Connectivity issues occur when an eSIM-enabled device struggles to establish or maintain a stable connection with the local cellular network. Identifying whether the issue is related to the device, the local network, or the eSIM profile is the first step toward a resolution.
Setting expectations for eSIM use
To ensure a seamless experience for your business users, it is important to understand the technical environment in which eSIMs operate:
Local network reliance: An eSIM is a gateway to local infrastructure. Connection quality is entirely dependent on the local roaming partner's signal strength. Even with a premium eSIM, "dead zones" (elevators, basements, or remote rural areas) will still impact connectivity.
The "handshake" period: When a user arrives in a new country or switches on their device, it can take 3 to 5 minutes for the eSIM to complete its first "handshake" with the local network. Users should be advised to wait a few minutes before attempting to troubleshoot.
Regional breakout (Profiles): Our eSIMs use regional "breakouts" to route data. If a user is physically far from their profile’s designated breakout point (e.g., using a European profile while in Asia), they may experience higher latency (ping). This is a physical limitation of data travel distance and does not necessarily indicate a faulty eSIM.
Roaming vs. local SIMs: It is a common observation that a local SIM may occasionally outperform a roaming eSIM. This is expected behavior, as Mobile Network Operators (MNOs) often prioritize their own direct subscribers over roaming traffic during periods of high network congestion.
What constitutes a connectivity issue?
Connectivity issues generally fall into three categories. Identifying which one you are experiencing will help our support team diagnose the root cause:
- No service / no signal: The device displays "No Service" or "Searching," indicating it cannot find a compatible local network.
- Packet loss or high latency: The device shows signal bars and is connected to data (4G/5G), but apps fail to load, or data speeds are unusable.
- Frequent disconnects: The connection is unstable, frequently dropping and reconnecting, which often happens in areas with poor network density or during high-speed travel.
Preliminary troubleshooting steps
Before submitting a support ticket, please ensure the following:
- eSIM enabled: Ensure that the eSIM is enabled and selected for data use on the device.
- Data roaming is ON: The eSIM will not function unless Data Roaming is enabled in the device settings for that specific line.
- Correct APN settings: Ensure the Access Point Name (APN) is set correctly.
- Network selection: If "Automatic" selection fails, manually selecting a supported local carrier in the phone settings can often restore service.
- Supported RAT type selected: Ensure that 2G/3G, 4G, or 5G is selected as the preferred RAT type depending on network information.
- Location coverage: Check the precise location of the user for coverage quality. GSMA: https://www.gsma.com/coverage gives a good indication of coverage across most networks and RAT types.
For further details on these processes please see: First Line Troubleshooting Guide
Raising a support ticket
A support ticket should only be raised once the complaint has been verified and all preliminary resources have been exhausted. To ensure a fast resolution, please confirm you have:
- Checked the portal: Verified that the eSIM is active and has a remaining data balance.
- Verified coverage: Confirmed via GSMA or local maps that the user is in a supported service area.
- Gathered screenshots: Captured the device’s cellular settings, APN configuration and any error messages.
- Identified precise location: Collected the specific address or GPS coordinates where the issue is occurring.