peter_W — Sat, 07 Dec 2024 15:07:32 GMT

It's hard to say for sure with this one @CallanM98.

Without checking your account we can't say for sure the nature of the issue, but we'd recommend keeping an eye on updates to your Galaxy Watch software, and I'm confident this will be resolved.

Peter

Re: Samsung watch ultra

Skiwhite — Sat, 14 Dec 2024 18:27:38 GMT

Well I had the same problem I got my ultra watch on ee when it first come out after about 20 calls to ee spoke to all the tech team they told me that the new iPhone and new Samsung watches can not work if your phone is switched off and I had the same problem everyone is having couldn't call or receive calls remotely so I sent it back after a month I got another one on ee set it up and it not only receives and make calls remotely it also to my surprise it works when the phone is switched off my answer is send it back and get another one it's a beautiful watch

Hope that helps