Apple Watch. Horrendous O2 service. Here is the full chat after 4 weeks of calls

[Ste7470]

Today

Steven rainforth

 - 1:17 PM

Apple Watch number

O2 Virtual Assistant

 - 1:17 PM

I'm not quite sure what you mean. Could you try asking me again and I'll have another go at answering your question.

Or pick from the options below. I've got lots of information stored!

Tech Support/Support

Billing and Payment

Sales

Cancel

Steven rainforth

 - 1:17 PM

Tech Support/Support

O2 Virtual Assistant

 - 1:17 PM

You're in luck! I'm a bit of a tech wiz.

What do you need help with?

Data

Roaming

Phone

My O2

PAC Code / Number Porting

Volt

See more

Steven rainforth

 - 1:17 PM

Phone

O2 Virtual Assistant

 - 1:17 PM

Here's everything I know about Phones

How do I unlock my phone?

Can I unlock without My O2?

My phone is lost / stolen

I can't make or receive calls

My Phones not updating

My Phones not Charging

Steven rainforth

 - 1:17 PM

I can't make or receive calls

O2 Virtual Assistant

 - 1:17 PM

I'm sorry you're having trouble making or receiving calls. If it’s the signal, please try these steps.

If they don't help, please check My O2 to see if payments are up to date. Outstanding payments, can lead to restrictions on your account and you would need to make payment for these to be automatically removed.

If you still need help, for Pay Monthly, please call 202 from your mobile or 0344 809 0202 from a landline. For Pay As You Go, call 4445 from your mobile or 0344 809 0222 from a landline.

Did that answer your question?

👍Yes

👎No

Steven rainforth

 - 1:18 PM

👎No

O2 Virtual Assistant

 - 1:18 PM

I'm sorry that information didn't help.

Do you want to try again or speak to one of friendly O2 experts?

Let's try again

Speak to an Expert

Steven rainforth

 - 1:18 PM

Speak to an Expert

O2 Virtual Assistant

 - 1:18 PM

To get you to the right team, please select what account type you have

Pay Monthly

Pay As You Go

Business

I'm a new customer

Steven rainforth

 - 1:18 PM

Pay Monthly

O2 Virtual Assistant

 - 1:18 PM

I'll just check if we have an expert available to help.

Please be aware you may need to answer a few questions to help us identify you.

Can I take your name?

Steven rainforth

 - 1:18 PM

Steven rainforth

O2

 - 1:18 PM

Thanks! What is your mobile number? (If you don't have an O2 mobile number, just enter your email)

Steven rainforth

 - 1:19 PM

[Removed]

O2

 - 1:19 PM

Thanks. What do you need help with today? If none of the below match your query, feel free to type and tell me what you want.

Need help with my O2 account

I'd like to upgrade my O2 phone

I want to join O2

Need help with my Business account

My product device plan

Steven rainforth

 - 1:19 PM

my watch doesn’t ring when my phone is called

O2

 - 1:19 PM

Thanks! I'm going to see if there's an agent available now to help you.

I'm going to get you through to one of the team now. Please keep an eye on this browser for a notification once they respond!

Hello, this is Vivek. Hope you are doing good. Thank you for waiting whilst coming through to us Steven.

I understand you are facing issues with your Apple watch.

Steven rainforth

 - 1:23 PM

hello Vivek

Vivek

 - 1:24 PM

Am I correct?

Steven rainforth

 - 1:24 PM

yes.

Vivek

 - 1:24 PM

I can certainly help you with that.

Steven rainforth

 - 1:24 PM

Really?

Vivek

 - 1:24 PM

Can you please confirm your O2 pay monthly number?

Steven rainforth

 - 1:24 PM

thank you

Vivek

 - 1:24 PM

Did you purchase Apple watch from us?

Steven rainforth

 - 1:24 PM

[Removed]

no. Apple

Vivek

 - 1:25 PM

Thank you.

Are you the account holder? (Yes/No)

Steven rainforth

 - 1:25 PM

Yes

Vivek

 - 1:25 PM

Can you tell me the 3rd and 4th character of your security answer please?

Steven rainforth

 - 1:25 PM

in

Vivek

 - 1:26 PM

Perfect. Your account is verified.

I would like to inform you about the O2 WiFi. You can get free access to around 10,000 WiFi hotspots in the UK. We've it in theatres, malls, shopping centers and many more. You can visit this link for more info: https://www.o2.co.uk/connectivity/free-wifi

Allow me 3 minutes Steven.

Steven rainforth

 - 1:26 PM

ok

Vivek

 - 1:26 PM

Thank you.

May I know the exact issues with your watch?

Steven rainforth

 - 1:27 PM

[Removed] is the number on the watch

andmy mobile number s [Removed]

this has been going on for about four weeks

and can you check why the credit of £49 hasn’t been applied to my account also as an gift fromO2 for messing me around

please read my notes. I will,give you some time

My notes should help you to help me

i pay for the additional watch thing

Vivek

 - 1:31 PM

Allow me 3 minutes Steven.

Steven rainforth

 - 1:31 PM

NP. Take your time….

Vivek

 - 1:31 PM

May I know the exact issues with your apple watch?

Steven rainforth

 - 1:32 PM

when [Removed] is called my watch doesn’t get the call

Vivek

 - 1:33 PM

Let me check the best possible ways to help you out.

Steven rainforth

 - 1:33 PM

my watch should be able to accept the call from [Removed] when it is not near ,y phone or I am away from my phone

if you can sort it out then you are better than the previous 10 people includinfm2 technical people who habent

haven’t

I have has estimated reset, resets of the watch and phone more than we few times, told to wait 24hrs many time, told to wait 5 days twice

that was esim resets

Vivek

 - 1:35 PM

I have successfully reset your watch from my end.

I would request you to re-start your device within 24 hours.

Steven rainforth

 - 1:36 PM

and still free 1 month it still hasn’t been sorted. So O2 gave me a credit of £49 which I can’t see on my account

Vivek

 - 1:36 PM

Let me check Steven.

Steven rainforth

 - 1:36 PM

can you check why the credit is now showing please

thanks

just restarting my watch

Vivek

 - 1:38 PM

Sure.

Sure.

Steven rainforth

 - 1:39 PM

.restarted. Just removing the O2 plan. Will now add the new plan

i,added the airtime plan. Can you make sure I am only paying for one plan please?

Vivek

 - 1:40 PM

As checked your credit has not been applied on your account. I believe credit was promised when you called us?

Steven rainforth

 - 1:40 PM

I did end up with two plans at one ponit

yes

it should be in my notes

Vivek

 - 1:41 PM

Let me quickly connect your chat to my manager Steven.

Is that okay?

Steven rainforth

 - 1:41 PM

the person after checked and saw it

as long as I don’t have to go,through all,this again

im sick of it

Vivek

 - 1:42 PM

No, You don't need to go through this all again.

Manager will check our chat transcript.

Please stay connected

Steven rainforth

 - 1:42 PM

ok

Surabhi

 - 1:45 PM

Hello, it's Surabhi, one of the Supervisor here. I hope you're well.

Good afternoon Steven.

Steven rainforth

 - 1:45 PM

hello

Surabhi

 - 1:45 PM

I’ll quickly read the previous chat and continue to help you with your query.

Steven rainforth

 - 1:46 PM

and please please read the notes on y account. They go back for a few weeks that I have been trying to sort this out

i am not repeating myself once again.. so please read All of the notes

Surabhi

 - 1:52 PM

Thanks for waiting

I am so really sorry that you have to contact us back and forth to get the watch issue sorted out

We have raised multiple number of requests and I hope Vivek has done his job , so request you to wait for 24 hours

Regarding the credit of £49.00 I see that it was raised on 10th but they failed to add it , don't worry I will right away send the request to add it

It will be visible on the next bill> You can check it within 24 hours on My O2> recent Charges

Steven rainforth

 - 1:52 PM

Somimhave to wait another 24hrs? Correct?

Surabhi

 - 1:53 PM

Yes, just restart it in intervals.

Steven rainforth

 - 1:54 PM

ok.. are you sure this will work?

many have tried before you and Vivek

Surabhi

 - 1:55 PM

Just hope it will work , otherwise I just wish it doesn't , then try to visit an O2 Store, they can check physically as to what went or is wrong

Steven rainforth

 - 1:55 PM

I have been to he O2 store

Surabhi

 - 1:55 PM

Oh really

Steven rainforth

 - 1:55 PM

the manager didn’t even come out and see me. he left the poor girls to fend for herself

not good. They said I have to contact O2 online

i have also been to Apple and they checked everything and said it is the carriers ossue

And the O2 store is a round trip of 20miles. The Apple Store is a 120mile round trip

so I have really tried all options

and I am totally totally sick of this. I’m sure you understand.

Surabhi

 - 1:58 PM

This is really very concerning I just hope everything get back in place

Steven rainforth

- 1:59 PM

So do I.

So I have copied this chat and now going to the O2 Complaints review service. Fingers crossed.

Surabhi

- 2:03 PM

No problem, yes, fingers crossed.

Steven rainforth

- 2:03 PM

Thanks.

[Bambino]

@Ste7470 This is a public forum. Remove the phone numbers in your post or you run the risk of being spammed.

Go to the down facing arrow above the date and time in your post and click Edit Reply to remove your number.

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[Ste7470]

could not see the option to edit 

[Ste7470]

Thanks….