Applewatch and Onenumber connectivity

[Thomostash]

So, I took the plunge and purchased an Applewatch Ultra 2 from Vodafone, local store set me up with a new Onenumber plan (with a different phone number?). Told me to wait 24 hours for my Watch was available to use on Celllular. Was told I didn't need to do anything.

New eSIM downloaded to my phone automatically, nothing happening on my Watch. 3 day over 1.5 hours with 191 getting moved around, nobody seemed to know where to transfer me or what to do. Utterly useless.

Day 4 another 1.5 hours on the phone, after trying a few technical things (re-start of watch, SIM out of phone etc) I was they would try a disconnection/re-connection). However that wouldn't happen for another couple of days. Contacting Vodafone on twitter, said some soothing words but no real progress. 

Yesterday, somebody was meant to call me to arrange disconnection/re-connection. No call, twitter support said they would carry this out. Message this morning, all completed.....but still no connection on my Watch.

Ive now tried to add a connection via the watch app and Onenumber, added a subscription with the plan associated with the eSIM. Now I think Ive added an extra subscription and will get charged extra.

Pulling my hair out now, no idea what to do....no real help from Vodafone. Im now considering returning the watch and cancelling my eSIM contract. Should have looked on these forums beforehand seeing the number of issues with this all over the place.

Can anybody help? Ive been with Vodafone for 25 years and never experience customer service as horrific as this.

[Thomostash]

Still waiting, I’ve now been told they need to try a disconnection/reconnection again. Tried it and now there is a problem with an old order stopping the reconnection……so still no solid date or real idea of when this will be sorted. Again the issue has been escalated to the mythical ‘back office’ team.

[Thomostash]

The plot thickens. Ive now been told they can't reconnect me due to an un-explained problem with the order. Ive now been told to go and purchase a new One number myself.

Utterly appalling customer service. Ive now waited 2 weeks, wasted countless hours of my time to be told to go and buy a new plan myself. This will be the last contract, phone or watch I will ever have with Vodafone, in my 25 years of being with them Ive had loads of great customer service, its really sad to see how far these have dropped.

[Thomostash]

Ive been sent a link to sort out my own One number plan, link won't even let me go to the plan without selecting a device first.....a device I already have after purchasing it from my local Vodafone shop. My mobile number airtime plan isn't eligible for One number connectivity.

No real advice on how to set it up now I have the device already. Now the only option I feel I have now is to return to the shop, hand the device back and cancel the device plan. 

[WelshPaul]

You should have returned it sooner. If you’re over the 14 day cooling off period expect further issues cancelling. 

[Andy]

Hi @Thomostash 👋 I do apologise you're still facing these issues with your OneNumber plan. If when signing back up you're faced with the message that your plan isn't eligible, our sales team should be able to help get this added for you manually, they can be reached by calling 191 from a Vodafone mobile or via webchat here.

[Thomostash]

The sales team have answered. However the only option I had was a rolling contract for a higher amount than my initial contract when I purchased the watch from Vodafone.

No offer of any sort of compensation for the 2 weeks of hassle Ive had to deal with over this.

[Thomostash]

Customer service are now looking at a discount once the connection is complete and everything is working.

[Effie]

That's good to hear @Thomostash I'm glad they're looking into that for you. If you need any further help with anything, please do let us know. 

[Thomostash]

Update,

After contacting the sales teams myself I managed to setup a new One number subscription. Customer service have seemingly managed to apply the discount so I am paying the same amount as previously but 24 hours later I still have no mobile service on my Applewatch.

Email and Message received saying subscription was enabled and I can start using. No better. Contacted customer service again to be be told my EID number was being updated on the One number plan, this is despite my supplying the EID on multiple occasions to various people including the sales agent who processed my new One number subscription.

Told to re-pair my phone (Ive already done this multiple times during this whole process) after the EID number is added and the order is now COMPLETE. Still no different. So now I have been told to wait ANOTHER 24 hrs and if it's not sorted by them this issue will be escalated to the 2nd Line technical team. It should be noted that the issue now is exactly the same as the one I had initially. As in the Smart watch was registered on the One number plan but for some reason doesn't want to download to the Watch.

Not entirely sure what to expect from now, also not too sure why it has taken nearly 3 weeks for an escalation to the 2nd level technical team.........I am now at the point of just laughing at the ridiculousness of it all.

[Thomostash]

I would add the people I have been in contact with over the last few days have been courteous and are obviously trying to help.