Troubleshooting eSIM Data Connection Issues

There are several reasons why your eSIM may show as connected to a network but fail to establish an Internet connection on 4G LTE or 5G.

Common Issues

You might encounter the following problems when your eSIM isn’t connected to a data network:

• Extremely slow download/upload speeds
• Only "E" (Edge) appears in the signal status, instead of 4G LTE or 5G
• No Internet connection, even though the eSIM shows it’s connected

Important Reminder

DO NOT DELETE THE ESIM FROM YOUR PHONE!
If it isn’t working, don’t worry—follow the steps below or Contact Us if you need further help.

1. Are You in the eSIM Service Area?

Your eSIM will only function in the designated destination. For example, a USA eSIM will only connect in the USA. While you can install the eSIM anytime, it won’t connect until you arrive at your selected destination.

2. Turn On Data Roaming

Data Roaming must be enabled for the eSIM to connect to a network.

iPhone/iPad (iOS)

1. Go to Settings > Cellular and select the eSIM plan under Cellular Plans (it may be labelled "Secondary" or "Personal").
2. Ensure Turn On This Line is set to ON.
3. Make sure Data Roaming is turned ON.

Samsung Galaxy (Android)

1. Open Settings > Connections.
2. Tap Mobile Networks.
3. Verify that Data Roaming is ON.

Google Pixel (Android)

1. Open Settings.
2. Tap Network and Internet.
3. Select SIMs and then choose the eSIM plan.
4. Enable Data Roaming and Mobile Data.

3. Set Your Phone to Use the eSIM for Mobile Data

Make sure your phone is using the eSIM plan for data.

Apple iOS (iPhone)

1. Go to Settings > Cellular.
2. Tap Cellular Data to choose which plan to use for data (it may be called "Mobile Service" or similar).
3. Select the eSIM plan (it might be labelled "Secondary" or "Personal").

Samsung Galaxy (Android)

1. Open Settings > Connections.
2. Tap SIM Card Manager, then select the eSIM plan for Mobile Data.

Google Pixel (Android)

1. Open Settings.
2. Tap Network and Internet.
3. Select SIMs and then choose the eSIM plan.

4. Android Only: Configure APN

If you’re using an eSIM on an Android device and there’s no data connection, follow these steps:

1. Open Settings > Mobile & Network (on Samsung, go to Connections > Mobile Networks).
2. Select the eSIM plan, then go to Access Point Names (APN).
3. Tap Menu, then New APN.
4. In the APN field, enter globaldata. Delete any entries in the username or password fields.
5. Return to the previous screen and select the new APN.

5. Reset the Data Connection

Enable Airplane Mode on your device and wait 30 seconds before turning it off again. This forces the device to reconnect to the cellular network. Allow up to 15 minutes for the eSIM to authenticate and connect to 4G LTE or 5G.

6. Manually Select a Network

If resetting the connection doesn’t work, you may need to manually choose a network.

Apple iOS (iPhone)

1. Open Settings > Cellular and select the eSIM plan under Cellular Plans.
2. Tap Network Selection, then turn Automatic off. Wait for the list of networks to load.
3. Select an available network manually and wait for the signal status to update.
4. Once connected, toggle Automatic back on.

Please Contact Us if you need help finding the best network to connect to.

Still No Data Connection?

If these steps don’t resolve the issue, contact us now, and we’ll assist you as soon as possible.
In some cases, there may be no service in the area, or network issues beyond our control may impact connectivity. Leave Network Selection set to Automatic to allow the device to keep searching for a signal.