Apple Watch Ultra 2 - Mobile Service Activated With No Connection

[whitters90]

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.

[Alex_H]

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

 

[whitters90]

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

[Alex_H]

@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

[whitters90]

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

[Michael_D]

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

[whitters90]

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.

[Michael_D]

@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

[whitters90]

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.

[Michael_D]

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