How to: AT&T upgrade swap.

[imac9556]

Thats strange because the link on the first post specifically talks about the iPhone 5 and its nano-SIM and how to link it with a new phone number.
Is that link on the first page specifically talking about iPhone 5's order from AT&T?
Us people who ordered from Apple will be required to get a new nano SIM?

 

[teamjaycub]

Thats strange because the link on the first post specifically talks about the iPhone 5 and its nano-SIM and how to link it with a new phone number.
Is that link on the first page specifically talking about iPhone 5's order from AT&T?
Us people who ordered from Apple will be required to get a new nano SIM?

Exactly why I am thinking it doesn't matter who you ordered from.

 

[takufu01]

Thats is what the chat rep seem to indicate....he said I would have to take the new phone and the phone that I am using for the upgrade swap into the store to have the new phone activated to my line....he said it is strictly due to the new nano sim...

 

[teamjaycub]

As we prepare to ship devices, we want to make sure that we set your service up the way you want it. iPhone 5 comes with a nano SIM card pre-installed. This nano SIM will be activated to the upgrade eligible phone number that you used to place your order. If that is the same phone number you plan to use with your iPhone, you are all set. Just follow the step-by-step activation instructions that arrive with your shipment.
However, if the number you used to order your device is NOT the number you intend to use with your iPhone, follow these simple steps when your device arrives and an AT&T representative will help you activate.
Charge your device if needed
Contact AT&T at 1-800-331-0500 or 611 from a different wireless device. At the prompt, enter the wireless number that you used to place your iPhone order.
At the next prompt, choose option #2 to activate your phone on a different mobile number, and an AT&T representative will help you from there.
After speaking with an AT&T representative, turn on your iPhone, follow the on screen instructions and choose a Wi-Fi network. If Wi-Fi is not available, connect your iPhone to your Mac or PC with iTunes (www.itunes.com) and follow the on-screen instructions.
Please call 1-800-331-0500 or 611 from a wireless phone if you have additional questions. We're here to help ensure you have a great experience with your iPhone.

From http://www.att.com/esupport/iphoneupgradesupport.jsp?source=ECSAFBFAC00D1000S

 

[dave006]

Thats strange because the link on the first post specifically talks about the iPhone 5 and its nano-SIM and how to link it with a new phone number.
Is that link on the first page specifically talking about iPhone 5's order from AT&T?
Us people who ordered from Apple will be required to get a new nano SIM?

Yes, the instructions from AT&T are for customers that ordered from AT&T. They actually provide an instruction sheet with your AT&T iPhone that provides specific AT&T activation instructions.

Exactly why I am thinking it doesn't matter who you ordered from.

Again, while we don't know exacty how activations will go tomorrow, past history is very specific. Check here on MR before you try to activate when using and Upgrade Swap.

Just in attempt to be very clear, yes it is possible that by calling Customer cat at 611 or 1-800-331-0500 might work regardless of where you ordered.

It all depends on the Care rep helping you, 99.99% will follow the AT&T normal device activation steps and this is what has always been an issue for Apple ordered AT&T "Upgrade Swap" upgrades.

The magic is how the rep processes the manual steps on their end, in about 0.01% of the cases the rep correctly processes the manual steps and the Apple activation steps of using iTunes or OTA activation, you will see the correct number pre-entered that you actually want to complete activation against.

If the number is still listed as the number you ordered the upgrade from Apple, then completing this activation step will kill the current SIM on that line and activate the new Nano-SIM on the donor line. This is what causes most to need a new SIM and in this case a new Nano-SIM.

Dave

 

[takufu01]

I copy and pasted that exact paragraph and he still insisted that I would have ot come to a store....I'm going to try the procedure outlined in the paragraph you have posted first...

 

[teamjaycub]

I copy and pasted that exact paragraph and he still insisted that I would have ot come to a store....I'm going to try the procedure outlined in the paragraph you have posted first...

Hmm... we shall see.

Yeah, I'm going to try it first too. Doesn't hurt to try...

Did you order via AT&T or Apple?
Apple for me.

 

[truciet]

Yes, the instructions from AT&T are for customers that ordered from AT&T. They actually provide an instruction sheet with your AT&T iPhone that provides specific AT&T activation instructions.

Again, while we don't know exacty how activations will go tomorrow, past history is very specific. Check here on MR before you try to activate when using and Upgrade Swap.

Just in attempt to be very clear, yes it is possible that by calling Customer cat at 611 or 1-800-331-0500 might work regardless of where you ordered.

It all depends on the Care rep helping you, 99.99% will follow the AT&T normal device activation steps and this is what has always been an issue for Apple ordered AT&T "Upgrade Swap" upgrades.

The magic is how the rep processes the manual steps on their end, in about 0.01% of the cases the rep correctly processes the manual steps and the Apple activation steps of using iTunes or OTA activation, you will see the correct number pre-entered that you actually want to complete activation against.

If the number is still listed as the number you ordered the upgrade from Apple, then completing this activation step will kill the current SIM on that line and activate the new Nano-SIM on the donor line. This is what causes most to need a new SIM and in this case a new Nano-SIM.

Dave

Exactly. The past for apple orders were a pain. MAYBE AT&T fixed it this time around...

 

[bunnicula]

None of this makes any sense.

I ordered from Apple. They did NOTHING to the SIM that I have except enter it into a system for AT&T so they know that I'm planning to upgrade that line of service.

If I never activate that sim card under that line of service? The rep only needs to enter the phone number I want to use for that sim card.

The "upgrade" only applies to a discount for phone hardware, not a sim card. They are separate entities.

I can only see needing to haul your ass into a store if you inadvertently activate a sim with the wrong number and need to swap them out to sort out your phone lines.

It just doesn't compute. I used to work in an AT&T store.... makes zero sense to have to drive over to one to do anything at all.

I think some of the reps online are airheads.

But, I will call one and hash this out.

 

[jazoi]

None of this makes any sense.

I ordered from Apple. They did NOTHING to the SIM that I have except enter it into a system for AT&T so they know that I'm planning to upgrade that line of service.

If I never activate that sim card under that line of service? The rep only needs to enter the phone number I want to use for that sim card.

The "upgrade" only applies to a discount for phone hardware, not a sim card. They are separate entities.

I can only see needing to haul your ass into a store if you inadvertently activate a sim with the wrong number and need to swap them out to sort out your phone lines.

It just doesn't compute. I used to work in an AT&T store.... makes zero sense to have to drive over to one to do anything at all.

I think some of the reps online are airheads.

But, I will call one and hash this out.

If I have learned anything, its that nothing AT&T does makes sense. Every person you talk to, everything you ask for has a different answer each time. I went into the AT&T store to see if I could get a SIM card for an iPad 2 3G. The rep said I needed to bring it in so they could set up a subscription. I said no, I just want the card to activate. They wouldn't do it. I went to another store and they gave me one for free within 2 minutes and I activated it myself when I went home.

 

[dagdagdag234]

I talked to an AT&T rep last night and he told me exactly what I was emailed when I got my shipment notice -- call the 800 number and they can do the upgrade swap over the phone before you activate the phone.

Odds tell me as sincere as that other AT&T rep who had a different instructions might be, he got confused and gave out the wrong info.

Or second theory, there is one way to swap a white iphone, another way for a black iPhone!

Ah ha, I'm onto something...

 

[dave006]

None of this makes any sense.

I ordered from Apple. They did NOTHING to the SIM that I have except enter it into a system for AT&T so they know that I'm planning to upgrade that line of service.

If I never activate that sim card under that line of service? The rep only needs to enter the phone number I want to use for that sim card.

The "upgrade" only applies to a discount for phone hardware, not a sim card. They are separate entities.

I can only see needing to haul your ass into a store if you inadvertently activate a sim with the wrong number and need to swap them out to sort out your phone lines.

It just doesn't compute. I used to work in an AT&T store.... makes zero sense to have to drive over to one to do anything at all.

I think some of the reps online are airheads.

But, I will call one and hash this out.

The issue is caused by what happens when the iPhone 5 package is scanned before shipment. The IMEI and the ICCID from the Nano-SIM are pre-assigned to the line of service the upgrade was ordered againt. It ties the phone number, IMEI and the ICCID all together. This was done in a attempt to make the activation process quick and easy using iTunes and later OTA activations.

We break it by trying to order an upgrade on one line and then want to swap the device to another line of service. That's what requires manual step.

Dave

----------

I talked to an AT&T rep last night and he told me exactly what I was emailed when I got my shipment notice -- call the 800 number and they can do the upgrade swap over the phone before you activate the phone.

Odds tell me as sincere as that other AT&T rep who had a different instructions might be, he got confused and gave out the wrong info.

Or second theory, there is one way to swap a white iphone, another way for a black iPhone!

Ah ha, I'm onto something...

Then you ordered your iPhone 5 from AT&T. You got the email instructions from AT&T and your activation should follow the normal AT&T process.

Just a reminder, it still comes down to skills. The biggest risk is what happens to the original line the upgrade was ordered against. Worst case they lose service because their SIM gets deativated, their voicemail get reset, and they get an unneeded iPhone data plan added to their line. They will blame you, the kid with the new iPhone 5

Note: There is not a different swap process for white or black iPhones unless they came from different sources. :

Dave

 

[bunnicula]

If I have learned anything, its that nothing AT&T does makes sense. Every person you talk to, everything you ask for has a different answer each time. I went into the AT&T store to see if I could get a SIM card for an iPad 2 3G. The rep said I needed to bring it in so they could set up a subscription. I said no, I just want the card to activate. They wouldn't do it. I went to another store and they gave me one for free within 2 minutes and I activated it myself when I went home.

You really have to do what you did there. Educate yourself on how the technology works.

I called AT&T, btw.

You can absolutely call them and get the SIM activated on a different line than the one you used for the upgrade.

As I suspected!

And yanno what? The rep had to go ask someone how that worked.

She was a sweetheart, though. She explained the process so throughly (which was what I assumed the process to be already, so yay there).

She also wants an iPhone and is planning to save up some cash to get herself one for Christmas. Really nice accent, definitely not a native of the USA.

It was a pleasant call.


Thing is, when in-store reps tell you that you have to do things in their store, it's because they want credit for the activations.

When the online reps send you to a store for something as simple as activating a SIM card? They don't know and don't want to bother looking it up.

Those people are... slackers.

The AT&T stores are gonna be a madhouse tomorrow.

I have learned in all my years of owning cellular phones that many people you deal with have absolutely NO clue what they're talking about. This is, in many cases, because they are new to the job and aren't really familiar with how the technology and/or the activations and customer information system actually works.

 

[SBik2]

I called at&t today and was told that I should be able to do it over the phone even though I ordered through Apple, we'll see tomorrow though. Good thing my job is a few minutes away from an at&t store in case.

 

[bunnicula]

I talked to an AT&T rep last night and he told me exactly what I was emailed when I got my shipment notice -- call the 800 number and they can do the upgrade swap over the phone before you activate the phone.

Odds tell me as sincere as that other AT&T rep who had a different instructions might be, he got confused and gave out the wrong info.

Or second theory, there is one way to swap a white iphone, another way for a black iPhone!

Ah ha, I'm onto something...

Yup. He's right. Call them.

Don't activate the phone first. That'll switch on the SIM for the line you ordered against and will result in you trekking it to the store for more SIMs.

The white vs. black thing? You're on your own.

----------

I called at&t today and was told that I should be able to do it over the phone even though I ordered through Apple, we'll see tomorrow though. Good thing my job is a few minutes away from an at&t store in case.

Nah... it'll work.

And I'm same as you... only minutes away from an AT&T store. Working remote tomorrow...

 

[digitalfx]

I don't believe you. As soon as you connect to iTunes, you had to enter the number you upgraded! When you try to enter a different number, it won't work. I bet several members here can vouch for that experience.

One member was even told to enter the original number because the rep claimed it won't activate because he/she did the "swap."

Guess what happen? iTunes activated with the upgraded number and his mom was SOL. He had to go in-store.

You make the call to ATT before connecting to iTunes.
Ive done it every year...dont really care if you believe me.

His mom was SOL because she tried to activate BEFORE calling ATT.

Call ATT first and all will be fine.

 

[teamjaycub]

Okay, now that we've settled that we can do it over the phone, how long will we be placed on hold?!?

 

[bunnicula]

The issue is caused by what happens when the iPhone 5 package is scanned before shipment. The IMEI and the ICCID from the Nano-SIM are pre-assigned to the line of service the upgrade was ordered againt. It ties the phone number, IMEI and the ICCID all together. This was done in a attempt to make the activation process quick and easy using iTunes and later OTA activations.

We break it by trying to order an upgrade on one line and then want to swap the device to another line of service. That's what requires manual step.

Dave

Yeah... that's exactly right.

And when a SIM is sitting there unactivated, it can always be activated under a different phone number.

All AT&T care about is the renewal of a contract.

Oh... I did find out one thing...

The upgrade under another line seems to tie the data plan for that line to the account you want to switch to.

Soo... if you upgraded under a line that didn't have unlimited data, but you wanted to keep your unlimited data? They won't let you.

But... she said that may change... that was the current info on the sheet they have for tomorrow morning when they start with activations.

I'm fine either way because the line I used has unlimited data and so does my line.

I assume that at some point AT&T might try to weasel people off the unlimited data plans by some means anyway... but, you never know.

She admitted that it might change tomorrow (re: the unlimited data thing).

Who knows?

I know about SIM technology, and I know that an unactivated SIM is only active under the line they place it under in the system before they flip the switch (so to speak).

----------

Okay, now that we've settled that we can do it over the phone, how long will we be placed on hold?!?

Well, that's another matter entirely. Buy snacks.

----------

You make the call to ATT before connecting to iTunes.
Ive done it every year...dont really care if you believe me.

His mom was SOL because she tried to activate BEFORE calling ATT.

Call ATT first and all will be fine.

You are correct.

And I've done this before, also.

I had to call tonight just to make sure that the responses in this thread weren't correct for some crazy reason.

 

[digitalfx]

Oh... I did find out one thing...

The upgrade under another line seems to tie the data plan for that line to the account you want to switch to.

Soo... if you upgraded under a line that didn't have unlimited data, but you wanted to keep your unlimited data? They won't let you.

where do you guys get this?
This is false. You will keep any grandfathered data, and the other line will remain exactly as it was.


I have retained unlimited data since the beginning and I do an upgrade swap EVERY year. I have 6 phones on my plan and upgrade two each year with a different number.

 

[teamjaycub]

Looking forward to calling them tomorrow...I LOVE hold music!

 

[digitalfx]

ugh, the line i want to use the iphone 5 on currently has unlimited data, while the other line currently has unlimited "dumbphone" data. I don't wanna lose my grandfathered unlimited smartphone data.

can anyone else say anything as to whether or not you lose the unlimited data?

you will not lose unlimited data

 

[bunnicula]

where do you guys get this?
This is false. You will keep any grandfathered data, and the other line will remain exactly as it was.


I have retained unlimited data since the beginning and I do an upgrade swap EVERY year. I have 6 phones on my plan and upgrade two each year with a different number.

Dude.

I'm not saying I believe it.

I'm saying that's what the rep thought. And what she read to me.

I'm not worried about it, it seems unlikely and wouldn't affect me even if it was true. Both the lines in question are unlimited anyway... we have 5 iPhones in this house. The only one that's not on unlimited is my 11yo daughter's line.


I have had iPhones since 2007. I've upgraded yearly and I've had every model. I even had 2 iPhone 4's because I wanted a white one and it didn't come out until... well, just in time for my dear children to buy me a sweet mother's day gift that year.

I have never had anything screw up my account due to swapping upgrades, or even swapping SIM cards.

We got unlimited data for 2 out of our 4 unlimited phones by using our old original iPhone (my eldest kept his, he bought with his own money when he was in 11th grade) and swapping SIMs around.

I am familiar with the process.

I guess I'm surprised that the reps aren't, but I realize that quite a few of them don't even use smartphones or data plans and it's just a job to them... pays a check, etc.

 

[dave006]

....Oh... I did find out one thing...

The upgrade under another line seems to tie the data plan for that line to the account you want to switch to.

Soo... if you upgraded under a line that didn't have unlimited data, but you wanted to keep your unlimited data? They won't let you.

But... she said that may change... that was the current info on the sheet they have for tomorrow morning when they start with activations.

I'm fine either way because the line I used has unlimited data and so does my line.

I assume that at some point AT&T might try to weasel people off the unlimited data plans by some means anyway... but, you never know.

She admitted that it might change tomorrow (re: the unlimited data thing).

Who knows?.....----------

No there is no impact on customers that already have unlimited data. The reps have been instructed to tell you that you can't move the unlimited data feature between lines. For example if your ordered the upgrade on a line that had no data plan, a vaild data plan had to be selected for that line when you pre-ordered from Apple or AT&T. If you ordered the upgrade on a line that already has unlimited data and you want to do the upgrade swap of the iPhone 5 from that line to another line, you can't move the unlimited data plan but you can move the device.

If the rep knows their job, they will not need to touch the donor line that you orderd the iPhone 5 as an upgrade.

What you all want to do is to be very carefull that you make sure that the rep understands that you don't want a new data plan on any line that already has an unlimited iPhone data plan unless it is the new LTE iPhone plan, it this is the name to verify: Data Unlimited for iPhone on 4G LTE. This is like the name change for the 4S but the LTE plan will allow you to use 5GB before any throttling is applied.

Dave

 

[bunnicula]

you will not lose unlimited data

I don't think anyone will either.

I do believe it's safer to be very specific on the phone while doing the swap in regard to the data plan, because the reps seem kinda confused, and one might set you to another data plan and who knows what mayhem will ensue.

 

[Rob9874]

What about those of us who didn't preorder? I'm standing in line tomorrow, and using my wife's upgrade. AT&T rep told me tonight that I don't need to take her phone, and in fact, I can just tell them I want to use her eligibility and upgrade my line, and there's no need for a SIM swap. Should I assume I need to buy my 5 at an AT&T store, and not an Apple store?