topic Re: Apple Watch data plan runaround in Apple

Apple Watch data plan runaround

DRoo1 — Sat, 02 Apr 2022 22:28:32 GMT

I really hope someone here can help as I am about losing my mind now over trying to get an o2 data plan for my Apple Watch added to my account.

I bought the Watch from apple, not o2 but it is a cellular model. When it arrived I bought a plan, which failed to activate. I was told by someone at o2 on 202 it had been cancelled, so I bought another, which also didn’t activate. It transpired the first one was never cancelled. O2 representatives have variably told me I must wait for an esim in the post, that I need to wait another 24/48/72 hours/5 days for a call back from another department where it has been ‘escalated’, that they are putting me through to a manager or to the Apple Watch team, for whom I am then on hold for extended periods before someone else answers -from customer services! It’s like a black hole. On one occasion I was on hold for over an hour before this happened. And of course classically some have just hung up on me. It seems no one on 202 is able to help.

Today a very kind girl in an o2 shop called customer services on my behalf and believed she had been able to get them to cancel the plans so I could make a new fresh attempt. She was advised the cancellation process should take 2 hours. To my knowledge this has not yet been done and my watch app is still saying there’s a problem or that the activation is in progress.

I’m now feeling like I need to change provider if I’ve any hope of resolving this, not to mention how upsetting it is after over 10 years as a customer to be shown so little concern.

Is anyone here able to connect me with someone who can actually get a new plan set up?

Re: Apple Watch data plan runaround

MI5 — Sat, 02 Apr 2022 22:36:01 GMT

@DRoo1

You're wasting your time with CS as they are useless these days for anything other than the simplest of issues.

Set up the data plan from the watch setup routine and it will walk you through buying an airtime plan.
https://www.o2.co.uk/help/phones-sims-and-devices/apple-watch
Open the Watch app on your iPhone and tap on ‘Mobile Data’.
Then tap ‘Set up mobile data’. You’ll be prompted to sign in with your My O2 username and password.
Once you’ve signed in, select your Apple Watch plan. Follow the steps on the screen to set up your Apple Watch Airtime Plan.
It can take up to 24 hours to activate, but sometimes it might take a little longer.
To check if your new Airtime Plan is active, open the Watch app on your iPhone and tap on ‘Mobile Data’. In the ‘Data Plan’ section, if you see O2 with the word ‘activating’ then you’ll have to wait a little longer for set up to complete. If you see O2 with an orange ‘i’ next to it, then you’re all set up.
If you get an error message at any point, on the iPhone, go to Settings and select Privacy > Motion & Fitness and switch it on.
Then go back to the watch app/Mobile Data/set up mobile data plan and be ready to put your o2 username and password in to the resulting o2 screen. Also, it costs £5 monthly to add the airtime for the Apple Watch, so you'll need to authorise this after entering the o2 user name and password. The phone app will then say 'activating' which can take a day or so, but at that point, you can try doing a phone call direct from the watch to test it.
You also need to have iData enabled on your account and pay bills by direct debit.

If this still doesn't work, @O2Lisa will be here Monday morning and may be able to help further.

Re: Apple Watch data plan runaround

DRoo1 — Sat, 02 Apr 2022 22:41:50 GMT

Thank you for your reply. This is exactly how I set the two plans up however. I have been calling CS because they are refusing to activate. It’s now been over a week and a lot of pointless and futile phone calls. I’m at a loss what else to do.

Re: Apple Watch data plan runaround

DRoo1 — Sat, 02 Apr 2022 22:44:04 GMT

Idata and direct debit payment both are in place.

Re: Apple Watch data plan runaround

O2Lisa — Mon, 04 Apr 2022 07:00:43 GMT

Morning all, thanks for the tag @MI5 😊

@DRoo1 I'll message you privately and look in to this for you.

Re: Apple Watch data plan runaround

PM2 — Tue, 05 Apr 2022 11:39:13 GMT

I have the exact same issue. Followed the set up process via the watch/iphone and still says 'activating' 5 days later.

Any chance you can help me resolve @O2Lisa?

Many thanks

Re: Apple Watch data plan runaround

MattFoster — Tue, 05 Apr 2022 11:51:55 GMT

I have exactly this same issue as well. @O2Lisa can you help?

Re: Apple Watch data plan runaround

O2Lisa — Tue, 05 Apr 2022 12:45:28 GMT

Hey, of course I can.

@MattFoster, @PM2 I'll message you both privately and look in to this for you.

Re: Apple Watch data plan runaround

DRoo1 — Wed, 06 Apr 2022 13:27:29 GMT

Thanks for messaging Lisa.

As far as I'm aware Matt, this is an ongoing issue and the admin team are looking into it. No indication as yet of when this might be fixed. Will you post here if you get anywhere and I will do the same?

Re: Apple Watch data plan runaround

Chloe1994 — Fri, 08 Apr 2022 15:45:14 GMT

i am too!

Re: Apple Watch data plan runaround

Tung — Fri, 08 Apr 2022 19:36:31 GMT

You are not the only one as I am having the same problem. In my case, the “activating” status has been there for about a week, and O2 informed me that I may have to wait for another 5 working days. I think this is technical network issue with O2. Fingers crossed they can sort it out soon. Let’s update the progress here, and best luck everyone!!

Re: Apple Watch data plan runaround

Stretch01 — Sat, 09 Apr 2022 06:25:46 GMT

Exactly the same with me too guys,

I’ve had the same issue for over a week now.
I’ve been told an incident has been raised for the ‘now’ known issue.

Hopefully we won’t have to wait too long for them to resolve it.

I’ll be watching this thread for any updates and I’ll also post if I get any progress.

Re: Apple Watch data plan runaround

MattFoster — Thu, 14 Apr 2022 13:12:38 GMT

This morning, day 14 after placing the order I got a text early morning from O2 saying:

We've connected your Apple Watch Airtime Plan. If you have any questions or need help visit www.o2.co.uk/watch-help

And indeed it is up and running. @O2Lisa - FYI

Re: Apple Watch data plan runaround

DRoo1 — Thu, 14 Apr 2022 13:27:13 GMT

Good to hear Matt. Sadly no change here still, three weeks in 🤷‍♀️

Re: Apple Watch data plan runaround

Stretch01 — Thu, 14 Apr 2022 16:14:20 GMT

That’s excellent news Matt, congrats.

sadly no change here either 15 days later.

Re: Apple Watch data plan runaround

MattFoster — Sat, 16 Apr 2022 18:51:55 GMT

Just a thought in case it makes a difference, I’m sure I read somewhere that this might be related to the spend cap bolt on. I upped my spend cap my £10. Could be unrelated, but maybe worth a go for everyone whose still stuck.

Re: Apple Watch data plan runaround

Stretch01 — Sun, 17 Apr 2022 19:26:07 GMT

Hi Matt,

I’ve been waiting since March 31st for my Apple data plan to be activated. I read your post last night and updated my spend cap from £0 to £10 as I had nothing to lose.

24 hours later my data plan has now been processed successfully.

can this be a coincidence??

Re: Apple Watch data plan runaround

DRoo1 — Sun, 17 Apr 2022 19:42:04 GMT

It could be coincidence - only because I also checked my spend cap last night but found I didn’t have one, and none the less about an hour ago the watch finally activated. It’s an Easter miracle 😂

Re: Apple Watch data plan runaround

Stretch01 — Mon, 18 Apr 2022 09:55:58 GMT

Hi DRoo1,

not having a spend cap would not have restricted your account.

I originally had a spend cap that might have restricted the £5 add on to be processed hence when I increased the spend cap to £10 it may have triggered something to allow the £5 add on to be processed.

Just a thought 🙂