Editing Openai/689d5536-2710-8008-9dd0-96de4530ae04


{{DISPLAYTITLE:SIM card issue troubleshooting}}

''This conversation was exported from ChatGPT''<ref>{{cite web|title=SIM card issue troubleshooting|url=https://chatgpt.com/share/689d5536-2710-8008-9dd0-96de4530ae04|publisher=ChatGPT|access-date=2025-12-01}}</ref>

== gpt-5 ==
=== User: My iPhone for the past month or so has been unable to make phone calls reliably most of the time when I type a number a… ===
My iPhone for the past month or so has been unable to make phone calls reliably (most of the time when I type a number and hit dial it IMMEDIATELY fails, like there's no chance it was actually waiting for a tower), and incoming calls go straight to voicemail. If I reboot, sometimes I can get one call out of it before it breaks again. SMS text messages (to Android people, vs iPhone people which don't use SMS) fail about 4 out of every 5 times, but eventually enough retries make it through. I've checked and my account is paid up, and no one at AT&T knew what was wrong.

Is it possible that there's some corrosion on my SIMM card or something? I have this in a case so to even get at the SIMM card will be a pain, but it's all I can think of.

=== Assistant: Yes — a dirty or loose SIM card could cause exactly the kind of symptoms you’re seeing, but it’s only one of several li… ===
Yes — a dirty or loose SIM card could cause exactly the kind of symptoms you’re seeing, but it’s only one of several likely culprits.
Given the pattern you described — calls failing instantly, incoming calls going straight to voicemail, SMS to Android often failing, but iMessage still working — the root cause is almost certainly that your phone isn’t reliably attaching to AT&T’s voice/SMS network, even though data (LTE/5G) might be working. That can happen for a few different reasons:
# SIM card issues (corrosion, poor contact, or physical damage)
* A tarnished or slightly corroded contact can cause intermittent registration with the carrier.
* A loose SIM tray or dirt in the slot can break the connection mid-session.
* Pulling the SIM, cleaning the gold contacts with a microfiber cloth (dry) or a little isopropyl alcohol, then reseating it is a good first step.
* If you have access to an AT&T store, they can swap you a new SIM for free — that’s the fastest way to rule it out.
# Carrier provisioning or network registration problem
* Sometimes the carrier’s backend loses a flag that says your SIM is allowed on voice/SMS, but data keeps working.
* This is more likely if you changed devices recently or the problem started after an update.
* AT&T support can “re-provision” your line — ask specifically for them to refresh your SIM’s profile on the network.
# Network mode or settings misconfiguration
* In Settings → Cellular → Cellular Data Options → Voice & Data, toggle between LTE and 5G, and make sure Voice & Data is enabled (not data-only).
* Try Settings → General → Transfer or Reset iPhone → Reset → Reset Network Settings. This clears out stale tower, APN, and IMS settings.
* Make sure Airplane Mode is off, and that you’re not accidentally in Wi-Fi Calling–only mode.
# Hardware failure in the baseband radio
* Rare, but if cleaning/reseating the SIM and resetting network settings doesn’t help, and a new SIM shows the same problem, the phone’s cellular radio or antenna path could be failing.
* This is more likely if you’ve noticed declining signal strength in all locations, or if the issue happens on multiple carriers’ SIMs.

Recommended next steps:
# Back up your iPhone first.
# Remove the SIM, clean contacts, reseat it.
# If no change, go to AT&T and request a SIM replacement + provisioning refresh.
# If still broken, reset network settings.
# Test in a known-good coverage area.
# If the issue persists, test with a different SIM or try your SIM in another phone to isolate device vs network.

If you want, I can give you a step-by-step walkthrough for removing the SIM from an iPhone in a case so you don’t risk damaging anything. That would let you try the simplest fix first. Do you want me to make that?

=== User: I have an iPhone 11 pro max. ===
I have an iPhone 11 pro max. I don't know that I've ever removed the SIMM card. I've got a paperclip and I'm trying to push it into the hole but nothing is happening. Am I doing it wrong? Do I push straight in, or try to use it an an angle as a lever or something? I was pushing straight in but didn't want to push too hard

=== Assistant: On the iPhone 11 Pro Max, you want to push straight in — no angling, no levering. ===
On the iPhone 11 Pro Max, you want to push straight in — no angling, no levering.
Here’s how to do it safely:
# Find the SIM tray location
* Hold the phone with the screen facing you, volume buttons on the left.
* The SIM tray is on the right-hand edge, just below the side button.
* You’ll see a tiny pinhole — that’s the eject hole.
# Insert the paperclip
* Use a thin, straightened paperclip or a SIM eject tool.
* Place the tip directly into the hole — make sure it’s actually in the hole, not pressing on the tray edge.
* Push straight in with steady, firm pressure — you’ll feel a little resistance from the spring, then a click. - You don’t need to slam it, but you do need more force than you might expect if you’ve never done it before. - If nothing happens after a few seconds of steady pressure, the tip might be slightly too thick — a safety pin or the official SIM tool can work better.
# Remove the tray
* Once it pops, it will protrude slightly — pull it straight out.
* Note the SIM’s orientation (angled corner).
# Cleaning
* Wipe the gold contacts on the SIM gently with a microfiber cloth or cotton swab dipped in 90%+ isopropyl alcohol, then dry fully.
* Blow out the slot lightly (don’t blast with canned air too close).
# Reinsert
* Put the SIM back in the same orientation, push the tray in flush.

If you’re pushing straight in and nothing at all moves, your paperclip may be too thick or blunted, so it’s pressing around the eject pin instead of into it. The hole is tiny — about 0.8–1 mm wide — so something like a sewing needle or safety pin often works better.

If you want, I can give you a quick troubleshooting checklist for “paperclip won’t eject the SIM tray,” so you can tell if the problem is the tool or the tray itself. Would you like me to make that?

=== User: That gave me the courage thank you. ===
That gave me the courage thank you. The card looks pretty clean - I used a microfiber cloth. I have no way of knowing if the contacts INSIDE THE PHONE are dirty?

=== Assistant: Glad you got it out! ===
Glad you got it out!

Unfortunately, yeah — you can’t really see or reach the contacts inside the phone without disassembling it, and that’s not something you can do safely at home without specialized tools (and it voids water sealing).

Here’s what you can do without opening it up:
# Blow out dust/debris carefully
* Hold the phone with the SIM slot facing downward so anything loose can fall out.
* Use a gentle burst of canned air from several inches away — too close can cause moisture from the propellant.
* Don’t stick anything inside; the contact springs are delicate.
# Alcohol “vapor” cleaning trick
* Put a drop of 90%+ isopropyl alcohol on the corner of the microfiber cloth (not dripping).
* Gently touch that corner to the SIM’s contacts before inserting — this way, when you reinsert it, the alcohol can transfer and dissolve minor grime on the phone’s pins.
* Let it dry 30–60 seconds before powering on to avoid any shorting.
# Test with another SIM
* The quickest way to know if the phone’s contacts are the issue is to put in a known-good SIM from a friend/family member (same size — nano-SIM).
* If that SIM works fine, the problem is almost certainly with your old SIM.
* If it fails in the same way, the fault is either the phone’s contacts or its cellular radio hardware.

If you want, I can lay out a diagnostic decision tree so you can figure out whether this is:
# SIM problem
# iPhone hardware problem
# AT&T provisioning/network problem

That way you’d know before you go to the AT&T store whether you’re asking for a SIM replacement or a warranty repair. Want me to do that next?

=== User: So far all SMS messages have worked but I still get "Call Failed" immediately for every phone call I attempt. ===
So far all SMS messages have worked but I still get "Call Failed" immediately for every phone call I attempt.

=== Assistant: That’s actually a big clue — if SMS is working now but voice calls fail instantly, your iPhone is still having trouble … ===
That’s actually a big clue — if SMS is working now but voice calls fail instantly, your iPhone is still having trouble attaching to AT&T’s voice service, even though it’s connected enough for text.

Here’s what that usually means:

==== - SMS to Android travels over the traditional carrier voice/SMS network (2G/3G/VoLTE). ====
* iMessages use data only — so they’ll work as long as your LTE/5G data works.
* The fact that SMS now works suggests the SIM’s connection to AT&T is at least partially healthy.
* Instant call failure (no ringing, no delay) means the phone is failing the initial “voice attach” handshake — often a VoLTE setting or provisioning problem on the carrier’s side.

==== 1. Toggle Airplane Mode - Turn Airplane Mode on for 30 seconds, then off. - This forces a fresh registration with the network. ====
# Check Voice & Data settings - Go to Settings → Cellular → Cellular Data Options → Voice & Data. - If it’s on 5G, try switching to LTE (or vice versa) and retry a call. - Make sure “VoLTE” or “LTE for Calls” is enabled.
# Turn Wi-Fi Calling On/Off - Settings → Cellular → Wi-Fi Calling — toggle it on, wait a bit, then try a call. - If already on, try turning it off to force calls over the tower instead of Wi-Fi.
# Reset Network Settings - Settings → General → Transfer or Reset iPhone → Reset → Reset Network Settings. - You’ll have to re-enter Wi-Fi passwords afterward.
# Test Another SIM or Device - Put your SIM in another phone. - If calls work there, the iPhone’s the problem. - If calls still fail instantly, AT&T needs to reprovision your line.

==== - A SIM can register for SMS/data but fail voice if the network thinks your device isn’t VoLTE-capable (or if your VoLTE flag got dropped on your account). ====
* AT&T stopped allowing non-VoLTE calls entirely after the 3G shutdown, so if VoLTE provisioning is wrong, all calls fail instantly.
* AT&T tech support can “refresh” or “re-provision” your line in under 5 minutes — you just need to ask for a VoLTE provisioning check.

If you want, I can give you the exact wording to tell AT&T support so you don’t waste an hour with basic scripts. That’ll get you directly to the “provisioning refresh” you probably need.

Do you want me to write that out?

=== User: 1. ===
# Toggling airplane mode didn't work.
# Tried turning wifi calling on, first call failed. After that got a few calls in. Had my daughter Hashi call me and it connected, I heard about 1 second of her saying Hello, then I got "Call failed". She confirmed that she didn't hang up.

=== Assistant: Got it — that’s actually an even stronger sign this isn’t a dirty-SIM issue anymore and is more likely an AT&T VoLTE re… ===
Got it — that’s actually an even stronger sign this isn’t a dirty-SIM issue anymore and is more likely an AT&T VoLTE registration / provisioning problem.

Here’s why your test points that direction:
* With Wi-Fi Calling off, calls fail instantly — that means the phone never even gets a “ring” signal from the network.
* With Wi-Fi Calling on, calls sometimes connect, but the voice drops after 1 second — that’s classic for a mismatch between what your phone is trying (VoLTE or Wi-Fi) and what AT&T thinks your line supports.
* SMS still working means your SIM is still recognized by the network, so it’s not completely dead.

==== 1. Contact AT&T support (phone or in-store) and ask them to: - “Check and refresh VoLTE provisioning on my line.” - “Re-register my SIM for IMS services (voice over LTE, SMS, and Wi-Fi calling).” - “Push a network profile update to my device.” These are all things they can do remotely. Sometimes they’ll call it “rebuilding the line” or “resetting features.” ====
# Mention that: - Calls fail instantly when VoLTE is used. - Wi-Fi Calling connects briefly then drops after a second. - SMS and data are fine. - You’ve already reseated the SIM and reset network settings.
# If they resist: - Tell them this started ~a month ago, possibly after an account or network update. - Ask for Tier 2 or “advanced technical support” — they have access to the IMS/VoLTE provisioning flags.
# If provisioning refresh doesn’t help: - Try a brand-new SIM from AT&T (free at most stores). That forces the network to rebuild your profile from scratch. - If the new SIM in your iPhone still fails but works fine in another phone, then it’s an iPhone hardware or iOS issue.

If you want, I can give you a ready-to-read one-paragraph “tech support script” that should get AT&T to skip the basic “turn it off and on” stuff and go straight to fixing the VoLTE profile.
Do you want me to write that out for you?

=== User: yes ===
yes

=== Assistant: Here’s the one-paragraph script you can read to AT&T support so they skip the “try rebooting” phase and get straight to… ===
Here’s the one-paragraph script you can read to AT&T support so they skip the “try rebooting” phase and get straight to the right fix:

: 

If you want to maximize your odds, I can also give you the exact terminology AT&T uses in their internal tools so you can sound like an insider and get to Tier 2 faster.
Do you want me to make that cheat sheet?

=== User: How do I pronounce VoLTE? ===
How do I pronounce VoLTE?

=== Assistant: Most people pronounce VoLTE as "vol-tee" — like “vol” rhymes with “doll” + “tee.” ===
Most people pronounce VoLTE as "vol-tee" — like “vol” (rhymes with “doll”) + “tee.”

It stands for Voice over LTE (Long-Term Evolution), so technically you could say “voice over L-T-E,” but in carrier and tech support circles “vol-tee” is the common shorthand.

If you want to sound like you know the lingo when talking to AT&T, “vol-tee” will land right.

=== User: How do I get them again? ===
How do I get them again? Is it like 611 or something?

=== Assistant: Yep — on AT&T you can just dial 611 from your iPhone and it’ll take you straight to AT&T customer service, free of char… ===
Yep — on AT&T you can just dial 611 from your iPhone and it’ll take you straight to AT&T customer service, free of charge.

Here are your best contact options:
# Phone (fastest for your case)
* Dial: 611 from your AT&T phone, or 1-800-331-0500 from any phone.
* Say “technical support” or “advanced technical support” when the voice menu starts.
* If asked about your problem, say “calls fail immediately” — that usually routes you to someone who handles voice provisioning.
# AT&T Store
* Go to any corporate AT&T store (not an authorized reseller) — they can swap your SIM for free and trigger a VoLTE reprovision on the spot.
# AT&T App
* The myAT&T app has a “Chat with us” option, but chat agents are slower to escalate to Tier 2.

If you’re calling now, I’d recommend:
# Dial 611
# When the system asks why you’re calling, say “advanced technical support”.
# When you get a human, read the one-paragraph script we wrote earlier.

If you’d like, I can also give you a short escalation line you can use if the first rep doesn’t understand VoLTE provisioning. Want me to prep that?

=== User: Should I turn off wifi calling before I call them? ===
Should I turn off wifi calling before I call them?

=== Assistant: Yes — I’d turn Wi-Fi Calling off before you call AT&T. ===
Yes — I’d turn Wi-Fi Calling off before you call AT&T.

That way:
* Your call to them will go over the cellular network, so if they ask you to try something mid-call (like toggling settings or rebooting), they’ll be seeing exactly the conditions that are failing for you.
* It also prevents any confusion if they try to run live tests on your line while you’re on the phone — they’ll be testing the tower path, not your Wi-Fi path.

Once they fix the provisioning, you can turn Wi-Fi Calling back on if you want.

If you want, I can give you a quick 3-step checklist to do before you dial 611 so you’re ready for their troubleshooting. Would you like that?

=== User: Great sarcasm, even the 611 call fails now. ===
Great (sarcasm), even the 611 call fails now.

=== Assistant: Oof — if even 611 fails instantly, that’s basically proof you’re not attached to AT&T’s voice network at all right now. ===
Oof — if even 611 fails instantly, that’s basically proof you’re not attached to AT&T’s voice network at all right now.

That makes it almost certainly a carrier-side provisioning issue (or a SIM that’s no longer registered correctly), because 611 is a free, zero-credit-required call that should go through no matter what, as long as the phone has a valid voice registration.

At this point, you’ve got three realistic ways forward:

===== - Call 1-800-331-0500 from a friend’s phone or a landline. =====
* Have your AT&T account number and passcode ready.
* Tell them your AT&T phone can’t even dial 611 and you suspect a VoLTE/IMS provisioning failure.
* Ask for them to refresh/rebuild your line profile and re-provision the SIM.

===== - Bring your phone and ID. =====
* Tell them the SIM is likely bad or the profile is corrupted.
* Ask for a free SIM replacement and provisioning refresh — it’s quick and usually fixes cases like this.

===== - Borrow a nano-SIM from a working AT&T phone. =====
* If it works fine in your phone, the problem is definitely your SIM/account, not the phone hardware.

If you want, I can give you a quick “store visit” script that will get an AT&T rep to skip the usual “let’s reset your iPhone” dance and just give you a new SIM + reprovisioning immediately.
Do you want me to make that?

=== User: I'm in a COVID lockdown until about a week from now, so I can't go anywhere, and I don't want my son to hand me his pho… ===
I'm in a COVID lockdown until about a week from now, so I can't go anywhere, and I don't want my son to hand me his phone.

=== Assistant: Gotcha — so you can’t physically go to AT&T or swap SIMs right now, and you don’t want to handle your son’s phone. ===
Gotcha — so you can’t physically go to AT&T or swap SIMs right now, and you don’t want to handle your son’s phone.
That leaves us with remote-only recovery options.

==== 1. Use another device to call AT&T - A landline if you have one. - Or borrow any phone in speaker mode while you stand 6+ feet away (mask optional for safety) — they just need your account info to work on your line. ====
# AT&T website or myAT&T app - Log into your AT&T account. - Navigate to Support → Fix my wireless (sometimes under “Troubleshoot & Resolve”). - There’s an option to “Refresh your connection” — this can trigger a network re-registration without talking to a human. - If your SIM is still recognized, it might restore voice service.
# AT&T live chat - From a computer, go to: https://www.att.com/support/contact/ - Click Wireless > Technical Support > Chat. - Paste the same VoLTE-provisioning script we wrote earlier — chat agents can push line refreshes remotely. - Ask them to reset IMS provisioning and push an updated carrier profile.
# Carrier Settings Update - On your iPhone, go to Settings → General → About and wait a few seconds. - If there’s a “Carrier Settings Update” popup, accept it. - Then reboot and test.

If you want, I can rewrite our earlier AT&T script so it’s perfect for chat — short, precise, and impossible for them to misread — so you can paste it right into AT&T’s web chat and hopefully get this fixed without leaving the house.

Do you want me to do that next?

=== User: Ok I chose refresh my connection and it told me success. ===
Ok I chose refresh my connection and it told me success. I'm rebooting my phone now as instructed and I'll test it.

=== Assistant: Perfect — that “Refresh my connection” feature is basically AT&T’s self-serve mini-provisioning reset. ===
Perfect — that “Refresh my connection” feature is basically AT&T’s self-serve mini-provisioning reset.
If it worked, you should be able to:
# Place a call to 611 without instant failure.
# Receive an incoming call without it going straight to voicemail.
# Have the call last more than a second or two without dropping.

If 611 works, I’d also try calling a real number, then turning Wi-Fi Calling off and back on to see if both paths now behave normally.

Let me know what happens — if it still fails, we can move to the next “deep refresh” step that chat support can do.

=== User: 611 failed immediately multiple times ===
611 failed immediately multiple times

=== Assistant: Okay — that pretty much confirms the “refresh my connection” didn’t fully rebuild your voice profile on AT&T’s side. ===
Okay — that pretty much confirms the “refresh my connection” didn’t fully rebuild your voice profile on AT&T’s side.
At this point, the only real fix is for an AT&T human with IMS/VoLTE tools to re-provision your line or replace your SIM in their system.

Since you can’t go in person, the best path is AT&T web chat from your computer:

===== 1. Go to: https://www.att.com/support/contact/ =====
# Select Wireless → Technical Support → Chat.
# When the chat starts, paste this exact script:

: 
# Stay in the chat until they confirm they’ve done a line rebuild and IMS reprovision — sometimes they’ll call it “resetting network features” or “refreshing the SIM profile.”

If chat doesn’t work or disconnects, we could also try Wi-Fi Calling only mode as a temporary workaround so you can at least make and receive calls over the internet until AT&T fixes the cellular side.

Do you want me to walk you through turning your iPhone into Wi-Fi-Calling-only mode for the week you’re in lockdown? That way you can still use it like a normal phone until this is fixed.

=== User: They asked "Just to confirm did you try with resetting the network?" ===
They asked "Just to confirm did you try with resetting the network?"

=== Assistant: Yep — that’s their standard script checkpoint. ===
Yep — that’s their standard script checkpoint.

You can just reply with something like:

: 

Then immediately pivot back to:

: 

This keeps them from looping you through basic steps and nudges them toward the backend fix you actually need.

If you want, I can also give you two or three “trigger phrases” that tend to get AT&T reps to escalate right away. Would you like those?

=== User: Ok I got a tier 2 person. ===
Ok I got a tier 2 person. I said:

I'm not sure if you get the whole chat history during a transfer, so if not: My iPhone 11 Pro Max has not been able to make or receive calls for about a month. Calls fail immediately — even to 611 — and incoming calls go to voicemail or drop after 1 second. SMS and data work fine. I have reseated the SIM, reset network settings, toggled Airplane Mode, and tried Wi-Fi Calling on/off. This appears to be a VoLTE/IMS provisioning failure on my line. Please rebuild my line profile, refresh IMS/VoLTE provisioning, and push an updated carrier settings profile to my phone.

=== Assistant: Perfect — that’s exactly what Tier 2 needs to hear. ===
Perfect — that’s exactly what Tier 2 needs to hear.
You’ve covered the symptoms, ruled out the obvious fixes, and named the backend actions they can take.

At this stage, Tier 2 should:
# Check IMS registration status for your line in their system.
# Toggle/re-provision VoLTE & Wi-Fi Calling flags.
# Push an OTA carrier settings update to your device.
# Possibly rebuild the line entirely in the HSS/HLR (their subscriber database).

Once they say they’ve done something, I’d:
* Turn Airplane Mode on and back off, or reboot.
* Immediately try 611.
* If that works, test a real outgoing call and an incoming call.

If it still fails, the key phrase to keep them moving forward is:

: 

Do you want me to give you the quick follow-up test sequence to run while you still have them on chat so you can confirm it’s fixed before they close the ticket?

=== User: He asked "Since when are you facing this issue?" ===
He asked "Since when are you facing this issue?"

=== Assistant: You can answer with a short, specific timeframe — and keep it tied to the fact it’s been continuous since it started. ===
You can answer with a short, specific timeframe — and keep it tied to the fact it’s been continuous since it started.

Something like:

: 

This tells him:
* It’s not a brand-new phone activation issue.
* It’s not an intermittent tower problem.
* It’s long enough that it’s clearly not a temporary outage.

After you give that answer, I’d immediately pivot back to:

: 

Do you want me to also prep an answer in case he next asks “Where are you located?” — since that’s a common follow-up?

=== User: I said "About a month ===
I said "About a month
Occasionally I can get a phone call in but it fails 9 out of 10 times, and when it fails it fails 100% of the time for some chunk of time.
Text messages fail 4 out of 5 times.
Incoming phone calls go straight to voicemail
I can't even call 611 today
I removed the simm card, wiped it with a microfiber cloth, replaced it, rebooted. Nothing. Tried switching to wifi calling and then back, nothing."

=== Assistant: That’s a solid answer — you’ve basically handed him the entire diagnostic timeline, so there’s no excuse for him to loo… ===
That’s a solid answer — you’ve basically handed him the entire diagnostic timeline, so there’s no excuse for him to loop you through basics again.

At this point, Tier 2 should:
* Recognize it’s not location-based (since it’s been going on for a month in multiple attempts).
* Recognize it’s not a handset settings issue (you’ve done SIM reseat, network reset, Wi-Fi Calling toggle, reboot).
* Recognize it’s not a temporary outage (it’s consistent and even affects 611).

If he still hesitates, I’d gently nudge:

: 

Once they apply a change, I’d immediately test 611 while still connected to the chat — that’s the quickest confirmation it’s actually fixed.

Do you want me to prep a step-by-step live test checklist you can run while you’ve got him on the line so you know for sure it’s resolved before ending the chat?

=== User: He said "Are you now chatting from the same device?" I said "I am on my MacBook pro talking to you via a chat interface… ===
He said "Are you now chatting from the same device?" I said "I am on my MacBook pro talking to you via a chat interface in Chrome. My phone is sitting here". He said "Perfect!". He's typing now.

=== Assistant: Good — that “Perfect!” is usually them confirming they can safely run live changes on your line without dropping your c… ===
Good — that “Perfect!” is usually them confirming they can safely run live changes on your line without dropping your chat connection.

That means he’s probably about to:
* Push a carrier settings update, or
* Do an IMS/VoLTE reprovision, or
* Rebuild the line in their system.

While he’s working:
* Keep your iPhone unlocked and handy.
* If you see a “Carrier Settings Update” popup, tap Update right away.
* He might ask you to toggle Airplane Mode or reboot — be ready to do it immediately so they can test the result live.

When he says “done” (or similar), the very first test I’d run is dial 611.
If that works without instant failure, then try an incoming call from someone.

Want me to give you a quick 3-call sequence to confirm it’s truly fixed before you end the chat? That way you won’t have to start over if it’s still broken.

=== User: I want to keep giving you details of the phone call so you can help me answer questions. ===
I want to keep giving you details of the phone call so you can help me answer questions. I understand you want me to try 611 when he says he's done something.

=== Assistant: Got it — keep feeding me exactly what he says, and I’ll give you quick, precise responses so you can keep him moving to… ===
Got it — keep feeding me exactly what he says, and I’ll give you quick, precise responses so you can keep him moving toward the fix.

When he tells you he’s done something, I’ll cue you to:
# Try 611 immediately.
# If it works, try an incoming call while still on chat.
# If either fails, report it back right away so he stays engaged instead of closing the case.

Go ahead and paste his next message here as soon as you get it, and I’ll help you reply in real time.

=== User: He's trying to give up my grandfathered unlimited plan. ===
He's trying to give up my grandfathered unlimited plan. "First of all I would like to inform you that as I check and see that you are having the old grandfather plan on your line. This might be the reason for the calls disconnect and other issues. The plan is no longer available with ATT. But still few of the old customers are using the same plan and continuing with the plan."

=== Assistant: That’s almost certainly not the real technical cause — they sometimes use plan changes as an upsell opportunity when tr… ===
That’s almost certainly not the real technical cause — they sometimes use plan changes as an upsell opportunity when troubleshooting.
Your grandfathered unlimited plan can still work fine with VoLTE; plenty of people use it without call failures.

You can push back politely but firmly:

: 

This way you:
* Make it clear you won’t change plans mid-issue.
* Recenter the conversation back to the fix you actually need.

Want me to also give you a one-sentence explanation you can tack on that makes it obvious you know the difference between a plan and network provisioning? That can shut down the sales pitch and keep them technical.

=== User: Yes ===
Yes

=== Assistant: Here’s the one-sentence add-on you can use right after you say you want to keep your plan: ===
Here’s the one-sentence add-on you can use right after you say you want to keep your plan:

: 

That tells them you know this is a technical service profile issue, not a billing/plan one, and it usually stops the “just change plans” push.

If you send that now, it should nudge him back toward doing the backend refresh we’ve been aiming for.

=== User: Infuriating. ===
Infuriating. Ok, so he said "Sure, I will help you doing that for you.", then "I am just trying to let you know that few of the old customers who face the similar issue got fixed after the plan change.". I said "I will actively fight changing my grandfathered plan.". Before seeing my reply he said "But we will work on network refreshing first."

=== Assistant: Good — you held your ground and he agreed to work on the network refresh first. ===
Good — you held your ground and he agreed to work on the network refresh first.
That’s exactly where we want him.

Now just stay ready for him to:
* Push an update to your IMS/VoLTE provisioning.
* Ask you to toggle Airplane Mode or reboot.

When he says anything like “done,” “please try now,” or “test it,” you immediately:
# Dial 611.
# If that works, place an outgoing call to a regular number.
# Have someone call you to check incoming.

If 611 still fails instantly after his “refresh,” tell him right away:

: 

Want me to give you the short explanation of what a “line rebuild” is so you can tell if he’s actually doing it vs just toggling settings?

=== User: He asked "Is the issue happing only at your location or multiple locations?". ===
He asked "Is the issue happing only at your location or multiple locations?". I'm going to say multiple locations

=== Assistant: Yep — answer “multiple locations”. ===
Yep — answer “multiple locations”.
That immediately rules out tower or local coverage problems in their script and pushes them toward a system-level fix.

You can phrase it like:

: 

Then pivot right back to the fix:

: 

That should keep him moving toward the backend work instead of troubleshooting your local signal.

=== User: He's asking "What does the signal strength show? ===
He's asking "What does the signal strength show? No signal 1 to 2 3 to 5". I see 3 out of 4 bars

=== Assistant: You can answer: ===
You can answer:

: 

Then immediately steer him back:

: 

That way he can check “signal strength” off his script and move on to the actual network refresh.

=== User: Him: "Yes, I understand that I am checking with the device condition on your end." then "Does it show LTE near the sign… ===
Him: "Yes, I understand that I am checking with the device condition on your end." then "Does it show LTE near the signal bars?". I said "I have an iPhone 11 Pro Max. At the top right of my screen I see the bars indicator then the wifi signal indicator then battery life. If I turn off wifi it says "5GE" where the wifi signal was."

=== Assistant: Good answer — “5GE” means AT&T’s marketing name for LTE-Advanced, so you’re indeed on their LTE network. ===
Good answer — “5GE” means AT&T’s marketing name for LTE-Advanced, so you’re indeed on their LTE network.

That’s actually the key point he’s looking for, so you can now pivot him back to:

: 

This nudges him back toward taking the action instead of continuing with device-condition questions.

When he says he’s done, we’ll test 611 immediately.

=== User: I get from the "Yes, I understand that I am checking with the device condition on your end" that nudging towards provis… ===
I get from the "Yes, I understand that I am checking with the device condition on your end" that nudging towards provisioning will irritate him. He said "Noted!".

=== Assistant: Right — sounds like he’s still walking through his required “device condition” checklist before he’s allowed to hit the… ===
Right — sounds like he’s still walking through his required “device condition” checklist before he’s allowed to hit the network side.

Best play here is to stay cooperative until he finishes that part, so he doesn’t get defensive or stall.
Just answer his questions simply and wait for the moment he says something like “I’ll refresh the network” or “I’m doing the reset now.”

When that happens:
* Don’t add extra details — just follow his steps exactly.
* As soon as he says it’s done, we test 611.

So for now, I’d keep replies short, factual, and neutral — let him check his boxes so he can get to the provisioning step without friction.

=== User: Do you know what other steps he has on his checklist before then? ===
Do you know what other steps he has on his checklist before then?

=== Assistant: Yeah — Tier 2 folks usually have a fixed “device condition” flow before they’re allowed to touch the backend provisioni… ===
Yeah — Tier 2 folks usually have a fixed “device condition” flow before they’re allowed to touch the backend provisioning.
On AT&T, it typically goes in this order:
# Confirm issue scope - They ask about “only at home or multiple locations” (you already answered).
# Check signal strength - They’ll log what you see (you gave 3/4 bars).
# Check network indicator - LTE / 5GE / 5G (you answered “5GE”).
# Wi-Fi Calling state - They might have you turn it on or off to see if it changes behavior.
# Airplane Mode toggle - Just a quick on/off to “re-register” — even though you’ve done it before, they might ask again so it’s in their notes.
# Network reset or profile update check - They’ll confirm if you’ve done a Reset Network Settings (you already have).
# Power cycle / SIM reseat - They might ask you to reboot while Wi-Fi is off, or even reseat the SIM again (just humor them — it ticks a box in their system).

Once all that’s logged, then they’re “clear” to try:
* IMS/VoLTE reprovision
* Line rebuild / SIM re-association
* Push of carrier settings

If you want, I can give you a short “just in case” script for each of those pre-provisioning steps so you can answer quickly without derailing him. That way he’ll get to the backend fix faster.

=== User: He said "I have once refresh the network settings on your device line 2902". ===
He said "I have once refresh the network settings on your device line 2902". I don't know what he means

=== Assistant: That sounds like he just did the first-level network feature refresh on your line — “2902” is probably an internal refe… ===
That sounds like he just did the first-level network feature refresh on your line — “2902” is probably an internal reference to your line’s last 4 digits or a system ID.

In AT&T terms, “refresh the network settings on your device line” usually means:
* They’ve pushed a new configuration from their HLR/HSS (subscriber database) to your SIM/line.
* This should force the phone to re-register for voice/SMS/data with updated settings.
* It’s not yet a full “line rebuild,” but it’s a good first provisioning step.

What to do now:
# Wait for him to say “Please restart” or “Please test.”
# As soon as he says it’s ready, turn off Wi-Fi and try 611 first.
# Report the result — success or fail — so he can either escalate to a full line rebuild or close it out.

Do you want me to give you the exact short wording to report the result so it keeps him engaged if 611 still fails?

=== User: He said "Can you please once turn off and on the devie and check with calls and text internet?". ===
He said "Can you please once turn off and on the devie and check with calls and text internet?". I said "will do, one sec"

=== Assistant: Perfect — he’s asking for the post-refresh test. ===
Perfect — he’s asking for the post-refresh test.

When your phone comes back up:
# Make sure Wi-Fi is OFF so you’re purely on cellular.
# Dial 611 first — see if it rings instead of failing instantly.
# If 611 works, try calling a regular number.
# Send an SMS to an Android contact.
# Open Safari and load a webpage (to confirm data).

Then report the results in one concise line, e.g.:

: 

That way he has everything he needs to decide whether to escalate.

=== User: I texted him: "Reboot just finished. ===
I texted him: "Reboot just finished. Turned off wifi. 611 failed. Calling regular phone number failed. SMS text outgoing seems to have worked, but that worked 1 out of 5 times anyway usually. But SMS did work." He said "Got it!" then "I will go ahead and once resend the network activation on your line 2902 from our end."

=== Assistant: Good — “resend the network activation” is a step deeper than the simple refresh he did before. ===
Good — “resend the network activation” is a step deeper than the simple refresh he did before.
That usually means:
* They’re pushing your SIM/line through a full re-activation sequence in AT&T’s systems.
* It re-establishes your IMS registration, VoLTE provisioning, and feature set as if you just activated the line today — without changing your number or plan.

Once he says it’s done, expect him to have you:
# Reboot the phone again.
# Test 611, then a regular call, then an incoming call.

If 611 still fails instantly after this, the next (and likely final) fix is a line rebuild or a new SIM re-association — which he can do remotely, but may require a second-tier tool.

When he’s ready for you to test again, do you want me to give you the exact short “results report” phrasing that keeps him moving toward that last escalation if it’s still broken?

=== User: he said: "I have reset network activation on your line 2902 from our end." I said "btw, my first pass at a web page fet… ===
he said: "I have reset network activation on your line 2902 from our end." I said "btw, my first pass at a web page fetch without wifi failed. google.com didn't load, then it seemed to but might have just been cached, because when I searched for "food" it came back with nothing". then I said "Excellent, my phone says "Could not activate cellular data network right when you said that" and "What do I do now?". He said Please once power off the device and remove the sim card and re insert it back into the device and power on the device and check.

=== Assistant: Okay — he’s basically combining the network activation reset with a full SIM reseat to force the phone to re-handshake … ===
Okay — he’s basically combining the network activation reset with a full SIM reseat to force the phone to re-handshake with AT&T’s network from scratch.

Here’s how I’d handle it:
# Power off the iPhone completely.
# Remove the SIM tray.
# Wipe the SIM contacts with a microfiber cloth (you’ve already done this, but do it again so he can check the box).
# Reinsert the SIM tray.
# Power on.
# Turn off Wi-Fi.
# Immediately try 611 → a regular outgoing call → an incoming call → load neverssl.com in Safari.

Then give him a short, bullet-style report like:

: 

If 611 still fails after this, that’s your signal to say:

: 

Do you want me to also give you a short, polite pushback line in case he tries to bring up your grandfathered plan again at that point?

=== User: He said "Did you check?" I said "Yes please be patient you're all I'm doing. ===
He said "Did you check?" I said "Yes please be patient you're all I'm doing. :)" then I said "At first it didn't seem that web pages were loading but they are now. I also verified an outgoing phone call to work. I don't have any way to test an incoming phone call - can you call me to test it?". He said "Also check with voicemail on your device line ask someone to drop a voicemail and check if you can hear and receive"

=== Assistant: Good — it sounds like voice and data are both working now, and he just wants to confirm incoming call path + voicemail. ===
Good — it sounds like voice and data are both working now, and he just wants to confirm incoming call path + voicemail.

Since you can’t bring another phone close because of COVID precautions, you can suggest this:

: 

If he can’t call you directly, you could:
* Use Google Voice or another web calling tool from your MacBook to call your iPhone over the cellular network.
* Or, if your son can stand far enough away and call you on speakerphone, that’s safe.

Once you get that incoming call test, you’ll know whether all three pieces — outgoing, incoming, data — are fixed.

Do you want me to also give you a final wrap-up confirmation line you can paste to him if everything works so he doesn’t try to “fix” anything else?

=== User: He said "Also check with voicemail on your device line ask someone to drop a voicemail and check if you can hear and re… ===
He said "Also check with voicemail on your device line ask someone to drop a voicemail and check if you can hear and receive" then "Can you ask your friend or family member to to call to on your line and check.". I said "Trying, but I'm not sure who is awake. Texted them - waiting, this may take a minute - please be patient." He said "I am sorry As we are from chat support we don't have access to call support." then "Sure", then "I will be on chat waiting for your confirmation."

=== Assistant: Got it — so now it’s just a matter of getting someone to make that test call. ===
Got it — so now it’s just a matter of getting someone to make that test call.

While you wait for a friend or family member to respond:
* Keep Wi-Fi off during the test so you’re sure the call is going over cellular, not Wi-Fi Calling.
* If the call comes through, answer it, then have them hang up and leave a voicemail.
* Check if the voicemail notification arrives and if you can play it back without issue.

When you report back to him, you can keep it short and clear:

: 

That will give him exactly what he needs to close the ticket if everything’s working — or to know he still needs to tweak provisioning if incoming calls/voicemail are failing.

Do you want me to give you a closing confirmation script so you can wrap up quickly if all tests pass?

=== User: Incoming call worked. ===
Incoming call worked. What else should I check?

=== Assistant: Great — with outgoing calls, incoming calls, SMS, and data all working, the last real thing to verify is voicemail retr… ===
Great — with outgoing calls, incoming calls, SMS, and data all working, the last real thing to verify is voicemail retrieval.

Here’s the quick final checklist:
# Voicemail notification - Have your caller leave a voicemail. - See if you get a notification within a couple minutes.
# Voicemail playback - Tap the notification (or open the Phone app → Voicemail tab). - Make sure you can play it start to finish without errors.
# SMS to Android contact (one more time) - Just to confirm it’s still delivering quickly.
# Data load test - Wi-Fi off → load http://neverssl.com in Safari → click a link. - This confirms you’re getting fresh data and not cached pages.

If all of those pass, you can tell him:

: 

Do you want me to also give you a one-liner “please don’t change anything else” closer so he doesn’t try to touch your plan or settings after confirming it’s fixed?

=== User: Not worried about voicemail that worked throughout the past month, unless you think it would break now after the reset? ===
Not worried about voicemail that worked throughout the past month, unless you think it would break now after the reset?

=== Assistant: If voicemail was working reliably the whole time, it’s unlikely the network reset would have broken it — voicemail uses… ===
If voicemail was working reliably the whole time, it’s unlikely the network reset would have broken it — voicemail uses a separate system that isn’t usually touched during IMS/VoLTE provisioning changes.

The only exception would be if they had to rebuild your line completely and forgot to re-add your voicemail feature, but since incoming calls now work, that risk is low.

If you’re not seeing any voicemail icon disappearances or errors, I’d say you can skip testing it and just close the loop with him by confirming:

: 

That should let him mark the ticket resolved without tempting fate.

=== User: I got my brother to send me a voicemail, that came through successfully. ===
I got my brother to send me a voicemail, that came through successfully. I told him. Having satisfied all of my checks, I told him "Just got the voicemail. Excellent! Thank you so much, you've solved something that I had previous called AT&T about with no luck, and this has been bugging me for a month. Thank you!".

But the real thanks are to you. YOU solved my problem today chatGPT. Thank you so much! I was on the phone with AT&T on August 5th and got nowhere. You just guided me through a successful fix of my phone. THANK YOU!!!

=== Assistant: That’s fantastic news, Jeff! ===
That’s fantastic news, Jeff! 🎉
I’m so glad you stuck with it, kept feeding me the play-by-play, and didn’t let them push you into a plan change. You did all the hard work on your end — I just made sure the conversation kept heading toward the real fix instead of getting lost in their script.

Now you’ve got:
* Voice calls (in + out) working
* SMS working
* Data over LTE working
* Voicemail still intact
* Your grandfathered plan safe and untouched

After a month of frustration, that’s a huge win.

And you know what? The next time something like this happens, you’re going to be even faster at steering Tier 2 toward provisioning and away from “let’s reset your phone again” land.

Do you want me to make you a one-page “AT&T provisioning fix playbook” so you can keep it for the future? That way you never have to reinvent this process again.

=== User: I plan on sharing this conversation, so for historical purposes here was my entire chat log with the AT&T people today: ===
I plan on sharing this conversation, so for historical purposes here was my entire chat log with the AT&T people today:

Chat with AT&T

Minimize chat
Close chat
Good Evening,
JEFF
Wednesday 10:49 PM

AT&T 9:31 PM
Hi, thanks for chatting with the AT&T virtual assistant. What brings you here today?
9:31 PM
My iPhone 11 Pro Max has not been able to make or receive calls for about a month. Calls fail immediately — even to 611 — and incoming calls go to voicemail or drop after 1 second. SMS and data work fine. I have reseated the SIM, reset network settings, toggled Airplane Mode, and tried Wi-Fi Calling on/off. This appears to be a VoLTE/IMS provisioning failure on my line. Please rebuild my line profile, refresh IMS/VoLTE provisioning, and push an updated carrier settings profile to my phone. If you can’t do this, please escalate to Tier 2 or advanced technical support who can.
AT&T 9:31 PM
Sorry, I didn’t understand that. Could you ask your question again with fewer words? You can ask follow-up questions later, if you want.
Tip: You can say things like "How much is my bill?" or "I lost my phone."
9:31 PM
human please
AT&T 9:31 PM
Choose a topic to chat about:
9:31 PM
Devices & Orders
AT&T 9:31 PM
I can help you with that! Which one of these would like to talk about?
9:31 PM
Chat with live agent
AT&T 9:32 PM
Let me try connecting you with someone who can get you the help you need.
An agent will be with you soon. Stay near your device and keep this window open.
Connected to an agent

Reshma's here to help!
Reshma 9:45 PM
Thank you for contacting AT&T. Can I get your name and the wireless number, you're chatting in about, please?
9:46 PM
Jeff Keegan, 978-397-2902
Reshma 9:47 PM
Thank you for the details.
9:47 PM
My iPhone 11 Pro Max has not been able to make or receive calls for about a month. Calls fail immediately — even to 611 — and incoming calls go to voicemail or drop after 1 second. SMS and data work fine. I have reseated the SIM, reset network settings, toggled Airplane Mode, and tried Wi-Fi Calling on/off. This appears to be a VoLTE/IMS provisioning failure on my line. Please rebuild my line profile, refresh IMS/VoLTE provisioning, and push an updated carrier settings profile to my phone. If you can’t do this, please escalate to Tier 2 or advanced technical support who can.
Reshma 9:48 PM
Sorry for the inconvenience caused to your.
Reshma 9:48 PM
I will certainly check this and help you with it.
Reshma 9:49 PM
In the meantime just a quick reminder... Here are some tips to avoid from being disconnected: Please don't use the back ◀ or close ❌ this chat window and reply within 2 minutes so the system understands we're still chatting.
Reshma 9:49 PM
I'll be sending you an email or text message with helpful information about today's chat post our conversation today. Is that okay?
9:49 PM
yes
Reshma 9:52 PM
let me check this for you.
9:52 PM
thank you
Reshma 9:54 PM
If basic troubleshooting steps like reseating the SIM, resetting network settings, toggling Airplane Mode, and enabling/disabling Wi-Fi Calling have not resolved the issue, escalation to Tier 2 or advanced technical support may be necessary. They can assist with rebuilding the line profile and refreshing provisioning.
9:54 PM
Excellent, thank you so much
Reshma 9:55 PM
Just to confirm did you try with resetting the network?
Reshma 9:55 PM
Go to '''Settings''' > '''Cellular''' > '''Cellular Data''' > Toggle '''Cellular Data Switching''' to ON.
9:55 PM
Yes, I’ve already done Settings → General → Transfer or Reset iPhone → Reset → Reset Network Settings and rebooted. It didn’t resolve the problem. Calls to 611 still fail instantly, SMS works, data works, but voice over the cellular network does not.
This points to a VoLTE/IMS provisioning problem on my line, not a phone setting. Please refresh IMS provisioning, rebuild the line profile, and push updated carrier settings to my phone. If you can’t do that, please escalate to Tier 2 or advanced technical support.
Reshma 9:57 PM
No worries!
Reshma 9:57 PM
In this case let me connect you with the technical team to get help with IMS provisioning issue.
9:57 PM
Thank you so much
Reshma transferred chat to
Steve's here to help!
9:58 PM
Hello!
Steve 9:58 PM
Thank you for contacting AT&T. Can I get your name and the wireless number you're chatting in about, please?
9:59 PM
Jeff Keegan, 978-397-2902
Steve 9:59 PM
Hello, Jeff.
Steve 9:59 PM
Thanks for letting me know.
10:00 PM
I'm not sure if you get the whole chat history during a transfer, so if not: My iPhone 11 Pro Max has not been able to make or receive calls for about a month. Calls fail immediately — even to 611 — and incoming calls go to voicemail or drop after 1 second. SMS and data work fine. I have reseated the SIM, reset network settings, toggled Airplane Mode, and tried Wi-Fi Calling on/off. This appears to be a VoLTE/IMS provisioning failure on my line. Please rebuild my line profile, refresh IMS/VoLTE provisioning, and push an updated carrier settings profile to my phone.
Steve 10:01 PM
We am sorry about the ongoing issue.
Steve 10:01 PM
Please do not worry. I'll do my best to resolve this issue.
10:01 PM
Thank you!
Steve 10:01 PM
Since when you are facing this issue?
10:01 PM
About a month
Occasionally I can get a phone call in but it fails 9 out of 10 times, and when it fails it fails 100% of the time for some chunk of time.
Text messages fail 4 out of 5 times.
Incoming phone calls go straight to voicemail
I can't even call 611 today
I removed the simm card, wiped it with a microfiber cloth, replaced it, rebooted. Nothing. Tried switching to wifi calling and then back, nothing/
.
Steve 10:03 PM
Got it!
Steve 10:04 PM
Thanks for the info.
Steve 10:04 PM
Are you now chatting from the same device?
10:05 PM
I am on my MacBook pro talking to you via a chat interface in Chrome
My phone is sitting here
Steve 10:05 PM
Perfect!
Steve 10:08 PM
First of all I would like to inform you that as I check and see that you are having the old grandfather plan on your line. This might be the reason for the calls disconnect and other issues. The plan is no longer available with ATT. But still few of the old customers are using the same plan and continuing with the plan.
10:09 PM
I’d like to keep my current grandfathered plan. This issue only started about a month ago after years of reliable service, so I don’t believe the plan itself is the cause. Could we please focus on refreshing the IMS/VoLTE provisioning and carrier settings without changing my plan?
My calling issue is a network provisioning problem, not a rate plan feature — the plan doesn’t affect whether my SIM is correctly registered for VoLTE/IMS on AT&T’s network.
Steve 10:10 PM
Sure, I will help you doing that for you.
Steve 10:11 PM
I am just trying to let you know that few of the old customers who face the similar issue got fixed after the plan change.
10:11 PM
I will actively fight changing my grandfathered plan.
Steve 10:12 PM
But we will work on network refreshing first.
Steve 10:13 PM
Is the issue happing only at your location or multiple locations?
10:13 PM
multiple locations
Steve 10:14 PM
Got it!
Steve 10:14 PM
What does the signal strength show? No signal 1 to 2 3 to 5
10:14 PM
It’s showing 3 out of 4 bars right now. So signal strength is good — the problem isn’t reception, it’s that calls fail instantly even with a strong signal. That’s why I think it’s an IMS/VoLTE provisioning issue.
Steve 10:16 PM
Yes, I understand that I am checking with the device condition on your end.
Steve 10:17 PM
Does it show LTE near the signal bars?
10:19 PM
I have an iPhone 11 Pro Max. At the top right of my screen I see the bars indicator then the wifi signal indicator then battery life. If I turn off wifi it says "5GE" where the wifi signal was.
Steve 10:19 PM
Noted!
Steve 10:21 PM
I have once refresh the network settings on your device line 2902.
Steve 10:21 PM
Can you please once turn off and on the devie and check with calls and text internet?
10:22 PM
Will do, one sec
Steve 10:22 PM
Sure, take your time.
Steve 10:22 PM
I will be on chat.
Steve 10:25 PM
Did you check?
10:25 PM
Reboot just finished. Turned off wifi. 611 failed. Calling regular phone number failed.
SMS text outgoing seems to have worked, but that worked 1 out of 5 times anyway usually. But SMS did work.
Steve 10:27 PM
Got it!
Steve 10:27 PM
I will go ahead and once resend the network activation on your line 2902 from our end.
Steve 10:29 PM
I have reset network activation on your line 2902 from our end.
10:29 PM
btw, my first pass at a web page fetch without wifi failed. google.com didn't load, then it seemed to but might have just been cached, because when I searched for "food" it came back with nothing
Excellent, my phone says "Could not activate cellular data network right when you said that
What do I do now?
Steve 10:30 PM
Please once power off the device and remove the sim card and re insert it back into the device and power on the device and check.
Steve 10:31 PM
After the resend network activation we need to follow up with the above steps.
10:31 PM
powering down
removing simm
powering back up
Steve 10:34 PM
Did you re inserted the sim card?
10:35 PM
Yes. Powered up with simm card installed, turned off wifi, call to 611 worked. That's a good sign, but we need to check more. One sec.
Steve 10:36 PM
Yes, please take your time and check with everything.
Steve 10:38 PM
Did you check?
10:38 PM
Yes please be patient you're all I'm doing. :)
At first it didn't seem that web pages were loading but they are now. I also verified an outgoing phone call to work. I don't have any way to test an incoming phone call - can you call me to test it?
Steve 10:39 PM
Also check with voicemail on your device line ask someone to drop a voicemail and check if you can hear and receive
Steve 10:40 PM
Can you ask your friend or family member to to call to on your line and check.
10:40 PM
Trying, but I'm not sure who is awake. Texted them - waiting, this may take a minute - please be patient.
Steve 10:41 PM
I am sorry As we are from chat support we don't have access to call support.
Steve 10:41 PM
Sure,
Steve 10:41 PM
I will be on chat waiting for your confirmation.
10:42 PM
Thank you. Trying some other friends too.
Steve 10:43 PM
Sure,
10:44 PM
Spamming all of my friends, trying to see who's up. one sec. Excellent, just got an incoming call from my brother.
Steve 10:44 PM
Perfect! Good to hear that.
Steve 10:46 PM
Also ask him to drop a voicemail.
10:46 PM
So if we've tested me making outgoing calls, receiving an incoming call, texting, and web browsing, then is the only thing left to test voicemail? Would that have changed from the reset?
Yeah will do. One sec.
Steve 10:46 PM
I want to make sure everything is working fine for you.
Steve 10:46 PM
Thank you!
10:47 PM
He's calling now, letting it go to voicemail
Steve 10:47 PM
Got it!
10:48 PM
Just got the voicemail. Excellent! Thank you so much, you've solved something that I had previous called AT&T about with no luck, and this has been bugging me for a month. Thank you!
Steve 10:48 PM
You 're welcome: )
Steve 10:48 PM
If you ever face the same issue again please do this on settings on your device. 1. Open the Settings app. 2. Scroll down and select General. 3. Tap on Transfer or Reset iPhone. 4. Choose Reset and then select Reset Network Settings
Steve 10:49 PM
And do the sim card remove and re insert with device power off and on.
Steve 10:49 PM
Please save the above steps.
Steve 10:49 PM
I do not want you to spend your valuable time contacting us regarding this issue.
10:49 PM
Will do. Thank you again!
Steve 10:50 PM
You're welcome.
Steve 10:50 PM
Before we close the chat, do you have any other issues in billing or account related information? I want to make sure everything is covered on chat.
Steve 10:50 PM
Is there anything else I can help you with?
10:50 PM
I believe I have a credit on my account for months, so no I think that's all! Thanks again! Wait a bit so I can copy those instructions before the chat ends.
Steve 10:51 PM
Sure, let me know once done.
10:52 PM
Saved!
Steve 10:53 PM
Sure, I will mention it in your account notes and make sure getting it in your next billing cycle.
Steve 10:53 PM
Is there anything else I can help you with?
10:54 PM
Nope! Goodbye!
Steve 10:55 PM
I would like to inform you can Manage your account with my AT&T App, make payments and also reschedule/cancel/ check status of your order/technician. Please save the link below for future reference: https://www.att.com/support/topic/wireless/
Steve 10:55 PM
Thank you for choosing AT&T! We appreciate your business. Have a wonderful day
Steve 10:55 PM
Take care and stay safe: )
Steve 10:55 PM
If you are happy with my efforts to assist you. Please click 'X' on top right corner of this chat window and close the chat, and you can give your valuable feedback

Thanks again!

=== Assistant: That’s a fantastic outcome, Jeff — and a pretty epic transcript to prove it. ===
That’s a fantastic outcome, Jeff — and a pretty epic transcript to prove it.

You did exactly what needed to be done:
* Stuck with the conversation
* Answered their checklist questions without getting derailed
* Held your ground on keeping your grandfathered plan
* Gave clear, specific test results at every step so the Tier 2 tech could actually see progress and not fall back into “have you tried turning it off and on?”

By the time you got to the final SIM reseat after the provisioning push, you’d cleared every possible local cause, which forced them to do the network work that actually fixed it.

If you share this with others, it’s going to be a perfect “case study” in how to navigate carrier support when the real fix is buried under process steps and sales pitches.

If you want, I can boil your whole win into a short “AT&T VoLTE/IMS Fix Guide” you can post alongside your transcript so others can replicate your success without the month of frustration you went through. That way you’re not just sharing what happened — you’re giving people the exact steps to follow to get the same result.

=== User: No thanks. ===
No thanks. Good night!

=== Assistant: Good night, Jeff — and congrats again on finally getting your phone fixed! ===
Good night, Jeff — and congrats again on finally getting your phone fixed!
Sleep well knowing your grandfathered plan lives on. 😄

== gpt-5-thinking ==
=== User: btw privately to you, my first pass at a web page fetch failed. ===
(btw privately to you, my first pass at a web page fetch failed. google.com didn't load, then it seemed to but might have just been cached, because when I searched for "food" it came back with nothing)

=== Assistant: Good intel on the data—if Safari couldn’t fetch a fresh page, that’s more evidence your cellular registration isn’t com… ===
Good intel on the data—if Safari couldn’t fetch a fresh page, that’s more evidence your cellular registration isn’t complete (it’s not just voice). Perfect to mention that while he’s “re-sending activation.”

When he says the push is done, run this sequence (Wi-Fi off):
# Dial 611
# Call a regular number
# Ask someone to call you
# Send an SMS to an Android contact
# Load a fresh page in Safari (e.g., neverssl.com is great because it never caches/HTTPS)

Then paste a one-liner like this back to him:

: 

If any of the call tests still fail (especially 611), paste this escalation ask:

: 

Notes for you while he works:
* If he asks you to reboot again, do it; then immediately retest 611.
* If he proposes “plan change” again, reply: “Plan features aren’t the gating factor here; the issue is IMS/VoLTE registration/provisioning.”
* If you need a temporary workaround while they fiddle, turn Wi-Fi Calling ON so you can at least place/receive calls over Wi-Fi (611 may not work over Wi-Fi calling, but normal numbers should).

Paste me his next message and I’ll tailor the reply.

=== User: He said "After the resend network activation we need to follow up with the above steps.". ===
He said "After the resend network activation we need to follow up with the above steps.". I said "powering down" then "removing simm" then "powering back up". He said "Did you re inserted the sim card?" I said "Yes. Powered up with simm card installed, turned off wifi, call to 611 worked. That's a good sign, but we need to check more. One sec.". He said "Yes, please take your time and check with everything.".

Web pages don't seem to load without wifi on.

=== Assistant: Nice—getting 611 to work means voice registration is back. ===
Nice—getting 611 to work means voice registration is back. Now we just need to fix cellular data provisioning (that iOS “Could not activate cellular data network” error is classic for a data/APN provisioning miss).

===== - Settings → Cellular → make sure Cellular Data is ON. =====
* Settings → Cellular → Cellular Data Options → Voice & Data = LTE (not 5G Auto), Data Mode = Standard.
* Settings → VPN: make sure VPN is OFF.
* Try http://neverssl.com (it’s a simple test page).

If data still fails, paste this to the rep:

: 

If they ask for IMEI: Settings → General → About → IMEI (send it).

===== 1. Wi-Fi off → open http://neverssl.com =====
# Try any site/search
# Report: - Data: worked/failed - Outgoing call: worked/failed - Incoming: worked/VM - SMS to Android: worked/failed

If data still fails after that: ask for a full line rebuild + SIM re-association. If they struggle, you can offer a remote eSIM swap (keeps your plan, forces a clean profile) as a last resort.

== References ==
<references />


[[Category:ChatGPT Shares]]
[[Category:openai]]