Apple watch not receiving calls and texts since phone upgrade

[Excitingstar16]

I have been using my apple for for nearly a year with no issues (I have a seperate plan for my watch). Last week I upgraded to the iphone 16, but unlike normal, where you put your old sim card in new phone, mine came with an esim. Now I cannot receive calls or texts on my apple watch when I am away from my phone. I can make calls and send texts but I cannot receive them. Also, when my phone is switched off, I cannot use my apple watch at all. Spent hours on the phone to O2 and Apple but got nowhere

[gmarkj]

Sounds like you need to pair the watch with the new phone @Excitingstar16 .

See if this guide helps at all:
Activate Apple Watch Guide 

If not, you will need to contact customer services - try social media first:

Guide: How to find help & contact O2 

[Excitingstar16]

The watch is paired with the phone. Have tried resetting phone and watch and Apple has tested both phone and watch and no found issues. Have contacted customer services many times but they just keep telling me to go to the store. The store say I have to phone up. The complaints team said it was easy to fix and transferred me to sales who then said they don't do seperate plans which I know they do 

[Excitingstar16]

 @Dave-O2 are you able to help at all? Have unpaired watch and repaired. Have factory reset both watch and phone. No one at O2 seems to want to help me. Just want a plan setting up for my watch

[Enlli]

Dave has just got back from leave and has some catching up to do.

Although he is not customer support he does try to help, but his day job will come first so it may be a while

[gmarkj]

Do you get any error codes at all @Excitingstar16 ?

The guide I posted above ( Activate Apple Watch Guide ) shows what most of them are and how to resolve, and it also says for some to contact the social media team for help.

[Excitingstar16]

contacted social media but all they did was taise another complaint ticket and when O2 called me back yesterday they were still useless and had no idea what I was talking about and claimed no knowledge of the error codes

[Enlli]

Par for the course these days at O2 regarding Customer Service.

Pity it will cost to leave

[gmarkj]

Let's see if @Dave-O2 can help get the right people on this for you @Excitingstar16 

[Dave-O2]

Thanks for the tag @gmarkj 

@Excitingstar16 I can certainly take a closer look and see what I can do, please drop me a PM with the number linked to your Watch and I'll get back to you as soon as i can 👍