User profile for user: abinashpuhan
abinashpuhan Author
User level: Level 1
5 points

Anyone facing issues connecting to known 2.4Ghz Wifi Routers when iPhone is in flight mode or not nearby? Asking this for watch OS 4.1 and Apple Watch 3 (Cellular).

I have raised a support request with Apple, but have not heard anything back.


I have tried every step found on different support sides, unpaired and paired watch, forgot wifi and added again, restarted phone and watch, etc.. It simply will not connect to my Sky Router at home.


If anyone else has faced similar issues, please help me out by explaining how it was resolved?


Thanks

Posted on Nov 22, 2017 4:24 PM

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User profile for user: abinashpuhan
abinashpuhan Author
User level: Level 1
5 points

Posted on Dec 13, 2017 6:50 AM

Thanks to everyone who contributed here. I will detail the steps followed for the resolution. Before that, it was a shot in the dark basically when I tried everything including resetting my Watch/ iPhone, Router, contacting Apple and also getting a replacement on the Watch from Apple.


Steps to resolve this issue assuming you are using Watch 3 (Cellular) with iPhone 6S/ 7 or an iPhone X, considering I know these devices were used to test this.

1) Delete security app called Lookout from your phone and watch.

Note - this app is free to use for all EE monthly customers, hence I had that installed and so did a colleague of mine.

2) Forget the known 2.4 GHz WiFi from your phone and ensure Bluetooth is on and watch is connected.

3) Restart watch and phone.

4) Check if Bluetooth is on and watch is connected.

5) Connect to the 2.4 GHz WiFi and let a few minutes for the details to be transferred to the watch.

6) Switch off Bluetooth or Enable Flight Mode and check the watch.


You should see the wee blue WiFi symbol and the WiFi name after it which would suggest a successful connection.


Now, I am not sure why lookout prevents the watch from connecting to WiFi - but have raised a ticket with Lookout support to understand if they are aware and working on a fix.


Thanks

Abinash

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User profile for user: abinashpuhan
abinashpuhan Author
User level: Level 1
5 points

Dec 13, 2017 6:50 AM in response to abinashpuhan

Thanks to everyone who contributed here. I will detail the steps followed for the resolution. Before that, it was a shot in the dark basically when I tried everything including resetting my Watch/ iPhone, Router, contacting Apple and also getting a replacement on the Watch from Apple.


Steps to resolve this issue assuming you are using Watch 3 (Cellular) with iPhone 6S/ 7 or an iPhone X, considering I know these devices were used to test this.

1) Delete security app called Lookout from your phone and watch.

Note - this app is free to use for all EE monthly customers, hence I had that installed and so did a colleague of mine.

2) Forget the known 2.4 GHz WiFi from your phone and ensure Bluetooth is on and watch is connected.

3) Restart watch and phone.

4) Check if Bluetooth is on and watch is connected.

5) Connect to the 2.4 GHz WiFi and let a few minutes for the details to be transferred to the watch.

6) Switch off Bluetooth or Enable Flight Mode and check the watch.


You should see the wee blue WiFi symbol and the WiFi name after it which would suggest a successful connection.


Now, I am not sure why lookout prevents the watch from connecting to WiFi - but have raised a ticket with Lookout support to understand if they are aware and working on a fix.


Thanks

Abinash

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User profile for user: Jonathan UK
Jonathan UK
User level: Level 10
164,015 points

Nov 23, 2017 5:56 AM in response to abinashpuhan

Hi


Whenever your Apple Watch (including Series 3 (GPS + Cellular) models) cannot connect to the paired iPhone via Bluetooth, it will attempt, as a fallback, to connect to a compatible Wi-Fi network.


A compatible Wi-Fi network is an 802.11b/g/n 2.4GHz Wi-Fi network that your iPhone has connected to before whilst your Apple Watch was connected to the iPhone via Bluetooth. Apple Watch cannot connect to 5GHz Wi-Fi networks or to public networks that require logins, subscriptions or profiles.


To check whether your Apple Watch can connect to Wi-Fi:



If your Apple Watch does not connect to Wi-Fi as expected (after allowing a few moments), then follow these steps:

If you have not yet done so, update your iPhone and Apple Watch to the latest software, starting with your iPhone:


Firstly, ensure that your Apple Watch and iPhone are connected via Bluetooth and also that your iPhone is connected to your Wi-Fi network:


On your iPhone, go to: Settings > Wi-Fi:

  • Tap on the "i" / info icon to the right of your Wi-Fi network name > tap on Forget This Network.
  • With your Apple Watch still connected via Bluetooth, reconnect your iPhone to your Wi-Fi network, being sure to check that you are connecting to an 802.11b/g/n 2.4 GHz network.
  • Pause for a few moments to allow the Wi-Fi information to be shared to your Apple Watch.


On your iPhone, enable Airplane Mode:


Check whether your Apple Watch has successfully connected to the Wi-Fi network by checking for the Wi-Fi icon at the upper-left of Control Centre (allow a short while for it to connect after losing the connection with your iPhone):


When finished, turn off Airplane Mode on your iPhone.


If you have not yet done so and if the feature is supported on your plan, you may also wish to enable Wi-Fi Calling on your devices:


If the issue persists, then I suggest that you continue your dialogue with Apple Support (remote diagnostics and/or mail-in service may be available, if required), make a Genius Bar reservation or visit an Apple Authorised Service Provider for assistance, if necessary including in order to arrange service:


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User profile for user: Marto57
Marto57
User level: Level 1
8 points

Nov 23, 2017 2:18 AM in response to abinashpuhan

I have the same problem - not connecting to known 2.4GHz wifi, and have an open ticket (October 26) with Apple which I believe has been referred to Engineering.

What I would be VERY interested to know is this - can anyone with an Apple Watch 3 Cellular confirm that they CAN connect to known wifi, and see the blue symbol in Control Center as illustrated at https://support.apple.com/en-gb/HT204562 ?

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User profile for user: abinashpuhan
abinashpuhan Author
User level: Level 1
5 points

Nov 23, 2017 6:27 AM in response to Jonathan UK

Hi Jonathan,


I have tried the steps mentioned above as I read them on other discussions before contacting Apple Support and making a Genius Bar reservation.


Since then, been to the Apple store here in Edinburgh and been in touch with Apple Support over chat/ phone. The case is being investigated by engineering was the last update when I visited the store last week.


The reason I have asked this question here is to understand if other people with a similar watch model have faced this issue and how it was resolved. I bought my watch 3 weeks ago and reported the issue within 7 days. It's been 2 weeks since I raised this with Apple Support and I am still not able to find a solution.


Thanks

Abinash

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Anyone facing issues connecting to known 2.4Ghz Wifi Routers when iPhone is in flight mode or not nearby? Asking this for watch OS 4.1 and Apple Watch 3 (Cellular).

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