Visitor
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3 Messages
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?
XfinityChristina
Official Employee
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923 Messages
3 years ago
Hi, @user_affc35
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!
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KwikKarl
Visitor
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3 Messages
3 years ago
Same issue. Have you found a fix
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DaveO3
Problem Solver
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749 Messages
3 years 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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