reference code 10 on Apple Watch

[JoaoPadilha]

Hi. 
I’ve been trying to set up my new Apple Watch Ultra and like many people before I am getting the annoying:

“Oops, something went wrong. Try again and if the problem continues call 202 for free from your O2 mobile, quoting reference code 10”

I called O2 and tried all the trouble shooting they say. Nothing works. They say they have to investigate. I don’t get it. It’s an error code so it should be listed and have a step by step in how to sort it out. Am I not right?
I have seen this being asked around here a lot but never saw the solution for it. 
I even went to an O2 store and they had no clue what to do with about it. 
Anyone been through the same and knows the solution for this? Or is the solution just to go to another provider? 

thank you in advance. 

[Speccie]

I too need help! For the past six weeks I have been stuck with the "Oops. Code 10" message on my iPhone.

My previous Series 6 Watch worked fine for two years with my Data Plan, but when I upgraded to a Series 8 six weeks ago, the Plan at first would not connect to O2, and now I can't get further than the "Oops" message. 

Six weeks ago I raised the problem with an "202" call, an "online chat", and even the help of the O2 store in Bath, but I am still stuck with that message. 

Eventually it raised a Case ID with the Cellular Case Management Team, and I was called by Nazia with instructions of what to do. Those instructions, which every time takes a couple of days to follow, did not work.

I was promised a followup call from Nazia, which never happened, and she has not responded to my emails.

I then called the 202 number again, but that was fruitless, as the agent at the other end could not understand what the problem was, and even transferred me to Apple themselves.

Six weeks ago when the problem had first arisen, I had the Watch checked out at the Apple Store in Bath, and after passing it through their service checks, declared there was nothing wrong with it.

I gather the eSIM needs to be reset for my Data Plan, but how can I get that done, when nobody either understands the problem, or responds?

[pgn]

Keep an eye on your PMs now, @Speccie as I tag @O2Georgina in - some info from you is needed to take this forwards. Good luck!

[Speccie]

Thanks. I have my fingers crossed...

[O2Georgina]

Thanks for the tag @pgn 

@Speccie  I will send you a private message now

[Speccie]

I did not want to post the Case ID here for obvious reasons, so will await an email from @O2Georgina

[gmarkj]

You will get an email notification of the PM @Speccie, but you will need to reply to it on the community.

Check the top right of the screen when you log in for a red number 1 on the envelope icon (if using desktop mode on your phone or a PC).

[Speccie]

gmarkj - It is now being dealt with privately, and I have a new Case ID number. I have my fingers crossed...

[keironwaites]

I am having the exact same issue. Have called customer services in the past and they have been able to fix this. However now they are saying there is nothing they can do and that I have to go into branch to collect an esim or call Apple. Clearly not enough training going on in this department. Plus whoever built the Apple Watch integration in the first place needs a slap, it's not fit for purpose.

[keironwaites]

Same. Could you please report back if you move provider and how it went, so that I can move to that provider as well.

[Speccie]

Eight weeks, three calls to the 202 Help line, a visit to the Apple Store to verify the Apple Watch was not faulty, half an hour with the helpful manager of the O2 store in Bath, and finally intervention by Georgina, as well as an attempt by the Technical team, finally they managed to reset the eSIM and my Series 8 Apple Watch is now connecting to O2 and can make calls.

The biggest problem I had was that the 202 Help line is staffed offshore, and run by scripts, so it is not easy to actually get directed to where you need to go, or make clear what your problem is. At one point, unbeknown to me, I was sent off to Apple themselves, and it took a minute or two to realise what was going on.

On both occasions I actually got a Case ID raised, I was not able to talk or communicate directly with the Technical team, and it was clear they had not been given the transcripts of my messages, so the person who called me back, said that my Apple Watch was not even new, and was already registered to someone else!

The Technical team does not get back to you to see if things are working, so you have to go through the whole process all over again, hoping that finally the correct procedure is followed.

The online help pages for the Apple Watch have not been updated for some time, so do not describe what you actually see. This causes confusion if you try to follow them, and at one point, I was given very precise details of how to reset the Watch and reconnect the Airtime plan, only for one step to be badly worded, and not match what you see in the Apple Watch app.

My conclusion is to persevere, ideally come here first, and elicit the help of helpful people like Georgina. Be prepared to have a lot of patience, as once you are referred to the Technical team, it can take up to 7 or 8 days from them to respond, and if that fails, you will need to start again...