Galaxy Active 2 Watch not connecting to EE

[BlackPants]

I have a new Galaxy Active 2 Watch that was a gift and not from EE. It is a 4G/LTE version and should allow me to connect to EE and setup a new data plan through the wearable app. However it doesn't and I get this message "The EE network isn't supported on your watch". I have a Samsung Galaxy S10 5G from EE so I called EE (twice) to setup the new account and so far each agent has only been able to tell me that it should work and they don't know why it doesn't and haven't resolved the issue. I have another Samsung phone on O2 that I guess I could connect to instead but I don't understand why I can't use EE instead.

Can anyone help/advise me what to do next? 

[James_B]

Hi @BlackPants,

Welcome to the EE Community. 🙂

Has the watch been paired with another mobile number before it was gifted to you?

Thanks

James

[BlackPants]

Possibly. It's a refurbished one so might have been. Does that make a difference? 

[Leanne_T]

Hi @BlackPants

Thanks for coming back to us.

Where was the Watch purchased?

Was this previously connected to another EE phone?

Thanks 🙂

Leanne.

[GWilliams1]

Hi,

I have this problem too; Active 2 bought from Samsung, it did work on my J5 phone on EE, but then when I upgraded to an S8 150 can't get it working. It keeps saying to contact your network provider giving the message "Can't connect to EE netowork, make sure you have the correct SIM card in your phone and try again. For more information contact your service provider".

150 say there needs to be a samsung software update, but it did work in the J5. 

Any ideas?

Thanks

Gavin