topic Re: Apple Watch issues in Discussions & Feedback

Apple Watch issues

DrPiano — Thu, 01 Aug 2019 22:33:18 GMT

I have had a very annoying time over the past 13 days while trying to activate the eSim for my Apple Watch, which has resulted in me returning it to the Apple Store today so I don’t forgo the 14-day return. I’ve spoken to at least 10 different O2 gurus who were unable to solve the problem. First of all, I had the infamous reference code 88 error, which was sorted by day 5, but then, mysteriously after working for a day, cellular data stopped working after receiving another random activation text. I then received a “not in use” error under cellular data, and upon trying to re-pair the Watch, got a “reference code 10” error.

Whenever I rang up, or tweeted O2, I was given a specific day on which to expect a response or resolution. A number of times, I didn’t get any updates. As a customer of the best part of a decade, I think this is very poor service on O2’s part, and I’ve already stated my intention of moving over to one of their rivals when I can afford to pay off my contract.

I have a few questions really: 1) Why do O2 promise support for the Apple Watch when they are simply unable to deliver it for some people 2) Why am I being quoted absurd termination fees to my contract when they are not fulfilling their obligations? 3) Why can they not just be straight with people, telling them that in fact they might not call when they promise, as they have no idea what is going on?

Re: Apple Watch issues

jonsie — Thu, 01 Aug 2019 22:48:30 GMT

Perhas admin can take some more details from you and feed this back to support.

@Martin-O2 @EmilieT @Marjo ?

Re: Apple Watch issues

EmilieT — Fri, 02 Aug 2019 06:57:27 GMT

Good morning @DrPiano, and sorry to hear you've had such a disappointing experience and returned your Apple Watch. Should you decide to get one again and encounter any difficulties, let us know here and we'll get our gurus on the case for you

For now I'd really like to pass on your feedback to Customer Service, I'll however need a few more details to make sure we can find the interactions you're referring to. I'll send you a Private Message shortly to get the info I'd need to escalate this on my end!

Thanks for the mention as well @jonsie

Re: Apple Watch issues

jezza1234 — Fri, 02 Aug 2019 11:59:09 GMT

Did you ge tth ewatch directly from O2 or from an Apple Store?

Re: Apple Watch issues

W12ANT — Fri, 06 Dec 2019 18:01:41 GMT

I’m an o2 business customer and o2 have been poor. I have just wasted £700 because of o2

Re: Apple Watch issues

gmarkj — Fri, 06 Dec 2019 20:16:01 GMT

Why?
If you don't like it, or it doesn't do what you thought, send it back.
It still works fine as a smart watch, just no cellular connection...