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 

[Matt33]

@MI5 Not there... and I have no device name under my mobile number 

[MI5]

@Matt33 

You must be on the new system. I'm not yet.

I think @Enlli is so can maybe advise as to where to find it?

[Enlli]

On my 360 there is no device information but that is probably due to it being my own handset not supplied by O2.

I've searched everywhere for the WiFi Calling option and it's not there

[MI5]

Ah, another huge step forward then 🙄 

@ColinO2 how to customers on 360 control their wifi calling options please?

[Matt33]

Hi @ColinO2,  do you have any info on activating wi-fi calling on the new My 02 portal?

-Thanks 

[Matt33]

Hi @MI5 

I have spoken to customer support again and they have now said that they are trying to add the bolt on their end, but they are receiving an error.  

They have advised that it’s been referred to the tech team and should take 5-10 days to be looked at.  In your experience is this a realistic timeframe/solution?

thanks, 

[MI5]

Not unexpected these days unfortunately @Matt33 

[Matt33]

Hi @MI5,

No one has come back to me after the 5-10 days, the latest twitter exchange over 8 days has ended with them saying the firmware I have doesn’t support these features. 

Is that pretty final as you are aware? 

thanks for your help this far.