Use Case: esims for travellers. B2C and B2B.

CSM: Irina Bespalova

Customer Technical Comments

Case Handling Instructions

Actions

We should not set their Android devices to Webbing IMSI (see the customer descr. in Confluence).

If there is an issue with the native APN taking place in the Webbing SIM card APN field, please ask a user to "Reset settings" in the APN settings.

All KNOWN ISSUES are documented below. REVIEW BEFORE HANDLING CASES - Jump to anchor

file (1).jpeg file (2).jpeg Create/Edit My Webbing access

Deactivate My Webbing account

Reset password/authenticator

Deactivate Device

Edit IO

PRD change

OTA change

Edit Branch

General My Webbing questions

Activate Device

Provide PRD pricing

Exclusion Profiles information

Close Device

KNOWN ISSUES

The customer uses Webbing eSIM for traveler customers, which is a prepaid service. They have their own App where the customers purchase the data plan.
We provided Airalo with the full activation codes of the eSIMs and API, and they produce the QR codes themselves through their app. Product switching from deactivated to USA + applying usage control (API).

Special settings Airalo has:

Auto aOTA assignment from PRD based on device type

Apple and non-apple) to avoid using WBG imsi on non-apple devices.
Since Airalo end users use consumer devices, they rely on auto APN discovery, and we only have a Carrier bundle with Apple Apple / Webbing - Carrier Bundle & eSIM certification.
This logic is designed to check the used device type by IMEI DB in MyWebbing (Live data) and assign specific aOTA version for Apple devices including WBG IMSI, and specific aOTA version for non-Apple devices excluding WBG IMSI.

Airalo used API functions (API Setup )

Switch product from Deactivated <-> Active (ChangeServiceDeviceProduct)
Assign the right usage control (SetUsageControl) based on the package purchased.
Open and close Assignment (internal order) (CreateAssignment/CloseAssignment)
Check usage (getDeviceUsage, with defined PROD and Assignment ID)
Activate/Suspend SD (SuspendServiceDevice/ActivateServiceDevice)

Airalo Flow

SIM cards usage activated and disabled based on UC & PROD change.
When new eSIM is assigned in Airalo Account in MyWebbing portal they are Activated and assigned to ‘'Deactivate SIM/eSIM’' PROD that will block their usage.

User purchases a plan

1.1. Change product to the correct active product (USA, Eurolink, Italy...)

1.2. Create Assignment (Internal Order)

1.3. Set Usage Control
When an end user purchases an eSIM with predetermined data usage amount (prepaid) in Airalo Application, the Activation trigger is sent to MyWebbing via API from their Application in form of PROD change request and UC assignment based on the data amount user purchased.

Usage on Airalo APP is counted by internal order.

Airalo expect the usage to be blocked in 2 ways - after certain amount of time or automatically after data limit is consumed. The blocking according to time is done by Airalo created logic, the blocking by Usage is done by Webbing UC logic.

2. Webhook notification sent to Airalo from Webbing UC when user consumes 3MB of data
This notification starts the time counter on Airalo side.

3. User finished data package - Webbing automatically blocks the usage and sends webhook to Airalo.

3.1. If the user already purchased a new package:
- Close Assignment (block removed) + Create a new Assignment
- Change the Usage Control (if the package is different size). If the package is the same size, no need to change the Usage Control.

3.2. If the user did not purchase a new package:
Do nothing. The SIM will remain blocked until the assignment is removed.

(*) please note that if the assignment is removed, the block will be removed as well. It’s possible to suspend the SIM (change status from active to inactive) so it will be blocked, until the SIM is activated again. SIM is suspended status can remain on active product. It will not be able to connect.

4. End date of package received

Change SIM status to ‘suspended’ – in case there is a top-up & following reactivation
Use product change to “Deactivated” in case there is no top-up.

EuroLink package lifetime (end of date)

1GB - 7 days
3GB - 30 days
5GB - 30 days
10GB - 30 days
50GB - 90 days
100GB - 180 days

Known issues

Google Pixel 6a devices stuck on one IMSI

In cases where Airalo opens tickets regarding Google Pixel 6a devices stuck on one IMSI (mainly France and Aruba), do not close the case, but aks for the Android version.

You can send the following:

''Dear Airalo Team,

Thank you for letting us know about another issue with Google Pixel 6a in France.
The issue with switching subscription profiles is a known issue for Google Pixel 6a devices for which we currently do not have a fix for. We updated Noelia and Marcia on this matter.
Unfortunately, this user will not be able to roam in France with Webbing esim using Google Pixel 6a device.
We are proceeding with closing this case.''

In case the issue is not resolved (which until further update from Thales and Google it will likely not be), we can close the case with issue as ‘not solved' and ‘'Close Issue: Customer device (HW, FW, SW) issue’' and Pixel SW tag.

example issues:

https://my.iamwebbing.com/admin/cases/case_view.aspx?c=522484

https://my.iamwebbing.com/admin/cases/case_view.aspx?c=522599

Data running out too fast

Cases should be assigned to Account management and handled by CS team.

TikTok blocking IMSI registered in Hong Kong

Airalo will continue opening cases when only TikTok does not work per Irina's request. For statistics - to see how many users have this issue.
*In Airalo's minds TikTok works in the USA. It does not work in France and Caribbeans. If not aware how to better procced or communicate it to Airalo, consult with Irina.

TikTok does not work with Hong-Kong IMSIs (Webbing, CSL), but works with Orange IMSI. If someone opens a case for iPhone that Tik Tok does not work, we need to transfer them to Orange or other non HK based IMSI if possible.

Answer to the customer that the issue is fixed and ask them to retest, nothing more can be communicated to Airalo.

*If moving the SIM to a non Hong Kong registered IMSI is not possible/did not work after sending OTA/Airalo have additional questions, NOC / CS should first check with Irina how to communicate this with Airalo.

Below template should only be used if approved by Irina.
"Dear Airalo team,
Thank you for letting us know on a case when TikTok does not work for the user. Issue relates to SIM connecting to network with Hong-Kong registered subscription profile that is being blocked by TikTok. We noted it. Our team is currently working on several options how to solve an issue of TikTok blocking Webbing eSIMs. As soon as we find a solution, we will let you know.
Meanwhile, we found a workaround. If a user cannot access Tik Tok app in a country, they can open Tik Tok in browser, and TikTok will work. That might be a less satisfying user experience, but the user will be able to access content. If the user is unable to use TikTok via a web browser, unfortunately, there is currently no other solution we can offer. We apologize for any inconvenience it may cause.

Please let us know if you have questions.
Best regards"

*Close the case with issue as ‘not solved' and ‘'Close Issue: Known widespread fail’' and TikTok HK IMSI tag.

Google Pixel 4a phones cannot connect to AT&T

As there was a 3G sunset for operator AT&T they have published a list of devices which will work after their sunset.
Here is the list:
https://www.att.com/idpassets/images/support/pdf/Devices-Working-on-ATT-Network.pdf
If customer complaints that they are unable to register in AT&T network ask them what is the model number as only two Pixel phones are able to connect to network.

Cannot install eSIM in device

Whenever Airalo open case regards eSIM installations, please verify if eSIM installation relate to corrupted eSIM profiles (check with Airalo if local provider eSIM has been installed before) and afterwards can inform them by using this template if that is the case:

“Dear Airalo team,

Thank you for letting us know about an issue with the eSIM installation. The root cause of the problem is with corrupted eSIM previously installed on the devices by local provider. Take in note that found solution regarding eSIM installation for Apple devices is not 100% Webbing dependent as it requires Claro's input.

Please be advised that if the user is in Brazil and cannot install Webbing eSIM, the device will receive an OTA to update the corrupted profile sent by Claro, and afterwards the user will be able to properly download the Webbing eSIM profile.

However, if the user is located outside of Brazil, he/she needs to contact Claro Brazil technical support and ask to send a manual update to corrupted eSIM profile. We apologize for any inconvenience it may cause.

Please let us know if you have questions.

Best regards“

If issue does not relate to corrupted eSIM profile, continue investigation with Thales and internally. There have been cases when eSIM installations fail due to locked device problem.

*Close the case with issue as ‘solved' and ‘'Close Issue: Known widespread fail’' and Corrupted Claro eSIM profile tag.

eSIM installation problems - carrier-locked device

Issue is that on Apple servers/their system those devices appear as carrier locked and should be locked, despite the fact on user interface, directly, on those iPhones is shown information that device is not locked. So there is mismatch in information what exactly would be the status. VAS has addressed this issue to Apple and advised it should be fixed instead cause frustration for end users.

Data overuse due to CDR processing (late UC triggers)

There could be a cases where Airalo support complains about the usage that user exceeded for example 1GB of data and has consumed 3GB instead. If this kind of cases are observed check in Network events when the data was consumed, this issue is observed with CDR processing.
Case refence https://my.iamwebbing.com/admin/cases/case_view.aspx?c=520464

Orange FR profile collision due to Orange IMSI

Assumption that since one of the subscription profiles in our eSIM is provided by Orange France (eSIM uses Orange IMSI for connectivity) no separate eSIM could be seen on device side if there is already installed Orange eSIM, device recognizes Webbing eSIM as same Orange eSIM and likewise both eSIMs were merged together - case 521430.

Possible issues with Fairphone devices

Possible issues with Fairphone devices - case 521351

Usage count for Apple/Android devices

Calculated Usage for Apple/Android devices

Internet access not available over hotspot by using Orange IMSI for Android

Seems that due to latest SW update end users could experience issue with internet accessibility via hotspot when using Orange IMSI on Android devices. So far issue was identified for Samsung S20 (Android 13) /S22 (N/A) / Galaxy Note20 Ultra 5G (N/A).

As a workaround in APN settings for selected APN should be adjusted APN type to default,supl,dun:

Such issue not identified for Pixel6 phone on Android 13 version.

*Note for a Pixel - when SIM is set on Orange IMSI in APN settings MVNO operator type and value is mandatory requirement so device connected to hotspot would have internet access. If those values are not defined there will be no internet access over hotspot, but you will be still able to connect to it. For Pixel6 device APN type 'dun' can not be saved so do not ask end users/customers to define it for Pixel devices. Even without defining in APN type 'dun' hotspot functionality is not affected and internet access is gained for devices connected to Pixel.

Top-Up Not Working - usage block stuck

Lately, we have received cases where Airalo support is complaining that the end user bought a top-up, but he cannot consume any data. Through our investigation, we have found that the usage block isn't removed when a new IO is created. We have an ongoing DEV Monday task where all the new examples of this issue must be added.

https://iamwebbing.monday.com/boards/2871814546/views/65656186/pulses/4738219910

If you receive a case regarding this issue, please follow the steps:

Answer to the customer that we are checking internally;
Then add a case example to the task for DEV;
Outside office hours, remove UC; during office hours, delay usage block removal and inform the DEV team with the fresh examples; ask Yoav if, after his investigation, we can remove the usage block;
Advise the customer accordingly.

Airalo contacts:

Marcia Lima: marcia@airalo.com

Noelia Romero: noelia@airalo.com

Monna Liza: monnaliza@airalo.com

NOC: noc@airalo.com

Bahadir: bahadir@airalo.com

Mahmut: mahmut.bayri@airalo.com (Technical support) - +31613932745 (can be used for urgent escalations)

Allon, Raphael, Irina is having direct communication via Slack with Airalo. As a double check they have direct communication with Airalo and reach out to them to inform Airalo for urgent escalation or major issues.

Currency:
Device Price:

Shipping Orders Information:

Where, Whom to, Who pays for shipping. Anything relevant on the customer level should be mentioned here. Do they use PO’s. Include any attachments that are provided.

Contact people:

Champion Point
Technical Focal Point
Billing Focal Point

Kick-Off Presentation Slide

Share Materials Customer has given you.

Case Handling Instructions for NOC and support team.

Important Notes: This is Related to the customer please included all info that CSMs and Other Departments need to know. Examples Below

Related to Operations.
Product Creation
Special Mapping
Roaming Profiles
VPN, IP.
Billing/Invoicing