Apple Watch SE (Cellular, 40mm) Not Receiving Calls Reliably Despite Standalone Setup
Subject: Apple Watch SE (Cellular, 40mm)
Not Receiving Calls Reliably Despite Standalone Setup – All Standard
Troubleshooting Already Done
Dear Apple Support,
I’m reaching out regarding an issue with
my Apple Watch SE (Cellular + GPS, 40mm) that I’ve set up for my son under the Apple
Family Setup. The device is located in Ontario, Canada, and is on a Bell
Mobility standalone cellular plan with its own dedicated phone number.
I’ve carefully reviewed both Apple and Bell procedures and confirmed that the
watch is configured correctly.
Here is a summary of the setup and the
problem:
Watch Setup & Network Details:
-
Apple Watch SE (Cellular, 40mm)
-
Bell Canada cellular plan (Family Setup
standalone, with its own phone number & active SIM/eSIM registered to IMEI)
-
Apple Family Sharing used for setup
(child’s watch properly added)
-
Cellular connectivity confirmed – calls
occasionally go through and voicemail is reachable
-
Paired with my iPhone; visible in my Watch
app
-
iOS and watchOS are fully updated
-
No Do Not
Disturb, Focus Mode, or Airplane Mode is
enabled
-
Parental Controls configured to allow
all calls at any time
-
Device is not near my phone when
tested, to verify true standalone function
-
Cellular signal shown on the watch during
failed call attempts
The Problem:
-
Most of
the time, when I call the watch’s phone number, it
goes straight to voicemail
-
At random times, the watch can receive the
call — often only after my son calls me first
-
Once he calls me, then I can call him back
and it works — but this is not reliable behavior
-
This renders the standalone watch unusable
in situations where I need to reach him directly, which defeats the purpose of
the device
What I’ve Already Done:
-
Verified the standalone cellular plan is
active and working (Bell confirms it's provisioned correctly)
-
Ensured iOS and watchOS are fully updated
on all devices
-
Checked parental controls multiple times –
receiving and making calls are always allowed
-
Verified Watch is not on DND or any Focus
mode
-
Searched Apple forums and found similar
unresolved reports from other users
-
Rebooted and even re-paired the watch —
issue persists
Request:
At this point, it’s clear this is not a
network provisioning issue nor a basic configuration problem. I believe
this may be a software or firmware-related reliability issue with the
Family Setup + standalone cellular mode. I’m requesting Apple to:
-
Escalate this issue to engineering or
higher-tier support
-
Acknowledge whether this is a known issue
affecting Apple Watch Family Setup with cellular carriers like Bell
-
Provide a resolution or workaround that
ensures reliable call reception, regardless of prior outgoing calls
I respectfully ask that support not direct
me back to basic setup checks, as all have been completed thoroughly. I am
happy to provide logs or specific timestamps of failed attempts if needed.
I brought the watch to the Apple Store at Yorkdale. While waiting, a staff member kindly tried to troubleshoot it for about 30 minutes, but was unable to resolve the issue. Given I was nearing the 14-day return deadline, I made the difficult decision to return the watch to avoid being locked into a malfunctioning product.
However, I would like to make it clear:
I am willing to purchase the Apple Watch SE again if Apple can acknowledge this issue and provide a resolution or update that guarantees reliable incoming call functionality on Family Setup cellular watches.
This issue is clearly affecting many users and is widely discussed online. It’s difficult to believe that Apple is unaware of it. At this point, I’m respectfully asking for escalation to engineering or someone with deeper insight into Family Setup reliability on cellular networks.
Thank you for your assistance in resolving
this.
