Use case · Device & Equipment
SIM Exchange — Device Change
Subscriber swaps SIM card due to device change, damage or loss.
Order CaptureResource MgmtProvisioning
Customer or agentPrimary actor
Device & EquipmentCategory
3Modules involved
At a glance
TriggerLost, damaged or incompatible SIM
Primary actorCustomer or agent
OutcomeService continues on the new SIM with the same number
Main flow
The usual path from start to finish.
- 1
- 2
Block the old SIM if lost or stolen - 3
- 4
Update network records with the new SIM - 5
Confirm service works on the new SIM
Exceptions & alternate flows
Suspected SIM swap fraudExtra verification
eSIM download failsResend activation code
Systems & modules involved
Order CaptureResource MgmtProvisioning
Business rules
- Stock reserved at order, released on cancel
- Return window and condition rules
- Finance plans need affordability checks
KPIs to watch
- Device order fulfilment time
- Return rate
- Stock availability
Standards & references
TMF687Stock Management
TMF622Product Ordering
This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.