Rogers Galaxy Watch LTE plan does not work

[KTfN7yIj]

I have had multiple interaction with Rogers Retail Store and Technical support(including manager escalation) but after 6 visit to the store and 5 phone call with technical support it is not resolved. Both of them are just passing the ball to each other and not taking any ownership to resolve the issue.

There was a point when one of the store rep told me that they are just point of sale and not technical support so there is not need to come to the store as we need to sell here and not help customer with their issue

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[jimy]

Maybe a dumb question but are the mods employees of Rogers or have a pipeline to technical people at Rogers? Because if they are/do I think they are doing a disservice to us for multiple frustrating posts on the same issue if they could have escalated it from the beginning..
Anyways, I assume they aren't but if someone could verify I would feel better

Have a good weekend everyone!!

[wineng]

Looks like I am at the end of the road with the Rogers location I got the watch and phone from. They said there is nothing else they can do, tried a new esim again, but it didn't help. They can't figure out why it got disconnect from the network.

I am escalating the issues, but don't think there is anything they can do.

I got a free 3 month, 3 gig esim from one of those travel esim companies. And guess what? It works and its using the Rogers network. So it is an esim issue for Rogers.

Don't know why Rogers just doesn't give a regular phone esim for the watch.

[gqtrebor]

I'm extremely disappointed with Rogers. After five days of going back and forth between the store and Rogers' phone support, I'm still dealing with the same issue. I've been in the store multiple times, with their own support team trying to help, yet when I contact Rogers over the phone, they keep telling me there’s nothing they can do. It’s frustrating how much time and effort I've wasted just trying to get a simple LTE feature on my watch fixed—and it's still not resolved.

I’m at a loss for how Rogers can’t seem to fix their own issue with this feature. My old Apple Watch worked perfectly with LTE, so how different can it really be? The most annoying part was calling Rogers support directly, only to be asked about my Apple Watch line every single time. After explaining at least ten times that it’s not in use, it’s clear that listening to customers is not their strong suit.

While it’s not a deal breaker for me that the watch isn’t on LTE, the blame game between Rogers and the store is disappointing. The store keeps saying they don’t have the support they need from Rogers, and Rogers blames the store. I spent over $800 on these devices, but apparently, that doesn’t mean much to Rogers.

I don’t blame the store staff—they spent hours on the phone trying to help me. Listening to the conversation from my end, it was clear Rogers' tech support didn’t want to help because it required extra effort. And multiple support tickets were closed despite the issue still not being resolved. After 17 or 18 years of loyalty to Rogers and always paying my bills on time, this is the kind of support I receive? Brutal.

Would I recommend Rogers to a friend? Yes, but I hope they don’t have any problems because it seems Rogers can’t fix their own network issues. In the future, I wish they would just be honest and tell me upfront if something isn't working, instead of pointing fingers at the store. From my perspective as a customer, the store is Rogers. They’re not separate. Once they understand that, maybe their customer support will improve. But for now, I’m paying for LTE on a watch that’s only functioning as a Bluetooth device.

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@jimy wrote:
1. are the mods employees of Rogers
2. have a pipeline to technical people at Rogers?
3. Because if they are/do I think they are doing a disservice to us for multiple frustrating posts on the same issue if they could have escalated it from the beginning..

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1. They are.

2. They do

3. They sometimes do, if the issue is verifiable and affects numerous people, but it's usually better if people with issues PM them, so that a case number can be opened.  Since the mods are not typically the technical people who solve (or do not solve) the issue, they can only be a conduit for our concerns.

[gqtrebor]

So in like my case, a case will be opened 5 times and just closed cause its not rogers problem.....

[sam82]

For those of you who have been frustrated with Rogers unwillingness to streamline the process of activating a Samsung Galaxy smartwatch on their LTE smartwatch plan, this post should not come as a surprise. 

However, if you are new to Rogers and have a plan to activate your shiny new Galaxy smartwatch on Rogers network and have it share 1 number with your phone, you may save yourself a lot of headache by reading on.

I have been a Rogers customer for as long as I remember (in excess of 25 years, anyway) and I am a sucker for anything new in the world of tech so I didn't hesitate to purchase my first LTE enabled smartwatch back in 2015 when they had started to come out. That's about 10 years ago, enough time for a baby to be born and learn to play hockey and walk to school on their own. 10 years is a LOT of time in the world of tech too. In fact 10 years can be a LIFETIME for  most techs but Smartwatch and other wearable technologies are here to stay as they become an integral part of our daily lives, a FACT that the good folks at Rogers don't seem to understand or even care about when it comes to connecting a LTE watch to their customer's phone, something that can be done even online, within minutes, down south in United States with almost ALL American providers...But not Canada's  Rogers.

You can in fact get 10 different excuses as to why your LTE Galaxy watch can't be connected to your phone and share 1 number on Rogers $15 a month plan, if you call or visit 10 different stores or call centers.

Evident by complaints in this forum alone, this issue doesn't only affect people who choose to bring in their own smartwatch which they bought somewhere else because Rogers has issues even with activating the Galaxy watches that they themselves sell at their own stores.!!

When I browse these forums, it becomes clear that Canadians have been complaining about the same issue for at least the last 6 to 8 years, yet NOTHING has been done about it to fix it, so here's my personal issue, for the records and I am not holding my breath for a fix anytime soon:

My Galaxy Smartwatch in the picture below is an older Galaxy watch but it is one of Samsung's BEST selling and most reliable LTE smartwatches ever built for Canadian markets.

However, trying to get it activated on Rogers network has proven harder than performing a double root canal on my own Moller and it doesn't need to be that way.

My question is when is Rogers planning to finally get their smartwatch rodeo working for their customers because it has already been over 10 years and as I mentioned before, Wearables are here to stay, so it's not like ignoring the problem is going to make it go away.

Thanks in advance for your responses and I apologize if I don't reply in a timely fashion.

[wineng]

To me, the fix is simple. Issue a regular esim that is used for our phones. The esim for the 'android phone plan' can't register on Rogers network and work work.

I tried an short term esim (3 month) from anothrr company in the watch and it works. It is also using the Rogers network. These esims are typically used for travel, but I set it to Canada to try it on the watch.

I would like to see someone at Rogers try an esim they use for phones for a watch. I bet it will work.

[sam82]

The problem is that your "fix" isn't a fix.
You are basically activating your watch with a dedicated eSim which means you will have at least TWO phone numbers, one for your watch and for you phone and apart from being impractical, it can be very expensive too because now you are paying for two lines.
But the way this is supposed to work(for only $15 a month) is that Rogers should automatically ring your watch when someone calls your cellphone number, for example when you forget to take your cellphone with you when you leave the house or may just decide not to take your cellphone.
Anyone trying to call you on your cellphone number should then automatically trigger your watch ringer and you should then be able to take the call from your Watch.

[tips]

So it will work I have been using a Pixel Watch 2 LTE, then moved to Galaxy Watch Pro 5 LTE and now my Ultra. For almost a year now. The only problem they have is they can't share the same phone number. So 2 options forward your phone to your watch when unanswered. Problem with that is everything comes in as a private number for caller ID and if you miss the call no voicemail mail. So what I ended up doing is not forwarding but if missed a call it would send the notification to my watch so I knew who called me. All others notifications like email, WhatsApp etc all would come to the watch because the devices are connected through the cloud. The account was setup as a BYOD account on my account and sharingy data plans.

[gqtrebor]

And still not working, way to go Rogers.....

[gqtrebor]

has anyone been able to resolve this as of yet?

[Peete22]

I gave up long ago.  I would just let it go, gonna drive yourself crazy.  I read somewhere this has been a Rogers issue for years with watches.  Maybe just android ones not sure.

[gqtrebor]

Yea im not really going to bother with it anymore. was just curious if anyone finally got it to work. Kinda sad that this dos not work,

[gqtrebor]

https://www.rogers.com/smartwatches/samsung-galaxy-watch-ultra

Rogers you figure this out yet. your web site shows it should work

[adamparker51]

Having same issue nov 2024
2 calls and online to get the esim
Activated the esim
Cant use the esim on the galaxy pro5 lte
Called tec support 2x, went to store
Called tec support for over 1 hour to be told go to the store where I came from

So 3 times to get sim
4 times trying to get the lte working

Still no luck and the contract and sim is active
Trying to give my kid the watch as don't want them having a phone yet