There may be several reasons why your eSIM may appear to be connected to the network but is not getting an internet connection on a 4G/LTE network.

If the eSIM is not connected to a data network, the following problems may occur:

Extremely slow download/upload speeds

Only “E” (Edge) appears in the signal status, no 4G/LTE

No internet connection, although eSIM shows a connection

To resolve the above issues, please follow these steps:

IMPORTANT: DO NOT DELETE THE eSIM FROM YOUR PHONE!

Are you in the eSIM service area?

Please note that an Italian eSIM only works in Italy, a US eSIM only works in the US, and so on. You can install the eSIM on your device at any time, but it will not connect to a network until you arrive at your destination.



Activate data roaming

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


1. In your phone's settings, go to Cellular and under SIMs, select the eSIM data plan. The eSIM plan may be called "Secondary" or "Personal."
2. Make sure "Enable this line" is turned on.
3. Make sure data roaming is turned on.




Set your phone to use the eSIM for mobile data



1. Go to your phone's settings and select Mobile.
2. Tap Mobile Data at the top to open a menu where you can select the data plan to use.
3. Make sure the correct eSIM is selected. This can be Secondary, Personal or Travel.




Reset the data connection


From your device's settings screen, enable Airplane mode, wait 30 seconds, then turn it back off. This will force the device to reconnect to the cellular network. Wait up to 15 minutes for the eSIM data plan to successfully authenticate and start receiving 4G/LTE data.

Manually select a network


If resetting the data connection doesn't work, you may need to manually select a network. Follow the steps below:
1. Open the settings on your smartphone.
2. Go to Cellular and select the eSIM data plan under Cellular Plans.
3. Tap "Network Selection" and on the following screen switch "Automatic" to "Off". Wait until the list of available networks appears.
4. 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 change to "Searching".
5. After you find a network that connects, switch "Automatic" back to "On".
If you are sure that the above steps do not resolve the issue, you may be in an area without service or there may be a network issue beyond our control affecting service. The best thing to do is wait and check later. Leave the network selection set to "Automatic" and the device will continue to search for a signal.