topic Re: Apple Watch in Apple

Apple Watch

TomHammo — Tue, 04 Jun 2024 16:11:27 GMT

I would like to start by saying that the customer service I have received from O2 is the worst I've ever had!!

Let me explain the problem.

I was with Vodafone for 10+ years without many issues but the coverage in my area was very average. Friends of mine said...Go with O2, they are great!

So I got my PAC code for me and my wife and waited to be transferred. I signed up the O2 app and received two eSims with my old number on. So far, so good.

Signal was great and I managed to get a great deal sim only.

No onto connecting my Apple Watch Ultra 2 (bought from curries) and my wife's Apple Watch 8 (bought through Vodafone)

The Apple Watch ultra 2 was brand new so never connected. I went through the setup on the Apple Watch app, signed into O2 and then........Error 08. Yes I hear you saying, that is an easy solution, Unpair watch (again) and try again....no, no,no.

I have never been able to connect this watch to O2. I have probably spoken to 50+ O2 people and every time they say they will try and fix and call me back. They never do.

I have had an open ticket about this for a month and no one calls. Apparently one of the back office team tried to call me during the day (funny old thing I was working). Because I didn't answer the call they closed the case and said the issue was fixed??? NO it has not been fixed.

So let's start again and open yet another ticket. This one has been going for a few weeks now with no one calling me back.

The icing on the cake is that they have just sent me my bill for the two data plans (Apple Watch airtime) that have never been connected to our watches. The lady yesterday said you have to pay for the data plan or cancel it. WHAT?

When I was with Vodafone, I got an Apple Watch 6 and connected it within 5 minutes. No problem.

Vodafone were even able to manually connect my watch when I had a new phone using the EID number. O2 cannot do this for some reason.

I am now in limbo with two airtime plans that they want me to pay for and no connection to the watches.

If there is anyone out there who has solved this issue then please let me know as O2 just will not sort this.

Thanks for listening.

Re: Apple Watch

MI5 — Tue, 04 Jun 2024 16:24:49 GMT

@TomHammo

Try the social media teams

Re: Apple Watch

TomHammo — Tue, 04 Jun 2024 16:28:39 GMT

Ive tried that before which explains each error code. However, having followed their guidance Im still non the wiser. Thanks

Re: Apple Watch

MI5 — Tue, 04 Jun 2024 16:47:02 GMT

That's all we know here @TomHammo

Sorry but you'll need to keep on with O2.

Re: Apple Watch

TomHammo — Tue, 04 Jun 2024 17:28:52 GMT

That is not the solution I needed. Im not sure I will ever get our watches connected to O2

Re: Apple Watch

TomHammo — Tue, 04 Jun 2024 17:23:56 GMT

Do you know how many O2 people I've spoken with? Most of them are obviously from India (No I don't have a problem with Indians). They read off their crib sheets as to how they will help you out. The '202' number is a total disaster! I have never spoken with anyone who actually knows what they are doing! Backoffice team seem to be a special 'MI5' style helpforce who you can't call, they call you?? Very odd.

The Apple Watch has been around for quite some time and O2 seem to have no idea on how to connect a new eSim to the watch without errors happening. They just need the option to take customers EID numbers and connect the airtime to this watch.

Re: Apple Watch

MI5 — Tue, 04 Jun 2024 17:25:17 GMT

@TomHammo wrote:
Do you know how many O2 people I've spoken with? Most of them are obviously from India (No I don't have a problem with Indians). They read off their crib sheets as to how they will help you out.

That's why I suggested the social media teams as they are UK based @TomHammo

Re: Apple Watch

pgn — Tue, 04 Jun 2024 17:27:08 GMT

Did you take the advice offered earlier to connect with O2's very capable Social Media team, @TomHammo?

They same team is mentioned at almost every turn in the Watch guide shared earlier, and it sounds like you've been calling ("she said", etc) rather than using any of the three Social Media team contacts in the link just below. All 3 ways link to the same team, so pick a platform and stick with it - you can nudge them periodically, without having to queue on the telephone IVR. Good luck!

Re: Apple Watch

TomHammo — Tue, 04 Jun 2024 17:33:38 GMT

I have had a Facebook messenger thread going about this issue since the 8th May. Each time I ask what is going on, the reply is 'We are looking into the issue and will be back in touch as quickly as we can'. That's nearly a month of the same responses. I get it that they are busy but a call to let me know that they are trying to fix this wouldn't go a miss.

Please don't think im some entitled customer who wants to complain. Im just very very tired of trying to fix this issue.

Re: Apple Watch

TomHammo — Tue, 04 Jun 2024 17:36:47 GMT

I have followed the guidance but nothing has worked. I have a long thread on Facebook messenger but how long does this have to go on for? Im paying for airtime that is not connected so that's money out of my pocket for nothing. This is why im so annoyed.

Re: Apple Watch

pgn — Tue, 04 Jun 2024 22:26:54 GMT

Sounds as if an escalation to @Dave-O2 here may help you, @TomHammo - watch for a PM from him here on the forum in the next couple of days looking for more info - your FB messenger handle, etc. Hold tight!

Re: Apple Watch

TomHammo — Wed, 05 Jun 2024 06:56:06 GMT

Thanks for your help

Re: Apple Watch

Dave-O2 — Wed, 05 Jun 2024 16:05:43 GMT

Thanks for the tag @pgn

@TomHammo Can you please drop me a PM with your mobile number and I'll take a closer look.

Re: Apple Watch

mjs_1 — Sat, 12 Oct 2024 17:51:59 GMT

Did you ever get it fixed and working?

Re: Apple Watch

Oxonian — Sun, 13 Oct 2024 17:14:21 GMT

I am not sure who you @mjs_1 are directing that question to, but whoever it is, you need to tag them ; this thread is several months' old so tagging becomes of particular importance. 👍

Re: Apple Watch

mjs_1 — Sun, 13 Oct 2024 18:19:59 GMT

Yes sorry, should have tagged @TomHammo - did you ever get this working on your account?

Re: Apple Watch

Paul-S — Tue, 13 Jan 2026 16:46:58 GMT

I am having the same issue, can't get my watch connected for the last 3 months and o2's help is absolutely shocking, they just send you around in circles. After finally having had enough of their nonsense I complained to the ombudsman and guess what....I got a reply from them saying o2 are no longer a part of the communications ombudsman scheme.....that tells you all you need to know.

Re: Apple Watch

Enlli — Tue, 13 Jan 2026 16:58:03 GMT

You are right

https://www.commsombudsman.org/raise-dispute/virgin-media-o2

Re: Apple Watch

MI5 — Tue, 13 Jan 2026 17:05:46 GMT

Why are we not surprised!