Samsung watch ultra

[Manninl]

Hi 

   I have Samsung watch ultra. Have connected to £7 Esim with EE. Everything thing works but can't receive or make call remotely. I see there where many posts from people in August with exactly the same problems. Just wounded if anyone is any further forward or if there is a fix yet.

[Michael_D]

Hi @Manninl 

Welcome to the community.

Are you able to use data on the watch when it is out of range of your phone?

Has there been any kind of error message on the watch or the phone at all?

Has it been like this since you had the watch connected or have calls works previously?

Michael

[Manninl]

Always been the same when remote from phone. Can text everything says it all connected. Just can't ring out of receive a call. Have been intouch with EE tech but I don't think they know what's happening or don't known how to fix it. Not happy to be paying for service that can't be provided.

Lee

[Leanne_T]

Hi @Manninl 

I am very sorry this has not been resolved for you, 

Did our tech guided open a support ticket when you called? 

Leanne.

[Manninl · Accepted solution]

I'm not sure. 

[Katie_B]

Hello @Manninl. 

I would recommend speaking with technical support to confirm if a ticket has been raised. 

If a ticket has been raised this will be getting investigated and you should hear back soon. 

Katie

[CallanM98]

Galaxy Watch Ultra here and I'm facing this issue too. Apparently it's been going on since the launch of the watch.

Not good whatsoever that EE still haven't resolved this. Even worse that they waited for me to ring up before providing compensation instead of publicly acknowledging the issue and providing everyone who has a watch contract with compensation.

Very snide business practices, IMO.

[MattOrg]

Still no fix. Having been miss sold a watch plan myself I found out 2 days later after finding it didn't work that it's not going to work. EE have known about it since launch of the watch in August but are still selling the watch plan regardless. Stinks if you ask me. They can't say they didn't know either as I spoke with 3 different EE reps including 1 from 2nd line tech and neither of them brought it up about the issue. Come on EE you say your the best network provider for the past 11 years?

[Peter_W]

Good morning @MattOrg, welcome back to the Community. 

If this has been to our Level 2 technical team and it's not something we can resolve, then we would usually look into getting a ticket raised so we can investigate things further. 

How were things left with you when you last spoke with us?

Peter

[MattOrg]

Hi Peter, it was left with EE saying. We are aware of the issue with the Samsung 7 Ultra watch and we are working to fix the problem. No other explanation given. My disappointment was more that this info is not being passed to the sales team who are blindly miss selling a product that is know to not work. Not only as it wasted my time but as broken my trust with EE customer support.