Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

[Matt33]

I have been unable to enable my wi-fi calling on my iPhone 12 Pro, receiving the message "To allow Wi-Fi calling on this account, contact O2".   

I have also been unable to activate apple watch airtime through the watch app receiving the message "Your O2 account is not eligible to enable cellular on your apple watch.  Contact O2 for more information" and I have read that these may be linked 

I've called O2 but they don't know why it doesn't work.  They say Wi-Fi calling is active their end.  There is nothing on My O2 where I can see or select wi-fi calling as an option before enabling on my phone. 

Does anyone have a guess?

Pay monthly contract paid by DD

iPhone was with Vodaphone and ported across to O2 on a sim only at the end of the 24 months.

Apple watch was not bought via O2 either

[MI5]

@Matt33 

That's complete bull 

[Matt33]

Hi @pgn, 

I have seen that you have had some previous experience with Apple Watch airtime… I’m having problems with activating wireless calling which I believe is a precursor to airtime, do you have any suggestions? 

o2 have stopped responding suggesting I have incompatible firmware. 

thanks, 

[pgn]

Thanks, @Matt33 - no experience of an iPhone whatsoever, never owned one. That said, the iPhone section of this doc does contains info on o/s versions, if that helps (as your phone came from a supplier other than O2): https://www.o2.co.uk/help/network-coverage-and-international/wifi-and-4g-calling

Also are you on the latest iOS and, later, watch o/s?

As @Enlli has said, he sees no immediately obvious option in his 360-migrated to enable the setting, and, I suspect, neither do the O2 CS personnel, despite training being rolled out within O2 for the new system.

See if the above guide helps - I know my own Android model shows as "unsupported" when I run the O2 website check against my IMEI for 4G calling, needed now in several countries where 3G had been removed - so your mileage too may vary...

Good luck!

[MI5 · Accepted solution]

iPhones do not and never have had operator specific firmware, so that is completely irrelevant and total nonsense from O2.

The ONLY control factor is the carrier settings which should download when any new sim is inserted.

@Matt33 

Check your carrier setting has updated to O2 and if so, you have all you need for wifi calling to work.

I'll tag in @O2Sarah- who will be on in the morning as I'm sure she can sort the mess out for you.

[O2Sarah-]

Thanks for the tag @MI5 

@Matt33 I will send you a private message so we can check your account.