topic Re: Apple Watch - Unable to complete Mobile Service Setup in Apple

Apple Watch - Unable to complete Mobile Service Setup

PotatoSkywalker — Wed, 03 Jan 2024 14:11:05 GMT

Hi there,

I was trying to enable mobile data on my Apple Watch, but I got this message "Oops, something went wrong. Try again and if the problem continues call 202 for free from your O2 mobile, quoting reference code 27".

Could you please let me know what I can do?

Thanks,

Linda

Re: Apple Watch - Unable to complete Mobile Service Setup

madasaf1sh — Wed, 03 Jan 2024 14:17:22 GMT

@PotatoSkywalker

You need to ring customer services on 202 as that error usually in the Apple World indicates a deivce error.

Re: Apple Watch - Unable to complete Mobile Service Setup

MI5 — Wed, 03 Jan 2024 14:36:25 GMT

@PotatoSkywalker

So many issues with O2 and Apple watches.

If you search the forum you may find something useful but you'll need a lot of luck, for sure.

Re: Apple Watch - Unable to complete Mobile Service Setup

Shelia — Sat, 13 Jan 2024 23:47:56 GMT

I have been having the same issue since I upgraded my phone in November, even upgraded the watch from a series 6 to a series 9 thinking it will fix the issue but still no luck. Called customer service and been to the store. No one can seem to fix the problem

Re: Apple Watch - Unable to complete Mobile Service Setup

MI5 — Sat, 13 Jan 2024 23:55:19 GMT

@Shelia @PotatoSkywalker

Check guide

Re: Apple Watch - Unable to complete Mobile Service Setup

Watchthis — Mon, 15 Jan 2024 18:03:17 GMT

Hi all,

I bought my series 9 watch from Apple online and received it last week Tuesday.

When setting up the mobile plan for my watch via the Watch app on my iphone I selected the £7 monthly plan. For days afterwards the status next to "Mobile Service" in the watch app on the phone was "Activation" and the rotating "working" animation. On Saturday I stopped waiting and called O2 support on 202. 1st call dropped 25minutes in when the agent was busy creating a case. the agent on the 2nd call couldn't figure out what was wrong so they escalated a case and told me to unpair, repair and try again. I did that and received this message:

We're setting up your Apple Watch on the O2 network and we'll text you when it's all done. If you don't receive a text within 24 hours, call 202 from your O2 mobile, quoting reference code 08.

32hrs later I had not received a text so I have just called O2 again. 40mins queuing and then 25mins talking to an agent. They could not resolve the matter, they raised a case and told me it will take up to 5 business days to get a response.

For the love of all things good in the world can anyone help? I've spent more than 3hrs trying to setup a plan for a watch!!

Thanks 😊

Keith

Re: Apple Watch - Unable to complete Mobile Service Setup

Oxonian — Mon, 15 Jan 2024 19:53:06 GMT

@Watchthis

There have been many issues reported with O2 and Apple watches. A search of this forum might reveal something of use as a few users have reported solving their particular problem. You can also look at :-

Please let us know how you get on.

Re: Apple Watch - Unable to complete Mobile Service Setup

Watchthis — Mon, 15 Jan 2024 20:04:34 GMT

Thanks @Oxonian!

I searched the forum for quite a while before posting. I’ll continue to search the forum and would also greatly appreciate ideas from anyone with any.

thanks again.

Re: Apple Watch - Unable to complete Mobile Service Setup

Dillie — Mon, 15 Jan 2024 20:25:31 GMT

I have been having the same problem since Boxing Day. Keep getting a code 08 message. I have been in the O2 shop, and they can't help. I've spent many hours on the chat being passed from pillar to post with no real answers. I have called 202, same result as the chat line. The latest thing is that the issue has been escalated to the back team and they should be back to me within 3-7 working days. I contacted Apple, and my new i-watch is fine. Apple helped me clear and reset the watch, but it made no difference. I have paired and unpaired the watch and switched the phone and the watch on and off loads of times. I am very frustrated and angry. No one in 02 has an answer to this and it really isn't good enough. Sometimes called 202 hung on for half an hour and the line goes dead. Each time you go on the chat or 202 each person you talk to you need to explain all over again, even if they say they will pass the message on. I have been a customer of 02 for years. Counts for nothing. If it does get resolved I will update.

Re: Apple Watch - Unable to complete Mobile Service Setup

MI5 — Mon, 15 Jan 2024 20:32:04 GMT

@Dillie

As posted twice above already

It's all we know on here.

Re: Apple Watch - Unable to complete Mobile Service Setup

Enlli — Mon, 15 Jan 2024 20:33:30 GMT

It seems to be a system problem that no-one wants, or is capable of fixing.

Can't remember the first post about this but it was a very long time ago.

It's got worse when they took the advisors off here who would own the problem and chase it through

Re: Apple Watch - Unable to complete Mobile Service Setup

Oxonian — Mon, 15 Jan 2024 20:40:24 GMT

@Dillie

Please see my post of 19.53 above. In particular :-

Re: Apple Watch - Unable to complete Mobile Service Setup

MI5 — Mon, 15 Jan 2024 20:58:59 GMT

4 times

Re: Apple Watch - Unable to complete Mobile Service Setup

Watchthis — Tue, 16 Jan 2024 10:22:56 GMT

Thanks @Dillie

I'm having exactly the same experience. Generally O2 provides a good service but this is a disaster.

I tried Facebook Message last night but no response yet. I will keep trying there while I wait for the support team to come back to me "within 5 working days".

Re: Apple Watch - Unable to complete Mobile Service Setup

Oxonian — Tue, 16 Jan 2024 19:09:17 GMT

@Watchthis

There have been reports of issues when trying to use Facebook Messenger to contact O2.

X (Twitter) seems to be regarded as a more reliable and robust method of making contact.

Re: Apple Watch - Unable to complete Mobile Service Setup

Watchthis — Sun, 03 Mar 2024 10:02:56 GMT

Here's an update on my quest to setup an O2 plan for my Apple watch...

I raised the case via call centre on 18 Jan.

Initially I asked for updates via Facebook Messenger but very seldom got responses so I moved to using X as suggested by another user on this forum.

I request updates via X every week or so. The reply is always "no update we will let you know when there is an update."

So this morning I called 202 to for an update. After 25mins of holding while an agent investigated they told me there was no update and that they would find out what is going on and then the call dropped! They've not called me back.

So no resolution since mid January.

Any suggestions on how I take this forward? Maybe a complaint?

Thanks!

Re: Apple Watch - Unable to complete Mobile Service Setup

Oxonian — Sun, 03 Mar 2024 16:44:21 GMT

@Watchthis

You might wish to complain, but I should make you aware that it is typically taking O2 eight weeks to investigate and respond to complaints ; and in that time, you will probably find other O2 teams are unable or unwilling to engage with you. Hence, it is your choice but complaining might prolong your issue.

The has been mentioned on several occasions in this thread. Have you worked through it carefully ?

Another option is to visit an O2 retail store. There is no guarantee that this will solve your issue - it probably will not - but you just might find a member of staff who has the time, knowledge and expertise to help :-

https://stores.o2.co.uk/

Please keep us informed of developments.