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Galaxy data plan not connecting

simonhaine
Investigator
Investigator

‎28-11-2022 07:13 PM

Hi. I've just received a galaxy watch 5. It's connecting via Bluetooth to my phone (Vivo X80 Pro) but when I try to set up the mobile connectivity it's telling me "EE doesn't offer mobile plans for your watch"

Obviously it does as I bought it from EE with a mobile plan.

Does anybody know why it won't connect?

0 Helpful
4 REPLIES 4
Jon_K
Former EE Employee

‎29-11-2022 08:25 AM

Hi @simonhaine.

I'd recommend getting in touch with our Customer Care team so they can check your account and see why this isn't working for you.

Jon

0 Helpful
simonhaine
Investigator
Investigator

‎29-11-2022 01:38 PM

Thanks Jon_K.

Spoke to Samsung this morning who advised no issue with the actual watch and to speak with EE. Spoke to EE at length, resetting the watch etc and retrying - all failed. The agent then tells me that this only works on Samsung phones (which I don't believe to be true) and the only solution was to buy a Samsung phone or continue to just use the watch in Bluetooth mode.

Have gone with a third option to return the watch.

0 Helpful
Chris_B
EE Community Star
EE Community Star
In response to simonhaine

‎29-11-2022 01:53 PM - edited ‎29-11-2022 01:55 PM

@simonhaine  Samsung make the watch to only be compatible with Samsung phones. This started with the watch 4 and with the 5 they have actually locked it down even more to make it only compatible with their phones.     Samsung also say you do need a Samsung phone and it’s even on EEs webpage and with your phone being an Android device doesn’t mean you can use a Samsung watch with it as the OS on the device has nothing todo with it.  

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
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simonhaine
Investigator
Investigator
In response to Chris_B

‎29-11-2022 02:06 PM

@Chris_B My understanding is that only the ECG and blood pressure reading functionalities are not available in non-Samsung phones. Samsung themselves state this, and although they add a disclaimer that Watch 4 (and above, although not specifically mentioned) may not work with all Android phones, they specifically mention Huawei phones - as these run Android but not Google Services so would not be compatible with WearOS. 

The connection between the watch and phone works fine in Bluetooth mode; connecting to an eSIM shouldn't require a Samsung phone, and if so would (should?) have been brought up when I Was speaking to the Samsung tech team.

Regardless, lesson learnt; I will stay away from Samsung watches.

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