Carrier can't activate apple sim on 10.5 w/tmobile

[garyleecn]

I just swapped my old iPad Pro (due to some damage) with a new one, and when I try to activate the build in apple sim with t-mobile, it just says something like "your account type does not allow to perform the operation requested".
all I did was going to setting-->cellular-->set up cellular plan.

also I notice that I can't see my ICCID number under setting, only IMEI and CSN. ICCID is visible on the iTunes once I connect to it, but it's 20-digits, TMOBILE says ICCID should be 19-digits long
anyone knows a way to activate it?


PS.
tmobile is such a lier, I asked multiple CSR, Tech Support and 'supervisors', they just simply says you are required to have a physical SIM card for apple iPads, or it will not work. e-sim, or virtual sim only work with some Samsung smart watches.
I told them I was using embedded apple sim for 1+ years (since pro 9.7), they just our right say 'its impossible', 'its impossible', and 'its impossible'.
im so reporting this to FCC.



edit:
after I put a t-mobile sim inside, the apple sim seems to be 'activated', I can see a plan there under cellular even after I pull out the physical sim, but it just keeps saying the plan is 'expired'.
still I want to use the embedded sim, since I'm saving the SIM card tray for international traveling

 

[bwhinnen]

I purchased my 10.5 from T-mobile and it has no sim in it. I’m typing on it over LTE now. It can definitely be done. Not sure what the techs aren’t doing for you to get it to work.

Regards,

Brett

 

[Mak47]

I got a 12.9 from T-Mobile, called customer service and had them activate it. They had an entirely different SIM card number on file, but the rep just had me read him the info and changed it up with no problems.

 

[garyleecn]

I purchased my 10.5 from T-mobile and it has no sim in it. I’m typing on it over LTE now. It can definitely be done. Not sure what the techs aren’t doing for you to get it to work.

Regards,

Brett

im sure it can be done, because this device is a warranty replacement, and I was using embedded sim before... so yeah, it does work.
just don't understand why Mobile keeps lying to me.
[doublepost=1499987682][/doublepost]

I got a 12.9 from T-Mobile, called customer service and had them activate it. They had an entirely different SIM card number on file, but the rep just had me read him the info and changed it up with no problems.

so what info exactly did you give him, if you remember.
thanks

 

[OrdinaryAvgGuy]

im sure it can be done, because this device is a warranty replacement, and I was using embedded sim before... so yeah, it does work.
just don't understand why Mobile keeps lying to me.
[doublepost=1499987682][/doublepost]
so what info exactly did you give him, if you remember.
thanks

They are able to put the CSN number in their SIM card field (some will tell you this only accepts the ICCID number, but they are wrong). I confirmed this with a rep the other day. My first Pro activated just fine through the flow, but I had to call in this time.

 

[Latestcraze]

I'm so happy I found this thread! I bought a 10.5 iPad Pro from Apple last night and spent many frustrating hours today going back and forth between T-Mobile and Apple. T-Mobile keeps insisting I need a physical SIM no matter how many times I tell them it has an embedded SIM. Any tips for getting the T-Mobile rep off script to try and enter the CSN?

 

[garyleecn]

I'm so happy I found this thread! I bought a 10.5 iPad Pro from Apple last night and spent many frustrating hours today going back and forth between T-Mobile and Apple. T-Mobile keeps insisting I need a physical SIM no matter how many times I tell them it has an embedded SIM. Any tips for getting the T-Mobile rep off script to try and enter the CSN?

I was on the phone with T-Mobile for like 3 days, and even got one rep flat out say "its written in the manual".
So right now, with audio records on hand, I'm emailing the executives, because it's not just "fail to help, or lack of knowledge", it's flat out lies. Wonder how they will respond


Update: good news!
I was looking for their executive's email, and notice they had a 24/7 support on twitter, so I figured I'd give it a try. I mean at least if they lie to me again, I'll have it in writing.
However, the support there is much more resourceful, they first asked ICCID, which didn't work, then I was immediately transferred to a "#MagentaTechLegend". He asked my CSN and IMEI, and then two minutes and one reboot later, everything's working now.
He said that the apple sim needs to be activated, I guess this is what all previous phone reps failed to do.

Maybe those who have same problem should try T-Mobiles twitter support.

 

[Latestcraze]

I have an update too! While on the phone with T-Mo for over an hour I found a Reddit thread and got it set up on my own! (I am so excited!!) The TL;DR is say you don't have a T-Mobile ID and it will ask for the last 4 of your SSN and email and you set up a new ID. (Not sure if I'm allowed to link to another forum but here's the Reddit thread)