Two Apple Watches (family configuration) intermittently offline when on cell service

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Level 1

32 points

Two Apple Watches (family configuration) intermittently offline when on cell service

My two kids got two Apple Watches in family configuration. Both are connected via a T-Mobile Germany plan that is dedicated for this purpose.

One of the kids has a Watch 4 and the other one a brand new SE.

Both Watches get intermittently offline (no Internet, no calls, only SMS work) when they are connected via cell service. The problem persist until one reboots the Watch manually. I can rule out issues with cell service coverage etc. It seems the Watches' modems crash from time to time and drop the Internet connection.

This issue is severe since it is not visible on the Watch when it occurs: it indicates full cell service signal strength as usual, even when the Internet connection is broken. You can only check it by repeatedly trying to call somebody or by opening an app that requires Internet connection (weather etc.), Then it will display an error message.

The SE is brand new, but the other kid has been using the Watch 4 for more than a year now. The problem persists since the very first day, with different firmware versions. I thought it might be a problem with the older Watch 4 model in family configuration. However, the new SE has the same issue.

Anybody an idea what I can do?

Posted on Aug 11, 2022 3:04 AM

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Answer 1

G-Tech1 Author

Level 1

32 points

Aug 14, 2022 12:46 AM in response to Trish313

Yes, but they could not solve it. We used Truphone instead of Telekom first and had the same issues. It is obviously the Apple Watch firmware that causes the issues.

BTW, in rare cases it also used to happen with my personal Apple Watch when my iPhone isn’t nearby. However, since I am rarely using it stand alone, I don’t see this issue occurring regularly. My provider is Telephonica, so it is definitely independent of the carrier, and most likely neither an issue dedicated to family setup: it’s just happening more frequently in family setup since the watches are more dependent on cell service in this configuration.

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Answer 2

Rigo_O86

Community Specialist

Aug 13, 2022 11:11 AM in response to G-Tech1

Hi G-Tech1,

Thanks for advising on what's happened so far.

Have you tried to unpair an Apple Watch and set it up again?

This article has two different ways to unpair and erase an Apple Watch:

Unpair and erase your Apple Watch

Let us know what you've tried so far.

If your Apple Watch is updated and unpaired, erased, and set up as new then we recommend you contact Apple Support:

Get Support

Thanks for using the Apple Support Communities.

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Answer 3

Trish313

Community Specialist

Aug 13, 2022 4:54 PM in response to G-Tech1

Hi G-Tech1,

Have you reached out to the carrier for assistance? Since this is happening with multiple devices over a long span of time and through multiple watchOS updates you'll want to speak to them to confirm there is not a cellular issue happening.

Have a good one!

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Answer 4

Lissy_12

Community Specialist

Aug 12, 2022 1:56 PM in response to G-Tech1

Hi G-Tech1,

Thank you for using the Apple Support Communities! The first step we'd recommend is ensuing both devices are updated by following these steps:

Make sure that your watch is connected to Wi-Fi.
On your watch, open the Settings app.
Tap General > Software Update.
Tap Install if a software update is available, then follow the onscreen instructions.

The following article can provide additional steps:

Update your Apple Watch

Hope this helps!

Have a great day.

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Answer 5

G-Tech1 Author

Level 1

32 points

Aug 12, 2022 1:58 PM in response to Lissy_12

Thanks, @Lissy_12, but the Watches are already on the latest Watch OS version. The problem was introduced more than a year ago with an update. And it hasn't been fixed since.

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Answer 6

G-Tech1 Author

Level 1

32 points

Aug 13, 2022 11:15 AM in response to Rigo_O86

Yes, tried everything. The brand new SE has been in use for 5 days. On the second day, the issue happened for the first time. Cell service connected, but offline.

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Two Apple Watches (family configuration) intermittently offline when on cell service

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