🛠️ Troubleshooting

Support steps vary depending on whether the customer is using a physical SIM card or an eSIM. Here’s how to guide them:

Step-by-Step Troubleshooting Checklist

📝 Step 1: Gather Key Details First

Before starting, ask the customer for:

• ✅ Order number
• 🌍 Current location (country)
• 📱 Device make and model
• ⚠️ Description of the issue (data not working, no signal, calls not going through, etc.)

🔍 Extra Checks in this Step:

• For US physical SIM cards, also request the IMEI early.
  • Check on T-Mobile & AT&T’s compatibility checker to rule out device/network mismatch.
• Confirm that the customer’s current location is covered under the plan (check roaming countries).
• If the issue is making or receiving calls, confirm:
  • Are they using the correct call method?
  • Are they dialing with country code if required?

✅ Step 2: Check Activation Status

• Confirm in Airtable and/or the Supplier Portal:
  • Has the physical SIM been activated?
  • Has the eSIM been sent (and is installed)?
• If a phone number is available, try calling it to check for a normal ringtone.
  • If there’s a ring tone, it likely means activation is complete.
  • If not, activation might be pending or failed.
• Follow up with supplier if the SIM Card or eSIM hasn’t been activated.

🔍 Step 3: Confirm ICCID Installation

a. Physical SIM Card

• Ask customer to go to:
  • iOS: Settings > General > About > ICCID
  • Android: Settings > About Phone > SIM Status
• Confirm the ICCID matches the one in Airtable.

b. eSIM

• Ask customer to go to:
  • iOS: Settings > Mobile > eSIM Profile > ICCID
  • Android: Settings > Connections > SIM Card Manager > ICCID
• Check that the eSIM is correctly installed and showing the correct ICCID.

📲 Step 4: Mobile Settings Check

Make sure the SIM/eSIM is selected and active for mobile data and calls (if applicable).

📱 iOS Instructions

A. Set Mobile Data Line
Settings > Mobile Data > Mobile Data
➡️ Select the new SIM/eSIM line (e.g., “Secondary” or provider name)

B. Set Default Line for Calls (if not data-only)
Settings > Mobile Data > Default Voice Line
➡️ Select the new SIM/eSIM for calls

🤖 Android Instructions

(Note: Menu names may vary slightly depending on the brand)

A. Set Mobile Data Line
Settings > Connections > SIM Card Manager
➡️ Under Mobile Data, select the new SIM/eSIM

B. Set Default Line for Calls (if not data-only)
Settings > Connections > SIM Card Manager
➡️ Under Calls, choose the new SIM/eSIM

🌐 Step 5: Enable Data Roaming

Ensure Data Roaming is ON:

• iOS: Settings > Mobile > Select SIM > Data Roaming
• Android: Settings > Connections > Mobile Networks > Data Roaming

⚙️ Step 6: Check APN Settings

Confirm that APN matches what was provided in the onboarding email or Airtable.

• iOS: Settings > Mobile > Mobile Data Network
• Android: Settings > Connections > Mobile networks > Access Point Names

⚠️ Typos in APN (even spaces) can break the data connection.

📡 Step 7: Manual Network Selection

Sometimes manual network selection works better:

• iOS: Settings > Mobile > Network Selection > Turn OFF Automatic
• Android: Settings > Connections > Mobile networks > Network Operators

🔒 Step 8: Disable VPN

VPNs can interfere with SIM/eSIMs:

• iOS: Settings > General > VPN & Device Management
• Android: Settings > Connections > More connection settings > VPN

🔁 Step 9: Test in Another Device (Physical SIM Only)

• Ask the customer to try the SIM in a different unlocked phone.
• This helps confirm if it’s a device issue.

🔄 Step 10: Reset Network Settings

As a final step if all else fails:

• iOS: Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings
• Android: Settings > General Management > Reset > Reset Network Settings

🧮 Extra: Check Data Balance

If the customer has no data or slow speeds, they may have used up their allowance. Check their remaining balance via any of the following:

🔍 Option 1: Short Codes (USSD)

Customers can dial a short code provided by the carrier to check balance (if supported).
E.g., *111#, *123#, or check the SIM/eSIM card info for the correct code.

🌐 Option 2: Provider Portal / Dashboard

Some providers have a login portal or app to check usage:

• Billion Connect: CS team can check via dashboard (if account is linked).
• Three UK: three.co.uk/my3 → Customer must register with UK number.
• Orange France: orange.fr → Customer can register and check usage.

📱 Option 3: Check via Device Settings

📱 iOS Instructions

Settings > Mobile Data > Usage (or Mobile Data Usage)

• Scroll down to see data usage per SIM line.
• Reset stats before trip if needed to track usage accurately.

🤖 Android Instructions

Settings > Network & Internet > SIMs > Data Usage (or)
Settings > Connections > Data Usage

• Shows data usage per SIM/eSIM.
• Can also tap into “Mobile Data Usage” for details per app and time period.

📌 Note: Device usage tracking resets monthly but may differ from provider tracking.

🚨 Escalation Checklist (if unresolved)

Before escalating to Supplier or Management or opening a ticket, ensure:

• ICCID matches and is active
• eSIM is installed
• APN is correct
• Manual network tried
• VPN disabled
• Data roaming is ON
• Call test has been done (if number available)
• Device is compatible (for US SIMs, via IMEI)
• Location is within coverage

Identifying Faulty SIM (No SIM Issue)

If the customer reports that there is no SIM in the device, you can determine if the SIM is faulty by following these checks:

1. Confirm ICCID
   • If the SIM is missing, the ICCID should be blank or not appear in the device’s settings.
2. Try SIM in Another Device
   • Ask the customer to insert the SIM into another unlocked phone.
     • If it works in the second device, the problem is likely the original device.
     • If it still doesn’t work, the SIM is likely faulty.
3. Error Messages
   • If the SIM shows as “No SIM” or “SIM Error”, and steps like network reset and APN checks don’t resolve it, it points to a faulty SIM.
4. Test Activation
   • If all the activation steps have been completed and the SIM still doesn’t work, escalate for a replacement SIM.