AT&T Community Forums

APPLE SIM/ AT&T Carrier Reveal Program/ Request to enable choice of other carriers on my device

I please need ATT’s assistance to gain information on AT&T's Carrier Reveal Program but cannot find any information on the AT&T suppport website or when I call customer support. I am using an iPad Pro 12.9" 2nd gen.

I'm now traveling a lot and it's very important for me to be able to use Apple SIM in different countries with different carriers. And so for me embedded Apple SIM in this iPad Pro was one of the best advertised features of this device. However, recently I learned that since I've purchased iPad from AT&T I cannot use Apple SIM at all.

I cannot use embedded Apple SIM because AT&T locks it "Embedded Apple SIM in iPad Pro may be disabled when purchased from some carriers" ( https://www.apple.com/ipad/apple-sim/ )
I cannot use Apple SIM which I bought in Apple Store because "If you insert an unused Apple SIM in your Wi-Fi + Cellular model iPad Pro (12.9-inch), that SIM won't be used. All new plans will be added to the embedded Apple SIM."( https://discussions.apple.com/thread/7975114 )

This literally means that I cannot use Apple SIM at all with any carrier except AT&T. The only way to use my iPad with a different carrier in a different country is to buy new sim card each time. Which ruins the whole point of iPad Pro for me.

Apple Support article ( https://support.apple.com/en-us/HT203099 ) mentions that I can reach AT&T on some Carrier Reveal program. However, nobody att AT&T seems to be aware of this program when I call, I just keep getting referred to the device unlock web portal where I followed the instructions to no avail since this portal doesn’t relate to the apple sim, only the sim tray.

AT&T (AT&T retail locations): The embedded Apple SIM is locked to AT&T. You can use a nano-SIM card from another carrier in the nano-SIM tray. Contact AT&T for details of their Carrier Reveal program to enable Apple SIM for other carriers.

So at this moment:

AT&T can't help me because iPad is unlocked from their side and AT&T representative saying that they're "not locking SIM cards"
Apple cannot help me because "AT&T locked your embedded SIM and if your device has embedded Apple SIM you cannot use regular Apple SIM"

PLEASE HELP! I paid this device off early and spent way too much money on it to not get the full functionality of the hardware that I was sold. Any help would be greatly appreciated.

Responses

ATTHelp

Community Support

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231.5K Messages

5 years ago

Hey @jitterykangaroo,

We’re happy to help! It looks like we need to submit a request for carrier visibility for you. I am sending you a private message. Please check your forums inbox and reply with the requested information!

We look forward to hearing from you!

Bobbie, AT&T Community Specialist

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formerlyknownas

ACE - Sage

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117.2K Messages

5 years ago

@jitterykangaroo

The locked embedded sim is only if you buy from and activate with ATT. If you buy your tablet from Apple, it’s unlocked and usable with any carrier that supports eSim.

Simple fix, don’t buy from AT&T

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RaySajuuk

Contributor

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3 Messages

5 years ago

AT&T does have a program called "Carrier Visibility" on there internal KB or "Carrier Reveal Program" on Apple KB. However, it can be done only by calling 611, AT&T Customer Support. Tell them about it, or ask them to research in their KB with either or both of the keywords mentioned on top. They will submit a ticket to their backend tech support. 24-28 hours after the submission they will call or email you when it is done.

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jitterykangaroo

Tutor

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4 Messages

5 years ago

Thanks for the info, I’m currently waiting for ATT support to call me back, thats good info to know, I appreciate the feedback. I worked in telecom 10+ years and understand how things like this can work internally, esoteric issues like this can often be a challenge for front line customer service agents. As drawn out and tiring this process can be, it’s no wonder the fcc is investigating ATT’s esim practices, locking it out of the box completely defeats the entire purpose of esim to begin with.

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Mondie

Contributor

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2 Messages

5 years ago

Hi, I am also trying to do this with my iPad Pro 2nd Gen, but I am having the most difficult time getting through customer service. Did you manage to get your ipad pro unclocked?

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jitterykangaroo

Tutor

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4 Messages

5 years ago

I’m supposed to get an email sometime today once my request has been processed. The key is not to mention the words sim or unlocking. You want to ask them to look up a carrier visibility request, that’s apparently the source of all the confusion with the customer facing reps. I’ll post back in this thread later today after I hear back from AT&T.

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jitterykangaroo

Tutor

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4 Messages

5 years ago

Still haven’t received the email I was supposed to receive today, it’s nearly 5 PM my local time. I’m traveling tomorrow but will follow up if anything changes. So glad I’m not an active AT&T customer anymore. If you want to give Google FI a shot, please feel free to use my refferral link below for a $20 credit. No charge for the sims and you only have to pay for the data you use. Also no monthly device fee or minimum. Great service coverage too...

https://g.co/fi/r/EYR6TE

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Mondie

Contributor

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2 Messages

5 years ago

Hey thanks for the constant update! I will be trying to call the customer service people again tomorrow, with hopes that I will at least get to the same place as you are. Please do keep on updating when you can!

I am still locked in with another network at the moment unfortunately, but if ever I end up with Google Fi I’ll remember your link!

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