SIM Swaps

Accessing the Modify Module

1. Search for Customer: Enter the customer's name or ID in the top search bar to load their account.
2. Open Modify Screen: In the customer header (the area containing the customer's name and MDN), click Modify (PC401). This will open the Modify dashboard.

Physical SIM Swap

To perform a physical SIM or device swap, focus on the top portion of the screen:

1. Locate Section: Navigate to the ESN/SIM Change (PC18) section at the top of the Modify dashboard.
2. Enter New Details: Input the New ESN/SIM number.
3. Select Model: Choose the appropriate device Model from the dropdown menu.
4. Provide Required Info:
   • Enter the Who got it back (Employee Login ID).
   • Select the Reason for Change ESN/SIM from the available options.
   • Select the Type of Change (e.g., SIM Swap).
5. Submit: Click the Submit button in this section to finalize the physical SIM/device change.

eSIM Swap

For eSIM-specific changes, navigate to the bottom of the Modify dashboard:

1. Locate Section: Scroll down to the E-Sim Change (PC1078) section.
2. Verify MDN: Ensure the MDN (Mobile Directory Number) displayed matches the device you are modifying.
3. Submit: Click the Submit button in the E-Sim Change (PC1078) section to process the eSIM update.

Note: If you are performing a device swap (replacing the device itself), you may also need to utilize the Change Device ID (PC101) section located between the ESN/SIM and E-SIM sections, ensuring that all equipment identifiers are updated correctly in the system.