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Annie03
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Teacher

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20 Messages

Fri, May 5, 2017 1:03 AM

Cannot Activate Used Samsung Gear S3

I need help. Bought a Gear S3 from e-bay and the number in the watch is not active any longer but I still cannot activate it on another number. I chatted for hours with AT&T then went into the AT&T store and no one can help me figure this out....you should not sell items that you do not train your people on supporting!! How can I get service???

[Title edited to reflect new topic.]

ATTHelp

Community Support

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199.9K Messages

5 y مضت

Hello @Annie03,

 

We appreciate you reaching out to us on the Community Forums! The Gear S3 watch is a very popular device and I hope you’re enjoying it!

 

Unfortunately, the watch does come with an embedded SIM card which is non-removable. Due to this, you would be unable to activate it on your account. I do apologize for any inconvenience this may cause. 

 

However, features such as Bluetooth will still work! We have great interactive tutorials on our Device Support page which provides additional information. Select your make and model, and then tutorials for a list of options.

 

I hope this information helps you. Please let us know if you have any additional questions or concerns. Have an awesome weekend!

 

Jonathan, AT&T Community Specialist

Annie03

Teacher

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20 Messages

5 y مضت

Your in tech people said the Embedded SIM could be reset if the previous owner calls in and explains the situation and there is no balance due in the old account. So, are you correct? Is the tech person u spoke to at AT&T correct? You all are unbelievable?
ATTHelp

Community Support

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199.9K Messages

5 y مضت

Hello @Annie03,

 

Thank you for responding! I can definitely understand wanting to get it activated so you can use the device to its fullest extent.

 

I have looked further into resetting the SIM for you. This can only be done on the account the SIM was originally provisioned on. Since you have a different account, this would not help you unfortunately.  

 

Sorry again for any inconvenience this may cause. Please let us know if you have anything else we can assist you with!

 

Jonathan, AT&T Community Specialist

Annie03

Teacher

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20 Messages

5 y مضت

Hi Jonathan, thanks for replying. The previous owner just went into the AT&T store and paid the outstanding balance to clear the account and the rep told him the system will release or reset the Embedded SIm in about 24 hours and then I can put my number in it using Numbersync...So, I guess we will see come tomorrow if it works. Seems there is no way you can tell someone they can NEVER EVER resell thier wearable or phone (since the Embedded SIM will be in all phones in just a few years)... take care

Contributor

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1 Message

5 y مضت

I'm curious Annie03, Were you able to get the watch working on your account?  Just wondering if my S3 will become a paperweight in the future 🙂

GLIMMERMAN76

ACE - Expert

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23.4K Messages

5 y مضت


@TScottTX wrote:

I'm curious Annie03, Were you able to get the watch working on your account?  Just wondering if my S3 will become a paperweight in the future 🙂


It could...  If you sell it make sure its paid off.  That is where @Annie03 was having trouble.  Embedded sims are new so there will be bugs that need worked out. 

Annie03

Teacher

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20 Messages

5 y مضت

Nope. I returned the new one to AT&T and I had a pre owned one that never worked because the original owners number was on the Embedded SIM so I could not even get it reset so I could put my number in it ...AT&T acted like they had no idea how to reset an Embedded SIM for a new user.
I just went with the Bluetooth only S3 Classic and will wait till AT&T actually understands how to support thier products and hopefully they will realize how much additional revenue they are missing by not allowing business users to use Numbersync...instead of charging a measly $10 bucks more per month, the extra data people would use coud be so much more profitable for them...crazy ...
GLIMMERMAN76

ACE - Expert

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23.4K Messages

5 y مضت

@Annie03

 

so you were trying to use it on a business account?  That is a real pita.

Annie03

Teacher

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20 Messages

5 y مضت

Exactly right. The pre-owned Gear S3 LTE was still hooked to the original owners account. I chatted with 3 different reps and they could not figure out how to release the Embedded SIM so I could try and put a new number in it ... I'll wait till this is more the norm in the industry before I try again.
Annie03

Teacher

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20 Messages

5 y مضت

Agreed...

Contributor

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1 Message

5 y مضت

Hi Annie,

 

I'm going through the very same issue. I just finished 2 hours of blah blah blah with AT&T with the same thoughts going through my head - how can Samsung create an eSIM that can never be reused once it's attached to a number - absurd - completely absurd. I emailed the ebayer to contact AT&T to remove the ICCID and IMEI from the number - to de-activate it so I can try connecting to my account. And if he's not able to, than to refund me full price plus shipping back to him. I'll keep this open and keep you posted. Let me know how it turns out for you. 

 

Tarek

GLIMMERMAN76

ACE - Expert

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23.4K Messages

5 y مضت


@TarekM wrote:

Hi Annie,

 

I'm going through the very same issue. I just finished 2 hours of blah blah blah with AT&T with the same thoughts going through my head - how can Samsung create an eSIM that can never be reused once it's attached to a number - absurd - completely absurd. I emailed the ebayer to contact AT&T to remove the ICCID and IMEI from the number - to de-activate it so I can try connecting to my account. And if he's not able to, than to refund me full price plus shipping back to him. I'll keep this open and keep you posted. Let me know how it turns out for you. 

 

Tarek


@ATTKevin @ATTTimCS  do you think you all could help this user?  This esim thing is becoming a big PITA

Contributor

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1 Message

5 y مضت

I`m looking to buy an AT&T s3 from an eBay store.  They seem to be selling a large quantity, but I`m wondering if the sim can be unlocked?  I live in Canada EH, and would like to use the LTE up here......

Contributor

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2 Messages

5 y مضت

Was this ever resolved? I just bought a used one too and the listing said they checked the SIM and it was ready to be reprovisioned but it doesn't seem like anybody who works at at&t knows anything about these devices or how to support them

Annie03

Teacher

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20 Messages

5 y مضت

As far as I know AT&T is clueless about how to handle this, especially the workers in the stores...waste of time trying to talk to them as they just call the same tech support line that you can and get put on hold like you would. Like robots, if it is not an Iphone...they have no clue...sad.
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