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!

[O2Emma]

hi @MI5 I will pick this up thanks 

[O2Emma]

Hi @RT123 I will need to private message you to look into issue.

[MI5]

Thanks @O2Emma 

[RT123]

OK great thanks @O2Emma and @MI5 

[MI5]

You're welcome @RT123 

[O2Lisa]

Morning @RT123 hope you're well

Sorry about the late reply, I finish at 2 Tuesday - Friday.

I can see O2Emma has picked up your query, but if you need any more assistance just let me know

Have a lovely day 

[Martinch0]

Hi,

I've been having the same issue with my iPhone 12 Pro and Apple Watch 6. I've been in touch with support over twitter, phone, email and I've been through 3 "unpair and wait 24 hours" and one "unpair and wait 48 hours". Nothing helped. With my latest interaction with support being "unpair and wait 24 hours, but this is different than the 4 time you did this before". I have a callback arranged for tomorrow, but this is getting ridiculous. 😞

I've wasted too much time on this, and I've wasted so much of people's time describing the same issue over and over and trying the same fixes.

What's going on? This is happening to a lot of people. And is this going to happen again next time I have to change my sim or upgrade/change my tariff?

[Martinch0]

So nobody from O2 can help with this? I've been through a thousand support calls. I've spent more than 10 hours on the phone and nothing? I really don't know why I'm paying for a service I can't use...

[gmarkj]

Will tag the online gurus to see if they can help @Martinch0.
Can you see if you can work your magic @O2Lisa or @O2Waqas?

[O2Waqas]

Yes we can certainly try @gmarkj, thank you for the tag

@Martinch0 Apologies for the inconvenience caused with no data connection on the Apple watch, I will send you a private message so we can look into this further for you 

Thanks