Apple Watch Ultra Cellular Activation

[Tobias1]

Hi, 

I have a pay monthly SIM only plan with O2 (30GB data, unlimited texts & minutes). I use the SIM in an iPhone 14 Pro Max that I bought from the Apple Store Online.

I recently bought an Apple Watch Ultra from the Apple Store Online. I would like to add the Watch Airtime plan for £5 a month to activate the cellular function of the Apple Watch. 

When I try to do this using the 'Set Up Mobile Plan' in the Apple Watch App on my iPhone I receive the following O2 error message:

"Oops, something went wrong. Try again and if the problem continues call 202 for free from your O2 mobile, quoting reference code 106".

I have contacted O2 customer services, the technical team, the retentions team and the sales team. Each person either suggests another team needs to speak to me or that the only way to activate cellular is to buy the watch directly from O2. I don't believe this to be the case as the Watch Help page here:  Apple Watch | Help & Support | O2 suggests that I should be able to buy an Airtime plan on an Apple Watch I already own.

It would seem strange that the cellular function on an Apple Watch cannot be used unless bought directly from the network provider. Can anyone help?

[madasaf1sh]

@Tobias1 

No you can activate an Apple purchased device on o2, or any network, the only condition is your phone and watch must be on the same network. 

If you cant do this in the App, then the only people who can do it is Customer Services, I would HUCA. 

But it can be done. 

[Tobias1]

Thanks madasaf1sh - I will keep trying with customer services. If anyone has any other ideas that would be much appreciated.

[MI5]

@Tobias1 

Many have similar problems so I'll tag @O2Lisa to help in the morning.

[O2Lisa]

Morning all. Thanks for the tag @MI5 😊

@Tobias1 I’ll message you privately and look in to this for you. 

[mosie]

@O2Lisa and @Tobias1 I have the same issue and customer service couldn’t help - did you find a solution you could share with me please?

[gmarkj]

And another Apple watch issue @O2Ryan and @O2Sarah - can you please get in touch with @mosie ?

[mosie]

Thank you so much @gmarkj I could really do with the help please @O2Ryan and @O2Sarah 

[gmarkj]

I'll mention the two advisors on duty this morning @mosie as there was nothing yesterday.

Can you try and help please @O2Georgina @O2Sarah ?

[O2Ryan]

thanks @gmarkj ill send a private message over now.