Problem With Apple Watch Ultra 2/o2

[ChrisUK25]

Hi,

Things have not got off to a good start with Apple/o2 for me sadly...

I placed an order on o2 for the Black Ultra 2 but they sent me the normal version with a blue strap but they had set up a plan at the same time so I had to return the watch and cancel that plan. When they sent the wrong watch I checked their site and they no longer had the black one available so I ordered it form another site. The new watch arrived and I went through the process of setting up the plan with o2 but I noticed the plan wasn't working and I was only able to use the internet using the watch connected to my phone using the internet connection of my iPhone which isn't how it is supposed to work apparently. 

I checked My o2 and could see I had two Sync plans, one for the watch from o2 and the new plan I set up against the watch I purchased elsewhere. As the plan wasn't working, I removed it form the watch and contacted o2 and asked them to close that plan as it wasn't working. I thought maybe, as I had two Sync plans, something wasn't working right. I told o2 I would give it a week before setting it up again nd they agreed that would be fine so a week later, I have just tried to set the plan up, and it seems I can't set any plan up....

When I open the Apple Watch App and click Mobile Service, it checks for a plan, then says Set Up Mobile Service which when I click that, it checks again and then just says We're setting up your Apple Watch on the o2 network and we'll text you when it's all done. If you don't receive a text within 24 hours, call 202 for free from your o2 mobile, quoting reference code 08.

It seems I can't set up a plan anymore because when I first did this it got me to sign in and choose the plan and all that stuff but this time nothing happened and it gave me that message so it seem I am stuck. I did a quick Google and it said restart the phone and watch which I did but I am getting the same message?

Please help as I really want to set up a plan for my watch and have it actually working while not connected to my phone.

Many thanks in advance

[ChrisUK25]

Damn... I hate Facebook and don't use it but I guess I will have to create an account. Why can't o2 be simple.

[ChrisUK25]

I've just followed what Dave had put about unpairing the watch and iPhone but this made no difference. It seems something with my main SIM is locked for some reason so only o2 can fix it. This is a nightmare!

[Oxonian]

As we have already said @ChrisUK25, your options are social media or wait for @Dave-O2 to return on Tuesday. 👍  

[ChrisUK25]

So I contacted them via Facebook and got some help today. The person on the chat tried to reset the eSIM but that failed due to an error on o2's part. They have escalated the error and provided me a ticket so now hopefully this will get fixed and I can finally set my watch up properly.

[Oxonian]

Progress @ChrisUK25 ! 👍 

[Dave-O2]

Morning @ChrisUK25 

If you want me to track the progress of your case, please drop me your mobile number via PM and we'll go from there 😊

[leeduk0]

Hi Dave,

I am having this exact same issue and going round in circles for a month and a bit now with 202, stores and social media. I have a complaint reference and case ticket. Perhaps you can help at all please?

[Dave-O2]

Afternoon @leeduk0 

Sure i can take a closer look, drop me a PM with your mobile number 😁

[smille7982]

Hello did you get your apple watch sorted now?

[Oxonian]

@smille7982 

If that question is aimed at @leeduk0 or @ChrisUK25, it needs a tag thus ! 👍