SIM_Manual Activation

Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

Helpful Canned Responses:

  1. SIM is not valid only for GSM - Use this response to explain that GSM LTE SIM card is not valid to be reused.
  2. Sim Card is active, Line is inactive - Use this response to explain how to activate a SIM that has not been active for less than 30 days (expired line/plan expired).
  3. Super LTE Line Restored - Use this response to explain that the Super LTE line is ready to use (with a new plan etc.).
  4. SIM Expired - GSM - Use this response to explain that the GSM LTE SIM card has been suspended due to being inactive and can not be reused either (number might has been put back into re-circulation).
    If the GSM LTE line is inactive for more than 30 days - it can not be restored.
How to activate the hotlined SIM Card:

1. Check if Refund was processed

If customer wants to come back after being hotlined -> PSS checks the order page or check Debbie's notes in Admin Portal.

If the refund was not processed, PSS requests Ayesha, Zobia, Waqar or TLs and asks them to disapprove the refund, because customer wants to come back and use services (given that the plan hasn't crossed the expiration date). Once done, please proceed with the steps given below

If the refund was processed, please proceed with the steps given below

  1. GSM LTE:
    PSS clicks on Restore and syncs the line. If the status is active, then ask the customer to buy a plan if the plan has been expired, otherwise, customers can use it right away.

Super LTE:

PSS clicks on "Recconect" if the Status is "Suspended" or PSS clicks on "Restore" if the Status is "Hotlined". If the status turns to Active, then ask the PSS to buy a plan if the plan has expired otherwise, PSS can start using it right away.

How to manually activate a SIM card? :

Manual Activation of GSM LTE or Super LTE SIM card is required only in cases where the SIM card did not activate successfully in the first attempt due to some error and we see 'PENDING' status on the SIM page.

This mostly takes place when a customer tries to activate a new number with US Mobile. Manual Activation is also required when a port request is canceled in order to activate a new number for the customer.

The steps of a manual activation are as follows:

  1. Check ICCID details
    If SIM details say “SIM is valid”, but the status is Pending
    Go to Step 2.
    If SIM details say “SIM is not valid” and status is Pending escalate to a senior team member or OA
  2. For Super LTE SIM cards, check ICCID details on the SIM page. If the SIM is Valid proceed with the Manual Activation, if the SIM is not valid, do sync the SIM page and the number should get activated on it.
This step is not required for GSM LTE SIM cards.
  1. Next click on Change Status on the SIM page and then change the status from PENDING to NEW.
  2. Now unlink the SIM card from the Subscriber by going to the subscriber page on AP. Click on 'Remove' in the drop down menu which shows the line options of that particular line, as shown in the picture below.
  3. Now for GSM LTE SIM card's Manual Activation, go to the subscriber page and click on 'Activate GSM SIM' which will be visible on the bottom of the page under 'SIM card Actions'.
  4. For Super LTE SIM card's Manual Activation, go to the subscriber page and click on 'Activate Super LTE SIM' which will be visible on the bottom of the page under 'SIM card Actions'.
  5. Enter all the required details and then click on 'Activate' in order to complete the Manual Activation.
While activating a New SIM with customer-provided ZIP code if we receive an error “Activation Foot Print Not Available”, You can activate the SIM card by using any other ZIP code.
If a SIM Card is without a plan for more than 30 days (for GSM LTE) or 50 days (for Super LTE) then there is a chance that customer might lose the number.
In case of the GSM LTE Sim Card, if it is inactive for more than 30 days, it will become obsolete and can not be used again. On the other hand, Super LTE Sim Card can be cleaned and reactivated again.

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