Hi @Omilee,apologies in regards to your experience so far. From what you have mentioned it seems your number sharing has been disabled and you need to setup your new watch to pair from the beginning. So we first need to make sure number sharing is active on our side and might have to reset the settings. Once this is completed you then → setup your watch again as a new watch to proceed.
Unfortunately, we don`t have access to customers profile on this public forum. If you have a social media account then please send a PM to Optus on Facebook or a DM on Twitter with the details for further assistance in this regards.