Can't disconnect Apple Watch Airtime after upgrading iPhone

[JnrTechnician]

Hi Team,

This issue is something I don't seems to understand. I can't disconnect my watch Airtime on Apple Watch Series 5 to iPhone.

So I brought my Apple Watch Series 5 when I had my iPhone 7 Plus. Both devices was paid off and after few years I needed to upgrade my iPhone. I upgraded to iPhone 13 Pro. And I re-connected my Apple Watch to my new smartphone. Then I didn't use my Apple Watch for a while, and wanted to know if I can disconnect my smartwatch due paying off my device bill.

Turns out that because I reconnected my Apple Watch to my "new" iPhone with new contract (36 months contract) I can't cancel the Watch Airtime bill unless I pay off my new smartphone device in full. A strange policy. I have paid off my iPhone 7 Plus and the watch but I can't cancel the watch watch Airtime. Has this happened to other customers?

I don't understand why I can't cancel my watch airtime bill...

[MI5 · Accepted solution]

@JnrTechnician 

I think customer services are giving you false info.

The watch can be disconnected once it is fully paid for.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202

[JnrTechnician]

Hi MI5,

thank you for your reply. Thats what I thought about it, so I just let it by and used the watch here and there but now I really want to let go of the watch and the watch airtime bill. 

I will speak to the cs team again and ask to remove the watch airtime bill. I will update once I had the conversation. 

[JnrTechnician]

Hey,

So I just came off the call from agent and said that the previous agent I spoke to long time ago gave me wrong information (must've been a "tactics" to keep me paying for the watch air time bill £££). They also confirmed that "it's not a contract you have since you paid off your device in full and have been just paying the airtime bill on rolling months". She put me through the retention team and they were able to disconnect my watch airtime bill to iPhone and it will done in 30 days. Just have to wait for the letter by post or email.

I wish I could've done this a year ago but it's done now. Thank you for your input.

[MI5]

Good news @JnrTechnician