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Tutor

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11 Messages

Mon, Sep 2, 2019 4:41 PM

New Sim blocked and suspended

I bought a travel sim 2 days ago when I arrived in Santa Barbara. It doesn't work and the sales staff were unable to help. I can't call 611 because I get the message that wireless is temporarily suspended, and when I try to phone anyone else I get the message "you have dialed a number that is blocked for your plan". I'm very annoyed because I can't use my phone at all and have paid for no service. Please help.

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lizdance40

ACE - Sage

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79.4K Messages

a year ago

See photo and link

This plan is for PHONES

Prepaid 8 gig for $50.  https://www.att.com/prepaid/

 

These are for tablets or mifi and do not work in phones 

 

B3738CF9-A058-4F7D-8CEF-8D3C0D80A802.jpeg

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Brand User
ATTHelp

Community Support

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140.1K Messages

a year ago

Hi @bmheart,

 

Thanks for reaching out! We'd love to help.

 

Please provide additional information for us regarding this issue. If you are seeing that your service is suspended, then you'll need to reactivate it. Visit our Reactivate a suspended account page to learn how to do that.

 

Let us know if you intentionally suspended service, or if this happened randomly for you. Also, verify whether you have postpaid or PREPAID. We look forward to your response!

 

Collin, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
lizdance40

ACE - Sage

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79.4K Messages

a year ago

When you say you bought a sim and paid for service, exactly what process?  

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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11 Messages

a year ago

It's a random event. I paid my $50 for a prepaid and expected the SiM to work. They tested it at the shop when I bought the SIM and couldn't resolve the problem, telling me I'd have to fix it.
So I tried but since I can't even get through to 611, I went back to the shop but they were closed because of hardware problems. So I've had the phone for 4 days, and can't call anyone. I can use FaceTime when I'm linked to wifi but that's all. Since Santa Barbara has almost no public wifi, it means I'm totally without communications when out and about. Hopeless.

Brand User
ATTHelp

Community Support

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140.1K Messages

a year ago

Thank you for getting back to us @bmheart,

 

Did you activate or restore your prepaid services to see if that would help? Have you tried troubleshooting your SIM card concern? Are there any other Local AT&T Stores in your area that can check to make sure you do not have a faulty SIM? 

 

Look forward to hearing back from you!

 

Chasidy, AT&T Community Specialist

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Tutor

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11 Messages

a year ago

Now the system doesn't even recognize my user name or even my email address when I try to sign in to retry activation and restore. What's on earth is going on? 

Brand User
ATTHelp

Community Support

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140.1K Messages

a year ago

Hello @bmheart,

 

Thanks for letting us know. When you purchased your SIM card, did you also purchase a cell phone? What kind of cell phone are you using? Have you made sure that you're using the correct SIM card type that is compatible with your specific cell phone? If you haven't been able to use your AT&T PREPAID service at all since you originally purchased your SIM card, you'll need to use our AT&T PREPAID Activation Portal to activate your SIM card online. We look forward to hearing back from you.

 

Sean, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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11 Messages

a year ago

I didn't buy a phone. I'm visiting from Australia and have an iPhone 6 which, by definition, is unlocked and compatible with AT&T. 
The sim card was fitted by AT&T staff and although it was the correct size they couldn't get it work for me, which is why they told me to contact support. As I already mentioned, I can use FaceTime when connected to my friend's wifi but when I try to call 611, even though wifi is enabled and I'm on my friend's wifi, I get the message that it isn't available. I try to phone people and it says that they're blocked from this plan, which is nonsense, because I have calls, text and 10gb of data.
So I'm thoroughly fed up and unless something is done today, I want a refund, even though it isn't apparently company policy on prepaids. But I've paid good money and have lost 5 day's worth. Not good enough.

lizdance40

ACE - Sage

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79.4K Messages

a year ago


@bmheart wrote:

I didn't buy a phone. I'm visiting from Australia and have an iPhone 6 which, by definition, is unlocked and compatible with AT&T. 
The sim card was fitted by AT&T staff and although it was the correct size they couldn't get it work for me, which is why they told me to contact support. As I already mentioned, I can use FaceTime when connected to my friend's wifi but when I try to call 611, even though wifi is enabled and I'm on my friend's wifi, I get the message that it isn't available. I try to phone people and it says that they're blocked from this plan, which is nonsense, because I have calls, text and 10gb of data.
So I'm thoroughly fed up and unless something is done today, I want a refund, even though it isn't apparently company policy on prepaids. But I've paid good money and have lost 5 day's worth. Not good enough.


Wait, what?    10 gigs?   How do you had a 10 gig plan when no such phone plan exists?   The only $50 for 10 gigs plan is a data connect plan.  That plan will not work on a phone.  

Who sold you that plan and what SIM card did you buy?  

 

 

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Brand User
ATTHelp

Community Support

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140.1K Messages

a year ago

Hello @bmheart,

 

Thank you for informing us. We completely understand your frustration. It sounds like you may need to activate your new SIM card to begin using your AT&T PREPAID service. Please visit our AT&T PREPAID activation portal at the link provided, fill in the blanks with the requested information, then select Continue. Let us know how that goes.

 

Sean, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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11 Messages

a year ago

I bought it at AT&T Santa Barbara.  They told me initially that I would get 8gb but then said "oh, you get 10gb". Maybe they sold me the wrong thing?

lizdance40

ACE - Sage

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79.4K Messages

a year ago


@bmheart wrote:

I bought it at AT&T Santa Barbara.  They told me initially that I would get 8gb but then said "oh, you get 10gb". Maybe they sold me the wrong thing?


   Yes.   There is no 10 gig phone plan.  

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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11 Messages

a year ago

Thank you!  I'm going to have something to say to the Santa Barbara staff at AT&T later today.

lizdance40

ACE - Sage

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79.4K Messages

a year ago

Love to know what they have to say for themselves. 🤨.  I mean really. 😳

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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11 Messages

a year ago

So, it looks like they've sold me the wrong sim, and a non-staff member spotted the problem. The staff at Santa Barbara told me I'd get 8Gb but when it was installed they said 'oh! you've gove 10Gb. It must have been changed." Looks like they don't know their own products. A kind user told me there is no 10Gb plan for phone, text and data, and that 10Gb is for data only which, presumably, is why FaceTime worked but nothing else would. Not impressed.

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