topic Re: Apple Watch in Tech Support

Apple Watch

wayne1960 — Fri, 20 Dec 2024 12:33:16 GMT

Hi All

i purchased a Cellular Apple Watch 10 directly from Apple app 6 weeks ago.

I successfully paired the watch to my phone but when I went on Mobile Services to add the watch to my existing plan and mobile number the option to add was missing.

I’ve read all the posts on here and I’m not alone.

I’ve been to Apple who say I need to speak to O2.

I went to the O2 store and they said I need to call 202.

I called 202 and they said I need to go back to the store.

I went back to the store and they called O2 and a ticket was raised.

7 days later and nothing.

I’ve repeated this little run around about 3 times ending in the same result.

Nothing!

So has anybody managed to get their Apple Watch purchased directly from Apple connected to their IPhone and now able to make and receive calls remotely from the same number?

Re: Apple Watch

MI5 — Fri, 20 Dec 2024 12:36:52 GMT

@wayne1960

All we know here and how to get help.

Re: Apple Watch

wayne1960 — Fri, 20 Dec 2024 12:52:24 GMT

Thanks for this and as others have been saying none of those processes work.

Everything is good until you get to the “Add Data”

There is no option to sign in or see / review available data plans.

I guess I’m re stating what I believe others have in the past.

I simply need to know if it has s possible and for someone at O2 or Apple to sort it out.

If its not possible then I’ve been miss sold a product and my only option would be to get help elsewhere.

Can anyone advise what measures they have had to take?

Re: Apple Watch

Enlli — Fri, 20 Dec 2024 14:03:20 GMT

There have been people on here that have been able to do what you want with watches not bought from O2.

There seems to be problems with O2 and Apple Watches wherever they are bought and there have been customers on here who have spent months sorting things out.

Regretfully we have no O2 staff here.

Seems it is a question of keeping on until you find an agent who knows what they are doing.

Re: Apple Watch

MI5 — Fri, 20 Dec 2024 14:07:15 GMT

@wayne1960 wrote:
Thanks for this and as others have been saying none of those processes work.

Everything is good until you get to the “Add Data”
There is no option to sign in or see / review available data plans.
I guess I’m re stating what I believe others have in the past.
I simply need to know if it has s possible and for someone at O2 or Apple to sort it out.

If its not possible then I’ve been miss sold a product and my only option would be to get help elsewhere.

Can anyone advise what measures they have had to take?

You need to contact O2 via social media as stated in the guide which was written by O2.

So yes it is possible and that's how you fix it @wayne1960

Re: Apple Watch

madasaf1sh — Fri, 20 Dec 2024 19:41:07 GMT

Daft question @wayne1960 you aren't on PAYG (Bundle, Rolling Plan or Classic) by any chance, as you cant add your Apple Watch to any PAYG service

Re: Apple Watch

wayne1960 — Sat, 21 Dec 2024 12:37:34 GMT

Hi and thanks for getting back to me.

I have a contract with O2.

I also have 2 numbers attached to the one account. How do i go about separating these out?

Re: Apple Watch

MI5 — Sat, 21 Dec 2024 14:42:20 GMT

@wayne1960 wrote:
I also have 2 numbers attached to the one account. How do i go about separating these out?

Only by cancelling one of them and starting a new contract with different details.

Re: Apple Watch

wayne1960 — Mon, 23 Dec 2024 07:32:07 GMT

Still no positive answers and still waiting 02 to get back to me.

I’ve seen all the other posts relating to this very same topic and I’m shocked that O2 doesn’t have a duty of care to its paying customers.

Not withstanding the stress this causes and the time lost.

Very poor all round.

Re: Apple Watch

pgn — Mon, 23 Dec 2024 08:16:08 GMT

One other thing of note, but it seems you may be below this restriction: there is a max number of devices and numbers that can be assigned to a single MyO2 account, @wayne1960 - I recall reading of a case where the watch would not add, and account had several numbers and other devices (iPads, etc) on it - the way was to split out one or two devices to a new MyO2 account, then the watch setup worked. Just in case you get to an agent who is willing to explore this with you, as you say you have 2 other numbers in the same single MyO2 account...

Possibly clutching at straws, I know, but 🤷

Re: Apple Watch

wayne1960 — Mon, 23 Dec 2024 08:25:21 GMT

Yes I have heard this and maybe my next stop.

maybe I’ll spend another couple of hours or another trip to the I2 shop or maybe Apple.

good job I’m retired !

madness!

Re: Apple Watch

MI5 — Mon, 23 Dec 2024 10:31:03 GMT

The current levels of incompetence are just so impressive !!

Re: Apple Watch

wayne1960 — Wed, 22 Jan 2025 12:29:49 GMT

Hi anyone

If i have a problem with O2 that simply isn't getting resolved is there a way to speak to someone of authority that will make it happen?

Someone who can be held responsible to get it done?

Re: Apple Watch

gmarkj — Wed, 22 Jan 2025 13:19:55 GMT

If you have tried calling customer services and not getting anywhere, next step should be the social media team @wayne1960

If they still struggle then you would need to raise a complaint - which means that "normal" customer services will be more reluctant to do anything in case it's the wrong thing.

Unfortunately the complaints team are running at about 8 weeks to resolve issues (based on feedback here), so it won't be a quick fix.

Finally if the complaints team are unable to help you can ask for a letter of deadlock/final position letter and speak to the ombudsman

Some guides/help pages:

(has links to o2 social media presence - you might need to nudge a few times to keep them going)

How to Complain | Help | O2 (o2 complaints page - Resolver is good as it tracks the different steps and any replies)

Customer+Complaints+code+250924+V0.2.comp.pdf (the actual complaints process o2 should follow)

Re: Apple Watch

madasaf1sh — Wed, 22 Jan 2025 16:23:52 GMT

Think Apple Watches and o2 are completely FUBAR'd now as mine has stopped working on mobile data as well and the Watch App say o2 dont support them anymore..

The only response when I called was to go to an o2 store, they wont be able to do owt.

@Dave-O2 can we get a steer on what the hell is going on with Apple Watches as it seems to be a growing problem and annoying a lot of people.

Re: Apple Watch

Dave-O2 — Thu, 23 Jan 2025 12:46:59 GMT

Afternoon @madasaf1sh

So I can get your case checked out, can you please drop me a PM with the mobile number linked to the Apple Watch?

Thanks 👍