Issue with call and text on other devices

[Diggedydawg]

I've got the watch 4 classic 4g and up until recently I was using it with my note 10 and call and text on other devices worked perfectly.

I've upgraded to a z fold 3 and now the watch isn't listed in the call and text on other devices menu, so when calling from the watch it uses its own unique number rather than my main number.

Both have been fly reset and I've tried restoring from backup and setting up as new devices and neither work.

I've spoken to o2 and they say it's Samsung problem, Samsung say its likely an account issue.

Personally I think my esim is still somehow linked to my old phone but I'm just guessing.

Any ideas?

[MI5]

@Diggedydawg 

Did you get a new eSim for the Z3 ?

[Diggedydawg]

I had a sim swap done to allow me to change device but the number for the esim hasn't changed  

[MI5]

You need a new eSim for a new device, so just checking to be clear that you did a sim swap to a new eSim first?

[Diggedydawg]

when I first set up the phone I copied everything directly from the note and that also brought the esim setup with it which I found surprising. 

Things didn't work then so I removed the plan and that's when I needed the sim swap to re add it

[MI5]

It sounds like the eSIm is an issue @Diggedydawg 

The eSIm pack you have allows you to reinstate the eSim 3 times on the same device, so I would try removing it and readding it first off.

[Diggedydawg]

I've tried doing that but no change. Can help but feel something needs doing at o2s end

[MI5]

@Diggedydawg 

I guess you'll need to call customer service too.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[Diggedydawg]

After spending several hours on hold I've spoken to two people. One had no idea what I was asking so went to ask for assistance,  at which point the line went dead.  Second person googled it and suggested its a Samsung issue.

Is there a way to get through to a higher level of tech support? I really can't stand the thought of sitting on hold for more hours just to get nowhere.

[MI5]

I'll ask @O2Lisa to help.