Honestly 02 is a joke

[Kira-Marie]

I had an Apple Watch Ultra 2 which we just managed to get the sim plan through technical team, I’ve now upgraded and can’t get the mobile service working because all it says is “We believe you have an existing watch plan but we are having difficulty locating it. Please call 202 for free from your O2 mobile, quoting reference code 901.”

I have called 02 so many times and they’ve not helped once and said someone would call but don’t. So frustrated

[TallTrees]

Hello welcome to the o2 community @Kira-Marie 

Sorry to hear your difficulties.   I don't think o2 customer services will call you.

You may be better sending a message to the social media team, if that suits you.

All ways to contact o2 here:

Guide: How to find help & contact O2 

This includes the social media teams 

[Enlli]

Would love to help but we are bereft of O2 staff here.

Try the UK based Social Media team on Facebook or Instagram 

https://www.o2.co.uk/abouto2/social-media

[jonsie]

Do you have a physical sim in your phone or an esim?

Customer service need to close all existing data plans for your watch as you won't be able to reconnect to your existing plan

Once that is done you can go ahead and complete a new data plan and connect your watch

[Kira-Marie]

I have an e sim in my phone, they have created ticket after ticket and recently been told

to wait 72 hours

[pgn]

Instagram or Facebook only, links here https://www.o2.co.uk/abouto2/social-media may get you further, as you retain your chat history - be persistent though, @Kira-Marie 

[Kira-Marie]

I’ve told them the same and they raised an incident ticket, I’ve also tried to get 02 to remove my old eSIM for my watch but apparently it would cost me 800 odd quid 

[pgn]

@Kira-Marie wrote:

> remove my old eSIM for my watch but apparently it would cost me 800 odd quid 

Somebody has really crossed their wires there - keep trying until you get an agent who talks sense, @Kira-Marie 

[Kira-Marie]

I’ve done so many calls and all of them say the same thing I have to pay the rest of the contract before i can close the sim for the watch 

[madasaf1sh]

Instead of ringing up, use Facebook or Instagram, and deal with them that way, and just say you have a new iPhone and are trying to move the Watch to sync to the new phone.. 

As it sounds like they think you want to cancel the watch plan etc.