Carrier / Network Swap
ATT, TMO, DISH, DISHATT, DISHMNO, DISHTMB
Maria O TM
Last Update 7 luni în urmă
a. When making a network swap:
-. Make sure the new SIM is in the Inventory under the correct Network
-. Our SIM cards start with these digits: 89
b. How can I know if the SIM card is TMO, AT&T DISH?
- You have to count 8 digits and that way you will know which carrier it is.
TMO: 7
ATT, DISH, DISHATT: 3
DISHMNO: 0
DISHTMB: 4
TMO
AT&T, DISH, DISHATT
DISHMNO
DISHTMB
1. When you access the account you're going to check the carrier, if the customer is trying to change network make sure they have the new SIM (TMO: 8901240 / AT&T: 89014102).
-Go to quick links - Existing Subscriber Portin
AT&T to TMO(follow the exact order)
a. Add the new SIM that the customer provides you (make sure the sim is already added to the Inventory)
b. Select the plan that is on the account (This is very important that you check what plan the customer has)
c. Add the IMEI (make sure it is added to the Inventory)
d. For Old Esn Status we have to click "Make the old ESN/SIM Available in the Inventory"
e. Reason Old ESN type Swap
f. Who got it back has to be the Order By in the Account
g. The number to Port has to be the same since we are just changing the network
h. The account number in AT&T has to be the BAN.
i. The Password PIN has to be the four-digit PIN that is on the account.
j. The Swap Type always will be "Complete swap as soon as port-in completes"
k. Sometimes it's not going to let you complete the swap because of the Area or street type, like: "Service Area can not be blank.", "Street type is not matching" or "Error!! streetName is invalid" You can try searching for a restaurant, or hotel using the same ZIP Code(the one in the account) on google maps, depending on the error that appears.
l. If the zip code you put doesn't work, you can try putting another zip code nearby. If you still having problems you can ask for support on Slack.
m. Please advise the customer it takes around 30 minutes to complete the network swap.
Tmo to At&t is easier to make the process you just need to fill out this:
a. The New SIM (make sure the sim is already added to the Inventory)
b. The Number to port has to be the same since we are just changing the network(Always Check Portability)
c. The account number in TMO is the Customer ID
d. Password PIN has to be the four-digit PIN that is on the account
e. Street Type makes sure to put the same that is on the address, for example:
-. DRIVE - DR
-. STREET - ST
-. AVENUE - AVE
-. BOULEVARD - BLVD
-. BRIDGE - BRG
-. HIGHWAY - HWY
f. Street Direction you can write any of the eight basic compass directions, abbreviated as follows:
-. N, S, E, W, NE, NW, SE, or SW
. The Swap Type always will be "Complete swap as soon as port-in completes"
Please advise the customer it takes around 30 minutes to complete the network swap.
- If you still having problems you can ask for support on Slack.
- Please advise the customer it takes around 30 minutes to complete the network swap. You can also check the Time Frames
DISHTMO, DISHATT, DISHMNO, DISH, ATT, TMO
Remember when making a carrier or network swap to check the carrier that the customer has, attaching the examples:
| Carrier Name in Telgoo | Send Hot SIM for | Example (HOT SIM) | SIM Type to Send Replacement request in tel |
| DISHMNO(iPhone and Android) | Replacement with same carrier and SIM | "Customer’s DISHMNO SIM got damaged, needs a new one" | DISH Hot DISHMNO SIM |
| DISHTMO (iPhone) | Same carrier and 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 and DISH (iPhone & Android) | Staying with DISHATT | "Customer lost SIM but still using DISHATT" | DISH Hot DISHATT SIM |
| TELGOATT (iPhone and Andriod) | SIM not working but staying on TELGOOATT | "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 |
| Carrier in Telgoo | Send Cold SIM For | Example (Cold SIM) | |
| 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" |
|
| 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 |
Always check every time that you're going to make a change to avoid sending another SIM due to a mistake with the account of the customer.
Visual Reminder
🔴 Hot SIM = Same carrier + same SIM type → activates immediately
🔵 Cold SIM = Port-in or carrier change → requires later activation
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
Orange Network
DISHMNO
Sky Network
DISHATT / TELGOOATT
Rose Network
DISHTMB / TMO
05/27/2025 Maria Ortega
Add the notes for the carrier swap.