Apple Watch S7 - Issue with mobile service disconnecting after 2 minutes

[deejaygav]

Hello, 

I wonder if any O2 gurus can assist me with a problem I am having with my S7.

I previously had a S6 watch with mobile data plan on O2 but I then bought an S7 stainless steel about 2 months ago online. I was able to switch my esim over to the S7 no problem.

The issue I am having is that it shows that a plan is connected on the watch but when I am away from my phone/wifi, although it will show a Green network symbol I can’t connect to anything (Siri, Mail, Apple Music etc.). If I reboot the watch it will initially show a Green '4G' symbol and connect to the internet (Siri etc.) but after a few minutes it will then change to the Green network symbol again and will not connect to any services as above.

I have been in touch with support on the phone and then asked me to remove the esim, restore the watch and then add the esim back on. They also reset the esim. However I am still having the same issue. 

[pgn]

@deejaygav  - update the phone to iOS 16.3 and the watch update should follow to OS 9.3 - then the watch set-up on O2 works as it should.  Info on all that here: https://community.o2.co.uk/t5/Discussions-Feedback/Apple-Watch-OS-9-3-and-O2-Airtime-Plan-Connectivi...

If that fails, come back here - I will tag @O2nath_ci who is on for the next 3 or so hours, and see if you need help from him.  Good luck!

[deejaygav]

Hi thanks for quick reply. 

I have already updated my iPhone to iOS 16.3 and the watch to 9.3 this week but unfortunately still having same problem 

[pgn]

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@deejaygav wrote:

Hi thanks for quick reply. 

I have already updated my iPhone to iOS 16.3 and the watch to 9.3 this week but unfortunately still having same problem 

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Then over to @O2nath_ci I think, @deejaygav.  Good luck!

[gmarkj]

Looks like Nathan missed the mention on Friday, so I'll see if the advisor on duty this morning can help.

Can you see if there is anything you can do @O2Sarah- to help @deejaygav ?

[O2Sarah- · Accepted solution]

Thanks for the tag @gmarkj 

@deejaygav I will send you a private message to check your account. 

[deejaygav]

Many thanks @O2Sarah- watch is now connecting to my plan again after your support!!

[gmarkj]

Thanks for coming back to let us know your watch is working @deejaygav .

And well done to @O2Sarah !