What should I do if I can’t use the internet?

UpdatedJune 10, 2026

Quick Answer

If the eSIM is installed but the internet does not work, do not delete the eSIM. First check that the eSIM is selected for mobile data, data roaming is turned on, and the device is connected to a supported network.

Apple

A. Enable “Data Roaming” for the eSIM

B. Ensure the eSIM is Selected for Cellular/Mobile Data

Go to [Settings] > [Cellular/Mobile Service]
Select our eSIM for [Cellular data/Mobile data]

C. Manually Set Up the APN

Go to [Settings] > [Cellular/Mobile Service]
Select our eSIM under the SIMs section
Click [Cellular Data Network]
Type the APN information in the APN field

D. Perform Manual Network Selection

Go to [Settings] > [Cellular/Mobile Service]
Select our eSIM under the SIMs section
Choose [Network selection]
Toggle off ‘Automatic’
Select the name of the telecom provider for your current country from the list of available networks.

Samsung

A. Enable “Data Roaming” for the eSIM

B. Ensure the eSIM is Selected for Cellular/Mobile Data

Go to [Settings] > [Connections] > [SIM manager]
Select our eSIM for [Mobile data]

C. Manually Set Up the APN

Go to [Settings] > [Connections] > [Mobile networks]
Click [Access Point Names]
Make sure you choose our eSIM and click “+” to add APN
Type the APN information in the APN field

D. Perform Manual Network Selection

Go to [Settings] > [Connections] > [Mobile networks]
Choose [Select roaming network/Network operators]
Toggle off ‘Select automatically’
Select the name of the telecom provider for your current country from the list of available networks

Google

A. Enable “Data Roaming” for the eSIM

B. Ensure the eSIM is Selected for Cellular/Mobile Data

Go to [Settings] > [Network & Internet] > [SIMs]
Select our eSIM and turn on [Mobile data]
Choose “Use eSIM”

C. Manually Set Up the APN

Go to [Settings] > [Network & Internet] > [SIMs]
Select our eSIM
Scroll down to choose [Access Point Names]
Click “+” to add APN
Type the APN information in the APN field

D. Perform Manual Network Selection

Go to [Settings] > [Network & Internet] > [SIMs]
Select our eSIM
Toggle off [Automatically select network]
Select the name of the telecom provider for your current country from the list of available networks

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What should I do if I can’t use the internet?

Apple

A. Enable “Data Roaming” for the eSIM

B. Ensure the eSIM is Selected for Cellular/Mobile Data

C. Manually Set Up the APN

D. Perform Manual Network Selection

Samsung

A. Enable “Data Roaming” for the eSIM

B. Ensure the eSIM is Selected for Cellular/Mobile Data

C. Manually Set Up the APN

D. Perform Manual Network Selection

Google

A. Enable “Data Roaming” for the eSIM

B. Ensure the eSIM is Selected for Cellular/Mobile Data

C. Manually Set Up the APN

D. Perform Manual Network Selection

To activate an eSIM,
your device must be both

eSIM-compatible

Carrier unlocked

1. Go to [Settings] > [General] > [About] on your device.

2. Look for “Network Provider Lock – No SIM restrictions”:

◦ If you see this, your phone is unlocked.
◦ If not, your phone is locked.

1. Go to [Settings] > [Connections] > [Mobile networks] on your device.

2. Select [Network operators]:

◦ If multiple networks appear, your phone is likely unlocked.
◦ If only one network appears or you cannot find the option to search networks, your phone is likely locked to the carrier.

1. Go to [Settings] > [Network and Internet] > [Internet] on your device.

2. Select your SIM > [Automatically Select Network]:

◦ If multiple networks appear, your phone is likely unlocked.
◦ If only one network appears or you cannot find the option to search networks, your phone is likely locked to the carrier.

What should I do if I can’t use the internet?

Apple

A. Enable “Data Roaming” for the eSIM

B. Ensure the eSIM is Selected for Cellular/Mobile Data

C. Manually Set Up the APN

D. Perform Manual Network Selection

Samsung

A. Enable “Data Roaming” for the eSIM

B. Ensure the eSIM is Selected for Cellular/Mobile Data

C. Manually Set Up the APN

D. Perform Manual Network Selection

Google

A. Enable “Data Roaming” for the eSIM

B. Ensure the eSIM is Selected for Cellular/Mobile Data

C. Manually Set Up the APN

D. Perform Manual Network Selection

1. Go to [Settings] > [General] > [About] on your device.

2. Look for “Network Provider Lock – No SIM restrictions”:

◦ If you see this, your phone is unlocked. ◦ If not, your phone is locked.

1. Go to [Settings] > [Connections] > [Mobile networks] on your device.

2. Select [Network operators]:

◦ If multiple networks appear, your phone is likely unlocked. ◦ If only one network appears or you cannot find the option to search networks, your phone is likely locked to the carrier.

1. Go to [Settings] > [Network and Internet] > [Internet] on your device.

2. Select your SIM > [Automatically Select Network]:

◦ If multiple networks appear, your phone is likely unlocked. ◦ If only one network appears or you cannot find the option to search networks, your phone is likely locked to the carrier.

◦ If you see this, your phone is unlocked.
◦ If not, your phone is locked.

◦ If multiple networks appear, your phone is likely unlocked.
◦ If only one network appears or you cannot find the option to search networks, your phone is likely locked to the carrier.

◦ If multiple networks appear, your phone is likely unlocked.
◦ If only one network appears or you cannot find the option to search networks, your phone is likely locked to the carrier.