Mexico City Speed Test: MEX Airport, Polanco, Centro Histórico

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Mexico City Speed Test: MEX Airport, P...

Mexico City Speed Test: MEX Airport, Polanco, Centro Histórico

31 Oct 2025

Speedtests
Mexico City Speed Test: MEX Airport, Polanco, Centro Histórico

Mexico City is sprawling, vertical, and dense. Steel-framed malls, packed indoor markets, and long concourses at MEX can make mobile performance swing wildly even within a few metres. This mexico city mobile speed test focuses on three places most travellers hit in a 48-hour window: MEX International Airport (both terminals), Polanco’s outdoor/indoor mix, and the Centro Histórico including covered markets. We ran multiple passes at different times of day and captured latency, download, and upload to create an open, copyable CSV dataset you can use in your own planning.

Headlines: Telcel’s 5G footprint gave the most consistent top-end performance in Polanco and the Zócalo area. AT&T offered usable—sometimes very good—speeds but fell back to LTE more often indoors. Movistar tended to lag outdoors and struggled most in metal-roofed markets. Inside the markets, all networks dropped sharply; positioning yourself near entrances or skylights frequently doubled speeds.

Before you book a plan, scan our quick location-by-location notes and the step-by-step checklist below. If you’re combining Mexico with the US or Canada, consider a regional option like Esim North America. For onward Europe travel, compare Esim Spain, Esim France, Esim Italy, or Esim Western Europe. See all countries on Destinations.

At-a-glance results

  • Telcel 5G led in open-air Polanco and around the Zócalo: median 180–260 Mbps down, 25–45 Mbps up.
  • AT&T 5G was present in pockets; when on LTE, expect 20–60 Mbps down, 8–20 Mbps up.
  • Movistar generally 4G LTE in these areas: 8–40 Mbps down, 2–12 Mbps up.
  • Indoors with heavy metal roofing (markets), all carriers dropped below 15 Mbps; Telcel held a small edge.
  • MEX Airport: usable but congested; 10–40 Mbps down typical at peak times.

Methodology and scope

  • Period: Multiple runs over two weekdays and a weekend day, morning to late evening.
  • Devices: iPhone 15 Pro and Pixel 8 (to smooth out device/radio differences). Dual-SIM when possible; independent runs per SIM.
  • Apps: Ookla Speedtest primary; cross-checked with Fast.com for throughput sanity checks.
  • Metrics: Download, upload (Mbps), latency (ms), radio tech reported by device (5G NSA or LTE).
  • Locations: MEX T1/T2 public landside areas; Polanco (open avenues, parks, and inside Antara/Palacio de Hierro); Centro Histórico (Zócalo area, Alameda, indoor markets).
  • Notes: Results are snapshots, not guarantees. Building materials, crowd density, handset bands, and roaming partners can alter outcomes. Carriers tested: Telcel, AT&T Mexico, Movistar.

For context on other countries and bundles, browse Destinations. If you’re coordinating teams, our solutions on For Business may help.

Results by location

MEX Airport (Terminals 1 and 2)

  • Terminal 1 Arrivals Hall: Congested. LTE common for AT&T/Movistar; Telcel 5G present but variable. Expect 10–35 Mbps down during peak arrivals; late evenings improve slightly.
  • Terminal 2 Food Court and check-in: Better line-of-sight gives Telcel 5G an advantage (often 80–150 Mbps). AT&T LTE in the 20–40 Mbps range; Movistar 10–20 Mbps.
  • Gates and corridors: Performance fluctuates as you move between glass façades and deep interior sections. Step closer to windows for a quick lift.

Practical takeaway: Sync maps and offline media on Wi‑Fi before boarding. If your work depends on uploads, avoid relying on the gate area at peak times.

Polanco (avenues, parks, and malls)

  • Outdoors (Ejército Nacional, Parque Lincoln): Telcel 5G excelled, commonly 200–350 Mbps down with sub‑25 ms latency. AT&T’s 5G cells offered 120–200 Mbps where available, otherwise LTE around 40–80 Mbps. Movistar LTE acceptable for navigation and social but rarely above 50 Mbps.
  • Inside Antara/Palacio de Hierro: Speeds dropped but stayed serviceable. Telcel 5G often persisted (120–220 Mbps). AT&T sometimes fell to LTE (20–60 Mbps). Movistar often in low double digits.

Practical takeaway: For heavy tasks (video calls, large downloads), step outdoors or near mall atriums.

Centro Histórico (Zócalo, Alameda, side streets)

  • Outdoors: Telcel 5G solid around the Zócalo and Alameda (150–260 Mbps). AT&T mixed—some 5G pockets; LTE generally 30–70 Mbps. Movistar LTE 15–40 Mbps, occasional dips in narrow streets.
  • Indoors (cafés, stone buildings): Attenuation is significant. Even Telcel 5G can drop to LTE or lose capacity in deep interiors.

Practical takeaway: Position near windows for calls. Pre‑download ride‑hailing and translation packs.

Indoor markets: Mercado de San Juan and La Ciudadela

Metal roofing, dense stalls, and reflective surfaces punish high frequencies. Expect the biggest decline here.

  • Mercado de San Juan: Telcel often fell back to LTE with single‑digit uploads. AT&T/Movistar could dip below 10 Mbps total throughput.
  • La Ciudadela: Slightly better near entrances and central corridors; speeds still modest.

Practical takeaway: If you plan to pay or message vendors, move towards entrances or courtyards. Enable offline payments or carry a small cash cushion.

The dataset (open CSV)

Copy and paste the CSV below into your own sheet or code workflow. All speeds in Mbps; latency in ms; local time (CDT). Indoor=Y/N indicates deep indoor spot versus outdoor/semi‑open.

Columns: timestamp,location,spot,carrier,radio,latency_ms,download_mbps,upload_mbps,indoor,notes

2025-04-12 08:35,MEX T1,Arrivals Hall,Telcel,5G,28,95,18,Y,Peak arrivals
2025-04-12 08:42,MEX T1,Arrivals Hall,AT&T,LTE,41,22,9,Y,Congested
2025-04-12 08:47,MEX T1,Arrivals Hall,Movistar,LTE,55,12,5,Y,Roaming variance
2025-04-12 12:10,MEX T2,Food Court,Telcel,5G,24,142,25,N,Clear sightlines
2025-04-12 12:16,MEX T2,Food Court,AT&T,LTE,36,35,12,N,Midday
2025-04-12 12:21,MEX T2,Food Court,Movistar,LTE,48,15,6,N,Midday
2025-04-13 10:05,Polanco,Parque Lincoln,Telcel,5G,18,327,45,N,Sunny open area
2025-04-13 10:10,Polanco,Parque Lincoln,AT&T,5G,24,183,35,N,Stable
2025-04-13 10:15,Polanco,Parque Lincoln,Movistar,LTE,39,38,12,N,Consistent
2025-04-13 16:30,Polanco,Antara (indoors),Telcel,5G,22,212,30,Y,Mall atrium
2025-04-13 16:35,Polanco,Antara (indoors),AT&T,LTE,34,57,18,Y,Fell from 5G
2025-04-13 16:41,Polanco,Antara (indoors),Movistar,LTE,46,12,4,Y,Deep inside store
2025-04-14 09:20,Centro,Alameda (outdoor),Telcel,5G,21,198,33,N,Morning
2025-04-14 09:25,Centro,Alameda (outdoor),AT&T,LTE,35,62,20,N,Steady
2025-04-14 09:30,Centro,Alameda (outdoor),Movistar,LTE,44,28,10,N,Ok for maps
2025-04-14 13:05,Centro,Zócalo (open),Telcel,5G,19,258,40,N,Midday crowd
2025-04-14 13:10,Centro,Zócalo (open),AT&T,5G,27,142,28,N,Pocket of 5G
2025-04-14 13:15,Centro,Zócalo (open),Movistar,LTE,47,33,11,N,Consistent
2025-04-14 14:20,Centro,Mercado de San Juan,Telcel,LTE,52,8,3,Y,Metal roofing
2025-04-14 14:25,Centro,Mercado de San Juan,AT&T,LTE,60,5,2,Y,Deep aisle
2025-04-14 14:30,Centro,Mercado de San Juan,Movistar,LTE,72,2,1,Y,Heavily congested
2025-04-14 16:00,Centro,La Ciudadela (entrance),Telcel,LTE,49,12,4,Y,Near entrance
2025-04-14 16:05,Centro,La Ciudadela (central),AT&T,LTE,58,9,3,Y,Interior
2025-04-14 16:10,Centro,La Ciudadela (central),Movistar,LTE,65,4,1,Y,Interior
2025-04-14 18:45,MEX T1,Gate corridor,Telcel,5G,26,88,20,Y,Evening
2025-04-14 18:50,MEX T1,Gate corridor,AT&T,LTE,39,24,8,Y,Evening

Notes and caveats: - Snapshot dataset; conditions change with network load, maintenance, and handsets. - If you’re using an eSIM that roams, your underlying partner network (often Telcel or AT&T) determines your real-world performance. - We didn’t test every colonia—use this as a directional guide and add your own samples if you’re extending the dataset.

What this means for travellers

  • Streaming and video calls: Outdoors in Polanco or near the Zócalo on Telcel 5G: smooth 1080p and stable calls. AT&T 5G or strong LTE: fine at 720p. Inside markets: keep calls audio-only if possible.
  • Navigation and ride‑hailing: All three carriers are fine outdoors. In markets, pin and request rides near entrances for quicker updates.
  • Tethering: Telcel 5G comfortably supports laptop work; AT&T LTE is workable for email and docs; Movistar LTE indoors may struggle with large uploads.
  • Payments and messaging: Latency on 5G is snappy (<30 ms). In markets, have offline options or be ready to move for signal.

If you’re crossing into the US before or after Mexico, combine coverage with Esim North America, or use Esim United States for US-only layovers. Continuing to Europe? Compare country packs like Esim Spain, Esim France, Esim Italy, or region-wide Esim Western Europe.

Step-by-step: Get reliable mobile data in CDMX

  1. Pick a plan that maps to your route: - Mexico only vs North America bundle. Check Destinations or go regional with Esim North America.
  2. Check your handset bands: - Ensure your phone supports local LTE and 5G bands; update carrier settings before arrival.
  3. On landing at MEX: - Toggle Airplane Mode off/on once. Allow automatic network selection to settle for a minute.
  4. Test and observe: - Run a quick speed test in an open area. If poor, move 10–20 metres toward windows or open concourses and retest.
  5. Manually switch networks if allowed: - Some eSIMs let you pick a preferred local partner (e.g., Telcel vs AT&T). Trial both if your plan permits.
  6. Optimise indoors: - In markets and deep interiors, stand near entrances, atriums, or skylights. Elevate the phone (chest height) during uploads.
  7. Keep a backup: - Download offline maps, translation packs, and key tickets. Use café Wi‑Fi for big syncs.

Pro tips

  • Short, sharp fixes: Airplane Mode cycle, disable/enable 5G when cells are overloaded, or lock to LTE for stability if calls jitter.
  • Wi‑Fi offloading: Polanco cafés and malls often have reliable Wi‑Fi—use it for large uploads, then switch back to mobile for movement.
  • Dual‑eSIM strategy: If you’re working on the move, carry two eSIMs on different partners and switch by area.
  • Latency matters: For calls, a stable 30–60 ms LTE link can beat a congested 5G cell with 120 ms spikes.
  • Business travel: If your team moves between the US and Mexico, standardise on a cross‑border plan and device profile via For Business. Partners and agencies can coordinate benefits via our Partner Hub.

FAQ

1) Which carrier was fastest overall in this test? - Telcel 5G delivered the highest peak and most consistent outdoor speeds in Polanco and around the Zócalo. AT&T had good 5G pockets but fell back to LTE more often. Movistar was mainly LTE and slower overall.

2) Will I have 5G everywhere in Mexico City? - No. You’ll see 5G in many central, open-air spots, but deep indoors and some corridors (including parts of MEX) will drop to LTE. Plan for variability.

3) Are indoor markets (San Juan, La Ciudadela) workable for video calls? - Usually not. Expect single‑digit uploads and modest downloads. Move near entrances or step outside for important calls.

4) I’m transiting the US and then Mexico. What’s the simplest eSIM approach? - Use a regional plan such as Esim North America. If you only need data during a US layover, consider Esim United States plus a Mexico plan.

5) I’m heading to Europe after Mexico. Should I stack country eSIMs? - If you’re visiting one or two countries, a country plan like Esim Spain, Esim France, or Esim Italy works well. For multi‑stop trips, a regional option like Esim Western Europe is simpler.

6) Can I rely on airport mobile data for work uploads? - It’s hit‑and‑miss at peak times. Download and sync on Wi‑Fi where possible; keep mobile for light tasks and messaging.

Bottom line

Mexico City’s network quality strongly depends on line‑of‑sight and building materials. Telcel 5G shines outdoors; AT&T and Movistar are fine for everyday use but can struggle indoors. In markets, all carriers are constrained—move towards open areas to recover performance. Use our open CSV to plan your day, keep a backup workflow for uploads, and pick a regional plan if you’re crossing borders.

Next step: Compare coverage and pick a cross‑border option on Esim North America.

Read more blogs

Andes Highlights (3 Weeks): Peru–Bolivia–Chile–Argentina Connectivity

Andes Highlights (3 Weeks): Peru–Bolivia–Chile–Argentina Connectivity

Planning a south america itinerary 3 weeks through the high Andes? This route stitches together Peru’s Sacred Valley, Bolivia’s La Paz and Salar de Uyuni, Chile’s Atacama Desert, and northern Argentina’s quebradas or Mendoza wine country—often by long-distance bus and a couple of short flights. Connectivity is different at altitude: coverage is strong in cities but drops in high passes and salt flats; bus Wi‑Fi is patchy; border towns can be blackspots. The smart move is an eSIM with multi‑country coverage, backed by offline maps, offline translations, and a simple routine for crossing borders by bus without losing service. Below you’ll find a practical, connectivity-first itinerary; checklists to prep your phone, apps and documents; and on-the-ground tips for staying online where it matters: booking transport, hailing taxis, backing up photos, and navigating when the signal disappears.If you’re transiting via Europe or North America, you can also add a layover eSIM to stay connected door-to-door. Start with our country list on Destinations, then follow the steps, and you won’t waste time chasing SIM shops at 3,500 metres.The 3‑week Andes route at a glanceWeek 1: Peru (Cusco, Sacred Valley, Machu Picchu) - Fly into Cusco (or Lima then connect). - Base in Cusco; day trips to Pisac/Chinchero/Maras–Moray. - Train to Aguas Calientes; Machu Picchu visit; return to Cusco or continue to Puno/Lake Titicaca.Week 2: Bolivia and Chile (La Paz, Uyuni, San Pedro de Atacama) - Bus/collectivo via Copacabana to La Paz. - Fly or overnight bus to Uyuni. - 3‑day Uyuni–altiplano tour ending in San Pedro de Atacama (Chile).Week 3: Chile and Argentina (Atacama to Salta or Mendoza/Buenos Aires) - Choose: - North: San Pedro to Salta/Jujuy by bus; fly to Buenos Aires. - Or South: San Pedro–Calama flight to Santiago; bus or flight to Mendoza; onward to Buenos Aires.Connectivity notes (quick): - Cities: generally strong 4G/4G+; 5G in major hubs (Santiago, Buenos Aires). - Altitude/rural: expect long no‑signal stretches (Uyuni, altiplano passes, Paso Jama). - Bus Wi‑Fi: often advertised, rarely reliable. Plan to be offline onboard. - Border regions: networks switch; a multi‑country eSIM avoids sudden loss.eSIM vs local SIMs for a 4‑country tripFor a route with multiple borders and remote legs, eSIM wins on time and reliability.What a multi‑country eSIM gets you: - One plan across Peru, Bolivia, Chile, Argentina (check coverage per country on Destinations). - No passport/SIM registration queues at kiosks. - Keep your home number active on the physical SIM for calls/SMS codes. - Instant top‑ups if you burn data on photos or navigation.When a local SIM still helps: - Long stay in one country with heavy data use (e.g., a month in Buenos Aires). - Dead zones where a different local network performs better (rarely worth the hassle on a 3‑week pace).Practical approach: - Use an eSIM as your primary data line across all four countries. - If you find a specific local network far better in one region, add a cheap local SIM and keep the eSIM as backup.Device readiness checklist (before you fly)1) Check eSIM compatibility and SIM‑lock status on your phone.2) Buy and install your eSIM while on home Wi‑Fi. Keep a PDF/printed copy of the QR code.3) Label lines clearly (e.g., “eSIM Andes Data”, “Home SIM”).4) Turn on data roaming for the eSIM; leave roaming off for your home SIM to avoid charges.5) Set up dual‑SIM rules: data on eSIM; calls/SMS default to home SIM if needed.6) Download offline: Google Maps/Organic Maps for all target regions; language packs (Spanish at minimum); bus/air tickets; hotel confirmations.7) Cloud backups: set to upload on Wi‑Fi only; pre‑create shared albums for travel companions.8) Test tethering/hotspot with your laptop/tablet.If you’re transiting popular hubs, consider a short layover eSIM: - USA connections: add an Esim United States or a broader Esim North America.- Europe connections: Madrid/Barcelona? Use an Esim Spain. Paris or Rome? See Esim France and Esim Italy. Multi‑country layovers? Try Esim Western Europe.City‑by‑city connectivity notesCusco &amp; the Sacred Valley (Peru)Coverage: Good in Cusco city; variable in high villages (Maras/Moray) and along Inca Trail approaches.Tips: Download Sacred Valley maps offline; pin viewpoints and ruins. most taxis use WhatsApp—save your accommodation’s number.Machu Picchu/Aguas Calientes: Patchy to none at the citadel. Upload your photos later; don’t rely on live ticket retrieval.Lake Titicaca: Puno and CopacabanaPuno: Reasonable 4G; bus terminals crowded—screenshot QR tickets.Crossing to Copacabana: Expect a signal drop around the border; have directions saved offline.La Paz (Bolivia)Good urban 4G; the cable car network has decent signal but tunnels do not.Yungas/“Death Road” tours: Mountain valleys cause dead zones—share your emergency contacts with the operator, carry a charged power bank, and don’t plan remote calls.Uyuni and the Altiplano (Bolivia to Chile)Uyuni town: OK 4G; ATMs finicky—use Wi‑Fi for banking apps.Salt flats/lagunas: Assume offline for most of the 3‑day tour. Guides often carry satellite phones; agree a pickup time/place in San Pedro and preload your map route.San Pedro de Atacama (Chile)Town: Solid 4G; accommodations often have Wi‑Fi but speeds vary.Geysers, Valle de la Luna: Offline navigation essential; sunrise trips start before mobile networks wake up in some areas.Salta/Jujuy or Mendoza/Buenos Aires (Argentina)Salta/Jujuy: Good city coverage; quebradas have long no‑signal sections.Mendoza: City 4G/5G; vineyards outside town can be patchy.Buenos Aires: Strong 4G/5G; ideal for cloud backups and large downloads before you fly home.Border crossings by bus: step‑by‑stepThe big ones on this route: Peru–Bolivia (Puno/Copacabana), Bolivia–Chile (Uyuni–San Pedro via Hito Cajón), Chile–Argentina (Paso Jama to Salta or Los Libertadores to Mendoza).How to keep service and sanity:1) The day before:- Top up your eSIM data.- Confirm your plan includes both countries you’re entering/leaving.- Download offline maps for both sides of the border and your town of arrival.- Save bus company WhatsApp and terminal address offline.2) On departure morning:- Keep a paper copy or offline PDF of tickets, insurance, and accommodation proof.- Charge phone and power bank; pack a short cable in your daypack.3) On the bus:- Don’t count on bus Wi‑Fi. Keep your eSIM as primary, but expect drops near mountain passes.- If your phone supports it, enable “Wi‑Fi calling” for later when you reach accommodation Wi‑Fi.4) At the border posts:- Data may be unavailable. Keep QR codes and booking numbers offline.- After exiting one country and entering the next, toggle Airplane Mode off/on to re‑register on the new network.- If the eSIM doesn’t attach, manually select a network in Mobile Settings.5) Arrival:- Send your accommodation a quick WhatsApp when you’re back online.- Recheck your eSIM’s data roaming is on; confirm you’re on an in‑country network, not a weak roaming partner.Pro tips: - Dual profiles: If your eSIM allows, keep a secondary profile for a different network in the same country—helpful in border towns.- Cash buffer: Some border terminals don’t accept cards; download a currency converter for offline use.Offline survival kit (5‑minute setup)Maps: Download regions for Cusco, Sacred Valley, Puno, La Paz, Uyuni, San Pedro, Salta/Jujuy or Mendoza, and Buenos Aires.Translations: Download Spanish for offline use; add phrasebook favourites (bus tickets, directions, dietary needs).Documents: Save PDFs of passports, tickets, hotel addresses; star them for quick access.Rides: Screenshots of pickup points; pin bus terminals and hotel doors.Entertainment: Podcasts and playlists for long bus legs, set to download on Wi‑Fi only.Altitude and your tech: what changesCoverage gaps lengthen: Fewer towers at high altitude; valleys can block signal. Assume offline on remote excursions.Batteries drain faster in cold: Keep your phone warm and carry a power bank (10,000–20,000 mAh).Hotel Wi‑Fi may be congested: Schedule big uploads (photo backups, app updates) for big-city stays like Santiago or Buenos Aires.GPS still works offline: Your blue dot shows on offline maps without data—preload everything.Data budgeting for 3 weeksTypical traveller usage across this route: - Messaging/Maps/Bookings: 0.2–0.5 GB/day- Social and photo sharing: 0.3–0.7 GB/day- Occasional video calls/streaming: 0.5–1.0 GB/dayFor a mixed-use trip, plan 15–25 GB for 3 weeks. Heavy creators should double it and upload over hotel Wi‑Fi when possible. If you work remotely, consider a higher‑capacity plan and a backup eSIM; see our guidance on For Business.Practical route with transport and connectivity cuesDays 1–4 Cusco base: Strong city signal; day trips may be spotty—go offline-ready.Days 5–6 Machu Picchu: Expect no service at the ruins; sync tickets ahead.Days 7–8 Puno to La Paz via Copacabana: Border signal drop; re‑register networks after crossing.Days 9–11 Uyuni tour to San Pedro: Treat as offline; charge nightly; carry spare cables.Days 12–14 San Pedro: Stable in town; tours offline; top up data before Paso Jama.Days 15–17 Salta/Jujuy or Mendoza: Good urban 4G; rural patches are offline.Days 18–21 Buenos Aires: Strongest connectivity of the trip; clear your uploads and map downloads for the flight home.Partnering and stopover extrasHospitality and tour operators in the Andes: help your guests stay connected—explore co‑branded solutions via our Partner Hub.Transatlantic flyers: test your eSIM setup on a layover with an Esim United States or Esim Western Europe before hitting high-altitude blackspots.FAQs1) Do I need a local SIM in each country?No. A multi‑country eSIM covering Peru, Bolivia, Chile and Argentina is simpler and works well for a 3‑week pace. Consider a local SIM only if you’ll spend longer in one country and want the absolute best regional coverage.2) Will my WhatsApp number change with an eSIM?No. WhatsApp is tied to your registered number, not your data line. Keep your home SIM active for voice/SMS (roaming off if you wish), and use the eSIM for data—WhatsApp continues as normal.3) Can I hotspot to my laptop or camera?Yes. Enable tethering on your eSIM. Mind your data: cloud backups and OS updates can burn gigabytes—set them to Wi‑Fi only or schedule in big cities.4) What if there’s no signal on the Uyuni/Atacama legs?That’s expected. GPS still works offline. Pre-download maps and translations, carry a power bank, and sync plans with your tour operator before departure.5) Will I get roaming charges at borders?If you’re using a multi‑country eSIM with coverage in both countries, you won’t incur extra roaming fees from your home carrier. Keep roaming off on your home SIM to avoid accidental use.6) I’m connecting via Europe or the US—worth getting a layover eSIM?Yes. It’s an easy way to test your setup and stay reachable. Try Esim North America or country options like Esim Spain, Esim France, or Esim Italy for common hubs.Next step: Browse South America coverage options and build your plan on Destinations.

31 Oct 2025
Local eSIM vs Global eSIM: Which Should You Buy?

Local eSIM vs Global eSIM: Which Should You Buy?

Choosing between a local eSIM and a global (or regional) eSIM comes down to where you’re going, how long you’ll stay, and how much data you actually use. Both options let you skip the queue for plastic SIMs and go online in minutes, but they’re built for different trips. Local eSIMs focus on one country with sharp rates and strong local network access. Global and regional eSIMs cover multiple countries on a single plan—ideal for border-hopping without swapping lines. In this guide, we break down the differences, show realistic travel scenarios, and include a simple cost calculator so you can pick the right fit with confidence. We’ll also map typical trips to Simology plans—whether you need a single-country eSIM like Esim United States or a multi-nation pass such as Esim Western Europe. If you’re planning a complex route, start by checking coverage on Destinations.Quick definitions: local vs global (and regional) eSIMLocal eSIM: Covers one country. Usually the best value per GB and best speeds for that country. Great for single-country trips.Regional eSIM: Covers multiple countries within a region (e.g., Western Europe, North America). Good balance of simplicity and cost for multi-country itineraries within a region.Global eSIM: Covers many countries across regions. Most convenient for long, multi-continent trips, but typically costs more per GB than local/regional options.Pro tip: When your route is confined to one region, a regional eSIM typically beats a global eSIM on cost and performance.When a local eSIM is bestChoose a local eSIM when: - You’ll stay in a single country (city break to multi-week stay). - You want the lowest cost per GB. - You can plan a quick top-up if you run low. - You care about the highest possible speeds and network priority locally.Good fits: - One-country holiday: Paris long weekend with Esim France. - Workation: One month in Rome with Esim Italy. - US road trip with Esim United States. - Spanish island hopping with Esim Spain.Pros: - Usually cheaper per GB than regional/global. - Often accesses more local networks or better fair-use policies. - Simple to top up and extend within the same country.Cons: - Coverage stops at the border. You’ll need an additional eSIM for each new country.When a regional or global eSIM is bestChoose a regional/global eSIM when: - You’ll cross borders frequently. - You want one plan that keeps working as you move. - You prefer simplicity over squeezing the absolute lowest cost per GB.Regional examples: - Western Europe rail trip with Esim Western Europe. - USA–Canada–Mexico itinerary with Esim North America.Global example: - Round-the-world or multi-region trip across Europe, Asia, and North America.Pros: - No SIM swapping at borders; one plan for many countries. - Predictable experience across your itinerary.Cons: - Typically higher cost per GB than local eSIMs. - May have stricter fair-use rules or partner network limitations in some countries.Pro tip: If your route is “Paris–Barcelona–Rome”, a Western Europe regional plan is usually cheaper and faster than a global plan. Save “global” for when you genuinely need cross-region coverage.Cost calculator: local vs global eSIMUse the examples below to estimate your total trip cost. Prices vary by provider, data size, and season; treat these as realistic ballpark figures.Trip scenarioDaysCountriesEst. data needBest fitExample spend with local eSIM(s)Example spend with regional/global eSIMCity break in Paris41 (France)3–5 GBLocal eSIMUS$6–12 totalUS$15–25 totalTwo-week Italy holiday141 (Italy)10–20 GBLocal eSIMUS$15–35 totalUS$30–60 totalTwo-week Western Europe rail trip (France–Spain–Italy)14312–20 GBRegional eSIMUS$30–60 (3 locals)US$25–50 (1 regional)1 month North America (USA/Canada/Mexico)302–320–40 GBRegional eSIMUS$50–100 (2–3 locals)US$40–90 (1 regional)2 months multi-region (Europe + Asia + USA)605–830–60 GBGlobal or mixUS$90–180 (locals/regionals mix)US$120–220 (1–2 globals)How to use this table: 1) Estimate your data need (see checklist below). 2) Count countries and border crossings. 3) Compare the “local stack” vs “regional/global” totals and choose the best balance of cost and convenience.Performance and reliability: what actually changes?Network access and priority: Local eSIMs often have broader access to in-country networks and can deliver steadier speeds. Regional/global plans rely on roaming agreements; speeds may vary by country.5G vs 4G/LTE: Many destinations now include 5G on local plans; regional/global eSIMs may fall back to 4G in some places. If low latency or tethering performance matters, check the plan details.Fair use policies: Global/regional plans sometimes include country-specific fair-use limits. If you stream or hotspot heavily, watch the small print.VoLTE and Wi‑Fi calling: Data-only eSIMs generally don’t include voice/SMS. Use apps (WhatsApp, iMessage, FaceTime, Teams). If you need calling minutes, check add-ons or use your primary line over Wi‑Fi.Pro tips: - Download your eSIM and QR before you fly; install over reliable Wi‑Fi. - On iPhone: set your travel eSIM as the Data line; leave your home SIM for calls/SMS if needed. Disable Data Roaming on your home SIM to avoid bill shock. - Allow personal hotspot only if your plan supports it; tethering policies vary.Checklist: choose the right eSIM in three steps1) Map your route and borders - List the countries and dates. - Note any same-day border hops (e.g., Schengen rail). - If you stay within one region, prioritise a regional eSIM.2) Estimate realistic data needs - Light use (maps, messaging, email): 0.3–0.6 GB/day. - Moderate (social uploads, browsing, ride-hailing): 0.7–1.2 GB/day. - Heavy (hotspot, video calls/streaming): 1.5–3+ GB/day. - Add 20% buffer for navigation, updates, and surprises.3) Decide cost vs convenience - One country, static stay: local eSIM likely wins on cost. - Multi-country in one region: regional plan often wins on simplicity and overall spend. - Multi-region or complex: consider one global eSIM or a mix (regional + local top-ups where heavy use is expected).Simology plan mapping: match your itinerarySingle-country tripsUSA: Esim United StatesFrance: Esim FranceItaly: Esim ItalySpain: Esim SpainCheck more countries on DestinationsMulti-country within one regionWestern Europe rail or road trips: Esim Western EuropeUSA–Canada–Mexico or cross-border North America: Esim North AmericaMulti-region or round-the-worldStart with a regional eSIM for your first leg (e.g., Western Europe), then switch to the next region. Add local eSIMs in “heavy-use” countries to reduce per‑GB cost.Use Destinations to confirm covered networks and available data bundles for each stop.Pro tip: For a month split across Paris–Barcelona–Rome, a Western Europe regional plan is typically cheaper and cleaner than three separate locals—unless you’re a very heavy user in one country, in which case adding a local top-up there can reduce total cost.Practical setup tipsInstall timing: Install the eSIM profile at home over Wi‑Fi. Activate data only when you land (or when your plan’s start rules say).APN and data settings: Follow the plan’s APN instructions. If data doesn’t start, toggle Airplane Mode or restart.Dual-SIM hygiene: Name lines clearly (“Home” and “Travel”). Keep “Allow Cellular Data Switching” off if you don’t want your phone to sneak back to your home SIM.Top-ups: It’s often cheaper to buy an extra local bundle than overpay for a big global plan you won’t fully use.Business, teams and organisersBusiness travellers and teams: Centralise spend, share credits across travellers, and standardise coverage by region. Explore options on For Business.Travel organisers and partners: If you manage groups, tours, or events, a regional or global setup reduces border friction. See integration and fulfilment options via our Partner Hub.FAQsWhat’s the difference between a local eSIM and a global eSIM? A local eSIM covers one country and usually offers the lowest cost per GB and strong local network performance. A global eSIM works in many countries on one plan, trading higher convenience for a typically higher price per GB. Regional eSIMs sit in the middle and are ideal for multi-country trips within one area.Do I need a new eSIM for every country? Not if you choose a regional or global plan that includes those countries. For single-country stays, a local eSIM is usually best. For multi-country trips within one region (e.g., Western Europe), a regional plan is simpler and often cheaper than stacking multiple locals.Will my WhatsApp and iMessage still work? Yes. On data-only eSIMs, messaging apps continue to use your existing accounts. Your WhatsApp number remains your primary number (usually your home SIM), as it’s tied to your account, not the data plan.Can I keep my home number active for calls/SMS? Yes. Keep your home SIM active for calls/SMS, but turn off Data Roaming on the home SIM to avoid charges. Set the eSIM as your data line.Can I hotspot with an eSIM? In most cases, yes, but it depends on the specific plan and network policies. Check your plan details before relying on tethering for laptops or other devices.Will a global eSIM switch networks automatically when I cross a border? Yes. Global and regional plans typically register on a partner network in each covered country automatically. It can take a few minutes after you land or cross. If it stalls, toggle Airplane Mode or manually select a network.Next step: Check your route and see what’s covered on Destinations, then pick your best-fit plan (local, regional, or global) to lock in cost and convenience before you fly.

30 Oct 2025
Support & SLAs: Tiers, Incident Comms, and Status Page Best Practices

Support & SLAs: Tiers, Incident Comms, and Status Page Best Practices

Building trust in telecom is about more than network reach; it’s about how you respond when something goes wrong. Travellers expect seamless connectivity across borders, and your enterprise or wholesale operation needs a support framework that’s fast, clear, and consistent. This guide breaks down what an effective support SLA looks like in telecom, how to prioritise incidents with a severity matrix, and how to communicate before, during, and after disruption. You’ll find practical response-time benchmarks, ready-to-use RCA templates, maintenance window patterns that respect traveller behaviour, and status page best practices. Whether you’re powering eSIM across Destinations or servicing multi-region fleets using Esim North America and Esim Western Europe, these practices help you protect customer experience while giving your teams a clear playbook. Use this as your baseline to align carriers, partners, and your internal tiers on a common, traveller-first approach.What a good telecom support SLA includesA support SLA in telecom (support sla telecom) sets expectations on availability, response, communication, and remediation when service degrades. Keep it short, unambiguous, and enforceable.Core components: - Scope: Services, regions, and components covered (e.g., activation, provisioning, data, voice, SMS). - Availability targets: Per component and region; define business vs. 24×7 coverage. - Severity matrix: How you classify incidents by impact and urgency. - Response SLOs: Initial response, update cadence, workaround and restoration targets. - Escalation: Tiers, roles, and time-to-engage. - Communication: Channels, status page use, and stakeholder notifications. - RCA &amp; credits: When a post-incident report is required; how credits are evaluated. - Maintenance: Window policy, freeze periods, and notice rules.Severity matrix (telecom-specific)Define severity by customer impact and scope. Keep it to four levels to reduce ambiguity.SeverityDefinitionTypical impactExamplesSev 1 – CriticalBroad outage or safety-critical impact; no workaroundMajority of active users impacted; revenue/safety at riskNationwide data attach failure; eUICC download failing for allSev 2 – MajorDegradation or regional issue with partial workaroundSubset of users, one region or featureThrottling in one country; provisioning delays in one MNOSev 3 – MinorLimited feature impact; clear workaroundSmall cohort or single partnerDelays in usage reporting; intermittent SMS OTP failuresSev 4 – InformationalNo service impactQueries, docs, requestsAPI questions; portal access requestPro tips: - Always classify by current customer impact, not perceived root cause. - Allow dynamic reclassification as the blast radius grows or shrinks.Response, updates, and restoration targetsUse clear targets per severity and enforce a minimum update cadence.SeverityInitial responseUpdate frequencyWork hoursTarget restoreRCA deliverySev 115 minutes30 minutes24×72 hours (workaround) / 6 hours (fix)48 hours draft / 5 business days finalSev 230 minutes60 minutes24×78 hours (workaround) / 24 hours (fix)3 business days draft / 7 business days finalSev 34 hoursDaily or on-changeBusiness hours3 business daysIncluded in weekly summarySev 41 business dayAs neededBusiness hoursN/ANot requiredNotes: - “Restore” means service usable with or without workaround; “fix” is permanent remediation. - If third-party carriers are involved, include time-to-engage (e.g., ≤30 minutes for Sev 1).Tiers and escalation pathsA tiered model keeps first-response fast while ensuring deep expertise is engaged when needed.Tier 1 (Frontline/Service Desk)Intake, validation, repro, customer commsTools: runbooks, status page updates, IM channelsEngage Tier 2 within: 15 mins (Sev 1), 30 mins (Sev 2)Tier 2 (NOC/Support Engineering)Correlate logs, metrics, and partner ticketsExecute mitigations and workaroundsEngage Tier 3/Carrier within: 15 mins (Sev 1), 60 mins (Sev 2)Tier 3 (Platform/Network/Core Engineering)Root cause analysis, configuration/infra changesOwn permanent fix and RCAExternal carriers/partnersPre-agreed contacts and escalation ladders24×7 readiness for Sev 1/2; firm SLAs in interconnect agreementsEscalation checklist: - Single incident commander (IC) per incident - Communications lead distinct from IC - Technical lead for diagnosis/remediation - Customer liaison for high-value or wholesale partnersIncident communications playbookBefore: prepareDefine your components and regions on the status page (e.g., “Activation API”, “eUICC download”, “Data in France/Italy/US”).Pre-write incident templates for each severity.Maintain a contacts matrix (internal, carriers, key customers).Set notification channels: status page, email, partner Slack/Teams bridges, and portal banners.Subscribe key accounts to incident updates for the regions they sell, such as Esim France, Esim Italy, Esim Spain, and Esim United States.During: communicate clearly and on a clockGolden rules: - Lead with impact, not speculation. - Time-stamp in UTC and local time if region-specific. - Give next update time even if there’s no change.Update template (initial): - Title: [Sev X] Region/Component – Short description - Start time: 2025-03-10 14:20 UTC - Impact: Who is affected and how (e.g., “New activations in Italy failing; connected devices remain online.”) - Scope: Regions/components - Workaround: If any - Next update: e.g., “in 30 minutes”Update template (progress): - What changed since last update - Current hypothesis (clearly labelled) - Actions in progress and ETA - Next update timeRecovery template (restore): - Restoration time - Residual risk or degraded features - Required customer actions (e.g., toggle data, re-scan network)After: close the loop with an RCARCA should be blameless, factual, and actionable. Share appropriately with wholesale partners.RCA outline: - Summary: One paragraph plain-English description - Impact: Duration, affected regions/components, % of sessions/users - Timeline: Key events with UTC timestamps - Root cause: Technical detail and contributing factors - Detection: How it was found; detection gaps - Mitigation: Immediate actions - Corrective actions: Permanent fixes with owners and target dates - Prevention: Monitoring, tests, or process changes - Customer impact &amp; comms: What was said, when, and why - Credits (if applicable): Criteria and calculation methodPro tips: - Attach metrics (graphs), not just logs. - Distinguish trigger vs. root cause. - Include “what would have caught this earlier?”Status page best practicesA status page is your single source of truth for live service health.Must-haves: - Component-level visibility: APIs, provisioning, data by country/region (e.g., Western Europe vs North America). - Transparent history: 90 days minimum of incidents and maintenance. - Subscriptions: Email/RSS/webhooks for partners. - Timezones: Default UTC; include local time for regional incidents. - Plain-English updates: Avoid vendor codes and internal jargon. - Incident templates: Pre-approved language for speed. - Accessibility: Mobile-friendly; loads fast on low bandwidth.Nice-to-haves: - Partner-specific audiences/labels for wholesale cohorts. - Dependency notes for third-party carriers. - Dedicated pages for regional portfolios like Esim Western Europe and Esim North America.Common pitfalls to avoid: - Silent fixes without updates. - Over-promising ETAs; give ranges if uncertain. - Mixing marketing content with service health.Maintenance windows that respect travellersYour change calendar should align with low-usage periods and peak travel patterns.Policy recommendations: - Standard windows: 01:00–05:00 local time per affected region. - Advance notice: 7 calendar days (minor), 14 days (major), 30 days (potentially disruptive). - Freeze periods: - Summer holiday peaks for Europe (e.g., July–August for Esim Western Europe) - Major US holidays and end-of-year travel for Esim United States - Bundling: Group low-risk changes to reduce churn; separate high-risk changes with rollback plans. - Rollback: Mandatory tested rollback for any change that affects attach, provisioning, or routing. - Monitoring: Extra alerting during and after maintenance for at least 2× the change duration.Maintenance notice template: - Title: [Planned Maintenance] Component/Region - Window: Start–End in local and UTC - Impact: Expected behaviour (e.g., “up to 5 minutes provisioning delay; no loss of active sessions”) - Risk level: Low/Medium/High - Rollback: Available (Yes/No) - Contact: Support channels during the windowStep-by-step: Build your SLA and comms package in 7 steps1) Define components and regions - List all customer-facing functions and map them to regions/countries visible on Destinations.2) Draft your severity matrix - Use the four-level model above; add examples for your stack.3) Set response and update SLOs - Start with the table in this guide; adjust to your operating coverage (24×7 vs business hours).4) Establish tiered escalation - Assign named ICs, comms leads, and technical leads; define time-to-engage per severity and external-carrier contacts.5) Stand up an authoritative status page - Component/region breakdown; subscriptions; incident templates; UTC-first timestamps.6) Publish maintenance policy - Windows, notice periods, freeze calendar tied to regional travel peaks (e.g., Europe summer and North America holidays).7) Operationalise RCA - Adopt the RCA template; create an internal deadline (e.g., 48h draft/5–7 days final) and share with wholesale partners via your portal or Partner Hub.Alignment with Simology partnersFor partners building on Simology: - Commercial alignment: Use For Business to frame enterprise expectations on uptime, response, and reporting. - Geographic clarity: Map your product mix to our regional portfolios (e.g., Esim France, Esim Italy, Esim Spain) and ensure your status components match. - Traveller-first policy: Prioritise incidents that prevent activation or data attach for travellers currently in-region; communicate workarounds promptly (e.g., manual network selection). - Shared comms: Mirror status updates in your partner portal, and subscribe key customers to relevant regions.Quick checklistsOn-call pack: - Incident templates (initial/progress/restore) - Severity criteria cheat sheet - Carrier escalation contacts and SLAs - Runbooks for common failures (attach, APN, provisioning) - Status page access and posting rightsMinimum data to include in every update: - What we know - What we don’t know - What we’re doing next and when we’ll update - Customer actions (if any)FAQWhat’s the difference between restoration and resolution?Restoration means users can operate normally (often via workaround). Resolution is the permanent fix. Your SLA should target both where appropriate.How often should we update during a major incident?For Sev 1, every 30 minutes. If there’s no change, say so and state the next update time. Consistency builds trust.Can severity change mid-incident?Yes. Reclassify as impact grows or contracts. Document the change and adjust cadence accordingly.How do we handle third-party carrier faults?Engage within 15–30 minutes for Sev 1/2, reference interconnect SLAs, and communicate dependency status on your status page. Include carrier timelines and constraints in your updates.What belongs on the maintenance calendar?Any planned activity that can affect activation, provisioning, data plane, or billing—no matter how small. Provide risk, expected impact, and rollback detail.How do we support multi-region customers travelling the same day?Use UTC timestamps, include local times for affected regions, and call out roaming impacts across portfolios like Esim North America and Esim Western Europe. Provide region-specific workarounds.Next step: Ready to align your SLA and incident comms with Simology? Visit the Partner Hub to access enablement materials and coordinate your rollout.

30 Oct 2025