Esim and Samsung watch ultra

[Bobo851]

Where to start with this absolutely terrible experience with EE. 

S23 Ultra phone and Samsung Galaxy watch ultra can't setup an esim getting error 512. Spent over an hour on the phone with level 1 and Level 2 tech support this morning and both basically useless.

Got told they need to setup my esim and it's going to take 3-5 working days to set it up but no real reason as to why they can't do it now or what the issue is and why they need so long to set it up. 

Been an EE customer for years and this is the worst experience I've ever had with them.

[Peter_W]

Good afternoon @Bobo851.

Welcome to the EE Community, and thanks for taking the time to let us know about your experience too. 

With Watch SIMs we'll always aim to get you up and running as soon as possible, but very occasionally if there's a problem we may need to raise it with a back-office team for further investigation. 

Our team will aim to keep you in the loop whilst this is ongoing though, and fingers crossed it should be sorted soon. 

Peter

[Scomat]

Hi Bobo851

Well I wouldn't hold your breath as I and some others have been waiting a good while. In fact I've been waiting since 31 July. I got another text today from DST

HI we are still investigating your Device issue. We will be in contact when we have more information. Tier 3 are meant to be the best tech experts yet we are still waiting and paying for it at the same time. Shocking

[Cyborgtf3]

Hi @Bobo851  I have been having the same issue, I have the s23ultra and galaxy watch ultra, first esim I had installed would make calls but no txt, contacted tech who were really helpful and the reset and resent a fresh esim, the new esim would jot make calls or send txt so worse than the first esim, I contacted tech again who reset esim again so this is the third esim and I still cannot make calls or send txt messages, I was infor5it is a known issue and they are working on a fix, I'm hoping this is resolved soon because it's a function I had to upgrade my plan in order to have the esim, ee tech tier 1 & 2 in all honesty have been great but they just don't have the answers yet, other networks are not having this issue but I'm reluctant to swap after been with ee for 10+ years but surely the size of the network they should have a fix by now..... good luck with getting your esim working and please post up a solution to help the rest of us once you are up and running..

Take care

Dean

[Bobo851]

Luckily for me I bought the watch outright and they can't even add an esim to my account so it's not costing me anymore than previously. 

But if I had known about the issues I'd have just got the Galaxy Watch without LTE and saved myself some money.

I've heard nothing from EE since I posted this on the forum so I'm not holding up much hope they are going to sort the issue.

[Jack1026]

It's up and running 

[Cyborgtf3]

Since installing the security update on galaxy watch ultra I can now make calls independent of the phone the only downside is now the txt have stopped working so it's still glitch ridden but heading in the right direction, it would be nice for Samsung and EE to release a post to explain what the issue was and is it fully resolved, that has been my only issue with CS all the dang calls I had to make since August and not one call or text off CS with an update. Fingers crossed it will all be fully functioning before too long.

Dean

[Jack1026]

The next time you have it working remotely and you know you got a text check in the text messages app because I can send and when receiving no notification but it does come i did not hear the notification when I should have and I checked and the text was there and I even replied no problems