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!

[O2Lisa]

Morning @SabyQu I’ll message you privately and look in to this for you😊

[jm74]

Hello  - I have this very issue too.  Apple iphone 12 pro and a new cellular apple watch SE  - trying to set up for my son..  I am awaiting a call back from O2 tech support but have no heard yet

[jm74]

@O2Lisa hi lisa, do you or anyone have a solution on this? I can see other forum chats with people having problems with their apple watches ; didnt think it would be this much of a challenge to get it working!? thanks

[O2Lisa]

Hi @jm74 I'll message you privately and look in to this for you 😊

[jm74]

Hi, did they ever get this working for you? So annoying, and seems like loads of people have the problem.. something to do with an esSim?

Aka as an “upgrade/downgrade”

[Sargey6]

Hi @O2Lisa @I have this issue are you able to help me please ?

[O2Lisa]

Morning @Sargey6, I’ll message you privately and look in to this for you😊

[DJBROOK]

Looks like im having a similar issue to most of you.

I recently purchased the new Apple Watch Ultra which is now set up and working with my iPhone 14 Pro. Im wanting to give my old Apple Watch (Series 5) to my 9-year-old son, so he can call us and we can keep an eye on exactly where he is when he's out with friends.

I had a LOT of back and forth with O2 regarding how we can add my son's watch to my phone, but for him to have his own number. They said I needed to set up an eSim with a plan, which I did.

His watch is now paired with my phone, and the e-sim is set up and connected (activated) - I actually see 2 sims my primary, and my sons. Big issue now is that when I try to connect his watch to the plan in the Apple Watch app on the iphone, im getting that dreaded message:

"The O2 account on this iPhone cannot be used to add a mobile plan"

I've confirmed in-store that the sim is working and connected to my phone, and that wifi calls are enabled e.t.c, but it's still not allowing me to select a plan for his phone in the app.

Please help...

[pgn]

@DJBROOK - I'll tag in @O2Georgina, the O2 Advisor on this evening - please keep an eye on your PMs as she asks for more info from you to follow-up.  Good luck!

[O2Georgina]

Thanks for the tag @pgn 

@DJBROOK  I will send you a private message now