3 days ago, I moved from my previous mobile service provider to EE for home broadband, mobile contract (Unlimited everything) and a separate smart watch connectivity contract.
Everything sounded great. My physical Sim arrived the next day and my existing mobile number was ported over yesterday. Since then, however, there has been nothing but problems.
I spent hours yesterday on the phone with EE guides as an unrequested sim contract was added to my account (the physical sim for this arrived today) and there seems to be no way for the technical team to ba able to make my watch service activate.
I have had the esim for the watch reset and resent 3 times, waited hours for nothing but error messages (Error message 531) and waited for call backs that never happened.
When technical support state "they aren't familiar with Samsung products" it doesn't exactly boost confidence.
Yesterday, in total, I spent over 3 hours on the phone to hopefully resolve the issue with no joy. Today, after 45 minutes and no progress I was handed to Level 2 support. 2 hours on the phone with them and 4 hours in-between calls and I am no closer to working functionality. I have again been asked to wait over night while hopefully new settings take place on my devices and they work correctly.
I have the latest S24 Ultra and Watch Ultra, both purchased directly from Samsung without any service provider branding or preinstalled apps.
The fact that in my Sim Manager on my phone handset, it states the original number of the sim, rather than my now ported number strikes me as an obvious potential issue as I'm not sure how the phone esim connectivity on the ported number could be effected by this. Then again, perhaps not.
It seems apparent from other posts that EE have continued issues with Samsung Watches and cellular connectivity. Had I read the posts I have now seen prior to switching, I would have gone with Vodafone. If EE services work on Apple devices without issue, perhaps they should state this clearly before a customer purchases services.
Within the EE App itself, the contracts are from 1st July with 1st August contract end.
In short, with a random additional contract and sim arriving, bizarre contract dates, zero watch connectivity with tech support who clearly have no idea what is going on (but in fairness do seem to be trying everything they can think of. Failing, but at least trying) I'm nothing short of exacerbated by the lack of progress over 2 days.
I have a call back scheduled for 10am tomorrow morning, with the level 2 technician stating "if it still doesn't work".... How long is a customer supposed to wait for a simple working solution?
The idea of full factory resets on both my phone and watch has been floated, which is absolutely absurd. Unless a specific fault can be identified that could only be resolved via this extreme action, I see it purely at another guess of "this might work" without absolutely zero guarantee of it actually working. I've no issue with factory resetting my watch, but not my phone.
I am very curious to hear from others who have been in a similar situation and if a solution was eventually found. Bored of trying random possible solutions with zero progress.
