Troubleshooting Connection Issues

Sometimes, your eSIM might appear to be connected to the network but you’re still struggling with getting Internet access on a 4G/LTE network. Don’t worry, we’ve got you covered.

Signs of a problematic eSIM connection:

  1. Extremely slow download/upload speeds.
  2. Only “E” (Edge) appears in the signal status, instead of 4G/LTE.
  3. No Internet connection, despite your eSIM showing a connection.

Before we dive into the troubleshooting steps, remember: DO NOT DELETE THE eSIM FROM YOUR DEVICE! If you’re experiencing problems, please follow the steps below or contact our Support Team for further assistance.

1. Check your eSIM service area:

Remember that an Italian eSIM will only function in Italy, a USA eSIM will only connect in the USA, etc. You can install the eSIM on your device anytime, but it will not establish a network connection until you reach your destination.

2. Enable Roaming Data:

Your eSIM requires roaming data to connect to a network. Here’s how to do this on an iPhone:

  • Navigate to your phone’s Settings, then go to Cellular.
  • Select the eSIM data plan under Cellular Plans. This plan might be labeled as “Secondary” or “Personal.”
  • Ensure ‘Turn On This Line’ and ‘Roaming Data’ are switched ON.

3. Assign the eSIM for mobile data usage:

  • In your phone’s Settings, go to Cellular.
  • Tap on ‘Cellular Data’ at the top to enter a menu where you can select the data plan to use.
  • Choose the eSIM as the desired data plan. It may be named as “Secondary” or “Personal.”

4. Reset your data connection:

  • Enable Airplane Mode from your device’s Settings screen, wait for 30 seconds, then switch it off. This action prompts your device to reconnect to the cellular network. Wait up to 15 minutes for the eSIM data plan to authenticate successfully and begin receiving 4G/LTE data.

5. Manually select a network:

  • Open Settings.
  • Go to Cellular and select the eSIM data plan under Cellular Plans.
  • Tap Network Selection, then switch ‘Automatic’ to ‘Off.’ Wait for the list of available networks to appear.
  • Manually select an available network and wait for the signal status to update. When you select a new network, the signal status in the top bar should switch to “Searching.”
  • After finding a network that connects, toggle ‘Automatic’ back to ‘On’.

Don’t hesitate to reach out to us if you need to manually select a network. We’re here to guide you to the best network connection for your eSIM.

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