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

Ste7470
Level 1: Joiner
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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.
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Bambino
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@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.

FLAGGED

I DO NOT WORK FOR O2



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Ste7470
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could not see the option to edit 

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Ste7470
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Thanks….

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