Cellular apple watch: "Your account is not eligible to enable mobile service on your Apple watch"

[hbidgway]

Hello,

I recently got a Apple Watch SE (Gen 2) cellular directly from Apple. I want to add an airtime bill to my O2 account, according to the O2 website, this has to be done via the Apple watch App > Mobile Service > Set up mobile service. However, set up mobile service option is greyed out so I can't do this. 

Please see screenshot of error: https://imgur.com/a/9sGzOtj 

I went to an O2 store and the customer service rep understood the issue and advised that she could not access all of my account details but O2 customer service via 202 would help. I have now spent more than 3 hours talking to 202 and they are completely useless - they can only offer me an entirely new sim only plan with a new number/tell me its an issue with the watch and have hung up on me twice. 

I have looked through these forums and can confirm:

- I am a pay monthly customer, paying via direct debit

- WIFI calling is enabled on my device

- I have an iData bolt on enabled (can use hotspot and VMM)

At this point, the only options I have are to return the watch or leave O2 entirely and try to set up a new phone and watch contract with another provider. Is there anyone who can look into this and solve the issue with my account?

[MI5]

@hbidgway 

I'm sure you mean pay monthly and not PAYG?

Anyway, all we know is here Activate Apple Watch Guide 

message them on Social Media if that works best for you - on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[hbidgway]

Apologies, this was an error. I am pay monthly. I edited the post.

[hbidgway]

I can try social media but surely they have the same know-how as customer services?

[MI5]

@hbidgway 

They are a different UK based team.

No guarantees, but are known for being better than the offshore lot.

[hbidgway]

Okay thank you, I will try that. I've read some similar forum posts and read your responses but no one seems to have confirmed if they've ever actually resolved this issue. 

Wrt to the WIFI/4G calling, I enabled wifi calling via my iphone settings but don't see the option anywhere on MyO2 account.

From the O2 website: "

How do I enable 4G and Wifi Calling on my device

First, you'll need to add Wifi and 4G Calling to your account. It's quick and easy to do too.

For personal customers, please sign into My O2 and go to Device Details. From there, tap Wifi and 4G Calling – this is where you'll be able to add these features to your account. "

I asked customer services about that and they said their website has outdated information and that you don't actually see if under "My devices" anymore - know anything about that? How do I test if wifi calling is working (I don't really understand what it means)?

[MI5]

@hbidgway 

Yes, that is correct now.

wifi calling is on by default since everyone was changed over to the new system.

It's actually 4g calling that is required for the watch to work so if 4g stays on your screen during a call, it is working 

[Enlli]

Wifi Calling should now be automatic on all new accounts and those moved across from the legacy system 

[hbidgway]

Sorry I don't understand what you mean by 4g staying on the screen during a call?

[MI5]

@hbidgway 

The data signal indicator at the top.