SIM Card Information

Technical Documentation

Purpose

Technical Information

The following items will be required to replace a SIM card:

• The IMEI of the device or the wireless number associated with the device.
• Make and Model of device with network connectivity issues.
• Campus location of the device and customer. (Note: The customer will need to come to the IT building on the OSU Stillwater campus to swap SIM cards).
• Replacement SIM card:
  • SIM cards are located in the drawer of desk 165A and must be accessed by a key holder, as the SIM cards are kept under lock and key. (Please reach out to Helpdesk Manager, Telecom Service Analyst, or the backup Telecom Service Analyst for physical access to the SIM cards).
  • The type of SIM card to use is determined by the type of service assigned to the cellular phone line. Users with First responder cellular phone lines (Eg: Fire Marshalls, OSU Police, etc.) will receive an AT&T FirstNet SIM card (Black). Non-emergency personnel will receive a commercial class AT&T SIM card (Orange and Blue or Blue and White).
  • The appropriate SIM card size to use varies from device to device, visit https://www.mintmobile.com/blog/sim-card-sizes/ for information on determining the correct SIM card size to use. (Note: Some devices such as the iPhone 14s do not have a SIM card tray and only use eSIMs, in which case the AT&T technical support center will need to be contacted at 866-288-7629 by an authorized user).
• User with AT&T Premier and FirstNet access (The following is the contact order for individuals with Premier Access).
  1. Helpdesk Manager
  2. Telecomm Service Analyst

Procedures for updating SIM/ICCID:

1. Open a web browser and go to the AT&T Premier System (If the SIM Card is a FirstNet SIM card visit FirstNet).
2. Login with your credentials.
3. Near the top of the page there will be two white drop-down menus and a text box next to a blue “Go” button. Using the obtained device information, you will need to search for the phone using the following settings:
   • I want to: View account and usage
   • Lookup Type: Wireless number
   • Search for: [Enter phone number for the phone line]
4. Select the “Go” button.
5. Once the phone profile appears, verify that the IMEI and SIM/ICCID number match in the “Current Device” section to what the customer provided. (If the phone line the customer is requesting assistance with is on a non-OSU billing account, the customer will need to contact AT&T for assistance.)
6. Click the “check network status” link on the “Current Device” section.
7. Check the connection status in the “Network Connection” section. (If the status says “Connected”, click the “Resend Settings” button, and restart the device. If restarting the device does not correct the issue or the status is unknown/disconnected continue with step 8).  
8. You will need to search for the phone line using the following settings to change or update the SIM/ICCID:
   • I want to: Change Device IMEI/SIM
   • Lookup Type: Wireless number
   • Search for: [Enter phone number for the phone line]
9. Select the “Go” button.
10. Click the “change” text box next to SIM/ICCID and enter the new SIM/ICCID in the “New SIM/ICCID, EID, or CSN” text box.
11. Select the “Go” button.
12. A “Verify Updated Device Information” page will appear regarding the change summary. Click the “Submit” button.
13. A confirmation page will appear notifying the device information has been updated.
14. You will need to search for the phone line using the wireless number in order to view the device usage and account.
15. Select the “Go” button.
16. Confirm the SIM/ICCID has been updated in the “Current Device” section.

Changing Device SIM Cards:

Once the updated SIM/ICCID has been confirmed, the new SIM card will need to be inserted into the device having network connectivity issues and the old SIM card will need to be removed.

1. Locate the SIM Tray on the device.
2. Pop open the SIM tray by inserting a paper clip or a SIM-eject tool into the hole beside the tray.
3. Push in towards the device.
4. After the SIM tray has been popped open, remove the old SIM card from the SIM tray.
5. After you remove the old SIM card from the tray, notice the notch in one corner of the new SIM card.
6. Place the new SIM card into the tray — it will fit only one way, because of the notch.
7. Push the SIM tray back into the device.
8. Restart the device.

Check Device and the new SIM card for network connectivity:

1. Open a web browser and go to the AT&T Premier System (If the SIM Card is a FirstNet SIM card visit FirstNet).  
2. Login with your credentials set up specifically for the AT&T Premier system.
3. Near the top of the page there will be two white drop-down menus and a text box next to a blue “Go” button. Using the obtained device information, you will need to search for the phone line using the appropriate criteria. You will want to use the following settings:
   • I want to: View account and usage
   • Lookup Type: Wireless number
   • Search for: [Enter phone number for the phone line]
4. Select the “Go” button.
5. Click the “check network status” link on the “Current Device” section.
6. Check the connection status in the “Network Connection” section.
7. If the connection issue persists, then AT&T Business Center 1-800-999-5445 will need to be contacted for further assistance by an authorized order placer.