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New Sim blocked and suspended

Tutor

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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Message 1 of 22
Administrator

Re: New Sim blocked and suspended

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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Message 2 of 22
ACE - Sage

Re: New Sim blocked and suspended

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

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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Message 3 of 22
Tutor

Re: New Sim blocked and suspended

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.

Message 4 of 22
Administrator

Re: New Sim blocked and suspended

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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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 5 of 22
Tutor

Re: New Sim blocked and suspended

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? 

Message 6 of 22
Administrator

Re: New Sim blocked and suspended

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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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 7 of 22
Tutor

Re: New Sim blocked and suspended

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.

Message 8 of 22
ACE - Sage

Re: New Sim blocked and suspended


@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?  

 

 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 9 of 22
ACE - Sage
Solution
Accepted by ACE - Sage (ACE - Sage)
Accepted by lizdance40
‎09-10-2019 2:52 PM

Re: New Sim blocked and suspended

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

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
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Message 10 of 22
Administrator

Re: New Sim blocked and suspended

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


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 11 of 22
Tutor

Re: New Sim blocked and suspended

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?

Message 12 of 22
ACE - Sage

Re: New Sim blocked and suspended


@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.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 13 of 22
Tutor

Re: New Sim blocked and suspended

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

Message 14 of 22
ACE - Sage

Re: New Sim blocked and suspended

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

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 15 of 22
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