Originally Posted by Magna

I finally got an AT&T rep willing to sort things out and knew what to do, which is basically checking if long strings of numbers match up. Some reps are willing to help, but are not trained to troubleshoot. But too many reps in "Advance Tech Support" know what has to be done, but aren't willing to go through the hassle. Literally, 3 Advance Tech Support reps were supposed to get back to me and none of them did. One said he would call me back in 5 minutes that he just had to move to another computer! We confirmed the phone number he was going to call me back on, even though I know he knows the number I'm calling from, but he never called back. I finally said I'm willing to wait and finally got a rep to set it up. The wait was an hour and it took another hour to finally get set up. Previously, during other attempts it was at least an hour, so I probably put in a total of 10 hours. Either they're unstaffed or many people having issues. It should only take 15 minutes, but the rep screwed it up the first time and it took me 10 hours to get it fixed.

Not sure why they insist we pick up an eSIM card with a QR code. On the iPhone you can manually enter in numbers to activate, but AT&T insist we scan a QR code. And in an AT&T store SIMs costs $5! But in an Apple Store it's free. But many Apple reps don't know they have them?!? And one Apple rep insist they didn't carry them. In the end, it's worth the hours to set up the eSIM and not have to have 2 phones for 2 numbers. . . I think.