topic Re: Error code 15 - Apple Watch Ultra in Pay Monthly

Error code 15 - Apple Watch Ultra

DavidPerry — Sun, 09 Jul 2023 16:15:16 GMT

Hello all, can somebody please help me!?

I have been round in circles with O2 and the error 15 code when trying to set up the cellular section of my new Apple Watch. I have even returned my original one, and purchased a new one in store, as the manager did not know what to do. His words “if this happens again - I do not know”. Is anyone able to help please? Thank you

Re: Error code 15 - Apple Watch Ultra

pgn — Sun, 09 Jul 2023 19:01:16 GMT

This spate of weird error codes seems to coincide with a software OTA release by Apple - nobody really knows, but the O2 Advisors here have been hard at work helping to escalate to the Apple team - @O2Sarah- is on from 8am Monday, please watch your Private Messages here on the forum as she will need more info from you to move this forward, @DavidPerry - good luck!

Re: Error code 15 - Apple Watch Ultra

DavidPerry — Sun, 09 Jul 2023 19:22:13 GMT

Thank you very much for the reply here, much appreciated. I will keep an eye out for Sarah’s message.

Re: Error code 15 - Apple Watch Ultra

DavidPerry — Mon, 10 Jul 2023 07:41:19 GMT

@O2Sarah- @O2Sarah (not sure which of the accounts here is valid?).

good morning - I look forward to your message regarding my issue with the new Apple Watch. Many thanks

Re: Error code 15 - Apple Watch Ultra

O2Sarah- — Mon, 10 Jul 2023 11:48:57 GMT

Thanks for the tag @pgn

@DavidPerry I will send you a private message so we can look into this.

Re: Error code 15 - Apple Watch Ultra

DavidPerry — Mon, 10 Jul 2023 14:01:56 GMT

Hi @O2Sarah-

I am yet to receive a private message from you on this issue.

I would be most grateful if you could contact me as soon as possible please, I am away on holiday later this week and will need to get this resolved before I leave the country. Otherwise my 14 day return option will expire.

Thank you

Re: Error code 15 - Apple Watch Ultra

pgn — Mon, 10 Jul 2023 14:15:30 GMT

Hi @DavidPerry - O2Sarah- must have been swamped this morning. She is off shift now, but @O2Emma is on now - hopefully she will get back to you here presently.

Re: Error code 15 - Apple Watch Ultra

O2Sarah- — Mon, 10 Jul 2023 14:22:56 GMT

Not sure why it din't arrive. I'll send another 😊

Re: Error code 15 - Apple Watch Ultra

O2Emma — Mon, 10 Jul 2023 14:25:06 GMT

Afternoon @pgn o2Sarah has messaged DavidPerry just checked.

Re: Error code 15 - Apple Watch Ultra

pgn — Mon, 10 Jul 2023 15:45:34 GMT

@DavidPerry - how did you get on? The Forum Private Messaging system moves about a little depending if you are on PC (envelope top right) or mobile (tap on your avatar top-right and then down to Messages).

Re: Error code 15 - Apple Watch Ultra

DavidPerry — Mon, 10 Jul 2023 16:23:15 GMT

Hi @pgn ,

sarah had asked me to unpair my watch from my phone (which I did) and she kindly reset the Sim for me. She explained that I should wait for a confirmation text saying it’s been reset before I pair them up again.

i am still waiting for this text to come through. Do you know how long it should take roughly ?

Re: Error code 15 - Apple Watch Ultra

pgn — Mon, 10 Jul 2023 16:27:57 GMT

No, sorry - finicky things, watches and iPhones on O2, @DavidPerry 😬😉

Just check you have inbound and outbound SMS in any case, by sending a test message to someone and getting them to return the favour. Then wait...

Re: Error code 15 - Apple Watch Ultra

DavidPerry — Mon, 10 Jul 2023 17:01:14 GMT

Thank you, as if by magic the text came through.

I have attempted to pair the watch to my phone - but same story!

same error message appears, however this time it is with a reference code “92”!

Re: Error code 15 - Apple Watch Ultra

DavidPerry — Mon, 10 Jul 2023 17:02:06 GMT

@O2Sarah- @O2Emma any ideas please? Thank you

Re: Error code 15 - Apple Watch Ultra

O2Emma — Mon, 10 Jul 2023 17:19:14 GMT

Hi @DavidPerry Just give it a bit of time please just had one resolved so fingers crossed

Re: Error code 15 - Apple Watch Ultra

DavidPerry — Mon, 10 Jul 2023 17:26:59 GMT

thanks @O2Emma - I have now got further than before. I am in the Mobile Service screen now, however the "O2 activating" wheel has been spinning for over half an hour. Should I hit "back" and try again?

Re: Error code 15 - Apple Watch Ultra

O2Emma — Mon, 10 Jul 2023 17:45:48 GMT

@DavidPerry Did you get your esim reset ?

Re: Error code 15 - Apple Watch Ultra

DavidPerry — Mon, 10 Jul 2023 17:48:29 GMT

@O2Emma I did yes, @O2Sarah- kindly did this for me earlier. I waited for the text to come through (which it did) and then started pairing my watch with my iPhone again. It is still spinning and attempting to activate - so looks positive enough. Even when I navigate away from this set up page, and then go back it is still spinning and activating. Just hoping that this is normal, and it usually can take this long to process / work itself out?

Re: Error code 15 - Apple Watch Ultra

O2Emma — Mon, 10 Jul 2023 17:52:33 GMT

@DavidPerry Brill it can take up to 24hrs but if you want to follow these instructions may kick start it.

Please can you follow these instructions

On the watch app on phone can you see if have option to remove plan then can you unpair watch if asks select remove plan once unpaired turn phone watch off/on re pair set up watch as new when asked set up data services select not now then check on apple watch app mobile data set up data services this should then say all done.

Re: Error code 15 - Apple Watch Ultra

DavidPerry — Mon, 10 Jul 2023 17:58:33 GMT

thank you @O2Emma I am trying this now, will let you know how I get on!