topic Re: Apple Watch connection issues in Apple

Apple Watch connection issues

CBB — Tue, 18 Jun 2019 20:25:24 GMT

Is anyone else having issues getting their cellular watches connecting. I set mine up on Saturday and after 6 phone calls it still isn’t connected. There seems to be no one who knows how they work!

Re: Apple Watch connection issues

Bambino — Tue, 18 Jun 2019 20:37:27 GMT

@CBB Have you called O2 or Apple? I would think the latter would be the better choice.:smileywink:

Re: Apple Watch connection issues

JimSlip — Tue, 18 Jun 2019 20:39:01 GMT

I bought a series 4 on Friday and have had nothing but trouble. I returned it today for a full refund.

O2 seem to be having some issues and don’t know how long they will persist so I got out of the contract while I could.

The watch is also £45 cheaper to buy it direct from Apple.

The new series 5 is likely to be announced in September and will have loads more features.

Take it back and wait a few months is my advice.

Re: Apple Watch connection issues

CBB — Tue, 18 Jun 2019 20:42:39 GMT

I bought my watch direct from apple and have been waiting for o2 to enable on the network. I think if they can’t fix it I will switch to another network

Re: Apple Watch connection issues

Anonymous — Tue, 18 Jun 2019 20:52:53 GMT

I’ve said this before. The connection problems are hardware & software based which is nothing to do with O2. Speak to Apple

Re: Apple Watch connection issues

Vampiro — Tue, 18 Jun 2019 20:58:53 GMT

Same here, it’s taken 4 people before someone said ring the customer service and talk to the Apple Watch team to get it sorted, which no one seems to know what is wrong not being to connect, last guy I spoke to on the phone said that I need an iccid, which I given once the mobile data is enabled. Sounds like they have gone for it and the system can’t cope

Re: Apple Watch connection issues

Marjo — Thu, 20 Jun 2019 09:45:54 GMT

Hey @CBB , @Vampiro and others, I've just checked on my end what the recommended thing to do here would be if you're having issues pairing the watch - the best thing to do is to contact our customer service so they can check your account, and help you with the Apple Pairing journey.

How are you getting on with this at the moment since you last posted though - are you still stuck or did this get resolved?

Re: Apple Watch connection issues

CBB — Thu, 20 Jun 2019 09:59:57 GMT

Hi there the watch is paired fine it is the fact that it won’t connect to the network. I have spoken to support everyday. They promise to call back with solutions today is day 6 still no progress

Re: Apple Watch connection issues

Vampiro — Thu, 20 Jun 2019 10:17:33 GMT

still stuck on this and day 4 for me told that its been escalated to a more advance team and waiting on a call back from them which will take 5 days, thats if they do call. at this point im willing to just take it back and get a refund as the service is not being provided. been in touch with 3 peeps from customer service and all have said they will escalate it.

my issue is the 5 days call back (even if they do) its a problem with the account and someone comented on this thread (https://community.o2.co.uk/t5/Pay-Monthly/Apple-watch/td-p/1232443) "The provisioning of the eSIM has got stuck in the o2 network. You have to create a case with their support. You get an INC number and someone clears down all previous provisioning attempts and then in the watch app you can try again. When you try again it should detect your account already has a watch plan on it and that you just want to link your watch"

surely the guys on the phone you speak to initially can do this??? i havent got an INC number when i have called them, so im not even sure itll will be resolved. so at this moement i have series 4 acting like a first gen/ series one watch.....

Re: Apple Watch connection issues

Anonymous — Thu, 20 Jun 2019 11:22:40 GMT

Thing is though. You likely won’t get a call back. From our experience it’s an excuse as they don’t call back

Re: Apple Watch connection issues

Vampiro — Thu, 20 Jun 2019 11:36:06 GMT

Sounds about right, the First Lady I spoke to said would call back by end of her shift 7:30pm, she had not so I rang and she had logged on the system she had called and sent a message, no I was in the cinema but my phone never vibrated with either. So bunch of lies.

Re: Apple Watch connection issues

Marjo — Thu, 20 Jun 2019 13:04:37 GMT

Hi guys cheers for the update and sorry to hear you're still both waiting to hear more. I'm happy to also check on my end to see if we can find out any additional info for you or speed things up in any way - I'll need a few additional details for this so watch out for a Private Message here on the forum shortly! Hang in there.

Re: Apple Watch connection issues

C3PO — Thu, 20 Jun 2019 22:56:48 GMT

I’m aware you all are speaking of issues about watches not connecting.
I’m having the exact same issue!!
I reset my series 4 that purchased from O2 and restored it when setting back up, I noticed the cellular / mobile plan was showing as active but was always failing to launch when without my iPhone. (Which was not the original case or that I never noticed)

So I saw a suggestion to remove the data plan and add it back via the iPhone watch app.
Since removing, the activation portal is frozen, jammed, constantly pending and when on rare occasion successfully launches to request me to log in and verify re-applying my plan to the pay monthly watch.

Buuut lone behold. Still no mobile data capture, still natural transition to mobile date when I switch my iPhone off (airplane) to test its ability to use said watch plan.

Any ideas.. is this like a sim swap request but esim equivalence so 24hrs / 48?

Hope someone has some knowledge because it’s starting to fall short of expectations abit like vodaphones launch

Re: Apple Watch connection issues

CBB — Thu, 20 Jun 2019 23:55:45 GMT

A week in and no real sense of what is happening isn’t great. I hope some people @o2 are playing with some test kit so that we can be advised on a solution that works.

Re: Apple Watch connection issues

Marjo — Fri, 21 Jun 2019 09:09:32 GMT

Good morning @CBB , I've just replied to your PM.

@C3PO Sorry to hear you're also having some trouble with your watch. 😞 As we have a customer service team specialising in the Apple Watch, have you tried contacting customer support to help with the issue and check your account? If you have and you're still stuck, I'm happy to try get someone to look at this for you on my end.

Re: Apple Watch connection issues

CavemanUK — Fri, 21 Jun 2019 21:08:58 GMT

I'm also having the same issue.

When I first got the watch it worked fine on cellular but I needed to clear my phone (its been years and was clogged up with rubbish) so i reset my phone and started afresh. Now it says I have no data plan (and that O2 dont support mobile data on the watch!). I spoke to someone yesterday who didn't really have a clue and gave me the same BS that everyone on here is saying (someone from higher up is looking into it and will call me). No call yet.

Why do I have a Mobile Data plan when I can't use mobile data?

Help would be appreciated or i am considering returning the watch

Re: Apple Watch connection issues

MI5 — Fri, 21 Jun 2019 21:17:40 GMT

Might be worth trying to disable wifi calling as that seems to *beep!* up most things on O2!

Re: Apple Watch connection issues

CavemanUK — Fri, 21 Jun 2019 21:55:26 GMT

I don't have wifi calling turned on

Re: Apple Watch connection issues

MI5 — Fri, 21 Jun 2019 22:01:47 GMT

I'll bet it's active on your account though, unless you've already asked CS to disable it?

Re: Apple Watch connection issues

Lambrettacraig — Sat, 22 Jun 2019 21:47:57 GMT

Having exactly the same issues. My best guess is they launched and weren't quite ready too! Series 4 watch and SE 128GB. Had enough now, will not connect to data plan. Error code 57 although others have appeared at times.

Why cant they just be honest about it and say Sorry, we messed up. Send your Watch back for a full refund or at least honor 6 months free connection, when they finally manage to patch the problem.

Getting mighty close to going elsewhere....