Close

What are you looking for?

cancel
Showing results for 
Search instead for 
Did you mean: 

Original topic:

How to connect watch active 2 to 4g

(Topic created on: 09/10/19 10:33)
Favkb24
Navigator
Options
Wearables

I am unable to connect my watch active 2 to mobile network. Keeping getting error that mobile service is not available in my region.

133 REPLIES 133
Allawish
Apprentice
Options
Wearables

Ok so after another hour on the phone to them they have disabled, reactivated the onenumber service etc and put the EID in again which can take upto 24 hours, but they think it will only be a couple.

 

Fingers crossed.

Will let everyone know.

0 Likes
Reply
Chris141
Apprentice
Options
Wearables

If Vodafone can take an effort, why not EE? 
Absolutely no progress with EE at all yet.  

0 Likes
Reply
Favkb24
Navigator
Options
Wearables

I have been with EE before and their customer service is the worst and once in a while, you get lucky to speak to someone nice who is willing to help. I think you have to keep trying and hopefully, you will get a nice tech support. Also, do not explain that you have tried before just pretend its the first time you are calling and ask to activate the service for your smartwatch.  This is like a 5mins job.  It's just unfortunate with Vodafone because the first time around they did activate the line and I could see the QR Code but couldn't connect my watch to it due to wrong EID number that the support person put through that is according to the tech engineer.  mind you this could all be a lie.

dontusuallypost
First Poster
Options
Wearables

Maybe a resolution for some....

 

I have had the same 4G connection issue with my active 2 watch. Been on the phone to samsung and vodafone for the last 3 days with no luck.

 

Finally got through to someone at Samsung who knew what the issue was... I advise you all check the back of your samsung watch box... if it says R-NZ.. its likely you were sent the New Zealand version!! This is exactly what happened to me and now I have a replacement order with Samsung for the correct UK version! 

 

Save yourself some time and hassel .... CHECK YOUR BOX and thank me later 

LegendaryAced
Apprentice
Options
Wearables

The model number ends with BTU. This is usually for UK and Ireland models.

R-NZ might be something else.

0 Likes
Reply
Favkb24
Navigator
Options
Wearables

Mine ends with BTU and I did asked samsung to check if it's a UK model and they said it was 

0 Likes
Reply
Allawish
Apprentice
Options
Wearables

My model ends in BTU but it does have "R-NZ" on the back of the box.... (photo below)

 

It does make sense that R stands for Region....but that could just be a co-incidence.

 

 

Anyhow, ordered a new one for delivery tomorrow. Will see if that is any different...

 

 

20191008_191924.jpg

0 Likes
Reply
LegendaryAced
Apprentice
Options
Wearables
EE has now sent internal communications to their CS that because they do not have a self-serve journey to support Samsung Watch customers that have purchased the watch from a third-party (basically not EE), they have a temporary solution. They provide details where to find internally the steps to generate an eSIM for the Watch. It involves adding the EID. It might be worth telling the EE CS person you speak with about this so that they can find the instructions in the internal system.
Screaming_Dead
Apprentice
Options
Wearables
Just to clarify, have you managed to get a Active2 LTE purchased from Samsung connected to EE? If so, how did you contact EE CS, via phone or chat. Sorry for so many questions but have spoken to 4 EE CS staff over the last few days and all of them have told me they won't support a watch that wasn't supplied via EE. Thanks SD
0 Likes
Reply
LegendaryAced
Apprentice
Options
Wearables

I have not activated it, but the official communication went internally to EE CS earlier today. I would say try over the phone and let them know that the information is available in their internal system called Albert. The plan costs £7 / month with unlimited calls and texts and 10GB data. First 3 months are free.

Screaming_Dead
Apprentice
Options
Wearables
Fantastic, I'll call EE CS tomorrow and see how far I get.
0 Likes
Reply
Favkb24
Navigator
Options
Wearables

Has anyone tried logging into onenumber.vodafone.com is your device connected yet. Mine hasn't 

0 Likes
Reply
Nominal
Explorer
Options
Wearables

My onenumber is active if call the number goes to answer phone, but if I go to onenumber  and try to login it just times out and saying something when wrong, send a text to it and it sends but goes nowhere,  oh and I do not get a text saying I have a missed call, it has apparently all been reset yesterday and they would call me back at 15.00 but no call.

 

0 Likes
Reply
Favkb24
Navigator
Options
Wearables

Exactly the same

0 Likes
Reply
Nominal
Explorer
Options
Wearables

Oh, just looked at my watch box, saying R-NZ as well.

0 Likes
Reply
Chris_UK
Explorer
Options
Wearables
My esim is active on onenumber.vodafone.com, I have the activation QR code available from Vodafone. ..but when I go to "add mobile network" I only get the error "mobile services for this watch isn't available in your region".

I think the issue is on the Samsung side of things,
0 Likes
Reply
Favkb24
Navigator
Options
Wearables

I just had a word with samsung wearable support. The guy said the watch is only compatible with EE at the moment. 

0 Likes
Reply
Nominal
Explorer
Options
Wearables

Strange,  have been told that it wil defenatly work with Vodafone by Samsung!

0 Likes
Reply
GK4P
Apprentice
Options
Wearables

Me too, unable to connect my watch active 2 to mobile network Virgin... 😞 Tomorrow will ask why...

0 Likes
Reply
Allawish
Apprentice
Options
Wearables

Sorry to say it, but I don't think Virgin support the watch?

0 Likes
Reply
Favkb24
Navigator
Options
Wearables

Virgin does not offer esim. Also Vodafone provide virgin services I think. 

 

It's only vodafone or EE that offers esim.

It will be nice to know if the watch works for anyone on EE.

0 Likes
Reply