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?

[madasaf1sh]

@Benlfc 

Its been a problem for years, with some people, but my new Apple Watch was setup without any issues on the day it arrives, although I will note this was a new connection. 

But to be honest its not been that bad recently, the odd one or two.. 

[Gristy100]

Hello Mr xxxxx. , As you contacted O2 customer services to ask about a cellular sim only plan which gets connected with the apple watch even if the watch is not purchased with o2 And the advisor said it cannot be provided which is true. Regards o2.    - from O2 but I’m sure this is wrong 

[jonsie]

Complete bullsh💩t

You don't have to buy the watch from O2 to take out a data plan

[H2O]

Exact same issue here 7 weeks 02 have been avoiding fixing it. 

I’m having exactly the same experience with tickets being randomly closed. Having to wait again for another 5-7days, being told not to head to a store. Then getting told to head to a store. 
going to the store where they just raise another ticket. 2nd line calling me asking the same questions again then after 30 mins telling me someone will be in touch in 5-7 days. 

[pgn]

@H2O 

Have you followed the guidance in Activate Apple Watch Guide? It directs you to the Social Media Team for assistance in most instances, reachable via Facebook or Instagram https://www.o2.co.uk/abouto2/social-media

Also have you tried a different O2 Shop? Some are more customer-oriented than others - https://stores.o2.co.uk/

If persisting online, 2 things to note - you sometimes hit a MyO2 limit regarding total devices, and may fare better if either O2 purge dead accounts you may have in your MyO2, or if you ask them (insist!) to completely reset the eSIM in your phone, if you are using one. eSIM - How to activate . Again, the Social Media Team are best placed to do either of these for you. Good luck

[Benlfc]

@H2O last phone call I had with the second line support team was Friday, the day after I spoke to someone from the team for about the 9th/10th time, I actually thought the call on Friday was a follow on from the call on Thursday as the advisor on Thursday told me they’d contact me back Friday but in fact the call I got Friday was from another 2nd line faults team advisor asking me the same questions as the advisor the day before did, there seems to be absolutely no communication between them. My cases have been being closed by the 3rd level faults team who have called me about it in fact it’s always been the same one advisor from that team (Mark Silcox) and he has always advised he would call me back but never has and when I call to chase it I’m informed it’s been closed so it then either gets reopened or a new case logged and I’m right back at the beginning.

On Thursdays call the setup process actually let me go all the way through with it but I then got the error message with error code 14 and that’s where I am at now with it, waiting for someone to call me back, the case is showing as on hold in MyO2

[H2O]

Sounds promising, did they mention if they had any idea what this error 901 is yet? 
still waiting for a member of 3rd line to get back, but your experience sounds close to mine.

tickets getting closed by 3rd line as resolved when no one has reached back. People calling me asking the same questions then making me wait another 7 days. 

was hoping to have it resolved by Thursday before I was on a work trip, 7 weeks ago I thought that was realistic but here I am.

hope you get the error 14 fixed. At least that’s a reported error code. I know they’re going to call me when I’m on the train with terrible signal 😕 

[H2O]

Hey pgn, good ideas there, the o2 store I went to did seem fine, but I might try one in the next town if I’m getting nowhere. I do seem to have a stuck eSIM profile that’s been on my account screen for about 2 years, if pressed it just says it’s expired and never leaves.  So for sanity sake if they can purge that kind of stuff even if it doesn’t fix the watch issue it may help my sanity.

ill see if they get back within this time frame if not I’ll try am the other store.

as for social media team I tried on Facebook and X but didn’t get a single reply, not sure if they’re inundated with people like the phone lines seem to be, but trying to get in touch with o2 recently seems to be a job in itself. 

I appreciate the information here though. Thanks 

[pgn]

---

@H2O wrote:

as for social media team I tried on Facebook and X but didn’t get a single reply

---

For FB, Messenger is the way to go - the public timeline or wall in FB seems not to get their attention at all.

O2 are unable to give support via X, been that way since last July or so, so not even worth trying that platform.

Never tried on Instagram, the only remaining platform monitored by the O2 Social Media Team, @H2O 

Thanks for the nice reply 👍🏼