I can’t connect to the internet with my eSIM

Have you turned data roaming on?

On iOS:

To turn on data roaming:

1. Go to Settings on your device

2. Go to Cellular/Mobile

3. Make sure Roaming is ON.

On Android:

To turn on data roaming:

1. Go to Settings on your device

2. Go to Mobile Network

3. Tap on your eSIM

4. Make sure Roaming is set to ON.

Have you completed the APN settings if required on your eSIM installation page?

on your eSIM installation page, you can check whether you need to set the APN doe your eSIM to work or not. In case the APN settings are available, you need to update your Access Point Name (APN) settings to access data by following the steps below:

On iOS:

1. Go to Settings on your device

2. Go to Cellular/Mobile Data

3. Select your eSIM under Cellular/Mobile Data Plans

4. Go to Cellular/Mobile Data Network

5. Type the new APN settings in the Cellular/Mobile Data APN field as written in the eSIM installation details  (all lower case, all one word)

6. Leave the other fields blank

On Android:

  1. Go to Settings on your device
  2. Go to the Network & Internet section
  3. Go to Mobile Networks
  4. Go to Access Point Names
  5. Type “+” or “ADD”
  6. Type the new APN settings as written in the eSIM installation details  (all lower case, all one word)
  7. Tap save
  8. Leave the other fields blank

If you are still not able to get access to data, please contact us for further assistance. 

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