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KT_CLINE's profile

3 Messages

Tuesday, February 6th, 2024 8:44 PM

HELP!! We transferred from T-Mobile to AT&T on 1/28/2023 and the 5th phone line and activation of the new phone STILL doesn't work!!

My daughter, the 5th person on our account to transfer from T-Mobile to AT&T, STILL can't activate and use her new iPhone 15 plus!!!

We transferred from AT&T on December 28th, 2023!! I am the "account manager" and did the transfer on the phone with an AT&T Representative. I made it clear that five of us were moving from T-mobile after TWELVE (12) YEARS of service because my kids got excited about the AT&T promo, which offered some version of the iPhone 15, either for a trade-in and $5.66/mo or without a trade-in for only $5.99/mo. I was on the phone for MORE THAN SIX (yes 6!!) HOURS with AT&T, first the representative for almost five, and then his supervisor (who said he was jumping on because the representative had "a medical condition" and had to go home.

The representative and his supervisor knew that my daughter was in Guam for this semester. They advised me that they needed to send me her new phone and then I needed to send her the phone. The plan was for her to receive it and then activate the line so she would continue to have cell phone coverage (with T-Mobile) until she received her AT&T phone.  

NOTHING was handled correctly by AT&T and nothing has gone as promised. I was on the phone for many more days and hours. We even went into a local AT&T store and they couldn't help us!!

Here is where we are now

Four of us were able to switch to AT&T. My daughter (in Guam), the 5th line, got left behind. AND SHE STILL HASN'T BEEN ABLE TO ACTIVATE AND UNLOCK HER NEW PHONE.

The last piece of advice I got

The new phone wasn't activated, and it would be unlocked as soon as it was. 

According to the AT&T representative I "chatted" online with: 

"now 15 pro is connected with 7025. I can see that the 7025 line is activated with 15 pro on the account."

I asked, "What do we do if, now that it's activated, the screen is still locked. 

She said: 

 "Please connect the phone with a charger; it will unlock the screen." 

She, just like everyone before her ASSURED me it would unlock.

She also advised me that my daughter would then need to download her phone's E-SIM card.

Dealing with the huge time difference between Tucson and Guam, I texted and emailed my daughter the LATEST instructions from AT&T.

My daughter performed the steps as instructed. 

THE PHONE STILL WOULDN'T UNLOCK!!

SHE GOT THE MESSAGE:

"The service on your mobile number hasn't been active for at least 60 days."

And then it lists her device number and request number

Telling her to

"submit a new request "when the service on her mobile number has been active more than 60 days". 

PLEASE HELP ME IMMEDIATELY.  I CAN'T GET ANY HELP!!

ACE - Expert

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14.4K Messages

5 months ago

This is the correct answer

"The service on your mobile number hasn't been active for at least 60 days."

And then it lists her device number and request number

Telling her to

"submit a new request "when the service on her mobile number has been active more than 60 days". 

There shouldn't be a reason she needs to unlock her phone though. She doesn't need the phone unlocked to use it with AT&T. The issue is likely that she's trying to activate the phone outside of mainland US. But she doesn't want to use AT&T if she's not coming back to the mainland soon. The domestic plan doesn't cover Guam, so it will cost $10 per day (up to $100 each billing cycle) for her to use AT&T.

If the T-Mobile plan covered Guam, her number should be ported back if she can get that plan back. Pay off the new phone and sell it. If she doesn't still have a T-Mobile compatible phone, she'll have to buy one.

3 Messages

5 months ago

The screen is locked. 

It requires a passcode.  

AT&T sent us a phone that had a locked screen. 

She can't do anything with it. 

3 Messages

5 months ago

I've had multiple AT&T representatives assure me that Guam is covered, and considered part of the US. 

I guess, we shall see.  

Tmobile charged for long distance calls to and from Guam.

Her Tmobile phone, which was paid off, has been glitching. The screen pixelates. It's been barely hanging on. 

I am posting here to get a response from AT&T. 

I've been told this venue may garner me some solid assistance from them. 

Community Support

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232.9K Messages

5 months ago

Hi KT_CLINE, after reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support. To assist you best, we encourage you to review our Contact Us page to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

 

Thank you for reaching out to us.

Abigail, AT&T Community Forum Specialist

ACE - Expert

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14.4K Messages

5 months ago

Unfortunately, you've received bad information several times. First, this is not a place to get help from AT&T. The forums are to get help from other customers. 

Second, Guam is not covered as a domestic US area. You can search for Guam on the coverage map and see that it changes to international. Also, Guam is listed on both the list of countries covered by the international long distance plan and the international day pass (see below, although the international LD plan is irrelevant since 1) it's free and 2) presumably she'll have a US number). 

Follow these instructions to reset the iPhone to get in without the passcode: If you forgot your iPhone passcode - Apple Support

(edited)

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