Please HELP SOLVE THIS ISSUE NO AT&T AGENT CAN RESOLVE! Unable to add eSIM to new phone for three days

Just to clarify, your phone number is not on either phone? Or is there just no service on the new phone but it does show your phone number / eSim has been transferred? 

Are there any errors on the phone? Such as a point of purchase error? 

Did you get a message when trying to activate saying that the phone is being financed on a different account? 

Where did you get the iPhone 14? AT&T, different service provider? Did it come from an independent third party, like off swappa, eBay, craigslist? 

If you are not the original owner, and the phone is secondhand, Have you done an IMEI search to see if the phone has been blacklisted

Are you able to claim your phone number by verifying your ID is connected with that phone number and account and have AT&T restore your e-Sim on the new phone?   How about restoring service to the old phone? At this point I can imagine that any phone would be better than no phone 

Thank you for responding!! (answers below)

- Phone number DOES appears on the iPhone 14 under Cellular but says "no SIM" 

- No errors on the iPhone 14 

- No there were no messages when trying to activate it (nothing about another account, etc)  about it Did you get a message when trying to activate saying that the phone is being financed on a different account? 

- iPhone 14 is not from any cellular provider. It is a certified refurbished device. Unlocked and under warranty.  

- IMEI has been checked by AT&T support and confirmed that it was able to receive the transfer. Which was then initiated. 

- my phone number is still connected to my AT&T account/ID. They did try to restore the e-SIM (this part may sound odd so I want to preface with that)

• This morning my OLD iPhone 12 showed my cellular number attached to it. The AT&T agent had me take steps to reset the network and delete the eSIM on that phone. Once that was done my number appeared under the iPhone 14 Cellular but says "no SIM". This is where I'm stuck now -- all attempts to download the eSIM on the iPhone 14 fail.
• This morning the AT&T agent also tried to restore service to the OLD iPhone 12 but when that did not work is when we delete the eSIM from that original phone. And left me where I am at now. 

I will cancelling my account with AT&T and moving to a new provider if this is not resolved by 5pm today. It is outrageous that NO ONE is able to fix this for either device. 

Just so you understand, this is not AT&T or how to reach AT&T. So it's not something we can solve here. All I'm doing is spitballing all I can think that would prevent service from working. 

So here's where I'm at. There's something wrong with the iPhone 14. I don't know what it is. And since you indicate the phone is a refurbished 🚩 phone, the phone itself, where it came from, and its status to be functional on AT&T, or any network may be the problem. 

I would run the IMEI on a couple of blacklist checkers to see if it comes up as blacklisted.  And also run it through AT&t's unlock portal to see what that has to say 

https://www.att.com/deviceunlock/

If it comes back as lost or stolen, or not paid off, that might be your problem.  

In order to get your service active, and even switch service providers, you need to be able to contact AT&T and get them to reactivate service on the iPhone 12.  Unless there is something tremendously wrong with your service itself, I can't see why service couldn't be restored to a physical Sim and then put back on the iPhone 12.

If there is something wrong with the iPhone 14, it's IMEI for whatever reason is blocked from the network, you may have to verify the IMEI of the iPhone 12  to get your service working again. 

   And before you switch to another service provider, take advantage of the free offers to check out their Network. For example, Google fi can download an esim through your Google account. 

(Both T-Mobile and Google fi offer a free test drive with a throwaway number as long as you have an esim to download ) 

If downloading an esim to the iPhone does not work through Fi, or T-Mobile, there is definitely something wrong with that phone.

Good luck.  My curiosity it peaked.  I hope you'll check back with your progress, and definitely check back with a solution. 

Personally, I no longer purchase secondhand phones unless I can go through swappa. And I've even had a bogus purchase through them in the past. So it's new phones for me.  Very sorry for your troubles. Fingers crossed 

Darn spammers 

Hi @davis527750, 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page [www.att.com/support/contact-us/], and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

Thank you for contacting AT&T Community Forums,

Andrew, AT&T Community Specialist.

A refurbished phone usually means a problem phone. Do let us know how it all works out.

@formerlyknownas  I missed the spammer. Darn it! 😉