Carrier Air2 cannot activate T-Moblie data plan with Apple Sim

Discussion in 'iPad' started by Bach2011, Nov 10, 2014.

  1. Bach2011 macrumors member

    Joined:
    Aug 2, 2011
    #1
    Just picked up a new iPad Air 2 64GB Cellular yesterday and could not activate T-Mobile data plan. It went to the screen of Getting Connected and the next is we're sorry blah blah. I went to Apple store and the tech swapped with a new Apple Sim which didn't work. He had tried restore to factory setup and then gave me a new iPad. It still didn't work and he had no idea. I was sent to T-Mobile shop nearby and they had no idea.

    I went back to Apple store and was told by another Genius that she could not activate any T-Mobile plan since 3 pm on 11/9. I have tried many times until now and still could not get connected. Any experience the same?
     
  2. Closingracer macrumors 68020

    Joined:
    Jul 13, 2010
    #2
    You have an account with t-mobile already? I did when I had my iPad and had to give them some other number and worked. I would just talk to customer service
     
  3. Bach2011 thread starter macrumors member

    Joined:
    Aug 2, 2011
    #3
    I have T-Mobile prepaid login, not post paid. I have used 200 MB free SIM in my old iPad Air with no problem though.
     
  4. ElBerserko macrumors member

    Joined:
    Jun 30, 2007
    #4
    I had the same problem. After a couple days trying to get it to work and a failed attempt calling T-Mobile, I eventually put in an unactivated T-Mobile nano-sim that I had laying around. With the T-Mobile sim, the iPad aparently goes through a different setup process and I was able to sign up and even choose the 5GB/150 day pass. Whatever the Apple sim is hitting on T-Mobile's side seems to be having issues.
     
  5. Bach2011 thread starter macrumors member

    Joined:
    Aug 2, 2011
    #5
    I got it work out yesterday. I had to call T-Mobile and had them activate. When I called T-Mobile on Sunday, all the rep whom I spoke with had no idea. But during business hours, CS seem to know what I want right away.

    I was asked for CSN number then I could not be able to choose 5GB/150 days plan. Called back and was told that I had to pay first. Still no promotion. Called back, the lady told me that IMEI number is incorrect. She corrected all and I hope everything is ok now.

    Two new TMobile sims didn't work on Friday so they are sending me new ones. I should receive them tomorrow.
     
  6. ntnwwnet macrumors 6502

    ntnwwnet

    Joined:
    Aug 11, 2006
    #6
    I'm having this same problem too. It is just a problem on TMobile's end?
     
  7. LuissCM macrumors newbie

    LuissCM

    Joined:
    Nov 11, 2014
    Location:
    Alabama
    #7
    Same Error

    Any solution for this problem? I called T-Mobile but they don't have any idea about Apple Sim, maybe we have to go to the store?:mad:
     
  8. akil316 macrumors member

    Joined:
    Dec 17, 2013
    #8
    I was able to activate my apple sim with the t-mobile $10/5gb plan. The process didn't take long, maybe the sim cards are bad?
     
  9. LuissCM macrumors newbie

    LuissCM

    Joined:
    Nov 11, 2014
    Location:
    Alabama
    #9
    I can check al the information with the other two carriers but when I select T-Mobile, I got the error every time I press get connected :confused:
     
  10. rnelan7, Nov 12, 2014
    Last edited: Nov 12, 2014

    rnelan7 macrumors 6502

    rnelan7

    Joined:
    Nov 9, 2009
    Location:
    Boise
    #10
    I'm having this same issue also, every rep I've talked to provides no answers or help

    Edit: I just called T-Mobile again and they had to manually add the data plan on my account. data is now activated on my iPad air 2
     
  11. ntnwwnet macrumors 6502

    ntnwwnet

    Joined:
    Aug 11, 2006
    #11
    Has anybody tried getting a new Apple SIM from an Apple Store?
     
  12. jmwils1 macrumors newbie

    Joined:
    Jun 16, 2014
    #12
    I bought an air 2 yesterday and am also unable to activate through T-Mobile on the iPad through cellular setup. I do not have an existing account with T-Mobile. I called them and the rep told me they are unable to activate the apple sims and that i would have to buy one from them for $10.
     
  13. Kendo macrumors 68000

    Joined:
    Apr 4, 2011
    #13
    I have the same problem. Just to confirm, you are able to get the 5GB $10 pass when you used the T-Mobile SIM? Was it readily available to select or do you have to call T-Mobile?
     
  14. ctg7w6 macrumors regular

    Joined:
    Oct 23, 2014
    #14
    I just did this three days ago.

    If you let them transfer you to Activations, the people there will be unable to help you. They all speak Indian or Spanish and are completely unable to help.

    Stick to regular customer service and ask to not get transferred to Activations. When they ask for the SIM card number, give them the CSN number on the back of the iPad box or under settings. It is a really really long number. The number on your sim card WILL NOT WORK. It is too short for their systems. The Sim card number is actually part of the CSN number.

    You won't be able to sign up through the iPad interface, it requires a call to Tmobile.

    Whatever you do, YOU DO NOT NEED A TMOBILE SIM. They will keep telling you to go to a store and get one, blah blah, blah. You do not need to, they are simply wrong.

    Hopefully this thread and this post helps someone, because I searched all over the internet for help three days ago.

    Oh yeah, they probably need to actually activate the data line for you before the whole process will work. Whatever you do, do not get transferred to Activations. They will even go confirm with a supervisor that you need a Tmobile SIM. They are incredibly incompetent, and easily the worst part of Tmobile customer service. Extremely dissatisfied with Activations.
     
  15. Septembersrain Contributor

    Septembersrain

    Joined:
    Dec 14, 2013
    Location:
    Texas
    #15
    That's weird. I just got Mini on the 26th of last month. Bought it from the Apple store, took it to T-Mobile and they just activated it and put me on that 5GB data match plan.

    Perhaps it's just a system wide issue right now?
     
  16. ntnwwnet macrumors 6502

    ntnwwnet

    Joined:
    Aug 11, 2006
    #16
    I've been trying to deal with Tmobile's support on Twitter and they just don't understand that the problem is with their sign up page. I've been told that I have the wrong iPad, the wrong SIM card, and am signing up for the wrong plan. Not once have they acknowledged the problem is on their end.

    I've signed up for AT&T and added my iPad to my plan. Tmobile isn't going to get far with such terrible customer service.

    My (circular) chat with Tmobile is quoted below.

     
  17. ctg7w6 macrumors regular

    Joined:
    Oct 23, 2014
    #17
    I already told you all how to do it in my first point above. Just do what I said and you will have your iPad activated on tmobile.
     
  18. Rigby macrumors 601

    Joined:
    Aug 5, 2008
    Location:
    San Jose, CA
    #18
    Trying to resolve such issues with level 1 support usually isn't productive. You could just as well talk to a loaf of bread. ;)

    This is clearly some kind of SIM activation issue. It used to work just fine a couple of weeks ago, and I can still see the page with the T-Mobile plans with my activated Apple SIM (200 MB free plan).
     
  19. rnelan7 macrumors 6502

    rnelan7

    Joined:
    Nov 9, 2009
    Location:
    Boise
    #19
    I provided the activations people with the iccid number located in general-> about. A rep told that is the sim number.
     
  20. Bach2011 thread starter macrumors member

    Joined:
    Aug 2, 2011
    #20
    When I called the number provided at the error screen, CS seemed to have no clue on what I wanted. When it's solved, I called 611 number from my T-Mobile phone during regular business hours and all 3 times that the CS knew what to do right away.

    I was told that the problem is the device was not recognized as Air2 on their system. It showed up to them as a generic device. When I called 1800 number, they kept asking for my mobile number or ICCID which, of course, not available since the SIM has not been activated yet. They told me the SIM number is CSN number.
     
  21. jmwils1 macrumors newbie

    Joined:
    Jun 16, 2014
    #21
    I have called around 10 times now over several days and spoken with a number of people. I got a variety of responses from "we don't offer any plan that is 5GB for 5 months for $10" to "you need to buy a sim from Tmobile".

    No matter what number I call I end up getting transferred to New Accounts/Prepaid Activation. I have asked for Customer Service and have not had luck with this as I am promptly transferred back to prepaid activation

    If someone who has had success with this could post the phone number and exact prompts you used to speak with someone who can set this up I would appreciate it.

    At this point given their poor customer service I am not sure I want to use this company despite the enticement of 200mB data for life.
     
  22. jmwils1 macrumors newbie

    Joined:
    Jun 16, 2014
    #22
    I tried calling again and this time. I was asked for the SIM number and provided the CSN. I was told this wasn't a SIM and was asked for the number on the card. I explained that this was a new iPad purchased from apple and it didn't have a card. The agent immediately asked if I was trying to activate a new Air 2 with the 5GB for $10. He asked for my CSN, my IMEI, date of birth and area code that I preferred. After providing this he said my SIM was showing as a phone SIM and not a tablet SIM and he couldn't activate this. While he was saying this however, it showed up on the top left that I was now on Tmobile with 3 of 5 signal strength. I explained this to him and said he must have done something as my SIM choices changed. He told me he hadn't done anything at all. I then explained that he must have because where I could previously choose between all 3 carriers, I am now limited to Tmobile or Sprint only and it was showing me as on the Tmobile network. I was still unable to add a plan. He couldn't help so he transferred me to another agent. He asked for my account number. I explained that I was never given one. He then transferred me to an Apple specialist. At this point I was mad as they have altered my SIM and locked out ATT as a data provider. However after a total of 72 minutes between the 3 agents, they were able to give me a phone number and setup an account.
     
  23. ntnwwnet macrumors 6502

    ntnwwnet

    Joined:
    Aug 11, 2006
    #23
    They've fixed it! And it seems they take from the 5 GB plan only after the 200 MB/month free plan has expired.
     
  24. Bach2011 thread starter macrumors member

    Joined:
    Aug 2, 2011
    #24
    That's what happened to me after the first CS activated the SIM. I could not see 5GB plan, I called back and was told that the device showed on their end as a regular device, not Air2. The CS told me that the IMEI is not correct on their end. After she fixed it, it worked but I don't see 200MB message (may be I have to wait until finish 5GB). Now it shows only T-Mobile and Sprint options.

    Another option is to get a T-Mobile SIM with 200MB free. I just got mine by mail yesterday (but the delivery time was almost 2 wks!) and could be able to activate right away. It shows 200MB free and an option to purchase on demand for 5GB/150 days for $10. I was told by T-Mobile FB that I can also get this SIM at any of their store.
     
  25. sethtc macrumors newbie

    Joined:
    Mar 29, 2016
    #25
    So, I had the same problems. Called T-mobile, gave the Apple sim card number and all the people at T-mobile were having major issues with it. "that's not the sim card number".

    What I found out is the number printed on the Apple SIM cards is NOT the Sim card number. It's essentially a useless number for activation.

    Here's what to do
    , to get the apple sim card number. Call prepaid activations (if you are going for a prepaid iPad plan) or activations department. Tell them you have an apple iPad that you want to activate with it's apple sim card for a plan. "what's the sim card number?" they will ask. You say, "I don't have it, but I was told you have a tool for deriving the number." Ask them to use their CSN/Sim number tool to get the number. You will give them the CSN number located in Settings / General / About, then they will be able to get the sim card number of that apple sim, and tell it to you, or just setup your account for you.

    NOT as simple as it should be, but it works. I hope that my many hours on hold and getting hung up on, and forwarded around, will benefit you all.
     

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