iPhone 6 AT&T Activation Issues

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Level 1

6 points

iPhone 6 AT&T Activation Issues

To whom it may concern…. I thought I would share my story so another poor sole would not have to experience it.. I received my new iPhone 6 ordered through the Apple Store online. Powered on the device, started to go through the activation process, got to the area to enter my providers (AT&T) billing zip code and last four digits of my social security number… This failed; stating the information I was entering was incorrect. I noticed I had cell coverage, turned off WiFi to confirm it was indeed connected, and it was, tried again it failed.. Restarted the device, tried again still no dice… I then tried performing the same series of steps through iTunes, still with no luck. Tried a updated MAC and even a Windows PC… I have no firewalls in place and actually disabled anything that could remotely be blocking the connection on my home personal network. Confirmed my host file was not altered in any way as well. SO.. per instructions from the ever so handy prompts... I call the 800 number listed in the prompt. I then get directed to PURCHASE a support package for this call... I refuse and sit in silence to then get re-directed to someone.. (genius I know) This person told me that he actually just got off the phone with someone that had the same or similar sounding issue, and advised me to call AT&T. So.. I then call AT&T.. long story short.. They confirm the information I am entering in is indeed correct. Was able to confirm ICCID and IMEI number and they did indeed see on their portal my phone was indeed activated… yet on the device itself, it displayed the information I was entering was incorrect. They confirmed the network I was on showed the correct set of APNs, that the correct calling plan was active and the terms and agreements were accepted. All showing the account was perfectly fine.. Not knowing the exact relationship between AT&T and Apple’s servers and how this information is shared or past along… tried to restore the device.. Booted the phone into restore, device prompts to connect to iTunes, I connect device, message states to download ios8 and install. I proceed… I then get the following error 3194 in iTunes on my MAC, more than likely because I’m on preview of Yosemite I thought.. and I’m sure I signed something somewhere noting I could experience a wide range of issues and that “Apple” was not at fault.. Which is cool… SO.. back over to the deeded Windows machine… upgraded iTunes, attempted to restore, and what do you know.. the restore worked.. Ever so anxiously I wait for the device to boot up… I was presented with similar notifications.. BAM failed again.. AT&T support told me to go to an AT&T store… Livid I do this… after an hour of trying the same troubleshooting steps, not listening to my various troubleshooting steps… they did try a new SIM just to see, hoping that would work, but it didn’t. They told me to go to an Apple store… I then drive to an Apple store, of course it was packed, who doesn’t wasn’t a new iPhone!? I was assured specialists were on site, and they were. Three AT&T “experts” never saw this issue.. SO… they gave me a new phone.. 5 hours after getting my new phone and various hours explaining over and over again what the issue was and it is in no database anywhere… please.. add this to a database or article somewhere… The fix was a new phone…. IF there is a logical explanation for all of this. I would LOVE to hear it. -A loyal Apple customer Brandon

Posted on Sep 19, 2014 6:46 PM

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Answer 1

Best reply

gongxiaomu

Level 1

0 points

Sep 19, 2014 9:15 PM in response to LittleJob

Jesus I finally see someone having the same issue! I called Apple and AT&T for more than 3 hours this afternoon and still was not able to solve this. Someone from Apple finally told me that it might take up to a few days before they could solve this. This does make a bit sense to me! So disappointed this time. It seems going to an Apple store is the quickest solution right now but the nearest one is 1.5 hr away.. A loyal Apple but really disappointed this time.

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Answer 2

RJM3607

Level 1

0 points

Sep 20, 2014 5:16 AM in response to LittleJob

Same issue here! I've been on the phone with ATT and Apple a total of over 3 hours yesterday about this issue. Both companies point fingers at each other.

I restored the phone with iOS8... didn't help.

Here are my scenarios:

1. Wifi connection = Get 'ATT was unable to verify your identity' error.

2. iTunes connection = Get 'ATT was unable to verify your identity' error.

3. Cellular connection = Get 'It may take a few minutes to activate your iPhone', and then says 'ATT activation server can not be reached'.

Simply put, Apple blames it on ATT's activation servers. ATT tells me everything on their end is already activated for me, and that its a phone issue that apple must resolve. I tell Apple this, and the only thing left to do is get a new phone. But when I have a 6+, it'll be WEEKS before thats possible.

TERRIBLE EXPERIENCE.

I have a thread on macrumors.com regarding the issue and SEVERAL people are experiencing it.

http://forums.macrumors.com/showthread.php?t=1783862

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Answer 3

BroncoX

Level 1

0 points

Sep 20, 2014 9:07 AM in response to RJM3607

I went into an AT&T store last night (9/19) try to activate my phone. The stuff told me that their activation server is down and they are fixing it. He also told me there is no tell on when it will be up again and ask me to try activate it again today. I am pretty sure it's AT&T's fault as the stuff told me this is not the first time. 😟

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Answer 4

RJM3607

Level 1

0 points

Sep 20, 2014 9:16 AM in response to BroncoX

The activation server was up yesterday and allowed me to get to the zip code/ssn screen, and still gave me the error. Now (over cellular), the phone can not reach the activation server at all. When connected to iTunes and Wifi, it immediately gets an error that my information can't be verified as correct. APPLE PLEASE ADVISE!!!!!

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Answer 5

Sep 20, 2014 9:18 AM in response to RJM3607

This is a user to user forum. Apple's not here, nor will they "advise." If you are having issues connecting to your carrier, you need to contact your carrier directly.

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Answer 6

Sep 20, 2014 1:22 PM in response to lobsterghost1

I got my phone yesterday, activated it last night thru the ATT website. My old iphone 5 was deactivated by the service but my shiny new iphone 6 refused to activate on to ATT. Thanks ATT and Apple.. would you ever get this right??

Anyhow I fixed it by resetting the network settings. Goto Settings->General->Reset->Reset Network Settings.

The phone will restart but magically you will get ATT service now.

Good luck!!

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Answer 7

RJM3607

Level 1

0 points

Sep 20, 2014 2:26 PM in response to Jaikannan

The problem we have is that we can't get into the home screen. It won't let us bypass the activation screen.

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Answer 8

LittleJob Author

Level 1

6 points

Sep 20, 2014 2:46 PM in response to RJM3607

The activation servers weere fine yesterday. I saw literally 30 people come in and out no issues.. After a series of troubleshooting and swapping out the sim, still no dice. They returned my pre order and I purchased a new device. Went through the activation steps on the phone, in seconds I was fully functional. I had a group of 5 apple techs and 3 AT&T speciallists baffled. They said they did indeed have some devices that were DOA but not like this..

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Answer 9

LittleJob Author

Level 1

6 points

Sep 20, 2014 2:47 PM in response to RJM3607

Go in there and request a new one. Reference this form and the series of troubleshooting steps taken..

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Answer 10

Sep 20, 2014 4:37 PM in response to Jaikannan

Jaikannan wrote:

I got my phone yesterday, activated it last night thru the ATT website. My old iphone 5 was deactivated by the service but my shiny new iphone 6 refused to activate on to ATT. Thanks ATT and Apple.. would you ever get this right??

Anyhow I fixed it by resetting the network settings. Goto Settings->General->Reset->Reset Network Settings.

The phone will restart but magically you will get ATT service now.

Good luck!!

You didn't have to reset network settings. If you read what you were supposed to do to get on AT&T's network on your new phone, you'd have known all you needed to do was turn your phone off for 5 minutes and then turn it back on. According to their activation website, this lets their network servers reset with the new IMEI number for your phone.

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Answer 11

Sep 22, 2014 3:50 PM in response to LittleJob

Well, I have an unlocked iPhone 5c I just purchased today. It will also not activate and is telling me it can't reach Apple's servers to activate and try again later. I already did resets, etc. This phone was suppose to replace a less than two week old 5s that is burning through the battery in "low-signal mode."

I also just purchased myself a Mac-Mini and iPhone 6. The iPhone 6 has a yellow and dark patch band across the top of the screen and down the right side and another dark blotch in the bottom left. The Mac-Mini keeps losing it's wifi signal. I'm beyond ****** off right now in the $1k plus dollars I've spent over the last couple of weeks or so.

I already posted pictures on the iPhone 6 and called Apple, which deemed it defective. I'm flabbergasted that all four Apple products are defective! ! ! And incase you were wandering I do have an Apple router that is working fine with my Nexus for and 2 windows 8 machines I have in my phone; one an HTPC and the other for gaming/couponing (for my wife).

It appears that the activation issue is predominantly AT&T customers. I'm a Tmobile and this was the only forum I could find with recent activation issues. I'm ticked I"ll need to do another couple hour round trip to the Apple store >:-(

I'm tempted to return all of my Apple crap, but I honestly do enjoy their software, ecosystem, etc overall. I'll be beyond ****** though if I have any further issues when exchanging these items. I'll be returning the iPhone 5S.

Phew...I'm glad to get that off my chest lol.

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Answer 12

Sep 22, 2014 5:49 PM in response to gongxiaomu

A update. I just received a call from the senior advisor, he told me that they figured the problem and if I put all 0s to both zipcode and social, it should work. I just activated with iTunes and after 3 days of waiting I finally see the home screen of my new iPhone! Good luck to other folks with the same problem.

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