Updated by Mona
First things first... Set-up your eSIM
To set up your eSIM, just click on the phone you have and follow the steps. Make sure you land in Europe first then follow the steps below.
My data isn't working...
- Check that you have Data Roaming & Mobile Data turned on in your Settings.
- Make sure that you have changed your APN settings to match the following:
For iOS devices
Name: o2 internet
User name: vertigo
Password: passwordEnsure 'password' is typed in and not blank.For Android devices
Name: o2 internet
Proxy: [leave this section blank]
Port: [leave this section blank]
User name: o2
Authentication type: PAP
APN Protocal: IPV4
APN Roaming Protocal: IPV4
- Restart your phone
If you've been using your eSIM but suddenly your data has stopped working
Sometimes the SIM can stop working. When this happens:
- Turn on Airplane Mode for 1 minute
- Turn off Airplane Mode - this should reboot the connection!
- If your phone says it's connected to LTE or 4G but the data isn't working, try to manually turn off LTE/4G to connect to 4G/3G.
Settings > Mobile > Mobile data options > Disable LTE > Restart
Settings > Connections > Mobile Networks > Network Mode > Switch to 3G/2G > Restart
I've tried everything and it's still not working
These guides are based on our most frequently asked questions. If you can't find what you're looking for, feel free to reach out to us and we'll try our best to provide assistance. You can reach us at email@example.com or firstname.lastname@example.org 📩
Before contacting us, please have the following information ready:
- Which eSIM have you bought?
- Where are you located?
- When did you activate and what happened when you activated it?
- What troubleshooting steps have you tried?
- Please send through a screenshot of your Mobile Network settings and your APN settings with the WiFi turned off and your mobile data turned on so we can see what's going on.
- Any other details that might help us, help you!
How do I find my number?
You can find your phone number through your phone settings or your contacts.
Settings > Mobile > Mobile Plans > You can find your new UK number (it'll start with +44)
Phone > Contacts > My Card > Your number will be there
Settings > About Phone > Under "My Phone Number"
Contacts App > Tap or name or profile > Your number will be there
How do I check my balance?
You can check your balance by looking at your phone settings under data usage.
How do I recharge?
As described on the website, the eSIM is non-rechargeable. The only way around this is to buy multiple eSIMs and swap them out as you go.
Can I call USA or Australia with this SIM?
Unfortunately, this SIM doesn't come with calls/texts to USA or Australian numbers!
We'd highly recommend using data applications like FaceTime, Whatsapp, Facebook Messenger, iMessages, Viber or Skype to make calls and texts instead. This'll use the 10GB of data you have allocated to you.
Read this neat little article about ways to call home!
I'm having issues making phone calls or text messages
This SIM does not come with calls or texts as it's data-only! You can still receive phone calls or text messages though.
Can I hotspot/tether from my phone?
Yep, you can hotspot/tether from your phone.
What's Included & Things to know
How do I know if my device is unlocked?
If you bought your device outright, it's most likely unlocked!
If you're unsure, the best way to find out is to call your Aussie network provider and ask! They'll be able to unlock it for you too. This might incur a fee! 🤔
Where will this eSIM work on?
The telecommunications industry is exceptionally technical, and although we try our hardest to provide each and every single one of our customers with reliable eSIMs, there are certain technical and network errors that are simply out of our control. However, this is why we have implemented our money-back guarantee, to protect our customers against faulty eSIMs and poor experiences.
It is extremely important to us that our customers are looked after, and we are here to support you as much as possible. We wouldn't be able to do this without you!
In order to claim your Money-Back Guarantee, you'll need to contact us and we'll try to troubleshoot the issue with you. If we can't get it sorted, we'd be more than happy to give you a refund. You can contact us a email@example.com or firstname.lastname@example.org 📩