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SIM card no longer working
I just ordered an AT&T prepaid phone from Walmart's website. I popped the sim card from an old phone into the new one and it's not working properly. The sim card also no longer works in the old phone. I called AT&T customer service and they said that the phone wasn't properly scanned as sold based on the IMEI number. They said to bring the phone to Walmart to have it properly scanned and then it should work. This doesn't seem right because I ordered it online.
When I look at the "about my phone" section the proper phone number shows up. I just can't use it. How do I resolve this issue?
formerlyknownas
ACE - Sage
•
118.4K Messages
2 months ago
You were told mostly correctly when you called AT&T.
The phone you purchased was not scanned out properly so there's a point of purchase error and the phone is blocked. They essentially consider the phone stolen until the point of purchase error has been removed which is why your SIM card no longer works.
So call AT&T back. You will need the invoice from your online purchase which should show your invoice number and information about the phone (IMEI) that you purchased online. AT&T needs that information to remove the point of purchase block on the new phone.
Then explain to them that the point of purchase block also blocked your SIM card. They will probably ask you for the ICC ID number which is on the SIM card itself in very tiny letters. And then verify the IMEI of the phone you're going to use it in again to make sure it's valid. This should be resolved in a phone call.
(If resolved with Walmart, you would have to do a phone exchange and since you bought it online they probably will not do it in a physical Walmart store)
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