ATT doesn't let me activate my phone (Upgrade SWAP) (UPDATE)

[krad]

This is basically the same position I am in. I've AT&T several and (like you) have been told two different things. I went to the AT&T store yesterday and spoke with a couple of different guys, who told me that the best thing to do for an upgrade swap is to have it done at the AT&T store but that it is definitely possible to do it at the Apple store, via calling AT&T. I'm going to print out http://www.wireless.att.com/learn/articles-resources/iphone4upgradesupport.jsp and bring it with me to show the Apple rep what exactly it is I want to do just in case.

Hopefully it'll work out for us!!

Haha, I printed it out too! Good luck!

 

[cmcclure16]

So I ended up going into the AT&T store to have them give me a new microSIM (I called ahead of time and she told me it would cost $15, however we walked away with it for free). Anyways, apparently the guy was having issues getting it to activate because their computer did not have iTunes 9.2 on it, so he said to just connect when I get home and all should be good. Well... I just got home, and despite him giving me a brand new microSIM, iTunes is STILL showing the original number that the line was upgraded on. This is just so frustrating.

 

[drporf]

I called ATT before even opening the box. Gave them my info regarding the swap and then I connected to itunes. This worked like a charm..

 

[fishkorp]

UPDATE: I fixed mine myself. Since the SIM was already "registered" to the number but the phone wouldn't activate, I put the SIM in the already-activated iPhone 4 and it just worked. So I put the SIM from that one in the unactivated phone and activated it. Then swapped the SIMs back. Now both phones are activated and working fine.

 

[hpnas]

UPDATE: I fixed mine myself. Since the SIM was already "registered" to the number but the phone wouldn't activate, I put the SIM in the already-activated iPhone 4 and it just worked. So I put the SIM from that one in the unactivated phone and activated it. Then swapped the SIMs back. Now both phones are activated and working fine.

Huh, this doesn't make sense

 

[hpnas]

The way mine worked was that it had to be activated, but not set up yet. Follow everything on iTunes to the point where it asks if you want to restore from backup or set up as a new phone. I disconnected it, and at that point ATT should just need your sim number (ICCID) and the instructions of which phone number the phone should be using. Reconnect and you're golden.

Won't that de-activate my fiancee's phone?

 

[xxMACxx]

I ordered my wife's from Apple, but I don't think it mattered. I think the key to getting it activated was having an "unactivated" sim in the phone. Apparently the person at the AT&T store tried to tie the sim cards to my phone, which caused some of the problems. I had to go back and get andunactivated sim, which allowed me to get the phone activated thru iTunes. After that, I needed another unactivated sim(and another trip to the frickin AT&T store) which allowed the AT&T rep to change the phone to the number I wanted. I also needed an unactivated regular sim to allow me to give my wife's 3GS to our daughter, replacing her 3G.

I spend a couple hours at the AT&T store and McDonalds parking lot(because they have free wifi now, and the AT&T store was useless for activating the phone).

As some have eluded to here, conflicting directions were given and AT&T was just not sure how to handle this.

A long night, with a happy ending though.

 

[johnhirsch]

So I ended up going into the AT&T store to have them give me a new microSIM (I called ahead of time and she told me it would cost $15, however we walked away with it for free). Anyways, apparently the guy was having issues getting it to activate because their computer did not have iTunes 9.2 on it, so he said to just connect when I get home and all should be good. Well... I just got home, and despite him giving me a brand new microSIM, iTunes is STILL showing the original number that the line was upgraded on. This is just so frustrating.

This is exactly the same scenario as I am in. Thinking about following the directions in iTunes about setting it up with the number it was ordered on, but worried that my wife's number would then be de-activated.

 

[fishkorp]

Huh, this doesn't make sense

I got 2 iPhone 4s. Both were ordered using the same upgrade (system glitch). 1 was ordered from AT&T, the other from Apple. The one from AT&T I activated using the number that the upgrade was for. That was painless and took a minute or 2. The phone from Apple is the one I wanted to do the upgrade swap on. I called AT&T to swap the info and they said I was good to go. iTunes would still not let me activate it with THAT number since it was purchased with a different number (which already had a newly activated iPhone 4). After numerous phone calls, they told me I'd have to go to AT&T tomorrow to get a new SIM. However, since I already had 1 activated iPhone 4 and supposedly the SIM in the other one was already setup for the other phone number, I figured I'd try SIM swapping myself. So I took the SIM that AT&T swapped and put it in the already-activated phone. That phone continued to work with the new number. I then put the upgrade-line SIM in the unactivated phone and activated it via iTunes. It saw it belonged to the correct number and let it activate. I then swapped SIMS again, because the new phone was for the swap number (I already installed all my stuff on the other phone for my number). My situation is probably more unique than most, since it involves 2 iPhone 4s bought using the same upgrade.

 

[hpnas]

This is exactly the same scenario as I am in. Thinking about following the directions in iTunes about setting it up with the number it was ordered on, but worried that my wife's number would then be de-activated.

Pretty sure it will be

 

[hpnas]

I got 2 iPhone 4s. Both were ordered using the same upgrade (system glitch). 1 was ordered from AT&T, the other from Apple. The one from AT&T I activated using the number that the upgrade was for. That was painless and took a minute or 2. The phone from Apple is the one I wanted to do the upgrade swap on. I called AT&T to swap the info and they said I was good to go. iTunes would still not let me activate it with THAT number since it was purchased with a different number (which already had a newly activated iPhone 4). After numerous phone calls, they told me I'd have to go to AT&T tomorrow to get a new SIM. However, since I already had 1 activated iPhone 4 and supposedly the SIM in the other one was already setup for the other phone number, I figured I'd try SIM swapping myself. So I took the SIM that AT&T swapped and put it in the already-activated phone. That phone continued to work with the new number. I then put the upgrade-line SIM in the unactivated phone and activated it via iTunes. It saw it belonged to the correct number and let it activate. I then swapped SIMS again, because the new phone was for the swap number (I already installed all my stuff on the other phone for my number). My situation is probably more unique than most, since it involves 2 iPhone 4s bought using the same upgrade.

Sounds confusing but glad it worked. Don't think most people here have 2 iPhone 4's to play around with.

 

[hpnas]

I ordered my wife's from Apple, but I don't think it mattered. I think the key to getting it activated was having an "unactivated" sim in the phone. Apparently the person at the AT&T store tried to tie the sim cards to my phone, which caused some of the problems. I had to go back and get andunactivated sim, which allowed me to get the phone activated thru iTunes. After that, I needed another unactivated sim(and another trip to the frickin AT&T store) which allowed the AT&T rep to change the phone to the number I wanted. I also needed an unactivated regular sim to allow me to give my wife's 3GS to our daughter, replacing her 3G.

I spend a couple hours at the AT&T store and McDonalds parking lot(because they have free wifi now, and the AT&T store was useless for activating the phone).

As some have eluded to here, conflicting directions were given and AT&T was just not sure how to handle this.

A long night, with a happy ending though.

If I bring my iPhone 4 into AT&T and get an "unactivated" microsim (which I think is the issue), will they be able to activate the phone in the store using iTunes? I plan on going during work and so would prefer not to wait until the end of the day only to find out the "unactivated" microsim still references the incorrect upgrade #

 

[xxMACxx]

If I bring my iPhone 4 into AT&T and get an "unactivated" microsim (which I think is the issue), will they be able to activate the phone in the store using iTunes? I plan on going during work and so would prefer not to wait until the end of the day only to find out the "unactivated" microsim still references the incorrect upgrade #

No, and that really pissed me off. They claimed they can't do anything there. I anticipated this, and brought my wife's macbook with us, but with no wifi available it didn't help. That's why I ended up driving about a half a mile to the McDonald's to try activating it before returning home, which was about 7 miles away. Needless to say, I still had to make 1 more trip back to the store after returning home to finally resolve everything.

Maybe other stores would be able to, but mine was pretty useless.

 

[hpnas]

No, and that really pissed me off. They claimed they can't do anything there. I anticipated this, and brought my wife's macbook with us, but with no wifi available it didn't help. That's why I ended up driving about a half a mile to the McDonald's to try activating it before returning home, which was about 7 miles away. Needless to say, I still had to make 1 more trip back to the store after returning home to finally resolve everything.

Maybe other stores would be able to, but mine was pretty useless.

At this point AT&T has managed to turn off the service on my 3G and transfer my IMEI and ICCID numbers to my iPhone 4 but iTunes still shows the upgraded #

I seriously don't even know the best course of action at this point. I don't want to activate using the upgraded # as I know it will screw up more things

 

[King JS3]

All you have to do is call AT&T before connecting to iTunes. Give them your IMEI number and ICCID number. After you hang up with them plug it into iTunes and it will detect the new phone number.

I don't understand why everyone is having to drive to pick up sim cards and what not...

I did this all from my home over the phone....

Well lucky you

 

[emaja]

All you have to do is call AT&T before connecting to iTunes. Give them your IMEI number and ICCID number. After you hang up with them plug it into iTunes and it will detect the new phone number.

I don't understand why everyone is having to drive to pick up sim cards and what not.

Well, AT&T was not prepped on how to do this. I called them before I even ordered and they told me to activate the phone, then call them. Silly me - I listened. Today when I had the problems, I called and again the reps were clueless.

I know someone who works at my local AT&T store, so I called him and he told me that he could take care of it for me, but since the SIM on the new phone was activated I needed new SIMs and had to come into the store.

 

[cmcclure16]

At this point AT&T has managed to turn off the service on my 3G and transfer my IMEI and ICCID numbers to my iPhone 4 but iTunes still shows the upgraded #

I seriously don't even know the best course of action at this point. I don't want to activate using the upgraded # as I know it will screw up more things

I'm in the same boat, even though I went to the AT&T store and got a NEW microSIM tied to the number I want. So I called back and they just directed me to call Apple, so then Apple just tells me to wait until tomorrow because AT&T's system isn't up to date. It's beyond me how the number that my card is tied to and what iTunes reads it as is differing because of their system not up to date.

 

[johnhirsch]

Anyone had any additional luck. I went to an AT&T store this morning to try again and no go.

 

[dave006]

Anyone had any additional luck. I went to an AT&T store this morning to try again and no go.

A few more details will help in the debug process.

Please use caution as you may indeed cause your wife's SIM to be deactivated in the process if anyone makes a mistake.

It would be best make sure that you cleary explain what has been done:

1. Purchased at Apple?
2. What steps did they try?
3. Did you at any point try the iTunes activation and does it display your wife's phone number in the activation screen?
4. Did you provide the IMEI and the ICCID and ask that they be both moved to your line ( you will need to provide them your phone number)?
5. Have you tried to power off the iPhone, wait 2 minutes and then power it on again?

What is currently displayed on the iPhone 4, does is ask you to connect to iTunes?

Have the AT&T RSC rep activate a new Mini SIM on your line and then snap it down to the Micor SIM form factor ( they should have the new SIM packaging available).

Finally, did you try powering off both your iPhone and the iPhone 4 while the rep was making changes?

The true Upgrade Swap is very easy and I did it twice yester day by calling Customer Care and in less then 3 minutes all was well on the donor phone and the line that I wanted to reuse the iPhone 4 on.

Dave

 

[johnhirsch]

A few answers to your questions (thanks for helping by the way)...

1. Purchased at Apple online
2. Tried changing the IMEA and ICCID over the phone before plugging into iTunes. Att claimed the switch was made. Still brought up my wife's number on the iTunes activation screen.
Then went to an ATT store last night to get a different sim. They gave me one but claimed they couldn't activate until today. Activation on my computer gave me the same iTunes activation screen with my wife's number on it. Then went to ATT this morning and tried activating using an already activated sim, a new sim, and pretty much anything else we could think of. No go.
3. Have tried powering the phone on and off. Have tried a different iTunes account.

 

[foolio]

A few answers to your questions (thanks for helping by the way)...

1. Purchased at Apple online
2. Tried changing the IMEA and ICCID over the phone before plugging into iTunes. Att claimed the switch was made. Still brought up my wife's number on the iTunes activation screen.
Then went to an ATT store last night to get a different sim. They gave me one but claimed they couldn't activate until today. Activation on my computer gave me the same iTunes activation screen with my wife's number on it. Then went to ATT this morning and tried activating using an already activated sim, a new sim, and pretty much anything else we could think of. No go.
3. Have tried powering the phone on and off. Have tried a different iTunes account.

Do this: get a new sim. Don't transfer IMEI/ICCID. Activate it under your wife's account. This will deactivate her current phone. But....... that iphone is now activated and doesn't need to be activated anymore.. You now have two options - trim your SIM card and just stick it in there OR, get AT&T to give you a new SIM card and tie that IMEI/ICCID to your acct. then stick it in the iphone 4... that phone is now done under your name..

Now you have to fix your wife's current phone as her SIM is now deactivated. This is pretty easy. Two ways - 1, make or buy a microSIM to miniSIM adapter and use the original SIM from the iphone 4. Or just go to the AT&T store and ask them to give your wife a new SIM for her current phone.

 

[xxMACxx]

Do this: get a new sim. Don't transfer IMEI/ICCID. Activate it under your wife's account. This will deactivate her current phone. But....... that iphone is now activated and doesn't need to be activated anymore.. You now have two options - trim your SIM card and just stick it in there OR, get AT&T to give you a new SIM card and tie that IMEI/ICCID to your acct. then stick it in the iphone 4... that phone is now done under your name..

Now you have to fix your wife's current phone as her SIM is now deactivated. This is pretty easy. Two ways - 1, make or buy a microSIM to miniSIM adapter and use the original SIM from the iphone 4. Or just go to the AT&T store and ask them to give your wife a new SIM for her current phone.

That sounds like what I ended up doing last night, after getting someone from AT&T that knew whatbthey were doing.