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iBrick: Apple and AT&T botch iPhone activation at launch [UPDATED]
Friday, June 29, 2007 - 10:37 PM EDT

Apple and AT&T seem to have their signals crossed. Multiple MacDailyNews readers and users in Apple Discussions (Apple.com > Support > Discussions > iPhone > Phone) are reporting their iPhones are being turned into iBricks while they wait for AT&T activation.

Most of those facing this issue understand that the large amount of orders may create a process that takes some time. The time it takes is not really the issue here, the issue is that Apple's iPhone Users' Guide states:



See the problem? "In the meantime, you can make calls and use iPhone’s other features."

After much time on the phone with both AT&T and Apple Support, this is what we believe is the issue:
• AT&T is completely swamped right now due to so many people trying to activate at the same time
• Apple is completely swamped right now due to a mistake (or very poorly-worded passage) in their iPhone User's Guide

iPhone owners are understandably expecting that while they wait for AT&T to activate their phones that "in the meantime" they'll be able to "make calls and use iPhone’s other features."

This, we have been assured by Apple, is incorrect. iPhones will not allow for anything other than an emergency call (911) to be made and for a pretty picture of planet Earth with text imploring users to "Activate iPhone" to be displayed.

So, "in the meantime," iPhone users waiting for AT&T activation cannot make calls (other than calling "911") and cannot use iPhone's other features. In other words, in an effort to be perfectly clear: AT&T activation is required before iPhone users can "make calls and use iPhone’s other features."

We think Apple meant their Guide to say that while waiting for your old carrier (for example, Verizon) to transfer the necessary info to AT&T, users could expect to "make calls and use iPhone's other features." That wait for info from the old carrier only affects incoming calls to your iPhone - everything else (iPod, Safari, etc.) will work, if AT&T has gotten around to activating your iPhone.

We also believe that Apple expected AT&T to handle iPhone activation much more expeditiously, but that obviously hasn't happened for some number of unhappy iBrick owners.

MacDailyNews Take: Bottom line: AT&T seems to have blown iPhone activation, at least for some, and Apple's online iPhone User's Guide is incorrectly guiding iPhone users to expect something that will not happen. Not good. And it's especially disappointing for those who waited hours, even days, to plunk down $500-$600 for the device and sign up for at least a $60/month service from AT&T. AT&T needs to do whatever they can to speed things up and Apple should immediately get that Guide offline and rewrite that passage in the iPhone User's Guide to let users know what to really expect.

[UPDATE: 12:48am EDT: Several readers report activation in the last 30-minutes or so! Their "iBricks" have magically transformed into iPhones, and that's a very good thing!]

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Reader Feedback: ( = registered)

Jun 29, 07 - 10:42 pm Comment from: indy358

I'm at 2 1/2 hours and counting.

Jun 29, 07 - 10:43 pm Comment from: David

Always someone ready to complain...

Jun 29, 07 - 10:43 pm Comment from: Too Hot!

I refuse to believe that they did not think they would be swamped.

This is bad planning, and bad publicity.

Hope they fix this VERY soon.

Jun 29, 07 - 10:43 pm Comment from: AT&T

AT&T;-- the weakest link in the iPhone chain

although I suspect any other wireless telecom would be just as inept, some even worse

Jun 29, 07 - 10:45 pm Comment from: Eric

Eh, relax guys. At least you got one. I have to wait 2-4 weeks........

Jun 29, 07 - 10:46 pm Comment from: iphone_on

worked perfectly for me.. migrated from sprint, the entire process took like 1/2 hour, *including* moving all emails, movies, music, etc.

Jun 29, 07 - 10:46 pm Comment from: Thorin

So get a new phone number, BFD.

Jun 29, 07 - 10:48 pm Comment from: Martin

this is only a delay, and it's shorter than the message claims.

most people that received that message have an active iPhone by now.

i think it's not AT&T;or Apple's fault, but other carriers that are not fully prepared.

Jun 29, 07 - 10:48 pm Comment from: Woody

Man, this sux. Two staffers at MacWorld are having issues too. One seems to have a DOA iPhone, and the other is getting an activation error, possibly related to changing his business plan to an individual plan last week.

Then again, all this is not that surprising. Anyone expecting AT&T;'s activation service to not be slammed is probably being naive. Still, one would thing AT&T;would have planned better.

Jun 29, 07 - 10:49 pm Comment from: proud iBrick owner

Yes it's true - I got the 2nd to last iPhone in my local store today and my excitement has turned to excrement. I was already an AT&T;(Cingular) customer and did not have to change or transfer numbers. 2 and a half hours later, I'm still waiting for activation to complete. I keep playing with the thing hoping it will arise from the dead soon.

Jun 29, 07 - 10:49 pm Comment from: MacGuy

Guys relax.... we al know you can't wait to have your first iPhone orgazm.... but the is the real word and when 100,000 people try to activate their iPhone at the same time....

...now take a deep breath and you'll have your new toy very soon working...

wink

Jun 29, 07 - 10:52 pm Comment from: ken1w

It's understandable that the number transfer process is causing problems. Why would the competing carriers go through extra efforts to expedite helping AT&T;gain their customers?

It is interesting that there are so many customers switching carriers. This may be an ongoing problem for Apple and AT&T;, if a high percentage of customers are trying to transfer their phone number.

Jun 29, 07 - 10:53 pm Comment from: Zorrin

I'm typing this from my iPhone but my friend has had his activating for about 3 hours now. Needless to say he is very disappointed.

Jun 29, 07 - 10:54 pm Comment from: Tommy Boy

Took 2 1/2 hours but it finally activated. Syncing up now.

Jun 29, 07 - 10:55 pm Comment from: indy358

@David

I wasn't complaining just putting a time on it. I know these things take awhile sometimes.

Jun 29, 07 - 10:57 pm Comment from: Strapless

no problems here - west coast, existing AT&T;account. And I'm sending this on my iPhone. I'm wishing all y'all satisfaction!

Jun 29, 07 - 10:57 pm Comment from: doh

Mine was a brick but it just went through!!!! WOOOHOOO!!! Hopefully things have been fixed

Jun 29, 07 - 11:00 pm Comment from: Dad

Gawd, what a bunch of babies. Dry your tears, change your diapers, grow up, and wait a day or two. Think about how you'll be bragging next week about how long you waited in line and how long it took you to activate.

Jun 29, 07 - 11:01 pm Comment from: Matt

Yeah I am pissed. AT&T;has completely screwed this up for me. I have somehow been classified as a corporate customer in their system so I can't switch my phone over. AT&T;is swamped right now, don't even try calling.

Jun 29, 07 - 11:01 pm Comment from: I'm up

I'm in Chicagoland ... no problems here. Best of luck to everyone.

Jun 29, 07 - 11:02 pm Comment from: Georgy Porgy

Bandwidth can only hold so much at the same time...I had problems downloading the latest iPod software after getting an iPod on Christmas Day. Later, everything was super speedy.

Jun 29, 07 - 11:02 pm Comment from: Gman

man, what the hell is all this talk about ACTIVATION PROBLEMS?!!!!

I literally came home, unpacked my iPhone..sat @ my Mac, fired up iTunes and within 5 minutes! I was playing!!!!!!!

This sounds like the work of trolls itching to find fault on the phone..

Jun 29, 07 - 11:03 pm Comment from: Ed

It took me no more than 5 mins to activate my phone and another 5 mins to synce the stuff i wanted on it.

I had no problems at all!!

Jun 29, 07 - 11:05 pm Comment from: R2

"I'm typing this from my iPhone but my friend has had his activating for about 3 hours now. Needless to say he is very disappointed."

I'd be very disappointed as well. It must be a serious energy drain, just sucks all of that juicy hype right out of your system. It's a terrible way to begin a relationship.

People should get that box home, open it up, sync it up, activate it up and in minutes stare amazed at the power they hold before them.

That's how I'd want my iPhone experience to be. At the very least let me load all my shit on there and play some movies/music, get to know the interface more intimately while I'm waiting.

Jun 29, 07 - 11:05 pm Comment from: Newmanstein

Thanks alot for putting iBrick in the title...this article will be in the news section of Bloomberg on Monday morning...the naysayers will see to it.

Jun 29, 07 - 11:05 pm Comment from: ../.

Martin: "this is only a delay, and it's shorter than the message claims.

most people that received that message have an active iPhone by now.

i think it's not AT&T;or Apple's fault, but other carriers that are not fully prepared."


Not to be an ass, but how do you know this inside info? Do you work at Apple or AT&T;, or was that just your speculation?

Jun 29, 07 - 11:06 pm Comment from: fojimo

Less than 2 minutes here...

Jun 29, 07 - 11:06 pm Comment from: benjamin Hunt

ah, an unlocked iphone with a sim tray.. pop the sim card in.. good to go.

Jun 29, 07 - 11:08 pm Comment from: Steve Ballmer

Moo-ha-ha-ha-haaaaaa!!!!!!!!!!

Jun 29, 07 - 11:10 pm Comment from: Wow!

Total respect for MDN for this report.

I was tearing my hair out - I waited 10 hours for an iPhone and it's still not working after 4 hours of trying to activate!

Couldn't get a straight answer from anyone - except MDN.

Jun 29, 07 - 11:11 pm Comment from: Lee

Perhaps Apple and AT&T;should have staggered the released by time zone, region or even state. For example, California on day one, the rest of the West Coast a few days later, the Mid-West, a day after that, and so on.

Jun 29, 07 - 11:11 pm Comment from: anaknipedro

I hope they get this figured out before the man on ebay who bid $99,999,999.00 for an iPhone gets his. I just tried to get the link for you all but it looks like ebay just removed it. I lie to you not, it was one dollar under $100M!

Jun 29, 07 - 11:13 pm Comment from: iPhone woohoo

i had no problems activating two phones and i am currently typing this on my iPhone

Jun 29, 07 - 11:13 pm Comment from: gotta wonder

i think it's not AT&T;or Apple's fault, but other carriers that are not fully prepared.

...or perhaps not fully interested in helping with Apple's image.

"You wanna switch your current number to your new iPhone? Suuuure we can help. Give us a week. Maybe two. Pity your iPhone will be useless until then...".

Jun 29, 07 - 11:14 pm Comment from: Denny

Well, you know, you can wait an extra few weeks until all of the dust settles. Instant gratification = masturbation.

Jun 29, 07 - 11:14 pm Comment from: Beryllium

See what happens when you don't control the whole widget?

Jun 29, 07 - 11:14 pm Comment from: AppleCorporate

Activation was a few minutes here (about 4 to be exact). Smooth as silk. I think you are all confusing the "porting" of numbers with activation. Porting is at the whim of the other provider and has NOTHING to do with Apple or AT&T;. Any smart cell phone user would know this very basic information.

Jun 29, 07 - 11:15 pm Comment from: glasshollow

I've been waiting for activation for over three and a half hours now. . . no number transfer etc,.

Jun 29, 07 - 11:15 pm Comment from: Road Warrior

Front page news in local paper in Sturgis, SD. No iPhone for the people of South Dakota because AT&T;/cingular refuse to do buisness in this state

Phone calls get routed through another carrier, but no internet or other goodies.

Just be glad you not here.

http://www.sdmoderate.com/2007/06/27/iphone-will-just-be-a-rumor-here/

Jun 29, 07 - 11:15 pm Comment from: gws

What they don't make completely clear is that activation is required to do anything. Additionally, you may have to wait to receive calls IF you are transferring a phone number.

I read it this way the first time, but obviously others have not.

- gws

Jun 29, 07 - 11:15 pm Comment from: Mittens Romney

My iPhone activated in about 30 seconds.

Jun 29, 07 - 11:16 pm Comment from: Brau

I don't know why people are surprised. Name any other phone company that has had to add up to an estimated 400,000 phone accounts in one day. This won't be an issue by tomorrow.

Jun 29, 07 - 11:19 pm Comment from: SimLess in the South

I was very excited about my new iphone...until I tried to set up with Itunes. This is when I discovered that there was no sim card or sim card tray in the phone. The guy at apple said this was the first call he got on this issue. Anyone else come home with an empty sim slot. I took the whole box apart including the bottom and foam top. What a letdown.

Jun 29, 07 - 11:19 pm Comment from: R2

"Not to be an ass, but how do you know this inside info? Do you work at Apple or AT&T;, or was that just your speculation?"

I'm not sure what the person you directed that question to was thinking, but it's the same idea that came to mind for me.

Number portability is a two way transition. The new carrier cannot activate your new account with an old phone number until your current carrier releases that number from their system.

Now, who's more likely to take it slow in this situation, AT&T;, who not only gains a new customer but is stealing one from a competitor, or the competitor who is about to lose that customer to AT&T;?

Conventional wisdom says that it's your current carrier who will drag their feet releasing your phone number to AT&T;. If the bastards could, they'd call you at home, ask why you're leaving and try to bribe you to stay with a cheaper plan or some other discount.

Jun 29, 07 - 11:20 pm Comment from: no problems here

woooooohoooooooooooooooo.

Jun 29, 07 - 11:21 pm Comment from: M.A.D.

Activated in 5 mins.

I wonder how widespread it is?

Jun 29, 07 - 11:21 pm Comment from: akerbs

This is from my iphone. It activated in like 15 minutes.

Jun 29, 07 - 11:22 pm Comment from: oh my

@ iPhone woohoo

so .... how much are you gonna ask for your 2nd iPhone on ebay ? LOL

Jun 29, 07 - 11:23 pm Comment from: pimple

It's a small delay because of Mass traffic. Mark my words...tomorrow it will work - when they catch up. And after that it will continue to work with the several thousand a day they sell, not several hundred thousand like today.

BTW - It's AT&T;and not Apple or any other carrier. I am transferring a number but that doesn't effect the basic activation - which mine has been delayed for 2 hours so far...no email. I'm sure I'll have it in the morning, I'm not worried.

Jun 29, 07 - 11:23 pm Comment from: IT2

I was just saying to friends today, I hope the "background" of AT&T;and Apple is ready for this flood. From 6:30 to 8:30 the servers, lines, whatever takes care of it all is going to be overwhelmed. I had a gut feeling it was going to be a tough first 6 hours to a day.

Imagine the number of attempts all in one time frame.

@Newmanstein. I agree. MDN: Cut the iBrick crap. I don't need my stock to fall. ; )

Any new, publicly untested complex product in demand to this massive degree, (and activating all at the same time) is going to hit bumps here and there. It will iron out quickly. Cut 'em a break.

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