Setting up Apple Watch plan and getting an error

[Benlfc]

I’m getting the below error when trying to setup my Apple Watch plan.

”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.”

Had Apple Watches since O2 starting selling them, I’ve had a couple of issues over the years but nothing that haven’t been sorted within no time at all, more so because O2 used to have a dedicated team that dealt with Apple Watches which they no longer have, also staff working within the community that were also able to resolve issues there and then. Now this issue has been going on since I got the watch in September, I’ve been back and forth with customer service, back and forth with the faults team (second line and third line), open faults being closed without a resolution and without communication, faults having to be reopened and the latest one being open since the 27th October with absolutely no contact about it yet except for @Dave-O2 via private message here in the Community.

I’m now hearing this is affecting other people and not just me, I’m hoping if that’s the case with the number of people in the community then there’ll be others here with the same issue, the question is are there?

[Benlfc]

@H2O I don’t think they know, in fact they don’t know. My experience is exactly the same as yours. 3rd line support will contact but they won’t contact you back even though they say they will. The ticket will be closed you can bet anything on that 

[Benlfc]

@H2O had yet another call from the 2nd line support team the other day, yet again no movement and no nearer solving the issue, I now get reference 14. Heard nothing about the complaint I raised and because it’s now over 8 weeks since raising it I can take to the Ombudsman, unfortunately they’re closed till the 5th of Jan

[MI5]

@Benlfc 

Reference code 14

If you had received a SMS that states setup has been completed, please restart your watch. If you still get this error or you didn’t receive an SMS, the watch eSIM will need resetting, so please contact our Social Media team here

[Benlfc]

@MI5 I know what you’re told to do where reference 14 is concerned, the issue is it doesn’t make a blind bit of difference and when you get in touch they have no idea either. Hence why I as well as others in this thread had gone back and forth with the 2nd line/3rd line support team 

[jonsie]

As far as I'm aware the fix for this is for customer service (or someone who knows what they are doing) is to delete all esims associated with the new watch plan and any others associated with previous watch plans 

Once that's done, THEN issue a new watch plan and esim

[Jolly53]

Same issue and I’m being passed from pillar to post even been into the shop I don’t know what else to do 

[Benlfc]

@Jolly53 staff in the shop will just call customer service whilst you’re there. When I’ve been on the phone to the 2nd/3rd line support teams I’ve told them others are having the same issues, disgraceful how they’ve still not sorted it.

[Benlfc]

An update on my case. The complaint I raised with O2’s Complaint Review Service (CRS) was never responded to after 8 weeks therefore I took it to CESAS. I was asked by CESAS what I wanted as a resolution, I stated I wanted the issue fixing, a refund of the airtime and device plan costs since getting the watch (£148.54) and £200 compensation. O2 responded after only 10 days although they never responded to me after 8 weeks!!! They came back with an offer of £95.96 refund for the airtime (nothing for the device plan costs) and £75 compensation so £170.96 in total credited to my O2 account, compared to the £348.54 I asked for. I accepted the offer because I knew CESAS would deem it reasonable even if I had declined it and I’d run the risk of getting nothing, they now have 20 working days to provide the credit.

They stated the following in respect to the actual fault “The existing HELIX IT ticket is presently with O2’s Core Voice Support team for a technical resolution.” and the incident is still showing as “on hold” in MyO2 Communications History.

I’ve heard nothing since the last call about the fault which was weeks ago.

[Benlfc]

New update. I’ve had a call today with a complaint department (I think) who has issued a replacement watch without the need for me to return my current one first. Now just have to wait for it to arrive to see if this fixes the issue 

[Benlfc]

Fingers crossed this will be the final update.

The call I got on Friday from a complaints team member was actually a member of the Executive Resolution Specialist team. He’s called me back today as I have received the replacement, initially the setup of the mobile service did not work he then proceeded with a companion reset and it worked immediately, I now have a watch that works to its full potential and hopefully it stays like that. I’m hoping I’m also going to be provided with a refund of the device plan payments I’ve made to date 🤞🏻