WiFi Irregularities

themidiman

We have been using the Gabb service for 2 weeks. Calling and texting work awesomely, however, there are a few features that seem to not be working 100%. One of them is app updates with resepect to wifi. The wifi screen says it's connected and then when I go to update the apps the update apps function/page/screen says it needs to be connected to WiFi to update the apps.

Also, the support instructions/guide page has this animation of what it looks like to turn on WiFi and it looks as if the user is turning it OFF instead of On:

I've tried calling support but they are always so busy and we keep missing each other when I schedule a call-back. I'm posting here to see if anyone else has had this type of question/issue.

ReaganKowal

Hello @themidiman!

Your Gabb Watch 3 not staying connected to your WiFi is definitely not normal behavior. Apologies for any trouble this has caused you and your family. It's great to see that you were able to reach out to our Customer Support team to help troubleshoot through these steps:

1. Check the WiFi source:
   1. Our Gabb Watch 3 does not communicate well with some 5G WiFi sources
2. Update Software on the Gabb Watch 3:
   1. Connect Gabb Watch to WiFi by going to the settings app
   2. Open the ID app on the watch
   3. Tap Update App until the screen says "Apps are up to date!" You may need to tap the button multiple times. This may take several minutes to finish.
   4. Turn the watch off by holding down the power button for 4 seconds, select the power off icon on the watch screen, wait 15 seconds, then hold the power button for another 4 seconds to turn the watch back on.
3. Update the Firmware on the Gabb Watch 3:
   1. Place watch on charger. The watch must be charged to at least 30% before updating
   2. Open the Check for Updates app
   3. Tap the update button. The watch will automatically restart when the update is done
4. Soft reset to the Gabb Watch 3:
   1. Hold the power button down for 4 seconds
   2. Select the power off icon on the watch screen
   3. Wait 15 seconds
   4. Hold the power button for another 4 seconds to turn the watch back on
5. Hard reset (Factory Reset) on the Gabb Watch 3
   1. On the MyGabb App: Unpair the watch
   2. Select the "Devices" tab
   3. Select "Profile" on the watch you need to unpair
   4. Scroll to the bottom of the profile and select "Remove Device"
   5. Select "Remove and Reset"
6. On the Watch: Factory Reset the watch
   1. Place the watch on the charger
   2. Press the back button (top right button) 10 times fast
   3. Select the checkmark on the watch
   4. The watch will power off, factory reset, then power back on when it’s finished
   5. Pair back to the watch

If your device does responding to these troubleshooting steps, our Customer Support will be able to move forward with sending out a replacement device through the Manufacturer Warranty if the device meets the requirements. Thank you for working with us to help get this resolved!

-Reagan

ReaganKowal

@themidiman,

Replacement devices are sent through the Manufacture Warranty after all troubleshooting has been completed and once the device is checked to meet the requirements. Our team will be able to check those boxes through the email you have been working with them at or you can contact Customer Support by chat on www.gabb.com, or by phone at 385.235.6646 Monday-Friday from 7:00 a.m-6:30 p.m., MT or Saturday from 7:00 a.m.-3:00 p.m. MT. Chat or phone will give you a quicker response.

Thank you again for working with our team to help get this resolved!

-Reagan

themidiman

Hello, @ReaganKowal ,

Do I understand correctly that you are sending out a replacement watch?

If so, thank you!

Stallionjockey

I’ve been having this same issue with Gabb Watch 3, and I’ve confirmed I’m on the most update firmware. The whole factory resetting step is very tedious since you have to set EVERYTHING back up again. I’ve had a terrible history with this Gabb Watch 3 and I’d like to see if someone could call me about just getting a replacement…

ReaganKowal

Hello @Stallionjockey,

So sorry to hear about the frustrating experience you have had with your Gabb Watch 3. It's great to see that you were able to talk with our Customer Support team to get this worked out.

Thank you!

-Reagan

Stallionjockey

yes, thank you @ReaganKowal, I’m so glad I got someone willing to actually help, Sara is greatly appreciated!