01-31-2014 9:19 PM
02-01-2014 6:27 AM
AT&T has a great technical support department that can most definitely help you. Call 611 and ask to be connected to a tech support specialist so you can get this issue resolved promptly. I have one question, though; was apple able to help you or did they give you an idea of what the problem could be?
02-01-2014 11:36 AM
If it's true that all this started when AT&T did "something" to the SIM card, I'd request a new SIM card from AT&T. That should fix it. If it doesn't, then something is wrong with the phone itself, and Apple covers that under the warranty.
02-01-2014 11:46 AM
Your description sounds like one of two things to me. Did your daughter have an iPHone on her phone line to begin with, or did she switch from some other phone to an iPhone? If she switched, then it sounds like her account is not setup right for an iPhone, and the best solution would be to call AT&T (*611 on an AT&T cellular phone). The people there can make the necesary changes and get the account setup properly and fully working in under 30 minutes. When my wife switched from a Blackberry to an iPhone, she called them and was on the phone for 3-5 minutes, and within 30 minutes, all of her problems were resolved.
The second possibility I can think of is that you have the wrong SIM type in the phone. If this is the case, you can go to any AT&T corporate store and they will be able to replace your SIM for you (usually for free if you go to a Corporate store, not a reseller). SIMs can be bad, or damaged, and some phones require specific SIM styles. If any of these are not correct for your daughter's iPhone, it could be causing the problems she is having.
The last past I would like to comment on is with the AT&T vs Apple. Apple handles hardware and software support issues for iPhones, and iOS. AT&T handles the support for carrier issues like reception, etc. Some problems overlap, especially ones related to dropped calls, missed text messages, and voice mail. Regretfully, I have seen lazy techs at both companies who just claim it's the other's fault and don't want to try to solve the problem. In those cases, it's often easier to go to another store or technician to have them help you with your issue. I have been lucky in that the Apple Store I prefer to visit has many good techs and they are willing to work with me to solve issues. I have had similar luck with my preferred AT&T store as well, but I have visited other stores where things weren't as nice. I guess that's part of why I have preferred stores to go to...
02-01-2014 1:39 PM
02-01-2014 1:44 PM
02-01-2014 1:51 PM
02-01-2014 3:44 PM
Since you say her phone was working properly before all of this and all they were supposed to do was to change the SIM card, then I suggest you go back to the AT&T store and explain to them that. Let them know it was working, then they changed the SIM card and now it's not working. Ask them to try replacing the SIM card and see if that fixes it. If it doesn't then the probalm may be more serious and you may need to replace her phone. We can't tell without having the phone in hand and trying it.
02-01-2014 5:54 PM
- edited 02-02-2014 10:21 PM
What model iPhone is it? It's possible rep tried to install sim card wrong way, and messed things up.
02-03-2014 1:42 PM
I'm very familiar with the iPhone 4 (I've owned one for almost 4 years now). You say that the AT&T store person "broke" the phone, what do you think is broken?
By all of your description to this forum it still sounds like you have a bad SIM, or something on the account was changed. Since you say that you've gone to the store and they "refused" to replace the SIM, I suggest you try going to a different store. Once there, tell them that your daughter's phone was working properly (assuming it was) then you used the upgrade on her account to get your new phone (which is perfectly legit), and now her phone is not working. It is possible that when they did the upgrade on her account, that they switched her phone in the system from the iPhone she has to your Android phone. It is possible that if they replaced the SIM, the new SIM is not setup right for her phone, or that it is bad. If the upgrade for you was performed properly, then there should not have been any need to do anything with her phone. If somethign was done with her phone it is very possible something was done incorrectly. Since the original store is having problems resolving this for you, try a different store. If you clearly explain the above (or even just print it out and take it with you to the store) the person there should be able to take the steps to show you that the account is setup correct and replace the SIM to show you that it is not the SIM.
I would suggest that you try calling *611 and working with them, but it sounds like there is a disconnect in explaining what you have here to the store staff, so taking this information with you to a different store is a good starting point.
02-03-2014 2:24 PM
- edited 02-03-2014 5:52 PM
I find it interesting that after 3 days and multiple replies from the public, no one from AT&T has jumped in to offer assistance. Interesting.