Pre-Activation Checklist

• Customer identity verified (government-issued ID)
• Credit check completed and approved (if postpaid)
• Plan selected and confirmed with customer
• Device compatibility verified
• SIM card or eSIM QR code ready
• Customer contact information collected

New Customer Activation Process

1. Collect customer information: Full name, ID number, address, email, contact number
2. Run credit check for postpaid plans
3. Select plan and any add-ons
4. Choose or port phone number
5. Select SIM type (physical SIM or eSIM)
6. Enter customer details in activation system
7. Process payment (if applicable: activation fee, first month, device)
8. Generate order confirmation and receipt
9. Provide SIM card or eSIM QR code
10. Walk through activation steps with customer
11. Test service: Make call, send SMS, test data
12. Set up online account access
13. Explain billing cycle and first bill

Activation Timeline

SIM Card Types

• Triple-cut SIM (Standard, Micro, Nano) - fits all devices
• Multi-IMSI SIM - for international roaming
• 5G SIM - required for 5G network access
• All new SIMs are 5G-compatible triple-cut

SIM Insertion and Activation

1. Power off device
2. Remove appropriate SIM size from card (Nano for most modern devices)
3. Insert SIM into device tray (gold contacts facing down)
4. Power on device
5. Wait for "SIM Detected" notification
6. Enter SIM PIN if prompted (default: 1234)
7. Wait 2-3 minutes for network registration
8. Check for signal bars and carrier name
9. Test call, SMS, and data
10. If no service after 5 minutes, restart device

SIM Activation for Different Devices

eSIM Prerequisites

• Device must be eSIM compatible (check compatibility list)
• Device must be carrier unlocked
• Customer needs stable WiFi or data connection
• Latest device software recommended

eSIM Activation Methods

eSIM Activation Details

• SM-DP+ Address: sm-dp.carrier.com
• Activation code: Generated per customer (unique)
• QR codes valid for 30 days
• One eSIM profile per QR code
• Can be re-issued if activation fails

Dual SIM Setup (eSIM + Physical SIM)

1. Activate primary line first (physical or eSIM)
2. Add second line following standard process
3. Label lines clearly (Primary, Secondary, Work, Personal)
4. Set default line for calls, SMS, and data
5. Configure line switching preferences
6. Test both lines for calls and data

Port-In Requirements

• Customer must be account owner of number being ported
• Current account must be active (not suspended or cancelled)
• All bills with current provider must be paid
• Customer provides account number from current provider
• ID verification matches name on current account
• SIM card or eSIM ready for activation

Port-In Process

1. Collect porting information from customer: - Current phone number - Current provider name - Account number with current provider - Account holder name (must match ID) - Account PIN/password (if required by current provider)
2. Verify customer identity matches account holder name
3. Select plan and complete new service setup
4. Submit port-in request in system
5. System generates port-in reference number
6. Provide temporary number if immediate service needed
7. Set customer expectation: 4-24 hours for completion
8. Explain customer should NOT cancel old service (auto-cancelled upon port)
9. Send confirmation email with port status link
10. Monitor port status in system
11. Notify customer when port complete (SMS and email)
12. Customer should restart device when notified
13. Follow up to verify ported number is working

Port-In Timeline

Port-In Issues and Resolutions

Reasons for SIM Replacement

• Lost or stolen SIM
• Damaged or defective SIM
• Upgrade to 5G SIM
• Change from standard SIM to micro/nano
• SIM swap for device change

SIM Replacement Process

1. Verify customer identity
2. Confirm reason for replacement
3. If lost/stolen: Suspend current SIM immediately for security
4. Charge replacement fee if applicable ($10 for non-defective)
5. Assign new SIM to account in system
6. Deactivate old SIM
7. Provide new SIM to customer
8. Customer inserts new SIM and powers on device
9. Activation occurs automatically (2-5 minutes)
10. Test service with customer
11. Update customer notes with new SIM number

SIM Replacement Fees

Pre-Installation Requirements

• Address eligibility verified (fiber/cable availability)
• Installation appointment scheduled
• Customer contact information confirmed
• Building/landlord approval obtained (if required)
• Customer informed of installation time window (2-4 hours)
• Payment collected (first month + installation if applicable)

Installation Appointment Booking

1. Check technician availability in customer's area
2. Offer available appointment slots (3-5 business days out)
3. Book preferred date and time window
4. Explain customer must be present during entire window
5. Send confirmation SMS and email with appointment details
6. Send reminder 24 hours before appointment
7. Technician calls 30 minutes before arrival

Installation Day Process

1. Technician arrives and introduces self to customer
2. Assess installation location and requirements
3. Install fiber/cable line to premises (if needed)
4. Install ONT/modem and WiFi router
5. Configure router with network name and password
6. Test internet connection and speed
7. Set up additional services (home phone if applicable)
8. Walk customer through equipment and WiFi settings
9. Provide router login details and quick start guide
10. Customer signs installation completion form
11. Technician updates system: service activated
12. Customer receives welcome email with account details

Post-Installation

• Service active immediately upon technician completion
• Follow-up call within 24 hours to verify satisfaction
• First bill generated at end of installation month (pro-rated)
• Online account access available within 24 hours
• Self-service app can be downloaded immediately

Add-On Activation Timeline

Add-On Activation Process

1. Verify customer eligibility for requested add-on
2. Explain pricing and billing terms
3. Confirm customer wants to proceed
4. Activate add-on in system
5. Send confirmation SMS/email
6. Explain how to use the add-on feature
7. Test if applicable (e.g., make roaming call)
8. Document activation in customer notes

Family Plan Setup

1. Verify primary account holder identity
2. Confirm number of lines needed
3. Select plan tier for each line
4. Calculate family plan discount
5. Collect information for each line user
6. Assign account permissions (who can make changes)
7. Process credit check if needed
8. Activate all lines simultaneously
9. Provide SIM/eSIM for each line
10. Set up unified billing to primary account holder
11. Explain shared data pools if applicable
12. Send welcome email to primary account holder

Adding Lines to Existing Account

1. Verify account holder identity
2. Check current plan eligibility for additional lines
3. Calculate new monthly total with discounts
4. Select plan for new line
5. Choose new number or port existing
6. Activate new line in system
7. Link to primary account for billing
8. Provide SIM/eSIM
9. Update billing to reflect additional line
10. Send confirmation to account holder

No Service After Activation

• Wait 5 minutes and restart device
• Check SIM is properly inserted
• Verify airplane mode is off
• Manually select network
• Check account is fully activated in system
• Verify no provisioning errors

Data Not Working After Activation

• Verify mobile data is enabled
• Check APN settings are configured
• Toggle mobile data off and on
• Restart device
• Check data plan is active on account

eSIM Activation Fails

• Verify device is connected to stable WiFi
• Check device is not carrier locked
• Generate new QR code
• Try manual entry method
• Update device software
• Try on different WiFi network