💼 Suppliers
This section outlines the key contacts, platforms, and procedures for managing SIM and eSIM-related tasks across our different network providers. As a CSR, you may need to coordinate with suppliers, access activation portals, or escalate issues. It’s essential to know who to contact, what actions require approval, and which changes can be made directly. Use this section as a quick reference guide when handling carrier-related tasks or troubleshooting orders. Always follow the notes provided, especially when contacting suppliers or making changes to activations.
Physical SIM Cards, eSIMs & Carriers- T-Mobile
Contact: MVNO and Jake
Tasks: Coordinate with MVNO and Jake for any issues or inquiries.
Note: Notify the supplier before making any changes.CommentShare feedback on the editor
- AT&T
Contact: Jake
Tasks: Coordinate with Jake for any issues or inquiries.
Note: Notify the supplier before making any changes.
- BC
Portal: BC Portal
Tasks: Access the BC Portal for activations and eSIM management, or contact the BC team via WeChat.
- Three UK
Contact: Eternal/Core/ICC
Tasks: Coordinate with Eternal (via WhatsApp) or Core for any issues or inquiries.
Note: ICC is an older supplier which we no longer use. For ICC SIM Cards, we usually require to active the SIM Cards manually and can directly change the Activation Date in the portal (if the date is at least 1-2 days before). Same day changes may be too late.
- Orange Spain
Contact: HOMSIM
Tasks: Coordinate with HOMSIM for Orange Spain SIM cards/eSIMs and customer support (otherwise Melbourne Office can call Orange Customer Support for assistance +34 695 91 19 00).
Note: Notify the supplier before making any changes.
- Movistar/Vodafone Spain
Contact: Sergio and HOMSIM
Tasks: Coordinate with Sergio and HOMSIM for supplies and activation-related issues for Movistar and Vodafone Spain. For other issues, after completing all troubleshooting steps, contact TOBi Vodafone via WhatsApp for Vodafone or Atención Comercial Movistar España for Movistar assistance.
Note: Notify the supplier before making any changes.
- Bouygues Telecom
Contact: Ruddy
Tasks: Coordinate with Ruddy or the Bouygues Telecom CS team for any issues or inquiries.
By maintaining clear and direct communication with our suppliers and utilising the appropriate portals, we can ensure smooth operations and timely resolution of any issues. Always notify the supplier before making any changes, except for BC and Joytel.