In the bus transportation industry, maintaining internet connectivity is essential for both operations and passenger satisfaction. 

In line with Wavecom‘s value proposition, which includes the delivery of a complete hardware solution supported by a management layer and a customer support service, Wavecom launched the Remote Support on the market. Imagine some examples of critical situations:

• A support team needs to update the Wi-Fi configuration from a captive portal to a simpler WPA key;
• A new third-party telematics asset unit needs to be integrated into the vehicle’s local network via a LAN port;
• A driver attempts to add a SIM card or eSIM profile, but he cannot register the new one;
• Connectivity is lost when a bus crosses a border, as it leaves its home Mobile Network Provider’s coverage area.

Given these critical situations of connectivity loss or required configuration changes, imagine the Remote Support eSIM as a “universal skeleton key” kept safely at headquarters.

Also known as “Rescue“, Remote Support is a specialized service designed to allow vehicle drivers to obtain immediate assistance from their reseller whenever issues arise.

“Remote Support is a specialized service designed to allow vehicle drivers to obtain immediate assistance from their reseller whenever issues arise.”

What are the Remote Support Pillars?

The Remote Support is built on three core pillars that ensure robust and seamless connectivity management for bus operators.

Dedicated eSIM – Every Wavecom IoT Gateway includes a closed, management-only eSIM profile, ensuring a constant, secure connection for technical support, independent of the primary commercial SIM cards.

Global Reach & Rapid Response – Enables support teams to access the router remotely from any location worldwide, allowing for quick troubleshooting and configuration changes without mobilizing technicians.

Driver Empowerment – Simplifies the driver’s role by providing a user-friendly process (like scanning a QR code) to initiate support, requiring no technical IT knowledge from the driver.

What Exactly is Remote Support?

The core of this system is its seamless integration into the hardware. 

Every Wavecom IoT Gateway comes equipped with a closed eSIM profile, which is installed directly during the production phase. This specific eSIM profile is dedicated solely to management tasks. It allows specialized teams to access the router remotely from any location on the globe. 

Because this feature is available natively on the equipment, it ensures that a “secure connection” is possible just for technical support and not always open, being available only on customer demand and upon confirmation, regardless of the state of the primary commercial SIM cards used for data.

“It ensures that a “secure connection” for technical support is always open, regardless of the state of the primary commercial SIM cards used for data.”

What are the Critical Situations that it solves?

Remote Support is utilized in various scenarios where technical adjustments are needed on the fly. The main use situations include:

eSIM e SIM Card Management

Drivers need to swap a physical SIM or insert a new eSIM but lack the technical knowledge to configure the APN (Access Point Name). Remote Support allows the reseller to handle this configuration immediately, including adding a new eSIM profile in the router.

Connectivity Troubleshooting

If a specific SIM card is experiencing intermittent issues (e.g., low signal or inconsistent connection), the support team can remotely access the system to diagnose and debug the problem in real-time.

Wi-Fi Configuration

Allows for the modification of Wi-Fi data or settings remotely, such as changing the configuration from a Wi-Fi with a Captive Portal to a simpler WPA setup.

Network Expansion (Adding New Assets)

Specialized configurations can be applied remotely to add new assets to the vehicle’s local network, such as adding a new local Ethernet configuration on the LAN ports to integrate new third-party equipment.

Cross-Border Connectivity Loss

A bus crosses a national border, and the primary commercial SIM fails to register on the new country’s network, causing immediate loss of passenger Wi-Fi.

And How Do These Changes Impact the Business of Bus Operators?

The primary goal of Remote Support is to bridge the gap between complex technology and the driver.

Its key benefits include:

Global Reach – Support teams can access the router remotely to solve problems anywhere worldwide.

Rapid Resolution – It enables specialized teams to quickly troubleshoot connectivity issues or alter configurations without spending time and resources on mobilizing technicians to the physical location.

User-Friendly – It supports drivers and operators who are not required to have technological knowledge required to configure network settings manually.

Connectivity Rescue on the Road

This scenario illustrates one of the examples of critical situations previously mentioned. We will now provide a more detailed explanation to ensure a clear understanding of the resolution process and the technical strategies involved: Bus operators should be prepared to handle the hypothetical, yet now infrequent, scenario where a bus crosses into a new country and subsequently loses onboard connectivity. This failure would result in passenger complaints due to a lack of internet access.

The driver remains focused on what matters most: driving safely and keeping the service on schedule. A fast and effective solution is required — without adding complexity to the driver’s role.

Although the driver is not expected to have any IT knowledge, he knows exactly what to do. He has been trained in the procedure and is now able to put it into practice.

When it is safe to do so, the driver stops the bus and refers to the Remote Management rescue checklist, stored in the onboard document holder.

Following the first simple step in the checklist, the driver scans a QR code using his smartphone. This immediately establishes a direct connection with the reseller’s support team, allowing them to access the onboard router remotely.

Using a dedicated eSIM profile, the support team logs into the router’s management system and quickly adjusts the required settings to match the new country and network conditions.

The driver receives rapid assistance without having to perform any technical tasks. Connectivity is restored within minutes.

The journey continues with minimal impact on the planned schedule, and passengers are once again able to browse social media, stream content, or work online — with the onboard connectivity service fully operational.

No matter how remote the route or how far from the operations center, the driver is never alone. Wherever the bus travels, global connectivity and remote support travel with it.