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 

[O2MichaelE]

Thanks @pgn 

@Andrew_Hurst I'll DM you for more details so I can look into what's going on for you

[O2MichaelE]

@O2Sarah-   tagging you in on this one, thanks

[O2Sarah-]

Thanks @O2MichaelE 

@Andrew_Hurst I will follow up with you on this via  private message. 

[Andrew_Hurst]

hI @O2Sarah- @pgn @Cleoriff 

I installed the latest Apple updates to my iPhone (16.4) and Apple Watch (9.4) I have checked the mobile data status for my Watch this morning. 

I now get the following message “Your O2 account is not eligible to enable mobile service on your Apple Watch. Contact O2 for more information”. 

The option to set up a new mobile data service plan is now greyed out and not available. 
Can someone please request an update from the O2 Network support as to what is going on with my account, as i STILL have not had any feedback from this team.

As I have said previously this is really disappointing and one of the main reasons I opted to switch to O2 was the mobile data service for my Apple Watch. 

Thank you.

[Cleoriff]

@Andrew_Hurst 

I'll tag @O2Emma to this post. She is on duty from 3pm today. I'm sure she can help.

Watch out for a private message from her. (O2Sarah isn't on today at all)

[O2Emma]

Hi @Cleoriff I will pick this up thanks.

Hi @Andrew_Hurst I will send you a private message to look into it for you.

[Andrew_Hurst]

So @O2Emma could not provide any support, as she couldn’t access my account as its on a new portal (unbelievable), so now waiting for @O2Sarah- to contact me. 

This problem has now been ongoing for 8 weeks and still no resolution, i have sent 3 x emails to the official O2 Complaints department, and apart from receiving automated responses have had no contact.  

Shame on you O2, you certainly know how to look after your customers!

I was given all the sales talk prior to porting over from my previous provider, but now the customer service is awful.  

Very disappointed, any advice would be welcome.

[Cleoriff]

What a shame @Andrew_Hurst 

O2 are currently moving all customers over to the new 360 billing platform.

This is probably why only a couple of our community account advisors can help you (and I agree it's unbelievable that your issue has gone on for so long)

I'll tag our managers to this post as we need to know which community advisors are able to deal with clients on the new billing system. @Martin-O2 and @Breanna can you offer any advice on this please? I don't see @O2Sarah- on the rota for tomorrow?

[Andrew_Hurst]

Hi @Cleoriff @pgn 

Thank you for the reply.

My iPhone has now lost O2 network connection (noticed this 30mins ago), so unable to make or receive phone calls.

What's going on, i need this resolving ASAP please.

[Cleoriff]

@O2Georgina 

Are you able to help @Andrew_Hurst please? Things seem to be getting worse for him on a daily basis!