Apple Watch only available to pay monthly personal plan

[Lara8]

Hi I know this has been asked but the solution is always by personal message. So I’m hoping someone will be able to help. I have just changed to o2 and I would like to add my watch. When I go to add cellular plan my app says it’s only available on a personal pay monthly plan. This is what I have so I’m not sure why it won’t allow 😢 any help would be great thank you 🙏🏽 

[Matt_247]

Just thought I would let everyone know that the issue now seems to be resolved. Sarah checked my account from her side and all was okay. Had to wait a couple of days, unpair the watch and repair it and then it worked. Thanks all!

[QuantumExplorer]

I’ve been trying to activate an Apple Watch plan on my Apple Watch ever since I joined O2 back in April. All I encountered was a wave of incompetence due to lack of training on O2’s customer service end where they sent me to a store, the people in the store ending up calling customer service who then tried to activate a plan that the store staff was telling me was actually for Android and that it would have been incompatible with my Apple Watch…so I ended up wasting at least over 2 hours on the phone and in store with no outcome.

On September 21st I e-mailed a complaint to the appropriate complaints e-mail address as indicated on the O2 website but even though the auto-reply message stated that I will be contacted within 7 working days, it’s now been a month and I haven’t heard back.

I’m on a consumer plan, I’m not a business customer, yet all I’m getting is “Apple Watch on O2 is only available to personal Pay Monthly customers”

@Dave-O2 any way you could help out with this or am I better off escalating this to the Ombudsman?

[Enlli]

@QuantumExplorer FYI Complaints are running at around 8 weeks at the moment

[QuantumExplorer]

I wish that made me feel any better but it doesn’t. Thanks for the heads up though. All this for something that shouldn’t even be an issue. Apple Watch Cellular has launched 7 years ago, yet no carrier in the UK seems to have staff properly trained in this matter as if it’s such a new thing that no one seems to understand

[Oxonian]

Just to be clear @QuantumExplorer that you are not yet in time to escalate to the Ombudsman :-

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

In particular :-

What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

[QuantumExplorer]

Oh I know what the timeline is. I’m just mentally preparing

[Oxonian]

Good luck @QuantumExplorer ! 👍

[Dave-O2]

Hello @QuantumExplorer 

I'm sorry to hear about your recent experience with your Apple Watch.

Our complaints team is our highest point of contact, so if this team reaches out to you, the case will need to be picked up by them.

In the meantime, please drop me a PM with the mobile number linked to your Watch and I can see if there is anything I can do to move this along 

I'll get back to you as soon as I can 👍