Connection problems almost always come down to a handful of settings, and the fastest way through them is a fixed order — from the most likely cause to the rarest. Work through this checklist from the top; each step takes under a minute.
Step 1: the basics that fix most cases
- Confirm the AirPlans eSIM is turned ON — it should appear in your SIM list with its toggle enabled.
- Confirm the eSIM — not your home SIM — is selected as the Mobile Data line.
- Confirm Data Roaming is ON for the eSIM line. This is the single most common cause of "installed but no internet", and on our plans it never costs extra.
- Make sure the plan is active and has data left — check the usage bar in My eSIMs.
Step 2: reset the connection
- Toggle Airplane Mode on for ten seconds, then off. This forces the phone to search for networks from scratch.
- If that does not help, restart the phone completely.
- Turn Wi-Fi off while testing — phones sometimes cling to an airport hotspot that expects a login page instead of using cellular data.
Step 3: pick a network manually
Automatic selection sometimes latches onto a network your plan does not support. Choosing one yourself solves it.
- iPhone: Settings → Cellular → your eSIM → Network Selection → turn off Automatic and pick an operator from the list.
- Android: Settings → Network & Internet → your eSIM → turn off automatic network selection and choose an operator.
- Wait a full minute after choosing. If that operator fails, try the next one on the supported list from your eSIM details page.
Step 4: check the APN
Signal bars but no data usually points at the APN. Compare the APN on your eSIM details page with the phone: iPhone — Settings → Cellular → your eSIM → Cellular Data Network; Android — the eSIM settings → Access Point Names. Fix any difference, save, and restart the phone.
Special cases worth knowing
Three situations that look like a broken eSIM but are not:
- Airport and hotel Wi-Fi with login pages can hijack the connection: the phone reports Wi-Fi but nothing loads. Forget the network or turn Wi-Fi off and let cellular take over.
- Deep inside buildings, in metros and in elevators, signal drops for everyone — step outside before concluding the eSIM is at fault.
- Right after crossing a border on a regional plan, the switch to the new network can take a few minutes — an Airplane Mode toggle speeds it up.
Slow data (rather than none)
Speed depends mostly on the local network and where you are standing. A few things genuinely help:
- Switch to another supported operator manually — networks vary a lot between areas, and the "other" one is often faster where you are.
- Make sure the line is allowed to use LTE/5G and is not limited to 3G in the cellular data options.
- Turn off VPN apps while testing — they can slow the connection noticeably.
- On unlimited plans, remember speeds may be reduced after heavy use under the fair-use policy.
Nothing worked? Contact us the smart way
We are online 24/7 and connectivity issues are our top-priority queue. To get a fix on the first reply, include: your order number or ICCID, the phone model, the country you are in, and what you already tried from this checklist.
