Account not eligible to setup mobile data on Apple Watch

[Pixie1]

So I have been back and forward countless times with O2 since July and haven’t gotten anywhere.
I bought an Apple Watch back in July but when I set it up it said “Your O2 account is not eligible to enable mobile data on your Apple Watch. Contact O2 for more information.” I contacted O2 and they said they had to reset the eSIM and that so had to unpaid the watch and wait 24 hours before setting it back up again. I did this and the same message appeared so I contacted O2 to tell them and again the said the eSIM had to be reset. The eSIM must have been reset about 10 times before I eventually got through to someone who told me that they would send out a new watch. So I sent the watch I had back (Nike Series 5) and in return they sent me a Series 6 as they had none of the watches I had left. It is safe to say that the watch isn’t the issue. So I went back on the phone to O2 and spoke to a woman that said an eSIM would get sent out so I could add a mobile data plan. I have since tried to add this plan and have had no luck. The same message is still there. I have tried everything that I possibly can as I have looked through previous threads etc but I’m now at my wits end and no one at O2 seems to understand what the issue is and keeps doing the same things over and over that clearly don’t work. I can’t add any plans in the actual Apple Watch app because this message is still there. I was hoping someone might be able to help here.

Any help would be greatly appreciated!

[MI5]

It sounds like it all checks out OK @Pixie1 so it's a bit of a mystery.....

I'lll ask @O2Lisa to contact you in the morning to check your account further for you.

Look out for a message from 8.00am in the morning.

[Pixie1]

That’s what I thought..

Thank you for getting in touch with me anyway. I will wait for a message from Lisa 😊

[MI5]

You're welcome and good luck

[Pixie1]

My partner has an iPhone 11 with an Apple Watch but on his account it has a bit that says shared data but on my account I don’t have anything like that. Could that be the problem?

[MI5]

@Pixie1 

I would definitely say it's an account setup issue.

For some reason the system isn't recognising that you are on refresh or that you are using an iPhone.

It's just a case of someone with the required skills to look at your account and figure it out.

[Pixie1]

We looked further into it and it would appear that shared data is only an option for my partner who has 90GB data whereas I have unlimited data on my account and I don’t get this option.

[MI5]

@Pixie1 

You can't share from unlimited data but this should not effect the watch use as the watch requires it's own data plan anyway.

[Pixie1]

Ah I see.. thank you for your help 😊

[MI5]

[O2Lisa]

Morning Thanks for the tag @MI5, I will private message you now @Pixie1