Hello,
I'm trying to set up my Apple Watch (purchased directly through Apple) on the Watch app on my iPhone. Under "Finish Setting Up Your Apple Watch" > "Mobile Service Setup", I am trying to link my Apple Watch to my existing Airtime plan with O2.
I am given the option of paying £7 per month for a "Sim Only Apple Watch 30 day 1 Airtime Plan", however, when I click this option I get the following error:
"Oops, something went wrong. Try again and if the problem continues call 202 for free from your O2 mobile, quoting reference code 900".
Here's what I've done so far (which hasn't worked):
- Contacted the O2 customer service team via 202. This was quite frankly *the* most unhelpful call I have ever been on. I was kept on the line for 30+ minutes, with an operator who A. clearly didn't understand the issue or know what the reference code meant, B. seemed to be purposely misunderstanding me to keep me on the call longer rather than just admit they didn't know the solution, C. wouldn't transfer me to someone else who could actually help despite me repeatedly asking, and D. kept giving me false and unhelpful advice, such as: O2 doesn't let you pay for or pair Apple Watches to existing Airtime plans (as I'm literally looking at the option on my screen lol) and to just return my Apple Watch to Apple and buy it directly through O2 instead.
- Went to an O2 store to see if they could help. I was in and out of the store within less than 5 minutes as the team member said they had no idea what the issue was, couldn't help and told me to keep trying with customer services.
- Went to an Apple store to see if they could help. They ran diagnostics on my watch, confirmed it was in full working order and said the issue lies with O2.
- Tried contacting the O2 social media team. I made a mistake within security—said my CVC rather than the last 3 digits of my card, immediately corrected myself—and now can't contact them for 7 days.
- Read through several O2 forums of the same issue, nothing worked.
I'm conscious that the Apple Watch return window is 14 days, of which I only have 8 left. I need to know if this issue can be resolved ASAP (I saw someone in another thread with the same issue and it took 4 months to resolve🙃), otherwise I'll have to return the watch.
I'd really appreciate any and all help with this matter (is there an email contact? or someone in the UK I can actually speak to instead of a call centre), as O2 customer services have been SHOCKING and I am quite frankly close to pulling my hair out. It really shouldn't be this hard!
Thanks so much in advance 💛
