So 5 weeks ago I purchased a new iPhone + watch outright directly through Apple.
the first eSIM for my iPhone went through fine, to my watch it did not.
o2 on the phone didn’t know anything about their own error codes completely untrained on the situation, but anyway I was getting error codes 8 from here.
https://community.o2.co.uk/t5/How-to-Guides/Apple-Watch-FAQs-amp-Activation-Guide/ba-p/1684464
So I reset my iPhone + unpaired watch, completely unguided despite calling in and the above community site, very untrained reps for Cellular Apple Watches and here we are.
Anyway, called back in requested new eSIM from o2 they tried to, but it’s been stuck in processing and nothing on app etc to say I can download a new eSIM.
The representative suggested going to o2 store and getting physical sim, they also could not give me a physical SIM to my number because of what’s going on with my eSIM.
It has been 5 weeks now, the lack of transparency with what is going on has been really awful.
the amount of times they’ve said they would call me back and never happened has been rude and unprofessional. I have chased up twice a week for update as the affect it’s having on me is quite on the high end of the scale at this point. I’ve been unable to pay bills because can’t access apps, can’t login without number as code sent to a number I don’t have access to. (Thanks o2!!)
On one occasion I was on hold for 2 and half hours (the call was 3 and half hours in total going through escalation process etc) and they cut me off at 10pm.
Never received a call back the following day.
They have also never provided me an alternative sim, cost free to myself.
Instead so far I have had to fork out £47 for rolling contracts (that I do expect o2 to pay in its entirety until service to my number is restored.)
they can’t even give me a PAC code at this moment either. I haven’t requested one to leave early etc but asked out of query how far deep of an issue are we in.
They have now provided me a deadlock letter so I can go to the regulator to investigate because it’s very clear (professionally speaking in the IT sector) they do not have the foggiest clue what they are doing.
I sent in a complaint and they denied receiving it, yet I never received a bounceback as expected, so it’s in their mail server as far as the IT world is concerned. Again, wholly unprofessional from o2.
This has lost me as a customer entirely and this only serves as a warning for current & future customers.
