Activation (Bouygues Telecom)

Important Links

Airtable: https://airtable.com/appjcejDCqfcsklhv/pag2AMBj5a41Lgpm4?detail=eyJwYWdlSWQiOiJwYWd4Q3d6Z2FnV2xUck9XQiIsInJvd0lkIjoicmVjSm52MHI4djdPTFl0aUoiLCJzaG93Q29tbWVudHMiOmZhbHNlfQ

Google Sheet
https://docs.google.com/spreadsheets/d/145QgdjnKZ0kol9os03SsDUKBYI-HHfYc3DUzYzm1tF4/edit?resourcekey#gid=1064925540

Activation

Step 1: Find the Activation Request

• Go to the Activation Google Sheet.
• Locate the customer’s activation request you would like to process.
• Check the “Additional Notes” section for any Customer-specific requests (e.g. preferred activation date, custom instructions)

Step 2: Search the Order in Airtable

• In Airtable, use the Search function to find the order using the order number or customer email.

Step 3: Check the First Line of the Order

• Review:
  • Customer notes
  • Internal notes
  • Cancellation or refund status
• ⚠️ Important: If the order has been cancelled or refunded, do not proceed.

Step 4: Confirm SIM Type and Activation Plan

• Go to the second line of the Airtable record under the customer’s order.
• Verify the:
  • SIM Type (e.g. Bouygues Telecom)
  • Activation Plan (e.g. My European SIM 30GB eSIM)

Step 5: Open the Physical SIM Airtable

• In a new browser tab, open Airtable again.
• Navigate to the “Activations” section and select “Physical SIM Activations”.

📌 Note: Bouygues eSIMs are treated like physical SIMs in our system because we own and manage the QR codes. No external portal access is required.

Apply the following filters to locate available Bouygues eSIMs:

1. Clear any existing Activation Date filters.
2. Activation Status
   • Filter: is not
   • Exclude: Active, Closed_Refund/SIM Replacement, Refund/SIM Replacement, etc.
3. Product Description
   • Should be either:
     • Bouygues Telecom My European SIM 30GB eSIM
     • Bouygues Telecom My European SIM 60GB eSIM

Step 6: Select an Available SIM

• Choose the first available ICCID at the top without an Order Number assigned.
• Copy the ICCID.

Step 7: Link the eSIM to the Customer Order

• Go back to the customer’s order in Airtable.
• Scroll to the “Physical SIM Activation” section.
• Click “Add record” (right-hand side).
• Paste or search for the copied ICCID, and select it.

Step 8: Confirm Product Match

• A new line will appear under the customer’s order.
• Check that:
  • SIM Type (e.g. Bouygues)
  • Product Description matches the customer’s order
    ✅ If they don’t match, re-check the ICCID selection.

Step 9: Finalise the Activation

In the newly added record:

1. QR Code, SM-DP+ Address, and Activation Code should auto-fill.
2. Manually fill in:
   • Activate Date: Today’s date (or customer’s requested date)
   • Arrival Date: Same as Activate Date
   • Days: Set to 30
   • Activation Status: Set to Active
   • Customer Email: Enter the customer’s email address

Step 10: Send the Confirmation Email

• Update Confirmation Email Status in Airtable to:
  • Sent via email or Sent manually
• Double-check that the email was sent in the “Sent” inbox.

Troubleshooting

If troubleshooting assistance is required for Bouygues eSIMs, please follow the steps below:

1. Send an email to CONTACT_TRAVEL_SIM@bouyguestelecom.fr, and CC ruddy.giorgi@cgcommunications.fr.
2. Use the following email subject format:
   Customer Service Request | My European SIM [ICCID: ]
   • Ensure you replace [ICCID: ] with the customer’s ICCID.
3. Include all required information in the body of the email, as outlined in the table provided below.

Example Email: