This is a bit of a long story, but hopefully someone can help me fix what several hours of talking to customer support over the phone hasn't been able to fix.
On Feb 11th I cancelled my service with AT&T and started an online contract with T-mobile, transferring my number and ordering a new LG G2 with the free overnight shipping. By Feb. 17th, the UPS tracker hadn't updated since it was "out for delivery" on the 12th, so I called UPS support to see what the problem was. They told me the package was probably lost in transit, and i would have to contact the seller for them to investigate. I called T-mobile and they said they would work with UPS to investigate.
The night of the 17th, UPS delivered the package a few hours after I had called them. I put the sim card in and got the phone all set up, but I wasn't able to make calls, send texts, or access cell data - when I try to make calls it would say "Emergency calls only" even though I had a full 5 bars of cell service. When I look at "Status" menu in the "About Phone" section, it lists "My phone number" as "Unknown" Everything else not involving cell service works fine on the phone. After being bounced around between several different departments on the phone with CS, no one had any record of the account I had created online with the number I was trying to transfer from AT&T, so I ended up having to re-do a contract over the phone with a new number and the same sim card and phone, but I was still unable to make/receive calls/texts/data.
After calling T-Mobile tech support again, several different reps said the phone was probably still marked as lost, but after 2 different people claiming they had lifted the lost phone block, the T-Mobile IMEI lookup still said the phone was missing after the 24 hours they said it would take to lift the block. Yesterday, I spoke with another rep, and he said it was still listed as lost, and he would lift the lost block as well as a block for stolen in case it was listed as that. A few hours after speaking with him, I use the IMEI lookup too again, but now it gives me the following error: "Error: Invalid number. Please re-enter the IMEI number below." even though I know the IMEI is correct from both the sticker on the phone and the IMEI in the "About Phone" menu.
Hopefully someone has some idea of a way to get this working or can at least point me in the right direction to getting this fixed.