Apple Watch series 5 not connecting to cellular

[Marie54]

Hi I got an Apple Watch and it’s all paired fine with phone. But it will not connect to cellular data. It keeps saying contact o2 ref code 91. I have been onto 4 different people and I’m getting really frustrated as I’m currently paying for something I can’t use. Can anyone help me with this or any advice... thank you.

[MI5 · Accepted solution]

@Marie54 

Join the list of many with issues with Apple watch.

Check this help first:

https://www.o2.co.uk/termsandconditions/mobile/watch-airtime-plan-terms

Keep on to customer service until you find someone who knows how to fix it.

Guide: Coronavirus Community Help and Support 

The best number to call on appears to be 0800 587 4005

[KathleenH]

Have you been able to sort this @Pierou? I have the same issues. Been going on for over 4 weeks now and still no luck. I also had the same error as you and then one day it changed to say “Apple Watch on O2 is only available to pay monthly customers”.

I am a pay monthly customer though so not sure why this comes up. I have removed and added my watch around 7 times now and still no luck.

[Pierou]

Hi @KathleenH - yes, exactly the same issues as you.

I called O2 customer service, as advised on this board. After being passed around to 4 different people, I was advised that I needed to buy a data plan for my Apple Watch and that I could not buy this online or over the telephone and that I needed to visit a physical O2 store to sort this out. Given the pandemic situation, this is far from ideal and I don’t know when I will be able visit such a store.

[Pierou]

Looking at these terms https://www.o2.co.uk/termsandconditions/mobile/watch-airtime-plan-terms - I wonder if I have a problem because I have an Apple Watch 5. The terms state eligible watches are only 3 or 4. If so, does 02 not support mobile data plans on Apple Watch 5?! If so, this is very frustrating.....

[MI5]

@Pierou 

Yes watch 5 is supported.

The problem is that only a few agents know what to do so you need to keep trying until you get someone trained enough to help you.

The best number to call on appears to be 0800 587 4005