Apple Watch Cellular Data Turning Off Automatically

Question

Level 1

12 points

Apple Watch Cellular Data Turning Off Automatically

I recently purchased a new Series 5 Apple Watch from Apple and contacted you to move my EE Watch contract over from my previous Series 4 watch to the new version so I could get data without having my phone on me.

Ever since, I’m having significant issues. I mainly use the data to listen to the radio when out running, when I go to play the station it plays for about 10 seconds and then stops showing an error message that there is no internet connection. This happens no matter what station I listen to. I then have to stop, press play again and it will do the same, stop after 10 seconds or so. When I check in settings if I’ve got a cellular connection, it shows that I do. However for some reason it continuously cuts in and out.

I used to receive non stop notifications on my run, now nothing - as I assume it’s not continuously connected. How do I rectify this as currently I’m paying for something monthly that I cannot use.

I’ve noticed that the red iPhone icon comes up too showing that it is not connected to my iPhone (which is shouldn’t be as it’s been left at home) and I’ve also noticed that the cellular button is turned off when I loose connection, so it’s almost like it’s turning itself off. EE has deleted the plan off my watch and re-added it, it works a little better now only cutting out after 10 minutes or so rather than 10 seconds but its still not working right.

Apple Watch

Posted on Mar 31, 2020 3:55 AM

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Answer 1

ckuan

Level 10

120,758 points

Apr 2, 2020 4:51 AM in response to jackjctaylor

Basic troubleshooting steps:

If no joy, use Contact Support at the top of this page and start a service request.

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Answer 2

ckuan

Level 10

120,758 points

Apr 2, 2020 4:03 AM in response to jackjctaylor

In your image, the Status should be "Connected" and not "No Connection".

You should talk to your carrier (EE) about (iPhone) number sharing.

It should then share your iPhone data plan (if you have one)

You can activate cellular service on your Apple Watch with cellular during setup. If you don’t wish to, you can activate it later in the Apple Watch app on your iPhone. See Use Apple Watch with a cellular network.

Your iPhone and Apple Watch must use the same cellular carrier. Cellular service not available in all regions.

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Answer 3

BobHarris

Level 9

55,007 points

Apr 1, 2020 5:45 PM in response to jackjctaylor

I do not have a cellular model, so my questions are for understanding.

How do you know your Apple Watch was using cellular before you left the house?

Generally when you are near your iPhone, the Apple Watch will use Low Energy Bluetooth to conserve battery life. If out of Bluetooth range, but both are on the same WiFi, the Apple Watch will use WiFi to again, save battery life, and depend on the iPhone radios.

The Cellular radio should only kick in when you are out of both Bluetooth and WiFi range.

What you are describing seem to me to be saying, you do not have a properly provisioned cellular plan sharing your iPhone's phone number on the Apple Watch. That would tend to be EE's responsibility.

As a test, leave your home (difficult to do these days with all the "Shelter At Home" advice), but if you can get out of WiFi range, with your iPhone, then

first see if your Apple Watch is working. Doing things that require a radio, which I'm saying should be via Bluetooth to the iPhone.
second, turn off your iPhone's Bluetooth. Does the Apple Watch still function? Or the does the lack of Bluetooth and WiFi mean it is not using Cellular.

If this test works, then it is the cellular

You would not be the first person where the cellular company messed up provisioning the Apple Watch with the iPhone's shared service.

And for that, I would be inclined to visit an EE store, also one of those difficult to do activities when you are sheltering in place.

If you are positive that EE provisioned the Apple Watch correctly, then it would imply a broken Apple Watch cellular radio.

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Answer 4

jackjctaylor Author

Level 1

12 points

Apr 2, 2020 3:48 AM in response to BobHarris

Hi BobHarris

To be honest, I believe my Apple Watch may be faulty. This morning the battery had drained to 54% after less than an hour of wearing it from 100%.

This morning when I went out for my run, the data on my watch would simply not work at all. If I swiped up to open notification centre it shows no data plan (Notification Centre > Cellular Icon > ’No Cellular Plan - You can add a cellular plan in the Apple Watch app on your iPhone’.

However, when I go to Setting on my Apple Watch I’m greeted with this message (Settings > Cellular > ‘Plan - EE / Status - No Connection). I’ve attached screenshots below. I'm going to get back in contact with Apple and see if they advise replacing the watch...

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Answer 5

BobHarris

Level 9

55,007 points

Mar 31, 2020 5:11 PM in response to jackjctaylor

This is a user-to-user technical support forum. Neither Apple, nor EE live here.

If you think you have an issue with EE, you should be talking to them.

As for your Apple Watch, you could start by doing a reset.

https://www.macrumors.com/how-to/force-restart-your-apple-watch/

After that if you have more info, you wish to post in these forums, please keep in mind that we are just users like you that are trying to help, but we do not have access to your Apple Watch, nor do we have access to your EE cellular service.

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Answer 6

jackjctaylor Author

Level 1

12 points

Apr 1, 2020 3:21 AM in response to BobHarris

Hi BobHarris

Apologies if I phrased my question unclearly, admittedly some of it was for the technical support request I sent to EE.

What I was really trying to understand is if anyone else had experienced this issue. Whilst EE have reset my account and that appears to have helped, my watch still turns off Cellular Data when I leave my house to go for a run. I startup the Radio, which works fine on Cellular, begin a workout and within 30 seances it turns off cellular completely automatically. As mentioned above I don't believe this is an EE issue and Apple have been unable to help.

So far I've reset my watch and also restored it, both to no effect.

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Answer 7

jackjctaylor Author

Level 1

12 points

Apr 2, 2020 4:14 AM in response to ckuan

Yes, the thing is yesterday and this morning after having EE reset my connection it said Connection, only this morning it says 'No Connection'.

EE have advised me to contact Apple, but I'm having so many other issues with the watch like it's battery I believe it may just be faulty. Curious to see if any one else has had any similar issues and managed to find a fix for intermittent cellular connections

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Answer 8

jackjctaylor Author

Level 1

12 points

Apr 2, 2020 4:40 AM in response to ckuan

The Watch was purchased from Apple a couple of months ago and it has the latest software installed. It's now restarted by itself and is stuck on the 'Apple Watch Basics' screen rendering it useless. Something is definitely not right

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Answer 9

jackjctaylor Author

Level 1

12 points

Apr 3, 2020 5:54 AM in response to ckuan

OK, so I'm getting a replacement.

I've done a lot of testing now and my cellular function just turns off every 30 seconds after I turn it on. It's not an issue with EE as when it's on I receive data no problem. Restoring the device and setting it up as new has also not sorted it.

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