AT&T Troubleshooting Case Study | Customer Unable to Use AT&T eSIM Plan

Issue:
A customer traveling USA reported that they could not use their AT&T plan. The device continuously showed SOS, despite the line being activated and SIM unlocked. ( 2026/01/06 )

Customer Details:

• Name: Ryutaro Kitahara

• SIM: 89012807332159793554

• Phone Number: 6293253818

• IMEI: 356373413883019

• Activation Date: 01-04-2026 

• The phone shows our eSIM

• Address : 433 W Madison St, Pulaski, TN 38478, United States

• SIM Status: Unlocked

   

   

  

Initial Checks:

• Verified that the line was active and correct in the atomic mobile.

• Confirmed that the phone was unlocked.

• Customer rebooted the phone, but SOS persisted.

• The address has a coverage. 

Troubleshooting Steps:

1. Check those things below
   - Compatibility
   - If the line is active
   - If the eSIM is downloaded to their phone ( setting in their phone )
   - Coverage
   - Reboot phone
   
   If everything looks good, follow 2
     

2. Resolution Options:
   Option 1: Re-add eSIM manually

   • Ask the customer to delete the eSIM profile from their device.

   • Ensure the device is connected to a stable Wi-Fi network.

   • Re-add the eSIM using the original QR code.
      ( Go to atomic mobile. > Customer Profile > Search the customer > Click '' View Actvation QR '' ）

   • Restart the device after adding the eSIM.

   Option 2: OTA Update

   • After connecting the device to Wi-Fi, send an OTA update directly to the customer’s device.

   • This pushes the eSIM profile automatically.

   • Customer should restart the device after the OTA is applied.

Outcome:

• After re-adding the eSIM under a stable Wi-Fi connection, the customer was able to use the AT&T plan successfully.

• ATT confirmed that the line status was active and functioning.

Key Takeaways for Future Reference:

1. eSIM issues may occur if the profile is not successfully added to the device. ( Even if you see our eSIM in their phone )

2. Always confirm that the customer’s device is connected to stable Wi-Fi before re-adding an eSIM or sending an OTA.