Apple Watch Ultra Disconnecting from Cellular Data and only connects again if watch is restarted

[mobileappz]

Hi, I'm experiencing some issues with the cellular connection on an Apple Watch Ultra. The cellular data connection drops and does not come back unless the Watch is restarted. This problems occurs when using the  watch for cellular features. ie when it is not connected on a Wifi or iPhone connection. This is in an area with good 4G cellular coverage, the network coverage is not causing the problem.

The Apple Watch connects to cellular data when it's first switched on, and it works and can receive data. It says when you tap on the cellular bars:

"Mobile Data - O2 UK - 4G". And it says when on tapping the big green cellular icon: Status: Connected.

The problem is when moving to an area of low signal, then back to the full signal area, it is impossible for the Watch to reconnect to a full signal, even when clearly back in the full signal area. 

It says when you tap on the cellular bars, even when moving back in to the 4G area:

"Mobile Data - O2 UK". And it says when on tapping the big green cellular icon: Status: Loading.

 The only way to cellular data reception back is to restart the Apple Watch. This obviously resets the data connection.

I have tried all the usual remedies: Unpair and factory reset Apple Watch, Remove and re-add Apple Watch data plan in the Apple Watch App on the iPhone, switch cellular data on and off on Watch and switch flight mode on and off on Watch. However the only way it regains data reception is restarting the Apple Watch.

[numbers912]

sorry only just seen this. I had a series 6 before. it was an upgrade.

[GalliMak · Accepted solution]

I have a solution that is so far (touch wood) working for me on an AW-Ultra. Had the 6 before and ‘migrated’ the data connection to the new watch. It would appear that there is an issue on O2 servers when migrating eSims from one watch to another (I was experiencing all the familiar problems having to restart the AW-Ultra often and then only getting 4G for a limited time if at all).

Happy to report after this ‘fix’ I appear to have kept the data connection, even after going into areas of poor reception where my phone normally looses signal and 4G is being restored once I have good coverage again.

**The Fix**

Remove the account under [Mobile Data] using the Watch App on your iPhone.

Call 202 and explain the issue and request to be put through to the retentions team for immediate removal of the watch (sync-1/sync-2) service from your account. They will try and tell you it takes 30 days, however explain you are doing this to ‘refresh’ your service and that you will be resigning immediately as soon as it has been removed from the account, they then should agree to stop the service straight away.

Wait 10-15 minutes

Back in the Watch App on iPhone, go back into [Mobile Data] and sign up for a totally new service, agree to the terms and conditions, wait for the setup to complete.

Wait up to 24 hours for the new service to be active (was 20 minutes for me).

Hope this helps people - good luck

Marc

[Haylzzz74]

Good Afternoon, just a quick update from myself on my "No Connection" issue on the apple watch 8. I have also gone down the same route as Marc above and so far so good. I cancelled the old account off my watch completely, waited for it to disappear from my account and then set up a completely new plan and it has now been connected all the time since this has been done. So it does seem to be as Marc stated a migration issue. Many thanks to GalliMak for the heads up and solution. 🙂

[kitenski]

My retentions guy is sticking to the party line of 30 days 😞

retentions sent me back to customer service, who eventually sent me back to retentions who stuck to the 30 days!!

3rd time lucky, now telling me it will be a next day cancellation which hopefully is the solution.

[kitenski]

massive thanks to @GalliMak , I've stayed connected now for the past 36 hours! Shame the O2 support reps didn't know about this easy fix!

[JonB]

Don’t know if @O2Ellie managed to resolve this, but I’ve had to cancel my watch plan out of sheer frustration. I might try and add it again in a few weeks and see if that’s any better. 

[pgn]

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@JonB wrote:

Don’t know if O2Ellie managed to resolve this, but I’ve had to cancel my watch plan out of sheer frustration. I might try and add it again in a few weeks and see if that’s any better. 

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Perhaps a second attempt later will help, but sorry you had to cancel, @JonB - tagging @Martin-O2 for info.

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@JonB wrote:

Don’t know if @O2Ellie managed to resolve this, but I’ve had to cancel my watch plan out of sheer frustration. I might try and add it again in a few weeks and see if that’s any better. 

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[mobileappz]

Thanks for the solution, which is clearly working for multiple people and like you say is indicative of a migration issue. When I asked O2 to cancel the Watch plan, and then tried to set up a new one, I received this error: "Oops, something went wrong. Try again and if the problem continues call 202 for free from your O2 mobile quoting reference code 10”. Hopefully someone at O2 will read your solution. And then do some testing to reproduce the fault from changing Apple Watches, and be able to isolate exactly what’s going wrong in the migration process and fix it. Hopefully for those who have already left O2, this solution might work for their Watch on an entirely new account.

[GalliMak]

Hi @mobileappz ,

Before using my above method, I got this error when just removing and re-adding the data plan in the Watch App on iPhone without contacting O2 for removal of the plan completely from my account on their side. After 24 hours it cleared and I was able to re-add the ‘problem account’, but the problems persisted. Be sure to have the service totally removed from your O2 account, which only the retentions team can do by calling 202. 

[Robsa]

Too late for me, I've dumped O2 after over ten years and gone to EE.  To be honest I can get 100Mbps in my house with EE as opposed to about 4Mbps with O2 so it was probably the right thing to do anyway.