Resolve a connectivity service issue

You need workspace access to the affected service and the authority required for any proposed action. Start with the customer’s order, eSIM, subscription or support reference.

Confirm the subscriber or employee and the affected line. Link the order, payment and profile without treating them as one shared status.

Inspect fulfillment, installation and usage observations with their timestamps. Distinguish a failed operation from a delayed or unavailable report.

Use payment recovery for a funding issue, device setup for installation, or the porting flow for a donor rejection. The record should explain which next action can resolve the issue.

Apply the action supported by the service and your workspace role. Confirm any required customer approval before purchasing, interrupting or ending a service.

Follow the recorded result and give the customer the relevant next step. If an AI assistant prepares the response, ground it in that result rather than the assistant’s proposed action.

An uncertain external result needs investigation, not an automatic replacement purchase. Keep the existing operation identity and reconcile its financial and network effects before deciding whether another action is needed.

Give the assistant authorized plan details, observation times and the relevant setup guidance. Ask it to establish the customer’s goal and the stage reached before suggesting a next action.

For a paid top-up or plan change, show the eligible offer and published charge and obtain the required approval. Have the owning service perform the action and return its recorded result. An assistant’s message does not establish that the change completed.

When the assistant cannot resolve the issue, pass the goal, service references and attempted steps to an authorized support person. Keep installation secrets in the protected flow.