U

Visitor

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3 Messages

Fri, Apr 23, 2021 2:23 PM

Apple Watch does not ring when my phone is off

2 Apple Watches paired to 2 iPhones (different) and if the phone is off we get dead air/call failed. Spent hours w/ Apple & Xfinity Mobile (Tier 2). Tried to unpair/pair watch/phone. Deactivated mobile plan etc. Nothing is working.  When my phone is on and watch connected to it my watch ICCID shows 'no sim'.  If I turn my phone off and wifi off on my phone the ICCID will populate with a number.  That number matches what XM support is expecting so the watch is 'provisioned' correctly.  It sounds like this is a problem with your network, not my account. Also have a co-worker who assumed everything was working correctly, but was able to reproduce the problem with his devices as well.

I have 3 ticket numbers.  Each time I call your support number they say they can't find any of the tickets and I have to create a new one. 

Can anyone assist?

Responses

ComcastStarr

Official Employee

 • 

189 Messages

2 m ago

Hi, @

 

We have some specially trained, dedicated Xfinity Mobile experts who work via Twitter using the handle @xfinitymobile and on Facebook too (https://comca.st/3dR4t5g)

I recommend reaching out directly to our Xfinity Mobile team members who will be able to provide further assistance! 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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3 Messages

1 m ago

Same issue. Have you found a fix 

DaveO3

Problem Solver

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303 Messages

1 m ago

First things first. It sounds like your cellular settings and provisioning are correct. On your Watch you should see one of the three Network settings:

1.) Not Available - When connected through your iPhone nearby. 
2.) XM WiFi - When not connected through your iPhone, but using recent WiFi connection used by both devices and your Watch is using WiFi Calling. 
3.) Xfinity Mobile - When connected through eSIM on watch to cellular tower. 

Most likely your Apple Watch settings need to be corrected. See the following Apple discussion:

https://discussions.apple.com/thread/8025841

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