Galaxy Watch 7 / Ultra (LTE)

[Jason_K]

Hi all, is anyone successfully using a Watch 7 or Ultra on LTE successfully, and able to make calls from the watch?
(or anyone else having issues?)

I have a Galaxy Watch Ultra, have activated a paired £7/Month eSim for the watch but it does not work properly. 

Plan shows as active, Watch shows as connected, and when disconnected from the phone, watch data works - I can browse the internet, update apps, use WhatsApp etc. What doesn't work is Calling - neither incoming or outgoing. If I try to make an outgoing call, it attempts it, then ends the call within 2 seconds before it rings. Incoming calls aren't routed to the watch.

I've called EE, and they have re-applied the eSim and also got me to remove the plan from my watch and put a new one on - nothing has worked, and I think they are a bit stuck!

On the Samsung community there are several other people with the same issue - all on EE, and all with a Watch 7 or Ultra. One person reported dealing with EE 3rd line, and overnight it started working - the kicker being when they spoke to their handler the following day they didn't know what had fixed it!

[Katie_B]

Hi @Jason_K. 

Welcome to the community. 

I am sorry to hear this is happening. 

What was advised when you last called our customer care team?

Are you aware if a ticket has been raised for this to investigated?

Katie

[Jason_K]

Hi @Katie_B - I think a ticket has been opened, but I have not had chance to follow up with another call. We left the call waiting for the new plan/eSim to register, and the customer care operative asked me to email if it didn't work. I did email, but not heared anything back. 

[Simon247]

Hi.. I have same issues... can text out... use data.. no calls in or out... esim re installed... still no good. Why am I paying for a contract that I can't use.

[Simon247]

I have a follow up call with a  level 2 in two weeks... will expect to be handed over to a level 3 tech support 

[Katie_B]

Hi @Simon247  @Jason_K. 

It sounds like this is with the right team. 

If you could please keep us updated here on the EE Community following your call back that would be great. 

Katie

[Jason_K]

@Katie_B  This does seem to be an issue that is disproportionately affecting EE users - I have seen many reports over the last week, a few with multiple users are shown below. I have seen no such reports from other networks, and the symptoms are exactly the same - data works, but calls do not over LTE.

One user has fixed it by exchanging device (through EE), but I wonder if that is more to do with having to do the provisioning again. One person had it fixed after EE 3rd line involvement, but they don't know how. 3 Users it 'just started working' sometime after reporting the fault. If it is a whole bunch of Faulty devices, then we need some evidence that Samsung will accept for an exchange (they are blaming the network), and it does seem odd that all of the reports I have seen are on EE Network - which makes it more unlikely it is a whole bunch of faulty devices that just happen to all be being used on the EE Network...

I've not received a reply to my email, and unfortunately due to work I am not in a position to be able to call whilst the lines are open. Do EE have a means to collaborate with Samsung on this issue to find out what the issue/incompatibility/config challenge is with the EE Network/SIP Server? Currently I am paying £7/mo for a service I am not fully receiving or have had any confirmation it is being looked into! 

Watch Ultra Lte issue - Samsung Community

Can't make calls or txt off Samsung Ultra watch remotely - Samsung Community

Watch ultra esim : r/GalaxyWatch (reddit.com)

Any help resolving one way or another would be appreciated! 

Thanks,

[Jason_K]

Interestingly, it does seem to connect occasionally very very briefly, which would suggest it is the network ending the call.

I called voicemail multiple times one after the other (like 20 times) and every now and then I briefly heard "Welc" before seeing 'Call Ended' and the call dropping. Most times it says 'Call Ended' immediately. (e.g. the beginning of "Welcome to your EE Voicemail)

Is it possible there is some kind of call blocking on? (Have checked my main number/SIM and there is not there). I have got excellent signal as shown on the watch.

[Peter_W]

Thanks for sharing those additional details @Jason_K.

Our Level 2 team are definitely the best place to be with this one, as they'll be able to investigate this further with any relevant teams. 

I'd recommend sending them back over another email, and fingers  crossed you should get an update here.

Peter

[HauntedMuffin07]

Good to know it's not just me having this issue I've just got off the phone to a lovely level 2 tech support lady who suggested the exact same thing as they did with you but unfortunately I still can't make or receive calls data and messages work fine