
New Member
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4 Messages
Esim carrier reveal request
Hello dear community,
Please help me to receive assistance withe a 'carrier reveal' request.
I have received a new ipad pro, which does not reveal any esim option other than at&T postpaid.
I am traveling with this device and need to be able to install alternative esim carriers.
Thank you for your help!
Accepted Solution
Official Solution
ATTHelp
Community Support
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215.3K Messages
3 months ago
Hello, @Penelope12! We want to help point you in the right direction.
To best serve you with the carrier visibility request, while you are out of the country; please call +1.314.925.6925 (free from device) or chat https://www.att.com/contactus/index/wireless.html?tab=1
Thank you for reaching out to the AT&T Community Forums!
Rachel, AT&T Community Specialist
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Accepted Solution
Penelope12
New Member
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4 Messages
3 months ago
Greetings and thank you once again for your reply.
I called AT&T customer service at the above mentioned number, and was recommended to revisit the store where the iPad was purchased, in order to clarify with them, why the esim at&t account has not been cleared by them.
As I am not a customer of AT&T, there is no option for me to access the account and clear the esim.
Nevertheless, I am given by the ipad device the option to enroll for an AT&T data plan using the embedded esim starting at 55US monthly fee.
But... since I am not headed for the States within the next months, this would be an ineffective additional expense that can not be used abroad while all I required is to enable a local esim while abroad.
I will revisit the store of purchase to see, if there is anything they can do about it to help.
Meanwhile I would like to thank you for your time to assist with this, even though I did not succeed to make this work.
Regards
Penelope12
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ATTHelp
Community Support
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215.3K Messages
3 months ago
Hi Penelope12, we want to help with your carrier visibility request!
In order to do so, we need some more info:
In the meantime, you can try out these instructions to delete eSIM info, if you are not using our service:
After placing the new SIM card in the device, we recommend performing a network reset, to return your settings to factory defaults.
To delete SIM information:
For embedded Apple SIM: Go to Settings > General > Reset > Erase All Content and Settings > Erase iPad.
Users are presented with a choice to maintain or delete SIM information.
For eSIM-based iPads:
Keep us updated! Thank you for posting on the AT&T Community Forums!
Rhoda, AT&T Community Specialist
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Penelope12
New Member
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4 Messages
3 months ago
Thank you for your detailed response with multiple options.
The iPad has only the esim associated with an "AT&T postpaid account", although I did not yet enroll into any monthly plan.
I have no option to check for an AT&T account number.
When I am trying I.e. to purchase a prepaid plan for AT&T, it would display on the screen, that it is already enrolled in a different account, which though is not activated as the device is new.
The ipad unit was paid off in full and has been activated less than 72 hours since the day of purchase, in case this info helps.
Following your above guidelines, I have attempted to delete the AT&T esim account, but obviously the association to the default account with you was not cleared.
The "add new cellular Plan" option is the only selection together with the AT&T option as choice, but this would not allow me to install a different local esim provider due to the message to contact the carrier (AT&T).
I am not sure, if I could explain myself in a way that you can understand my issue, but would be very happy to have you check my IMEI for any restrictions.
Thank you for your assistance ☺️
(edited)
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ATTHelp
Community Support
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215.3K Messages
3 months ago
Thank you for this information, @Penelope12.
We'd like some additional context from you, based on what you've just given us. Please answer the following questions for us:
Please share these answers with us, so we can continue looking into this together.
Dylan, AT&T Community Specialist
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Penelope12
New Member
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4 Messages
3 months ago
Greetings again and thank you for your support.
- I don't have an AT&T account.
- I am not traveling within the USA. The ipad was purchased from an Apple Store in Dubai.
Thank you
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