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Level 3: Gumshoe

Apple 5 watch not receiving calls

Answered

Whole thing has been a bit flakey. Set it up yesterday, added a Telstra one number account as per onscreen instructions. Installed and paired to phone. Only it wouldn’t use mobile data, call or receive calls. Went through Telstra helpline. Impaired and repaired again. It’s now using data, and can make calls but it won’t receive any calls. Now when I call, after it rings out it doesn’t go to the normal message bank, it goes to one that hasn’t been setup with a personal message yet. Weird. Telstra said everything on the account side looked fine. Any ideas?

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Level 3: Gumshoe
Accepted Solution

Re: Apple 5 watch not receiving calls

now working also :-)

View solution in original post

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28 REPLIES 28
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Level 23: Superhero

Re: Apple 5 watch not receiving calls

Your issue is not dissimilar to the one currently below your post.

It's almost as if there's some compatibility software issue ???????

Your best friend may be Apple Level 2 who are usually easy to speak to. (Apple Level 1 would not be advised in your case).

A network reset is advised, then off to Level 2 Apple.

If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"
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Level 3: Gumshoe

Re: Apple 5 watch not receiving calls

Thanks for the reply. 
Sorry how do I speak to an “apple level 2”? Did you mean Telstra? 

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Level 23: Superhero

Re: Apple 5 watch not receiving calls

Hello Nathan,

You ring Apple Australia phone support.  If you ring any Apple store on a local number,  the IVR phone system  offers  the option of Apple National support, I think it's option 2.

 

A Level 1 Apple employee in Australia will answer and you explain you have a very involved technical problem and request they switch you through to  Level 2 technical support.

Mostly, it's in Australia,

The Level 2 people are on top of their game.

 

(Please don't confuse with Telstra tech support where you'll have massive difficulty asking for Level 2, and IF Level 1 agree, you have to wait for a call back, if ever it comes)

 

Please advise   how you go.

 

 

If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"
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Level 2: Rookie

Re: Apple 5 watch not receiving calls

Just had the same problem. Been able to make calls, make texts, receive texts but unable to receive calls when on mobile data (not connected to phone and wifi off). I was just on a 2 hour phone call with Apple technical support. The problem is still unresolved and we have been told to contact Telstra.

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Support Team
Support Team

Re: Apple 5 watch not receiving calls

Hi @SteveB1,

 

Our Mobile Assurance team can help look into the issue for your Apple Watch, and they can be reached any time on 132200 (say mobile fault) or via secure Live Chat here:  https://tel.st/ru7zc from 7am-midnight EST. 

 

Keep us posted on how you go. 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Level 23: Superhero

Re: Apple 5 watch not receiving calls

There are now several similar posts re Apple watches,

If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"
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Level 3: Gumshoe

Re: Apple 5 watch not receiving calls

I’ve done this. Gone through their full script, re-paired the phone now 5 times. Gone through apple support and their full script. Apple feels it’s a Telstra fault - that one number is not registering properly. 

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Level 23: Superhero

Re: Apple 5 watch not receiving calls

Thanks for advising.

I think you've followed every option now.

You've eliminated the Apple potential issues,

As there are several reports since yours, Telstra hopefully may recognise that the issue that is in their system.

 

Many years ago, that is 1998, when I worked in Telstra owned stores, we were All technicians, everyone.......

and when we sold something, Telstra had a policy of "Walk Out Working"  to avoid situations like yours and the others here with similar problems.

If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"
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Level 1: Cadet

Re: Apple 5 watch not receiving calls

I also am having this issue with an Apple Watch Series 5. Been through all the troubleshooting with Apple told to contact telstra. Many of same steps followed with telstra and still no resolution as yet. Spent 4 hours on phone with tech support today between Apple and Telstra. There is clearly a problem here!

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Level 2: Rookie

Re: Apple 5 watch not receiving calls

Had a near two hour discussion with Telstra today. Unfortunately the problem is still unresolved. They told me they would be putting me through to a higher specialist technician within the next week.

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Level 1: Cadet

Re: Apple 5 watch not receiving calls

I have the same problem, can make calls but not receive on my new series 5 watch. If anyone finds a solution can you let me know how to fix

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Level 3: Gumshoe

Re: Apple 5 watch not receiving calls

I also tried completely removing my subscription, wiping the watch and re pairing with a new subscription. Still doesn’t work. Can make calls but can’t receive any. Very frustrating. The fact it goes to a different message bank makes me fairly certain it’s a Telstra problem. Likely if not resolved soon will just have to go to a different provider. 

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Level 1: Cadet

Re: Apple 5 watch not receiving calls

I have the same problem, has anyone have any answers how to fix?

Level 2: Rookie

Re: Apple 5 watch not receiving calls

Just checking if this is solved, and if so what was the best approach

We have a new Apple Watch 5 which can make but not receive calls when iphone is not present

Have another phone and watch series 3 on same account which continueswork perfectly.

The 24/7 app shows both services and that one number is activated on each.

the new one got the message from Telstra that one number was activated.

like other poster, we think that message bank is implicated as when trying to call the watch with phone not present we don’t get the correct message.

suggestion on best approach appreciated- go to Apple/Telstra/Store/Call support etc.

Thanks

 

 

 

 

 

 

 

 

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Level 3: Gumshoe

Re: Apple 5 watch not receiving calls

Hi Newton3. 

There is so far no fix as far as I can tell. I don’t think it’s anything on our end and simply a Telstra issue. I’ve done every fix that apple and Telstra can provide and nothing works. I’d recommend calling Telstra and asking to escalate the issue. This will file a support ticket with the people that can potentially fix it. When they get enough of them I’m sure they will realise there is an issue. 

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Level 25: The Singularity
Level 25: The Singularity

Re: Apple 5 watch not receiving calls

There are a few complaints of similar behavior with the Apple Watch 5 on the Optus Community Board, so I think the issue is more with Apple than the carriers. 

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 2: Rookie

Re: Apple 5 watch not receiving calls

We have two iPhones and two Apple watches with seperate one-number subscriptions.

im going to try swapping watches between phones to see if this gives more clues.

worried I might have two non functional watches ....

 

will post back later.

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Level 3: Gumshoe

Re: Apple 5 watch not receiving calls

I’m not sure why the message bank would be all messed up if it was a phone issue. Shouldn’t that be going to the usual message bank if it was forwarding calls correctly? 
If Optus is also having issues then maybe I’ll just end up taking the watch back. Wait for a new model. 

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Level 2: Rookie

Re: Apple 5 watch not receiving calls

The message bank issue is this:

 

the service in question used to have a standard voice mail answer/leave message etc.

when one number was activated that changed - now just offers leave a 10 second message.

that applies when using watch or phone.  Don’t know how to fix this, but suspect the problem not receiving calls on watch without phone is related - the message service is intercepting the call.

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Level 2: Rookie

Re: Apple 5 watch not receiving calls

Ok, now here are some clues which I hope help.

We have iPhone A and B and apple watch A (series 3) and apple watch B (series 5)

  • iPhone A has apple watch A been working with "one number" for quite a while
  • iPhone B has brand new watch B, set up with new one number subscription.  On install we had the "can't receive calls without phone" issue,and the message bank change per previous messages.

I unpaired both, then paired iPhone A with watch B and iPhone B with watch A - keeping the data plans and numbers for each.

  • iPhone A with watch B showed the same problem - watch will not receive calls. This is the one number plan on A that worked before,
  • iPhone B with watch A worked perfectly.  

So the watch series 5 does not receive calls on either data plan, but the series 3 watch works as expected.

BUT when I paired them back to the original state then phone A watch A works perfectly; but phone B with watch B will not re-connect to the data - complains of "max pairing attempts exceeded".  

So i think the issue is at least partly Apple Series 5, and probably in some difference in the Apple - Telstra interface.

This is going to take a while ....

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Level 2: Rookie

Re: Apple 5 watch not receiving calls

So I went and had a talk to Telstra shop.  They confirmed settings and said call support to get message bank fixed and check the not receiving issue. Tried Apple, the Genius Bar was really busy and as the watch was new they replaced it just in case (!!!)

 

Today went on to Telstra Chat, they reapplied message bank and then escalated to support (a real, very competent human).  She worked with me to verify the fault (ie Watch is not receiving calls with phone off).  She could see the error at her end (some type of call failed).  Needs to be referred to next level. She checked and verified with manager that this issue is known and has been escalated.  Obviously they don’t to ETR for this sort of issue.

So now we wait; but as support interactions go this was a pretty good one so far.

 

 

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Level 3: Gumshoe

Re: Apple 5 watch not receiving calls

Thanks for the update. So you replaced the watch at the Apple store and still the same problem? Just want to check because I was going to do the same this week and just want to confirm this doesn’t work?

 

On my end they fixed the message bank, but still not receiving calls. Still awaiting a call back from Telstra on the escalated issue. I’m told it may be a week and they won’t call until a solution exists. Did they give any more info on the error?

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Level 1: Cadet

Re: Apple 5 watch not receiving calls

Same issue. I was gifted an apple watch series 5 on Christmas day, added a Telstra One number, it connects, I can make calls when away from my phone but cannot receive calls, and it goes through to a standard message bank. I phoned telstra helpline, they did some trouble shooting, and set up a call for me to Apple, this was escalated to a higher level, and I spent 3 hours on the phone with Apple, they ran diagnostics etc, eventually suggested I take watch back, and it will be swopped for another one. I don’t think it is a hardware issue though, issue lies somewhere with interaction between Telstra and the Apple Watch 5. I hope it is sorted soon!

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Level 2: Rookie

Re: Apple 5 watch not receiving calls

Update:

My Apple Watch is now fully functioning and able to recieve calls while on mobile data. Telstra have fixed the issue. 

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Level 2: Rookie

Re: Apple 5 watch not receiving calls

Thanks very much for advising.

i can confirm that our series 5 watch is now working as well.   

it will be interesting to see if Telstra come back and advise us and close the support incidents ....

 

much happier

 

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Level 3: Gumshoe
Accepted Solution

Re: Apple 5 watch not receiving calls

now working also :-)

View solution in original post

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Level 1: Cadet

Re: Apple 5 watch not receiving calls

Mine is still not working. Very annoying that Telstra are selling a product albeit for $5 per month that will not work. Very slow fixing it. 

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Level 2: Rookie

Re: Apple 5 watch not receiving calls

That’s good I just checked today while I was charging both my Apple iPhone and watch series 5 and I was able to connect the Telstra one number to the watch it has been a frustrating month I have been told Telstra is working on everyone’s problem with it connecting to the subscription 

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