topic Re: Apple Watch eSIM transfer: reference code 26 in Tech Support

Apple Watch eSIM transfer: reference code 26

Rod111 — Tue, 25 Jun 2024 12:04:14 GMT

I broke my Apple Watch Ultra and has this replaced by AppleCare. I’ve tried to setup mobile data on the new replacement watch, have followed the steps to login to o2 and select transfer existing airtime plan. However, I get an error saying to call o2 and quote reference code 26.

I tried this, but gave up after 40 mins and speaking to multiple advisors. They didn’t seem to understand what was going on and instead were suggesting cancelling the current watch plan and setting up a brand new one.

Can someone help?

Re: Apple Watch eSIM transfer: reference code 26

madasaf1sh — Tue, 25 Jun 2024 12:05:20 GMT

@Rod111

Have a look at this guide, and it should give you all the information on how to deal with the error codes

Re: Apple Watch eSIM transfer: reference code 26

Rod111 — Tue, 25 Jun 2024 18:50:10 GMT

The code I have (26) isn’t listed. It says to get in touch for help. How do I do this without having to call 202, as they were useless.

Re: Apple Watch eSIM transfer: reference code 26

MI5 — Tue, 25 Jun 2024 18:57:32 GMT

@Rod111

Social media as advised in the guide.

Re: Apple Watch eSIM transfer: reference code 26

Rod111 — Tue, 25 Jun 2024 20:10:59 GMT

The link in the guide takes you to a link tree with several links. Can someone share the specific link please?

Re: Apple Watch eSIM transfer: reference code 26

MI5 — Tue, 25 Jun 2024 21:06:13 GMT

Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Re: Apple Watch eSIM transfer: reference code 26

CCH — Sun, 04 Aug 2024 12:52:44 GMT

I have exactly the same problem I reached out to o2 on twitter and instagram and they raised a case. I was told someone would come back to me within 5 days it now been 3 weeks and nothing and it isn’t fixed. Is yours working?

Re: Apple Watch eSIM transfer: reference code 26

pgn — Sun, 04 Aug 2024 12:56:54 GMT

@CCH wrote:
I have exactly the same problem I reached out to o2 on twitter and instagram and they raised a case. I was told someone would come back to me within 5 days it now been 3 weeks and nothing and it isn’t fixed. Is yours working?

Have you 'reminded' O2 via the Social Media channel(s) you used to engage with them before? Tag your nudge onto the last update given by them, persistence is the only way - not picking up the query here on the O2 Community Forum where nobody from O2 will see it. Good luck, @CCH

Re: Apple Watch eSIM transfer: reference code 26

CCH — Sun, 04 Aug 2024 18:41:06 GMT

Yes I did this on Insta should I pursue it on X?

Re: Apple Watch eSIM transfer: reference code 26

madasaf1sh — Sun, 04 Aug 2024 18:56:33 GMT

@CCH

I would always use X as Facebook and Instagram all go into the Meta pot

Re: Apple Watch eSIM transfer: reference code 26

pgn — Sun, 04 Aug 2024 19:13:37 GMT

@CCH wrote:
Yes I did this on Insta should I pursue it on X?

Pick one and stick with it, all 3 platforms go back to the same team in any case, @CCH

Re: Apple Watch eSIM transfer: reference code 26

Oxonian — Sun, 04 Aug 2024 19:21:59 GMT

If that @CCH is aimed at @Rod111, you need to tag him thus. 👍

Re: Apple Watch eSIM transfer: reference code 26

CCH — Sun, 04 Aug 2024 21:06:16 GMT

@Rod111 @Oxonian is this how I tag?

@Rod111 pls read my replies on the thread sorry I didn’t tag I am technonumpty

Re: Apple Watch eSIM transfer: reference code 26

Oxonian — Mon, 05 Aug 2024 18:34:50 GMT

@CCH wrote:
@Rod111 @Oxonian is this how I tag?

@Rod111 pls read my replies on the thread sorry I didn’t tag I am technonumpty

Yes, that is how you tag @CCH ! 👍

Re: Apple Watch eSIM transfer: reference code 26

Shergar — Fri, 20 Sep 2024 15:03:30 GMT

Hi did you get this resolved? I’ve just got my new Ultra 2 today upgrading from ultra 1 and am getting exact same issue. Been on phone for hour and a half and they couldn’t resolve so now passing it to a technician but can’t tell me when they will get back to me! @Rod111 @Tagging you in to see where you got with this one please.

Re: Apple Watch eSIM transfer: reference code 26

pgn — Fri, 20 Sep 2024 15:09:32 GMT

@Shergar wrote:
Hi did you get this resolved? I’ve just got my new Ultra 2 today upgrading from ultra 1 and am getting exact same issue. Been on phone for hour and a half and they couldn’t resolve so now passing it to a technician but can’t tell me when they will get back to me! @Rod111 @Tagging you in to see where you got with this one please.

As per the guide linked above, , the people in CS to talk to are not the call-center teams but the Social Media team, @Shergar - pick one of these links to use and stick with it. Oh, and ping them periodically until you get engagement:

Re: Apple Watch eSIM transfer: reference code 26

Shergar — Fri, 20 Sep 2024 15:43:38 GMT

Thanks for this and acted upon. Would still be nice for someone to report back re what the resolution is. Seen loads of error code 26 but no answer as to the problem/resolution.

Re: Apple Watch eSIM transfer: reference code 26

Shergar — Sat, 21 Sep 2024 06:30:27 GMT

Just gets better and better. Contacted them, they said did something at their end try again. Tried and still getting error code 26. Contacted again, said it can take 24 hours (that old chestnut), which i could appreciate if it were for eSIM to activate but I cannot even get it on the watch! Now to top it off i cannot go through the process as you have to put your Myo2 password details in when trying to set up and it texts you a code. It is now saying unable to text you anymore codes (because I’ve tried to set up too many times I’m guessing). Their response…. If you are not happy put in a complaint. Absolutely incredulous! So I have a watch and an airtime plan that am paying for that does not work. I’m raging!

Re: Apple Watch eSIM transfer: reference code 26

pgn — Sat, 21 Sep 2024 09:50:57 GMT

Several have reported here that after the magic of O2 on their side, it does kick in after some time, @Shergar

Others say the eSIM in the phone, if paired previously with a watch, needs to be reset - then the setup routine works first time. Do you know, or can you find out, via the same Social Media channel, if they have done that, @Shergar?

Re: Apple Watch eSIM transfer: reference code 26

Kenbob — Sat, 21 Sep 2024 14:25:29 GMT

I’m having the same issue and am at my wits end. No ESIM on the watch though, just the phone.