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Thu, Dec 31, 2020 6:23 AM

Old sim, new phone, no service


I ordered a new iPhone SE from on AT&T prepaid. As my old phone was an iPhone SE and the sim was compatible with my new phone, on receiving the phone, I swapped my old sim into the new phone but discovered I had no service. I phoned AT&T and was told my new phone wasn't scanned as sold and to send an email to, subject: purchase Receipt for LDN(my phone's IMEI), with a proof of purchase receipt. I did this yesterday and haven't heard anything and I still have no service.

Based on the instructions which came with the phone I was expecting to just plug my old sim into my new phone and be able to use my new phone with my same number immediately. I am a long term AT&T prepaid customer and this is hugely frustrating. Please advise!



ACE - Expert


25.6K Messages

2 months ago

Email over the holidays plus other issues (Covid, short staffing, fallout from Nashville bombing, etc.) means I wouldn't expect a fast resolution. Alternatively call and speak to prepaid customer support if there is anything further they can do.

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