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Penelope12's profile

New Member

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4 Messages

Tuesday, March 7th, 2023 4:46 AM

Esim carrier reveal request

Hello dear community,

Please help me to receive assistance withe a 'carrier reveal' request.

I have received a new ipad pro, which does not reveal any esim option other than at&T postpaid.

I am traveling with this device and need to be able to install alternative esim carriers.

Thank you for your help!

Accepted Solution

Official Solution

Community Support

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221.1K Messages

7 months ago

Hello, @Penelope12! We want to help point you in the right direction.

 

To best serve you with the carrier visibility request, while you are out of the country; please call +1.314.925.6925 (free from device) or chat https://www.att.com/contactus/index/wireless.html?tab=1

 

Thank you for reaching out to the AT&T Community Forums!

 

Rachel, AT&T Community Specialist

Accepted Solution

New Member

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4 Messages

7 months ago

Greetings and thank you once again for your reply.

I called AT&T customer service at the above mentioned number, and was recommended to revisit the store where the iPad was purchased, in order to clarify with them, why the esim at&t account has not been cleared by them.

As I am not a customer of AT&T, there is no option for me to access the account and clear the esim.

Nevertheless, I am given by the ipad device the option to enroll for an AT&T data plan using the embedded esim starting at 55US monthly fee.

 

But... since I am not headed for the States within the next months, this would be an ineffective additional expense that can not be used abroad while all I required is to enable a local esim while abroad.

I will revisit the store of purchase to see, if there is anything they can do about it to help.

Meanwhile I would like to thank you for your time to assist with this, even though I did not succeed to make this work.

Regards

Penelope12 

Community Support

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221.1K Messages

7 months ago

Hi Penelope12, we want to help with your carrier visibility request!

 

In order to do so, we need some more info: 

  1. Do you have an active AT&T account. An active, current AT&T is required in order to unlock your carrier visibility. 
  2. Is your iPad currently paid off. Your tablet will need to be paid off in order to request carrier visibility.

In the meantime, you can try out these instructions to delete eSIM info, if you are not using our service: 

 

After placing the new SIM card in the device, we recommend performing a network reset, to return your settings to factory defaults.

  • From the home screen, select the  Settings app > General > Transfer or Reset iPad > Reset > Reset Network Settings > select Reset to confirm.

To delete SIM information: 

 

For embedded Apple SIM: Go to Settings > General Reset Erase All Content and Settings > Erase iPad.

Users are presented with a choice to maintain or delete SIM information.

  • To maintain cellular network connectivity, select Erase All and Keep Data Plans.
  • To delete cellular network profile and cancels connectivity, select Erase All.
    • Heads up! This action does not cancel the active plan associated with the SIM at the carrier.

For eSIM-based iPads:

  • Go to Settings > Cellular Data > swipe left on their listed plan to reveal a "Remove" button, select Remove OR.
  • Go to Settings > Cellular Data > Manage AT&T Account > Remove Plan.
  • The Remove plan function deletes cellular network profile and cancels connectivity.

Keep us updated! Thank you for posting on the AT&T Community Forums!

 

Rhoda, AT&T Community Specialist 

New Member

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4 Messages

7 months ago

Thank you for your detailed response with multiple options.

The iPad has only the esim associated with an "AT&T postpaid  account", although I did not yet enroll into any monthly plan. 

I have no option to check for an AT&T account number.

When I am trying I.e. to purchase a prepaid plan for AT&T, it would display on the screen, that it is already enrolled in a different account, which though is not activated as the device is new.

The ipad unit was paid off in full and has been activated less than 72 hours since the day of purchase, in case this info helps.

Following your above guidelines, I have attempted to delete the AT&T esim account, but obviously the association to the default account with you was not cleared.

The "add new cellular Plan" option is the only selection together with the AT&T option as choice, but this would not allow me to install a different local esim provider due to the message to contact the carrier (AT&T).

I am not sure, if I could explain myself in a way that you can understand my issue, but would be very happy to have you check my IMEI for any restrictions.

Thank you for your assistance ☺️

(edited)

Community Support

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221.1K Messages

7 months ago

Thank you for this information, @Penelope12.

 

We'd like some additional context from you, based on what you've just given us. Please answer the following questions for us:

  • Do you have an active and current AT&T account? We understand that there's an AT&T eSIM profile on the tablet, but we'd need to know if you personally have an AT&T account, not the device. 
  • Are you currently within the US? We understand you're currently traveling, so knowing if you're doing so within the US or not will allow us to give you the best support possible for you. 

Please share these answers with us, so we can continue looking into this together.

Dylan, AT&T Community Specialist

 

 

 

 

 

New Member

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4 Messages

7 months ago

Greetings again and thank you for your support.

- I don't have an AT&T account.

- I am not traveling within the USA. The ipad was purchased from an Apple Store in Dubai.

Thank you 

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