Supporting your customers
Most customer issues are one of three things: a locked phone, roaming left off, or an uncovered country. Run these checks first.
Three checks before escalating
Is the phone eSIM-compatible and unlocked? Is the onesim line turned on with data roaming enabled? Is the country actually on the package’s covered list?
Escalating to onesim
Send the order reference, device model and the country the customer is in. Never ask customers to share installation codes in public channels.