Apple Watch data plan tech support

[Andrew_Hurst]

I have been an o2 customer since 31st January 2023, signed up to the Volt package, as i took out the M500 Virgin media broadband package also.

I have 2 issues with my o2 account, as follows;

Although my Volt benefits states it is activated (when i check this on my o2 app or webpage), the benefits are still not live.  This has been in the state for over 2 weeks.  I spoke to an o2 advisor on the phone yesterday (for 1hr 20mins) and he concluded that the Volt benefits are not activated as my home address on the virgin media account is slightly different to the home address on my o2 account.  Is this factual and the reason why i haven’t got the volt benefits?  The advisor said i have to be an o2 customer for 30-days before i can update my address details.  How can this be wrong in the first place, as i signed up to the volt package via Virgin Media and they contacted o2 to set my SIM only account up.  Please advise. 

The second issue is my Apple Watch mobile data plan.  Firstly the Watch is mine, i purchased it direct from Apple, so all i wanted was the mobile data connection (for £5 per month).  I set up via the Watch app on my iPhone 3-weeks ago, and after putting my o2 username & password in the mobile data status then said “activating”. It was in this state for well over a week.  I logged 2 x tickets to get this resolved, i received one missed phone called, 1 x standard text message and that was it, no further contact from o2. A week ago, I decided to remove “all mobile data plans” from my Watch (via the app on my iPhone).  Yesterday i attempted to reset up the mobile data plan on my Watch, when i select “mobile data” on the Watch app, on my iPhone,  i now have an o2 message that reads “we’re setting up your Apple Watch on the o2 network and we’ll text you when it’s all done. If you don’t receive a text within 24 hours, call 202 free from your o2 mobile, quoting reference code 08.”

Its been over 3-weeks now and still my Apple Watch is not connected to the mobile data plan.

Can someone please help me as o2 on the telephone cannot support, i know this after making endless phone calls over the past 3-weeks.

Thank you.

Best Regards

Andrew Hurst 

[O2Georgina]

Thanks for the tag @Cleoriff 

 @Andrew_Hurst  I will send you a private message now

[Cleoriff]

Many thanks @O2Georgina. I really hope you can help 😉

[gmarkj]

Would also be worth knowing which of the advisors CAN use/help with the new system @Martin-O2 @Breanna , especially seeing as the number of customers on that platform will only increase as more people move over.

It is even more worrying given the comments on the initial update from @ColinO2 back in January (O2-System-Updates-360 ) which stated that customers shouldn't notice any difference in their service, and that everyone should receive the support that they need...

[Andrew_Hurst]

Hi @gmarkj @Cleoriff  @O2Georgina 

I still have no service on my iPhone, this is just ridiculous, i was told 5hrs ago and then 3hrs ago that someone from o2 was looking at this, but still nothing.

Of all the days this could happen, its the day when im expecting an important call from my Solicitors’s as my re-mortgage is completing today.

O2Georgina has been messaging and telling me someone is working on this, but i still have no service.

How do i go about escalating this and putting in yet another complaint…… and then for someone at O2 to actually contact me and resolve the issue??

HELP PLEASE. 

[Martin-O2]

@Cleoriff, @pgn, @gmarkj I've reached out to the team in relation to who can and can't deal with customer issues who are on the new system. I'll update you and the wider community as soon as I have the full picture and we can go from there. 

@Andrew_Hurst Please let me know if this gets resolved for you today. From your posts it sound's like the support team are actively working on the problem but if you're still having difficulties next week I'll see what I can do to expedite the process. 

[Andrew_Hurst]

HI @Martin-O2 @gmarkj @Cleoriff @pgn @O2Georgina 

It is now 17:30hrs and my iPhone still has no service and I’ve received no contact from O2 other than initial correspondence from this forum.

Why is it taking so long, what is going on at O2?

How do i seek compensation?

How do i go about cancelling my contract with O2?

HELP PLEASE. 

[MI5]

@Andrew_Hurst 

@O2Emma is on duty currently.

[O2Emma]

Hi @MI5 I am unable to access the account as private messaged yesterday sorry the other o2 advisors have contacted @Andrew_Hurst to look into it.

[MI5]

@Andrew_Hurst 

I suggest you make a complaint. Use Resolver as this is monitored by a third party and not just internal to O2 https://www.o2.co.uk/how-to-complain 

One day, O2 might get their act together!

How to cancel here Guide: Cancelling Your Contract 

[Cleoriff]

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@Martin-O2 wrote:

@Cleoriff, @pgn, @gmarkj I've reached out to the team in relation to who can and can't deal with customer issues who are on the new system. I'll update you and the wider community as soon as I have the full picture and we can go from there. 

@Andrew_Hurst Please let me know if this gets resolved for you today. From your posts it sound's like the support team are actively working on the problem but if you're still having difficulties next week I'll see what I can do to expedite the process. 

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@Martin-O2 

As you see @Andrew_Hurst still has no service on his phone at 17.30pm Friday evening. I doubt anything will be done over the weekend.

Could you expedite this as promised above?