Can't activate watch 5 pro LTE

[g00fy]

I got a good deal on a watch 5 pro LTE directly from Samsung at the very end of December.  I ordered it from Samsung. Com and picked it up at best buy.

I have yet to be able to get this thing to activate with Verizon.  I've spent probably close to 12 hours on the phone or chat with Verizon support.  I've gone to the local Verizon branch, nobody can get this watch to activate and I'm 95% sure it's a problem with Verizon not properly provisioning eSim.

Usually all tech support calls would end with, we need to escalate this, someone will call you back in 48 hours, or we need to escalate this so your device can be added to the DMD, someone will call you back.  However I never get a call back.

I've googled it and found several people having issues across different carriers, usually they were all able to get it sorted, but a few with Verizon said that Verizon will only activate an unlocked watch purchased directly from Verizon.  I seriously hope that's not the case because we've happily had our small business account with Verizon for 23 years and I'd hate to have to end the account because they won't activate an unlocked watch I bought from Samsung.

[vzw_customer_support]

Hello g00fy. We're truly sorry to learn that we've been unsuccessful in activating your Samsung watch for you. Please send us a Private Note so we can look into this for you.  -Tanisha

[g00fy]

Customer support here is useless, they tell me to reach out, then say, no we can't help, call the same number you've been getting nowhere at for the past 3 weeks...

Any users out there have any input on this issue?  When I try to activate the device on a new plan I get the error :

"There are no plans available based on your device selection. Please contact Chat or Customer Service at 1.800.922.0204"

[GDSamsung]

So what happened?

A week  after two  calls to port my old landline to my watch, I believed the app when it said chat was the fastest way to get a call from an agent. Fine, I need to do my job, I'll try chat. Yikes. Six hours worth. Long pauses. No notifications when they do reply. 

I scheduled a callback for the next day, and at least this person is making an effort. Samsung says I can have standalone. Why doesn't Verizon make this easy? Or at least support it?

[g00fy · Accepted solution]

TL:DR  If Verizon Support is jerking you around over a legitimate problem, file a complaint with the FCC and once Verizon calls you back they will have it sorted out in 10 minutes.

Finally got my watch activated, after filing a complaint with the FCC, Verizon corporate reached out, the first guy was polite, but also kind of a *bleep*. He tried to tell me that even though Samsung advertises a device as unlocked and Verizon compatible, Verizon doesn't guarantee it'll work on their network unless you buy it from Verizon. My friend at Samsung, along with my local Verizon account rep confirmed that is false. So after he gave me that pile of *bleep* he told me tech support would reach out to me directly later in the day.

Once tech called, we made some progress. He input my IMEI and said that it was showing up in Verizons database as a Bluetooth only device, which tracks with the errors lvl 1 tech support and myself were getting saying there were no plans available for the device. He blamed Samsung for the error but said he would submit a ticket to the DMD (database) management team to see if they could correct this and it would take roughly 72 hours. I said ok give it a shot.

10 minutes later he called me back and said they corrected it and my device was showing as having a good eSim. Sure enough I went through the activation wizard in the galaxy watch app and my phone connected immediately.

I'm glad it's finally resolved, but it's absolutely unacceptable that it took well over a month and probably 12 hours on calls with Verizons terrible support and finally a complaint to the FCC before they took the 10 minutes to do their job & fix a problem in their backend database.

[GDSamsung]

Is your plan line standalone, or numbershare? I'm activated but they can't figure out standalone and I need to port an existing number. Is this your thread on Reddit? https://www.reddit.com/r/GalaxyWatch/comments/103lvrh/watch_5_pro_lte_wont_activate_on_verizon/

[vzw_customer_support]

I'm not able to open any links on this platform. Are you already activated on a Verizon account, or are you wanting to port that existing number to Verizon?

*Linda

[GDSamsung]

Also, how did you file your complaint with the FCC?

[g00fy]

Yes, that is my thread on Reddit.

And you can file complaints with the FCC here: https://consumercomplaints.fcc.gov/hc/en-us

[GDSamsung]

Is your plan line standalone, or numbershare? I'm activated but they can't figure out standalone and I need my ported number to work. Right now calls get "customer is temporarily available", not even voicemail, which misses the point of porting a phone number. If you're standalone, maybe my rep can find your case and figure out how to make this happen. So is your plan line standalone, or numbershare?

[vzw_customer_support]

Hi GDSamsung, in case that you do a port in the port in can take up to 3 business days on been completed, and you need to wait this time so you can have the full service. 

>Luis

[GDSamsung]

The live person at Verizon I'm working with asked "the name of the plan they put him on". Can you please share that? And if it's numbershare or standalone?

[g00fy]

I have the "BUSINESS UNLIMITED PLAN SMARTWATCH WITH NUMBER SHARE " according to my account portal.  It's a shared number plan.

[vzw_customer_support]

We understand how important it is to be able to port your number to your smartwatch. We would love to look into this further with you. Send us a Private Note to get started. 

*Brianna