I tried with both zips and it didn't work. That's why my next step will be changing billing address when I get home.
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AT&T was unable to verify your identity using the information you entered.
- Thread starter CrackerJackToy
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I tried with both zips and it didn't work. That's why my next step will be changing billing address when I get home.
I'm assuming you tried this.. but did you try the zip code for the billing address that Apple has on file?
Does the phone itself need activating or just the SIM?
What happens if you put a currently active SIM in the new phone and power it on?
I'm hoping I don't have to go through any activation hassle when mine arrives. My plan was to take the SIM from my current phone and pop it in the new phone the second I take it out of the box.
What happens if you put a currently active SIM in the new phone and power it on?
I'm hoping I don't have to go through any activation hassle when mine arrives. My plan was to take the SIM from my current phone and pop it in the new phone the second I take it out of the box.
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Putting in my old SIM card did nothing to bypass the activation screen. It just shows you have cell signal. I even got a new sim card from Simply Mac and it did nothing.
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UPDATE:
I restored the phone with iOS8... didn't help.
Here are my scenarios:
1. Wifi connection = Get 'ATT was unable to verify your identity' error.
2. iTunes connection = Get 'ATT was unable to verify your identity' error.
3. Cellular connection = Get 'It may take a few minutes to activate your iPhone', and then says 'ATT activation server can not be reached'.
Simply put, Apple blames it on ATT's activation servers. They said that one server went up in 'smoke' yesterday it was that overloaded. ATT tells me everything on their end is already activated for me, and that its a phone issue that apple must resolve. I tell Apple this, and the only thing left to do is get a new phone. But when I have a 6+, it'll be WEEKS before thats possible.
TERRIBLE EXPERIENCE.
Makes me nervous. I had to change my billing address between the time I ordered the phone until now (phone en route) because for some reason AT&T had my street name missing from their system and with paperless billing I guess I never noticed. Zip code didn't change, so maybe I'll be ok.
My plan is to use my currently active SIM card and just install it in the phone prior to powering it on for the first time. Hoping that'll prevent any issues (basically same as what Genius Bar does for a replacement service call).
^^^^^
Apple has supplies to replace phones even though customer stock is out.
I had this problem with my Verizon 6 Plus. Putting the zipcode that was the current billing one at the time of order was the issue. Even though the Verizon account was already changed back to the original billing address.
Apple has supplies to replace phones even though customer stock is out.
I had this problem with my Verizon 6 Plus. Putting the zipcode that was the current billing one at the time of order was the issue. Even though the Verizon account was already changed back to the original billing address.
Maybe, just maybe, the Apple Store has some replacement units (not retail boxes but white box service units; at this point they'll still be new and not refurbs).
Ive been on the phone with ATT now for another 40 minutes. He's on the phone with a engineer for ATT. He stated that the engineer has made some progress on this issue, but is continuing to make me hold as things progress further. He said the engineer has found some interesting issues that he's sorting out.
Lets hope this is the fix we need!
Lets hope this is the fix we need!
I was on the phone for 1.5 hrs today with ATT. They couldn't find a resolution but wrote up a claim and have escalated it as high as it can go. They said the issue should be resolved by Wednesday. Unbelievable.
Same here. Apple opened a case with their senior engineers apparently and think my phone is stuck in an activation loop. Needless to say I've had a 5.5" brick for the last 24 hours.
Interesting info. Did they mention anything about replacing the phone? Apple is supposed to call me today in a couple hours to resume are conversation from last night. Im going to ask for a replacement phone, expressed overnight to me.
I have came across a LOT of people with this error, so it would seem strange if its a phone issue. I'd like to hope it was actually an AT&T server issue.
The only reason I don't think it's an ATT issue when I went into the store, my new SIM card was activated, which I was able to test by putting it in my old phone, and all my information was correct within their systems (Billing Address, Primary Use Address, Last Four of Social). I think it may be something with Apple trying to verify their information with ATTs. When I asked for a manager, they said they were going to have to open a case with a Senior Engineer which could take 24 hours. This really is pretty ridiculous.
This is happening to me too.
I have been on the phone with Apple and AT&T, I've been to the AT&T store (by the way, all they do is call Apple) and not only has nobody been helpful, but it has been infuriating the way they just don't even seem to care, they just want to pass you on to the next person so they don't have to deal with you.
I've tried every combination of turning phones off, turning them on, zip codes I haven't used in 10 years I even tried Apple's zip code out of desperation.
If anyone figures this out, I would LOVE to have a phone again!
I have been on the phone with Apple and AT&T, I've been to the AT&T store (by the way, all they do is call Apple) and not only has nobody been helpful, but it has been infuriating the way they just don't even seem to care, they just want to pass you on to the next person so they don't have to deal with you.
I've tried every combination of turning phones off, turning them on, zip codes I haven't used in 10 years I even tried Apple's zip code out of desperation.
If anyone figures this out, I would LOVE to have a phone again!
I'm also having this issue. A senior advisor from Apple is supposed to call me in about an hour. No one knows what's going on.
I've tried activating on my iPhone 6 (wifi and cellular), in iTunes, and on AT&T's website. AT&T's website actually said it was successful in activating my phone, but all it did was deactivate the iPhone 5 I was replacing.
I've tried activating on my iPhone 6 (wifi and cellular), in iTunes, and on AT&T's website. AT&T's website actually said it was successful in activating my phone, but all it did was deactivate the iPhone 5 I was replacing.
Update
Hey all.
I am at the Apple Store and the manager said it is most likely an error with a 3rd party company they use called STI. The manager said STI is behind on activations and they've been having some issues. Any of us with this issue, the phone was probably "kicked out" of the activation process and it might take while to get activated while STI catches up on all the other activations they have.
The ATT reps I'm talking to are trying to get in contact with STI to get this issue expedited.
Just an FYI.
Hey all.
I am at the Apple Store and the manager said it is most likely an error with a 3rd party company they use called STI. The manager said STI is behind on activations and they've been having some issues. Any of us with this issue, the phone was probably "kicked out" of the activation process and it might take while to get activated while STI catches up on all the other activations they have.
The ATT reps I'm talking to are trying to get in contact with STI to get this issue expedited.
Just an FYI.
Thanks for the update. Has anyone tried going to the ATT store and swapping in a new SIM card?
AT&T was unable to verify your identity using the information you entered.
We tried when I was at the store and they don't believe SIM has anything to do with it. The new SIM card that I received activated fine, which I swapped in my old phone to test, but still wouldn't get the activation through on the new device.
We tried when I was at the store and they don't believe SIM has anything to do with it. The new SIM card that I received activated fine, which I swapped in my old phone to test, but still wouldn't get the activation through on the new device.
Yes. I did this yesterday and it didn't fix the issue.
I actually put this new sim in my iPhone 5s (which I'm using to post this message).
Just got back from the Apple Store. If there is one nearby you, you should go there. They have ATT reps helping with customer service.
So, from my previous post, one of the Apple store managers basically said "STI is having issues. You're just going to have to wait it out".
The ATT reps helping me weren't satisfied with that answer. So they call Apple Escalation and got in touch with a Senior Apple Care agent. This took about an hour and a half. Meanwhile, another ATT rep found the other store manager that was working and tried to get his help.
The Senior Apple Care agent on the phone called the Apple Store I was at and authorized a phone swap, believing that would 100% correct the issue. She was right. A technician at the Apple store swapped my phone out. I didn't have to put in my zip code or SSN or anything. I'm currently restoring my phone from a back up.
Fixed. Hope this helps you guys too!
Ok. Any peculiarities in our accounts? I know I am grandfathered in with Unlimited Data and someone earlier mentioned this as well.
Couple updates:
For me this was part of a corporate discount account, and I was asked to log into my corporate portal to accept new terms and conditions. I did this, but I still have the issue, so I don't think it's relevant, but I'm sharing in case it helps any of you.
Right now, I'm speaking with a senior specialist at AT&T's Product Management Center and they are saying this issue arises when the customer placed the order on store.apple.com and then changed the shipping address to something different from the original billing address (pulled from AT&T's servers at time of order). AT&T is saying that Apple has a special activation team set up to handle this. My senior advisor at Apple is not aware of this team, so AT&T is trying to track them down for me...
For me this was part of a corporate discount account, and I was asked to log into my corporate portal to accept new terms and conditions. I did this, but I still have the issue, so I don't think it's relevant, but I'm sharing in case it helps any of you.
Right now, I'm speaking with a senior specialist at AT&T's Product Management Center and they are saying this issue arises when the customer placed the order on store.apple.com and then changed the shipping address to something different from the original billing address (pulled from AT&T's servers at time of order). AT&T is saying that Apple has a special activation team set up to handle this. My senior advisor at Apple is not aware of this team, so AT&T is trying to track them down for me...
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