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