Apple Watch cannot connect to e-SIM

[Siana]

When re-setting up my Apple Watch (which has worked with my o2 eSIM for months), after having to wipe and reset the watch to fix and unrelated fault, I went through the Mobile Service set-up process to connect the Apple Watch to my o2 e-SIM. This process via the Watch app on my iPhone takes you to an o2 screen and I receive this error message “Oops , something went wrong. Try again and if the problem continues call 202 for free from your o2 mobile, quoiting reference code 10’.

The call centre attendant had no idea what I was talking about and I asked to be put through to someone more senior or the complaints department. I am yet to hear back. This error message appears repeatedly every time I try to connect my Apple Watch the o2 e-SIM. It’s clearly an o2 versus Apple fault because its an o2 error message from an o2 landing page. 

So right now I am paying for an unusable service and I am pretty *bleep* off that I cant seem to get any help.

[MI5 · Accepted solution]

@Siana 

Your watch esim needs resetting.

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

[Breanna]

Hi @Siana were you able to get in touch with O2 to do a reset?

[Siana]

Was a nightmare experience. Every agent I spoke to had no idea how to do an e-sim reset for watch. In the end someone worked it out, but they literally said to me ‘thanks for calling I learnt something new today’. Why are the o2staff not properly trained on something so common. This problem will occur with every reset of an iPhone and Watch combo and must happen most upgrade scenarios too. Very poor.

[Breanna]

@Siana Thanks for letting us know how you got along. I will definitely feed this back to O2.