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

30 Oct 2025

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 includes

A 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 & 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.

Severity

Definition

Typical impact

Examples

Sev 1 – Critical

Broad outage or safety-critical impact; no workaround

Majority of active users impacted; revenue/safety at risk

Nationwide data attach failure; eUICC download failing for all

Sev 2 – Major

Degradation or regional issue with partial workaround

Subset of users, one region or feature

Throttling in one country; provisioning delays in one MNO

Sev 3 – Minor

Limited feature impact; clear workaround

Small cohort or single partner

Delays in usage reporting; intermittent SMS OTP failures

Sev 4 – Informational

No service impact

Queries, docs, requests

API questions; portal access request

Pro 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 targets

Use clear targets per severity and enforce a minimum update cadence.

Severity

Initial response

Update frequency

Work hours

Target restore

RCA delivery

Sev 1

15 minutes

30 minutes

24×7

2 hours (workaround) / 6 hours (fix)

48 hours draft / 5 business days final

Sev 2

30 minutes

60 minutes

24×7

8 hours (workaround) / 24 hours (fix)

3 business days draft / 7 business days final

Sev 3

4 hours

Daily or on-change

Business hours

3 business days

Included in weekly summary

Sev 4

1 business day

As needed

Business hours

N/A

Not required

Notes: - “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 paths

A tiered model keeps first-response fast while ensuring deep expertise is engaged when needed.

Tier 1 (Frontline/Service Desk)
Intake, validation, repro, customer comms
Tools: runbooks, status page updates, IM channels
Engage Tier 2 within: 15 mins (Sev 1), 30 mins (Sev 2)
Tier 2 (NOC/Support Engineering)
Correlate logs, metrics, and partner tickets
Execute mitigations and workarounds
Engage Tier 3/Carrier within: 15 mins (Sev 1), 60 mins (Sev 2)
Tier 3 (Platform/Network/Core Engineering)
Root cause analysis, configuration/infra changes
Own permanent fix and RCA
External carriers/partners
Pre-agreed contacts and escalation ladders
24×7 readiness for Sev 1/2; firm SLAs in interconnect agreements

Escalation checklist: - Single incident commander (IC) per incident - Communications lead distinct from IC - Technical lead for diagnosis/remediation - Customer liaison for high-value or wholesale partners

Incident communications playbook

Before: prepare

Define 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 clock

Golden 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 time

Recovery 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 RCA

RCA 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 & comms: What was said, when, and why - Credits (if applicable): Criteria and calculation method

Pro tips: - Attach metrics (graphs), not just logs. - Distinguish trigger vs. root cause. - Include “what would have caught this earlier?”

Status page best practices

A 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 travellers

Your 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 window

Step-by-step: Build your SLA and comms package in 7 steps

1) 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 partners

For 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 checklists

On-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 rights

Minimum 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)

FAQ

What’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.

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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 & 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

Dual SIM on iPhone with eSIM: Default Line, Data, iMessage/FaceTime

Travel is smoother when your iPhone uses a local data plan while your home number stays reachable. That’s exactly what Dual SIM with eSIM enables. In this guide we’ll show you, step by step, how to add and label lines, choose your default for calls and SMS, set the correct data line, and decide which number powers iMessage and FaceTime. We’ll also cover roaming-safe presets so you land, switch on, and avoid bill shock. Whether you’re heading to the US, Europe or further afield, a few minutes of set-up makes the difference between seamless connectivity and expensive mistakes. If you need an eSIM first, browse country and regional plans on our Destinations page, including regional bundles like Esim Western Europe and Esim North America, or country options such as Esim United States, Esim France, Esim Italy, and Esim Spain.What “Dual SIM with eSIM” means on iPhoneYou can have two mobile plans on one iPhone: typically your physical SIM (home number) plus an eSIM (travel data), or two eSIMs on newer models.You choose which line handles voice and SMS by default.You pick a single data line at any time, with optional “Allow Mobile Data Switching” to keep data alive for calls on the other line.iMessage and FaceTime can be tied to either number (or your Apple ID), and you can switch per-contact when needed.This guide focuses on practical, traveller-first settings to keep your home number reachable while your travel eSIM handles data securely and affordably.Check your iPhone supports Dual SIM with eSIMMost recent iPhones support Dual SIM. Quick checkpoints:iPhone XS/XR and later: Dual SIM (one physical SIM + one eSIM).iPhone 13 and later: can support two active eSIMs simultaneously (no physical card required).US-model iPhone 14 and newer: eSIM-only (no physical SIM slot).To confirm on your device: 1. Go to Settings > General > About. 2. Look for “Digital SIM” or “eSIM” entries. If you see IMEI entries for two eSIMs, your phone supports dual eSIM. 3. Ensure you’re on the latest iOS for best Dual SIM features.Step 1: Add your travel eSIM and label your linesBefore you fly, install and label your eSIM so switching is painless on arrival.Purchase the right plan for your trip: - North America: Esim North America - United States: Esim United States - Western Europe: Esim Western Europe - Popular countries: Esim France, Esim Italy, Esim Spain - Explore all options: DestinationsInstall the eSIM: - Settings > Mobile Data (Cellular) > Add eSIM. Follow the on‑screen steps to scan your QR code or use the activation code. - If offered, “Convert to eSIM” can move your physical SIM to eSIM on supported devices.Label each line clearly: - iOS prompts you to label the plans. Choose intuitive labels like “Home” and “Travel”. - You can rename later: Settings > Mobile Data > tap a plan > Label.Pro tips: - Label accuracy is crucial; it’s how you’ll pick the right line in call/message screens. - Install eSIM while you still have good Wi‑Fi and time to test.Step 2: Choose your default line for calls and SMSThis controls which number your iPhone uses when you tap a number or send an SMS from scratch.Go to Settings > Mobile Data > Default Voice Line.Pick “Home” (your primary) if you want all ordinary calls/SMS to continue from your usual number.If you prefer to make outbound calls from your travel number (e.g., local business calls abroad), choose “Travel”.Per-contact preference: - Open the Contacts app > select a contact > tap “Preferred Line” (or “Preferred Cellular Plan”) > choose Home or Travel. - iPhone learns your behaviour and can automatically use the last line you used for that contact.Pro tip: - Keep Default Voice Line = Home, then set exceptions (like hotels/restaurants) to Travel so you appear local.Step 3: Set your mobile data line and RoamingThis is the big one for bill safety: make the eSIM your data source and block roaming on your home line.Settings > Mobile Data > Mobile Data > select “Travel”.Tap your Home line > toggle Data Roaming OFF.Tap your Travel line > toggle Data Roaming ON (if you’re abroad) so data works when you land.Optional: under Mobile Data, enable “Allow Mobile Data Switching”. This lets iPhone temporarily use the data line for ongoing voice calls on the other line. If you want strict control (no surprises), keep this OFF.When to disable your Home line entirely: - If your carrier charges for incoming roaming calls, you may prefer to disable the Home line: Settings > Mobile Data > tap Home > Turn On This Line = OFF. - If you still need OTP texts or critical calls, leave the Home line ON but keep Data Roaming OFF (you can still receive SMS over the cellular network; check your carrier’s policies for any charges).Pro tips: - Test data before you fly: switch Mobile Data to Travel, toggle Data Roaming ON, then back to Home until you depart. - If your Travel plan includes Wi‑Fi calling, consider making calls over apps (WhatsApp, FaceTime, Teams) to avoid local call charges.Step 4: Set iMessage and FaceTime to the right numberYou can attach iMessage/FaceTime to your travel number or keep them linked to your home number while using the travel eSIM for data.iMessage: 1. Settings > Messages > iMessage = ON. 2. Tap Send & Receive. 3. Tick the phone numbers and/or Apple ID you want active. 4. Under “Start New Conversations From”, choose the number you want by default (Home or Travel).FaceTime: 1. Settings > FaceTime > FaceTime = ON. 2. Tick the addresses/numbers to receive calls at. 3. Set “Caller ID” (or similar option) to the number you want people to see when you call.Switch the line per conversation: - In Messages, open a conversation > tap the contact name/photo at the top > change the line if the option appears (or start a new message and tap the line label above the keyboard to choose Home/Travel before sending).Pro tips: - For continuity with family and friends, keep iMessage/FaceTime on your Home number and use the Travel number only for local contacts. - If verification codes arrive via iMessage instead of SMS, they’ll still work over your Travel data because iMessage uses the internet.Traveller presets: fast, safe switchingiOS doesn’t have one‑tap “profiles”, but you can mimic them with a simple routine.Before you fly (10‑minute checklist): - Install and label your eSIM: “Travel”. - Settings > Mobile Data: - Mobile Data = Home (for now). - Home line > Data Roaming = OFF. - Travel line > Data Roaming = ON. - Messages > Send & Receive: - Choose “Start New Conversations From” = Home (or Travel if you want a local sender ID). - FaceTime > Caller ID = preferred number. - Save a few key contacts with Preferred Line = Travel (hotel, taxi, local colleagues).On the plane/at the gate: - Settings > Mobile Data > Mobile Data = Travel. - Optional: Allow Mobile Data Switching = OFF for strict control.On arrival: - Toggle Airplane Mode OFF; wait 1–2 minutes for the Travel eSIM to register. - Confirm data works (open a lightweight website). - Make a quick test call/iMessage.During your stay: - Keep Home line ON with Data Roaming OFF to receive SMS when needed. - For local calls, set Preferred Line = Travel per contact or temporarily switch the Default Voice Line.Heading home: - Switch Mobile Data back to Home. - Turn off the Travel line if you won’t use it until your next trip, or leave it installed for future travel.Troubleshooting: quick fixes that workNo data on the Travel eSIM: - Check Settings > Mobile Data > Mobile Data = Travel. - Settings > Mobile Data > tap Travel > Data Roaming = ON. - Restart iPhone; toggle Airplane Mode for 10 seconds. - Settings > General > About: if prompted for a Carrier Settings Update, accept. - If your plan requires a specific APN, it should auto‑configure with eSIM; if not provided, contact support.Calls/SMS using the wrong number: - Settings > Mobile Data > Default Voice Line = intended line. - For specific contacts, set Preferred Line. - In the Messages conversation, change the line before sending.iMessage/FaceTime not activating: - Ensure you have data on the active line and can receive SMS on at least one line. - Toggle iMessage/FaceTime OFF and back ON. - Sign out/in of Apple ID in Messages/FaceTime settings as a last resort.Can’t see “Allow Mobile Data Switching”: - It shows only when both lines are active and one is selected for Mobile Data.Missing the option to assign “Preferred Line”: - Make sure both lines are turned ON (Settings > Mobile Data > tap each plan).Picking the right eSIM for your routeSingle country city-breaks: choose country plans such as Esim United States, Esim France, Esim Italy or Esim Spain.Multi-country tours: regional passes like Esim Western Europe reduce border friction, while Esim North America suits US/Canada/Mexico hops.Unsure? Start at Destinations to filter by region, data size and duration.For teams and frequent travellers: - Centralise budgets and provisioning via For Business. - Travel agencies, IT resellers and affiliates can explore our partner tools at the Partner Hub.Pro tips for power usersDual SIM iPhone eSIM pairing: on iPhone 13 and newer, you can keep two eSIMs active—useful if your “home” number is also an eSIM.Visual labelling: add emojis to line labels (e.g., “Home 🏠”, “Travel ✈️”) to avoid mistakes when switching lines in Messages or Phone.Battery and coverage: if coverage is weak on one line, disabling that line can improve standby time.Maps and ride‑hailing: test these apps on the Travel data line before leaving the airport to confirm routing and SMS verification work.Keep it simple: Default Voice Line = Home, Mobile Data = Travel is the safest starting point for most travellers.FAQ1) Can I keep my home SIM for calls/SMS but use the eSIM for data? - Yes. Set Default Voice Line = Home. Set Mobile Data = Travel. Turn Data Roaming OFF on Home. You can still receive SMS on Home while using data on Travel.2) Will I get roaming charges on my home line if it’s on? - Data roaming is prevented if you turn Data Roaming OFF on the Home line. Voice/SMS charges depend on your carrier and whether you answer/receive calls or send texts while abroad. For maximum control, you can turn the Home line OFF entirely.3) Can iMessage/FaceTime use my home number while data comes from the Travel eSIM? - Yes. iMessage/FaceTime work over the active data connection, regardless of which number you choose in Send & Receive/Caller ID. Pick “Start New Conversations From” = Home to keep continuity.4) How do I switch the sending line in a specific message thread? - Open the conversation, tap the header (contact name/photo), and choose the line, or start a new message, then tap the line label above the keyboard to switch before sending.5) Why don’t I see both lines at once? - Ensure your iPhone supports Dual SIM and both lines are turned ON: Settings > Mobile Data > tap each plan > Turn On This Line. Older models may support only one eSIM plus one physical SIM, while newer models support two eSIMs.6) Can I keep two eSIMs active, no physical SIM? - On iPhone 13 and newer, yes—two active eSIMs are supported. US-model iPhone 14+ are eSIM-only devices and handle multiple eSIMs easily.Next step: Choose the right travel plan for your route on Destinations, then follow the steps above to set Mobile Data = Travel and Default Voice Line = Home before you fly.

31 Oct 2025

AirDrop & Nearby Share Safety: Prevent Drive‑By Transfers

Stuck in a crowded airport, train carriage or festival queue with Bluetooth on? That’s exactly when “drive‑by” file shares happen: strangers pushing images, contact cards or links to any nearby device that’s accepting transfers. This guide gives you practical, traveller‑first settings to block nuisance and risky shares on iPhone, iPad, Mac, Android (Quick Share/Nearby Share), Windows and Chromebooks. You’ll learn how to limit discoverability, require approval, use school/work modes, and practise sensible Bluetooth hygiene in crowds. Keep your device quiet, your name private, and your day disruption‑free.Whether you’re city‑hopping across Esim Western Europe, heading to the US on Esim North America or planning a single‑country stay with Esim United States, Esim France, Esim Italy or Esim Spain, set these protections before you reach the crowd. It takes under two minutes and prevents nasty surprises, from obscene images to phishing links disguised as “helpful” travel info.What’s the risk with “drive‑by” sharing?Nuisance or harassment: Unsolicited photos or videos—often explicit—pushed to anyone discoverable.Social engineering: Link or contact cards that mimic transport alerts or venue info.Privacy leakage: Your full name and device name can appear to everyone nearby.Corporate exposure: Travellers on work devices may breach policy if they accept unknown files.Distraction risk: Prompts popping up as you navigate boarding gates or ride‑share pickups.The fix isn’t to switch everything off forever. It’s to keep your device non‑discoverable by default, require approvals, and temporarily enable “Everyone” only when you actively share—with a strict timeout.Core principles for airdrop safety travelStay non‑discoverable by default: “Receiving Off” (Apple) or “No one/Hidden” (Android/Windows/ChromeOS).Use Contacts Only or Your devices when you must be visible; avoid “Everyone” unless absolutely necessary.Require approvals for all shares except your own devices.Keep your device identity generic (name and profile photo).Practise Bluetooth/Wi‑Fi hygiene in crowds; disable passive scanning where possible.For kids and corporate travellers, use system restrictions or management profiles.How to lock down AirDrop on iPhone and iPad (iOS 16+)AirDrop is safe when tightly scoped. Set it once, and use the “Everyone for 10 Minutes” option only when you’re actively sharing.Step‑by‑step: Set AirDrop to Contacts Only or Receiving OffOpen Control Centre (swipe down from the top‑right).Press and hold the network tile (with Wi‑Fi/Bluetooth).Tap AirDrop.Choose: - Receiving Off (most private), or - Contacts Only (balanced default). - Only choose Everyone for 10 Minutes when sending to a non‑contact in front of you.Pro tip: After any “Everyone for 10 Minutes” session, AirDrop auto‑reverts. Still, check it reset before entering a crowd.Disable “Bringing Devices Together” (NameDrop)This proximity feature makes sharing easier—but can invite bumps in crowded queues.Go to Settings > General > AirDrop.Toggle off Bringing Devices Together.Make your device name genericYour name is often visible when others look for devices.Settings > General > About > Name.Use something nondescript, e.g., “iPhone‑12” instead of your full name.Restrict AirDrop for kids or loaner devicesSettings > Screen Time.Content & Privacy Restrictions > Allowed Apps > toggle off AirDrop.This blocks AirDrop system‑wide until you re‑enable it. Great for school trips.How to harden AirDrop on Mac (macOS)When you travel with a Mac, keep it non‑discoverable unless actively sharing.Open Finder > AirDrop (left sidebar).At the bottom, set “Allow me to be discovered by” to: - No One (most private), or - Contacts Only (balanced).Disable Bluetooth from the menu bar if you don’t need it.Pro tip: Shares to yourself (same Apple ID) auto‑accept—safe and silent. Avoid “Everyone” in public places.Android: Secure Nearby Share/Quick ShareGoogle and Samsung unified sharing under “Quick Share” (formerly “Nearby Share”). Settings vary slightly by device, but the principles are the same.Step‑by‑step: Limit visibility and approvalsOn most Android devices (Pixel/OnePlus and many others): 1. Settings > Google > Devices & sharing > Quick Share. 2. Set Device visibility to: - No one (Hidden) by default, or - Contacts (safer than Everyone), or - Your devices (for seamless self‑sharing). 3. Ensure “Allow your devices to share without approval” is enabled only for your own devices. Require approval from everyone else.On Samsung: 1. Settings > Connected devices > Quick Share (or directly in Quick Share app). 2. Who can share with you: Contacts only or No one. 3. Turn off “Show my phone to others” unless you’re actively sharing.Quick toggle: - Pull down Quick Settings > long‑press Quick Share > adjust visibility. - If you must use “Everyone”, set it and immediately long‑press again to confirm it will time out (typically 10 minutes).Make your device identity boringSettings > About phone > Device name: Use “Pixel‑7” or similar.Google Account profile picture/name can appear to contacts—choose neutral options while travelling, if you like.Work profile (Android Enterprise)If your phone has a Work profile, your IT admin can disable Quick Share in the work context. Keep personal sharing off in crowds, and use your corporate channel (email/Teams/Drive) for work files. Business travellers can learn more on For Business and share this with IT via our Partner Hub.Windows and Chromebooks: Nearby sharing/Quick Share basicsWindows 10/11: Nearby sharingSettings > System > Nearby sharing.Set to Off or My devices only.Choose your save location (e.g., Downloads) and avoid auto‑opening received files.Pro tip: Rename your PC to something generic (Settings > System > About > Rename this PC).ChromeOS: Quick ShareSettings > Connected devices > Quick Share.Device visibility: No one or Contacts only.Disable “Open received files automatically” if available.Bluetooth and Wi‑Fi hygiene in crowdsMost local sharing relies on Bluetooth and Wi‑Fi for discovery. Tidy these up before stepping into a crowd.Turn off Bluetooth if you don’t need headphones or a watch right then.If you must keep Bluetooth on, keep AirDrop/Quick Share non‑discoverable.On Android: Settings > Location > Location services > disable Wi‑Fi scanning and Bluetooth scanning to reduce passive discovery beacons.Avoid public Wi‑Fi at pinch points (stations, stadium gates). Use mobile data instead—an eSIM like Esim Western Europe or Esim North America keeps you connected without exposure to crowded hotspots.Pro tip: If you must join venue Wi‑Fi, use a separate email for sign‑ups and avoid installing “Wi‑Fi helper” apps.Quick checklists for busy travellers30‑second pre‑crowd check (iPhone/iPad/Mac)AirDrop: Contacts Only or Receiving Off.NameDrop/Bringing Devices Together: Off.Device name: Generic.Bluetooth: Off if not needed; otherwise keep AirDrop restricted.Mac: Finder > AirDrop > No One or Contacts Only.30‑second pre‑crowd check (Android/Windows/ChromeOS)Quick Share/Nearby Share: No one/Hidden (or Contacts only).Require approval from everyone except your own devices.Device name: Generic.Bluetooth scanning and Wi‑Fi scanning: Off on Android.Windows Nearby sharing: Off or My devices only.When you actually need to share with a strangerMove a few steps aside from the crowd.Enable “Everyone for 10 minutes” (iOS) or “Everyone” with a timeout (Android/ChromeOS).Confirm the recipient’s device name and photo in person.Send the file and immediately reset visibility to Contacts Only/No one.Families, schools and business tripsFamilies: Use Screen Time to disable AirDrop on kids’ iPhones/iPads during trips. Teach “never accept from strangers” and how to set Receiving Off.Schools: Managed devices can block AirDrop/Quick Share during school events and trips. Share these settings with your IT lead.Businesses: Enforce Contacts Only or disable local sharing on managed devices for travellers. Build a standard “pre‑travel device checklist” and distribute it through your MDM. See For Business and our Partner Hub for deployment guidance.Practical traveller tips that stickKeep shares to known contacts. If someone nearby asks you to accept “their boarding pass” or “ride receipt”, decline and ask them to show it on their screen.Don’t tap unknown links from local shares; navigate to the airline, rail, or venue site/app yourself.Clear your Downloads/Files after trips; remove anything you don’t recognise.Use mobile data where possible. Regional passes like Esim Western Europe or single‑country options such as Esim France, Esim Italy, Esim Spain and Esim United States keep you online without risky public Wi‑Fi.FAQIs AirDrop safe to leave on while travelling?Yes, if set to Contacts Only or Receiving Off. Avoid “Everyone” except during a deliberate, brief share.What’s the Android equivalent of AirDrop?Quick Share (formerly Nearby Share). Set visibility to No one/Contacts, require approvals, and only use “Everyone” briefly.Can I stop my name appearing to strangers?Yes. Change your device name to something generic. On iPhone, Settings > General > About > Name; on Android, Settings > About phone > Device name; on Windows, rename your PC. Also disable photo/profile sharing where offered.How do I stop kids receiving random photos?On iOS: Screen Time > Content & Privacy > Allowed Apps > disable AirDrop. On Android: set Quick Share to No one and lock Settings behind a parental control app or Family Link.Does turning off Bluetooth stop all drive‑bys?It prevents discovery but may disrupt your watch/headphones and in some cases car keys. If you must keep Bluetooth on, set sharing visibility to Hidden/Contacts only.Will eSIM help with sharing safety?Indirectly. An eSIM keeps you on mobile data so you can avoid crowded public Wi‑Fi, reducing other exposure risks while travelling. Explore coverage by country and region via Destinations and options like Esim North America.Next stepPlan your route and set up your device before you go. Explore local coverage and pick the right travel eSIM on Destinations, then run the 30‑second safety checks above before you enter a crowd.

31 Oct 2025