Hot and Cold SIM Replacement Process
Maria O TM
Last Update 7 个月前
🔴Hot SIM = Same carrier + Same SIM type → can activate immediately
🔵Cold SIM = Port-in or carrier change → must be activated later
When requesting a replacement, you can send an active (hot) or inactive (cold) SIM.
🔵 Cold SIMs are when the SIM is from a different carrier or will not be swapped and activated when it is shipped.
🔵 Cold SIM (Inactive)
Send this when the SIM is for a different carrier or it won’t be activated right away.
The customer will need to call us to activate the SIM when they get it.
Use Cold SIMs for:
Port-in requests
Carrier swaps
🔴 Hot SIM (Active)
Send this when the carrier and SIM type are the same.
These SIMs can be activated when they are shipped.
Use for simple SIM swaps.
Examples of when a cold SIM is needed are SIMs requested for a port-in or for a carrier swap.
Go to Equipment Purchase in the Telgoo Quick Links.
In the dropdown for Equipment & Accessories Type, choose Phone Model.
Under Status, select Accessories Purchase.
Pick the correct SIM type (Hot or Cold).
Check the box that says Skip Payment (the SIM is free).
Double-check the shipping address.
Tell the customer: “Please call us to activate the SIM once you receive it.”
Use the chart below to understand how to send the correct SIM. You will also need to choose the correct SIM based on the phone type.
Hot SIM – When to Send and Examples
| Carrier in Telgoo | Send Hot SIM For | Example (Hot SIM) | SIM Type to Send |
| DISHMNO (iPhone & Android) | Replacement with same SIM & carrier | "Customer’s DISHMNO SIM got damaged, needs a new one" | DISH Hot DISHMNO SIM |
| DISHTMO (iPhone) | Same carrier & iPhone | "Customer stays on DISHTMO, just lost SIM" | DISH Hot DISHTMB SIM CLONE |
| DISHTMO (Android) | Replacement on same DISHTMO Android | "Customer’s phone broke, but still DISHTMO Android" | DISH Hot DISHTMB SIM |
| DISHATT (iPhone & Android) | Staying with DISHATT | "Customer lost SIM but still using DISHATT Android" | DISH Hot DISHATT SIM |
| TELGOOATT (iPhone & Android) | SIM not working but staying on same SIM | "Customer’s SIM is not reading but staying on TELGOOATT" | TELGOOATT Hot SIM |
| TMB (iPhone & Android) | SIM damaged or lost, staying on TMB | "TMB customer with damaged SIM" | TMO Hot TMB SIM |
DISHMNO (iPhone & Android) - DISH Hot DISHMNO SIM
DISHTMO (iPhone) - DISH Hot DISHTMB SIM CLONE
DISHTMO (Android) - DISH Hot DISHTMB SIM
Cold SIM – When to Send and Examples
| Carrier in Telgoo | Send Cold SIM For | Example (Cold SIM) | SIM Type to Send |
| DISHMNO (iPhone & Android) | Carrier swap or port-in | "Customer moving from TMB to DISHMNO" | DISH Cold DISHMNO SIM |
| DISHTMO (iPhone) | Device switch or carrier change | "Customer switching from ATT to DISHTMO iPhone" | DISH Cold DISHTMB SIM CLONE |
| DISHTMO (Android) | Carrier change or port-in | "Customer porting into DISHTMO from TMB" | DISH Cold DISHTMB SIM |
| DISHATT (iPhone & Android) | Carrier change or port-in | "Customer wants to switch from DISHATT to DISHMNO" | DISH Cold DISHATT SIM |
| TELGOOATT (iPhone & Android) | Switching to TMO or DISH | "Customer device not working, needs to try DISHTMO" | TELGOOATT Cold SIM |
| TMB (iPhone & Android) | Switching to DISH, ATT or port-in | "Customer switching from TMB to DISHATT for better signal" |
|
SIMs for carrier swaps, port-ins or compatibility changes
| Carrier in Telgoo | Replacement Request in Telgoo | Send for carrier swaps, port-ins or compatibility changes |
| DISHMNO (iPhone & Android) | DISH Cold DISHMNO SIM or DISH Hot DISHMNO SIM | TELGOOATT Cold SIM or TMO Cold TMB SIM |
| DISHTMO (iPhone) | DISH Cold DISHTMB SIM CLONE or Hot SIM CLONE | TELGOOATT Cold SIM or TMO Cold TMB SIM |
| DISHTMO (Android) | DISH Cold DISHTMB SIM or Hot SIM | DISH Cold DISHATT SIM or TMO Cold TMB SIM |
| DISHATT (iPhone & Android) | DISH Cold DISHATT SIM or Hot SIM | TMO Cold TMB SIM |
| TELGOOATT (iPhone & Android) | TELGOOATT Cold SIM or Hot SIM | TMO Cold TMB SIM, DISH Cold DISHMNO SIM, DISHTMB SIM CLONE/Android |
| TMB (iPhone & Android) | TMO Cold TMB SIM or Hot SIM | DISH Cold DISHMNO SIM, DISHATT SIM, TELGOOATT SIMs, DISHTMB SIMs |
NEW IMEI CHECKER
Access to this link: https://genmobile-website.telgoo5.com/BYOD.php in here we can check if the device is compatible with the carrier, we have to add the ZIP code and the device ID
Also this information you can find it on this link: Carrier / Network Swap
Orange Network
DISHMNO
Sky Network
DISHATT / TELGOOATT
Rose Network
DISHTMB / TMO
12/16/2025 MAO Add "SIMs for carrier swaps, port-ins or compatibility changes" and also add the "NEW IMEI CHECKER"