If your customer complains about the SMS or call service for their UK Domestic eSIM, here’s what might be happening and how to fix it.
- Ask them to check the number they dial.
Make sure the number they call or text is valid and active.
Double-check for typos or missing digits.
Ensure the number starts with a valid UK code (01, 02, 03, 07, 080 or +441, +442, +443…).
For more information on the supported numbers please check this article.
- Ask them to check their set up.
If their eSIM isn’t set up correctly, calls and texts might not work.
Make sure they have followed the activation steps and set the eSIM as their primary line for calls and SMS.
- Plan restrictions.
Their plan might not include calls or texts, or you may have reached their plan's limit. You can check it on The Portal.
- Temporary network issues.
Sometimes, a quick restart is all it takes.
Try restarting your device or switching airplane mode on and off.