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

[Bach2011]

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?

 

[Closingracer]

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

 

[Bach2011]

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.

 

[ElBerserko]

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.

 

[Bach2011]

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.

 

[ntnwwnet]

I'm having this same problem too. It is just a problem on TMobile's end?

 

[LuissCM]

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?

 

[akil316]

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?

 

[LuissCM]

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?

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

 

[rnelan7]

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

 

[ntnwwnet]

Has anybody tried getting a new Apple SIM from an Apple Store?

 

[jmwils1]

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.

 

[Kendo]

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.

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?

 

[ctg7w6]

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.

 

[Septembersrain]

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?

 

[ntnwwnet]

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.

Me
11/12/14, 13:32
I’m trying to activate my iPad Air 2 and I keep getting this error. AT&T & Sprint work fine. cl.ly/YUjs/image.jpg

T-Mobile USA (@TMobileHelp)
11/12/14, 14:54
Oh dear! Did you use a new SIM after trying it with AT&T? *JWW

Me
11/12/14, 15:26
Never actually activated with the other carriers. Just checked to see the plans.

Me
11/12/14, 15:26
T-Mobile option doesn’t even show plans.

Me
11/12/14, 15:27
I’m not the only one with this problem: forums.macrumors.com/showthread.php… And your support staff has no idea either.

T-Mobile USA (@TMobileHelp)
11/12/14, 18:14
It sounds like the link that Apple has set up in there is taking you to non functional site. You can check out the rate plans here: ... 1/3

T-Mobile USA (@TMobileHelp)
11/12/14, 18:14
...t-mo.co/1lWg2cg Or you can go into Settings>Cellular Data> tap Set Up Cellular Data > Select Carrier "T-Mobile" > you... 2/3

T-Mobile USA (@TMobileHelp)
11/12/14, 18:14
...should be able to view the plans directly from there! Hope this helps! *JL98 3/3

Me
11/12/14, 18:17
I’m not looking to set up a monthly data plan. I’m simply trying to use the 5 GB for 5 months for $10 promo that’s running for the new iPads

Me
11/12/14, 18:18
This is the promo I’m trying to activate: cdn.geardiary.com/wp-content/upl…

Me
11/12/14, 18:18
I’ve been trying to set it up by going to Settings > Cellular Data > Set up Cellular Data > Tmobile

Me
11/12/14, 18:19
I can see the plans for AT&T & Spring just fine, but if I select TMobile I get the error I’ve screenshotted above.

Me
11/12/14, 18:46
Here are screen shots of the the steps I’m taking:

Me
11/12/14, 18:48
imgur.com/a/eBmDq

Me
11/12/14, 18:49
I can see data plan options for AT&T and sprint just fine: imgur.com/a/BNOWm

T-Mobile USA (@TMobileHelp)
11/12/14, 21:43
Hi! We want to assist with this! Can we please get your phone number and account verification information? Thanks! *TJ

Me
11/12/14, 21:44
I don’t have a T-Mobile account. I’m only trying to activate my iPad on a pay as you go plan.

T-Mobile USA (@TMobileHelp)
11/13/14, 07:12
Thank you for clarifying. In order to qualify for our 5GB for 5 Months at $10 promo, you would need to have an active post-paid voice... 1/2

T-Mobile USA (@TMobileHelp)
11/13/14, 07:12
...line. For more information, check out: t-mobile.com/landing/free-m…. Please let us know if you have further questions. *JP 2/2

Me
11/13/14, 07:30
That’s not true at all.

T-Mobile USA (@TMobileHelp)
11/13/14, 10:00
Hey! Thank you for the screen shots and we are currently researching this pass for you. I will get back to you through here when I... 1/2

T-Mobile USA (@TMobileHelp)
11/13/14, 10:00
...have more info. Thank you for your patience. *AF 2/2

T-Mobile USA (@TMobileHelp)
11/13/14, 10:21
Hi! We found that this pass is exclusive to certain iPad models. Which iPad do you have an what is the TAC code? *AF

T-Mobile USA (@TMobileHelp)
11/13/14, 10:35
Where did you purchase your iPad? Is it a T-Mobile branded iPad? *AF

Me
11/13/14, 10:42
Purchased from Apple Store. iPad is an iPad Air 2.

Me
11/13/14, 10:42
My problem is this: I can not see ANY available plans. None. The process errors out.

Me
11/13/14, 10:42
As the screen shots show…

T-Mobile USA (@TMobileHelp)
11/13/14, 10:48
Thank you! Your screen shot shows you attempting to click on the exclusive plan, not the other link. What's the IMEI for the iPad?... 1/2

T-Mobile USA (@TMobileHelp)
11/13/14, 10:48
...Does it have a T-Mobile SIM? What is the SIM number? *AF 2/2

Me
11/13/14, 10:49
The other link produced the same error. The iPad has an Apple SIM.

T-Mobile USA (@TMobileHelp)
11/13/14, 11:09
Thank you! From your screen shot it looks like you are on WIFI. You will need to turn that off in order to activate the T-Mobile... 1/2

T-Mobile USA (@TMobileHelp)
11/13/14, 11:09
...plans. Please let me know if that resolves it and lets you see all the plans. *AF 2/2

Me
11/13/14, 11:09
Tried that too. Still gives the same error.

Me
11/13/14, 11:10
Again, I’m not the only one with this problem. forums.macrumors.com/showthread.php…

T-Mobile USA (@TMobileHelp)
11/13/14, 12:31
Thank you! The next step is to call into our Pay in Advance department to get it manually activated for you. They will need the CSN... 1/2

T-Mobile USA (@TMobileHelp)
11/13/14, 12:31
...from the device to get it activated. The number to call is 1-877-778-2107. *AF 2/2

Me
11/13/14, 16:00
Just tried that. They couldn’t understand what I was trying to do. They kept telling me I had to buy a T-Mobile SIM.

Me
11/13/14, 16:00
Can you guys send me a T-Mobile SIM?

T-Mobile USA (@TMobileHelp)
11/13/14, 18:29
In order for this to work you will need to purchase a T-Mobile SIM. You can purchase them here: t-mobile.com/accessories.ht… or at a local... 1/2

T-Mobile USA (@TMobileHelp)
11/13/14, 18:29
...store. *NB 2/2

Me
11/13/14, 18:32
This is gotten quite frustrating. The problem is obviously on Tmobile’s end and I’m not the only one with this problem.

Me
11/13/14, 18:32
I’m just going to activate with AT&T and call it a day. At least their sign up/activation page works.

 

[ctg7w6]

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.

 

[Rigby]

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.

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).

 

[rnelan7]

I provided the activations people with the iccid number located in general-> about. A rep told that is the sim number.

 

[Bach2011]

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.

 

[jmwils1]

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.

 

[jmwils1]

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.

 

[ntnwwnet]

They've fixed it! And it seems they take from the 5 GB plan only after the 200 MB/month free plan has expired.

 

[Bach2011]

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.

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.

 

[sethtc]

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?

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.