Apple Watch 10 activation

[rodasimmons]

I ordered an Apple Watch 10 from Verizon a couple of weeks ago.  The cellular is still not activated.  When I start the process on my phone to "Set Up Cellular" for the watch, I get a prompt to call the 800 # to complete the process.

Last Monday, I called support and spent 1 hour on the phone with 1st level support where we unpaired/reset the watch and started from scratch.  No luck.  I was cold transferred to 2nd level support and after another hour, I was informed that the issue was that watch's provisioning data was incomplete in their system.  They told me that an internal ticket was created and that it would be corrected and that I would receive a followup call in 2-4 days to confirm.  

I called back on Friday since nothing had changed and I had not received a call.  After another hour of troubleshooting, I was informed that the watch needed to be issued a new eSIM.  The issue is the account for the watch is a single line.  When a new eSIM is issued, a verification must be sent to another line on the account.  This is impossible with single line accounts.   I was told that Verizon is working on a process to address this issue with single line accounts - sometime in the future.  I was then told that the only way to get this resolved would be to go to a Verizon store, where they have a process that bypasses this requirement.

I scheduled an appt at the Verizon store and worked with someone on Saturday.  A call was placed to their internal support and I then went through the same process as before: unpair/reset/power off/restore.  I was told that the new eSIM request was in their queue and that it would take up to 5 hours before it was processed.  My contact info was requested and I was promised a callback later that afternoon to confirm that the watch activated.   I didn't receive a call and the watch never activated.

I've now burned about 5 hours on the phone and in the Verizon store trying to get the cellular activated.  This is unacceptable.  Any suggestions on how to proceed at this point? 

[vzw_customer_support]

Hello, rodasimmons. My apologies to hear of this issue but help is here. I have sent you a Private Message for further assistance. 

-Natasha

[rodasimmons]

Hi Natasha.  I'm still waiting for a fix on this.  Is there any chance that support could temporarily add a second line to my watch account to allow the esim verification to go through?