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rwieck13's profile

New Member

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3 Messages

Thu, Aug 11, 2022 9:05 PM

New SIM card for existing device, plan, and number

I signed up for a data-only tablet plan but very stupidly broke the SIM card I received. A new one was supposed to be sent, but after 2 months of delays AT&T cancelled the order (so I’ve been paying for a service I don’t actually have). I bought a different AT&T SIM card elsewhere but have been unable to set it up:

1) At att.com/activate, when I select “activate my unlocked device,” it wants to set me up with a new plan. I already have a plan.

2) Also at att.com/activate, when I select “move my number to a different device,” it says “unable to transfer number.” It doesn’t ask whether it’s about my cell or tablet number.

3) At my account page, when I select “manage” for the tablet account, then “check if your device eligible [sic] to upgrade,” I now get an error message. I’ve tried this from the app and in a browser, again after quitting and restarting, etc.

4) When I first tried #3 a few hours ago and was able to enter my tablet’s IMEI number and the account’s billing ZIP code, I also got an error. This is the same tablet with the same IMEI that the plan was sent up for. I tried again several times and rechecked several times to make sure I had the numbers correct.

I’ve been Googling and searching AT&T support and can’t find an answer. In summary, I have a new and working SIM card for an existing data-only tablet plan with an existing phone number but can’t get everything working together. Any help would be greatly appreciated. Thank you.

ATTHelp

Community Support

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200.1K Messages

2 m مضت

Hey there @rwieck13, we'll be happy to help you get this new SIM card activated.

What error messages did you get when you tried to activate the SIM card a few hours ago? Have tried using different browsers, or clearing your cache and cookies then tried again? Knowing this can help us narrow down what's going on when you use the activation portal. Is the SIM card already inserted into the device? You can use the steps on that page to do so if it isn't already inserted.

Please let us know if this helps.

Dylan, AT&T Community Specialist

New Member

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3 Messages

1 دقيقة مضت

Yes, the SIM card (the new one that I bought) is in the tablet. When I go to “Cellular” in the tablet’s settings, it recognizes there’s a card, but there’s no internet connection.

I’m not getting the error messages as before, but I still can’t activate or use the new SIM card. In the app and on the website, when I try to activate it, it either tells me the number is already active or there’s nothing associated with that number that can be activated.

I have an active plan and active number. I just need to get them associated with the new SIM card, but I can’t find how to do that.

ATTHelp

Community Support

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200.1K Messages

1 دقيقة مضت

Hey there, ! Thank you for providing more details about the trouble you're having attempting to activate your SIM with your tablet!

 

We need to take a closer look into your account to check for any provisioning errors so that we can provide the necessary troubleshooting steps to get your service set up.

 

To keep your personal account information secure, we'd like to meet in a direct message. You will find our message by locating the chat icon which is next to the bell icon in the upper right corner of the Forums. Please have your login credentials available for verification purposes.

 

In the meantime, try using our activation link to set up your SIM. We look forward to helping you! We'll speak with you soon!

 

Jonye, AT&T Community Specialist

New Member

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3 Messages

1 دقيقة مضت

I’ve been in direct messages but now haven’t heard anything in going on two days. Can anyone else help please? Thank you.

I’ve been to the “set up your SIM” link above several times and either get told that the phone number is already active or there’s nothing associated with that number that can be activated.

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