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F-2390Detected Oct 5, 02:33 UTC

How do I transfer my eSIM to my new iPhone?

Found in Nightly · v3.4 · 2026-10-05 on support-golden-v4 · eSIM & activation

Unsupported claimsMediumOpenClaude Sonnet 5.5

Model answer vs gold answer

30% of model-answer words appear in the gold answer

Model answer

support-assistant v3.4

Use eSIM Quick Transfer during iPhone setup while both phones are nearby. Unsupported: Your old eSIM keeps working for 7 days so you can switch back if needed.

Gold answer

Human-verified · support-golden-v4

Use Quick Transfer on the new phone while both phones are nearby and unlocked. If it is not available, request a new QR code in My Harbor. The old eSIM stops working as soon as the new one activates.

  • claimFlagged by the judge as unsupported or contradicted

Retrieved context

bge-m3 · hybrid (BM25 + dense, RRF) · top 3 passed to the generator

2 of 3 retrieved chunks are relevant · gold passage ranked first

  1. 1

    Moving your eSIM to a new phone

    Quick transfer · kb-esim-009 · v2026.09

    Relevant
    Use Quick Transfer during setup with both phones nearby.
    Similarity0.90
  2. 2

    Moving your eSIM to a new phone

    Old device deactivation · kb-esim-009 · v2026.09

    Relevant
    The old eSIM is deactivated as soon as the new one activates.
    Similarity0.86
  3. 3

    Activating an eSIM

    Activation times · kb-esim-004 · v2026.09

    Not relevant
    Activation usually completes within 10 minutes.
    Similarity0.75

Judge verdict

LLM judge · Claude Opus 5.5 · rubric v3

0.33

rubric score · pass threshold 0.70

The 7-day overlap contradicts chunk 2 (immediate deactivation).

Diagnosis

Unsupported claims · eSIM reactivation

Root cause

Generator prior from other carriers' eSIM policies.

Suggested fix

Add contrastive gold example to the few-shot set for eSIM transfer.

Playbook: unsupported claims

The answer states something that is not present in the retrieved context.

Detection signals

  • Claim-level faithfulness below 0.85
  • Numbers, fees or durations absent from every retrieved chunk
  • Citations that do not contain the cited sentence

Common fixes

  1. Require a citation after each factual sentence and refuse when none applies
  2. Reject answers with numeric claims missing from context in a post-generation check
  3. Lower temperature for billing and policy intents
  4. Add the query to the regression set with an escalate-or-decline gold answer

Activity

1 event · 0 comments

  1. Relevant ·

    Detected by support-assistant v3.4 run and labeled unsupported claims