Vodacom One Number and Apple Watch - Multiple Issues

About a month ago my Apple Watch Ultra 2 stopped switching on. As this was the second time it happened, iStore replaced the watch with a new one. I used to have a Vodacom One Number linked on my watch to my main telephone number. Unfortunately, I was unable to remove the mobile plan from the watch.

Since I have received my new watch, I am unable to setup a Vodacom One Number. I followed all the steps outlined on their website as well as the steps I used to initially set it up on my first watch. Each time I get asked to log into Vodacom’s portal, which I successfully do. The Vodacom portal then shows that my Apple Watch One Number is active, but it does not link it to the new watch. I have reset the watch multiple times and even set it up ‘as new’ without restoring from the backup. iStore also tested the watch and there is nothing wrong with the mobile function preventing it to be linked to Vodacom.

I have tried numerous times to deactivate the One Number via the portal and every time it gives an error on the Vodacom portal, “Oops! We’re experiencing a technical issue.” Needless to say, I have spoken to multiple agents at Vodacom and visited the Vodacom store twice already. Every agent adds and removes an eSim, which is not correct as I cannot scan a QR code, and none are actually addressing the problem. It seems that my old One Number remains active on their system and no one can remove it in order for a new one to be linked.

The Vodacom store logged a support ticket with their technical support to remove all One Numbers linked to my profile, but after more than five days, this ticket is yet to be touched by any technical staff member. Again today, a phone call to the call centre, and the agent says I must go the physical store or remove the One Number myself. Despite explaining the situation, the agent created another eSim on my account!

Asking why technical support has not yet looked at the ticket, a simple response of “they are having issues with their systems”, and “it might take a while before they start working”. The agent continued to state that they cannot even phone the technical team as they do not have phones.

I have been with Vodacom for over 22 years, and truly, this is the first time that I have been sent from pillar to post with agents all giving different advice and steps to follow. It is extremely frustrating. If I was not tied into a contract, I would have simply moved to a provider that is capable of assisting.

If anyone else has experienced an issue similar to mine and managed to get it sorted, please, please do let me know.

On 7 September, my Vodacom statement show that I was billed for three One Number activation/ connection fees due to *********** call centre agents. I guess I can forget about getting that reversed.