Friday, October 14, 2016

AT&T has an iPhone network configuration problem.

This is a good news / bad news AT&T post.

The good news is that the support service I received on an iPhone connection issue was excellent.

The bad news is that after the support call I received an email telling me I’d signed up for paperless billing. (No, I didn’t. What’s with the Wells Fargo ploy?)

The badder news is that AT&T has some kind of network activation bug. I think it has to do with updating the relationship between an ICCID (SIM card identifier, this is in term mapped to a phone number) and an IMEI, and then provisioning the services a customer should receive.

I first saw this a year ago with Emily’s iPhone 5s to a new 6s upgrade. I swapped the SIM card; it seemed to work but she couldn’t forward calls. The fix was a new SIM card and a visit to (link there to phone activation).

I ran into a slightly different version of this problem with #3’s transition from an iPhone 5 to a pre-owned 6. I moved the SIM card over, but she had no data services and iMessage wouldn’t activate. Her phone claimed a 4G connection, but in reality no data was moving. Only voice and SMS worked.

The good service came from an AT&T support chat. The tech told me this was a common issue (worsening?), but we still had to walk through the usual steps (I’d already executed Apple’s troubleshooting steps). I didn’t have time though, so I asked for a fresh SIM card instead. The rep said it would appear in a week or so. In fact it showed up 20 hours later via FedEx overnight express.

That’s pretty cool. Shame about the paperless billing thing though.

Why did I want a new SIM card? I figured AT&T’s problem is a database bug, and a new SIM card rewrites AT&T’s database records. As I’d hoped it worked instantly. I think AT&T’s 2nd tier support might be able to fix the database records by hand, but the SIM card fix is faster. (It didn’t enable WiFi calling though — when I tested that I got a message to call AT&T to enable it.)

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