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Alle SammlungenTroubleshootingInternet Connection IssuesI Don’t Have an Internet Connection

I Don’t Have an Internet Connection

If you have successfully installed your eSIM but cannot connect to the internet, follow these steps in order.

1. Make sure you are using the correct eSIM

If you have multiple eSIMs, it is easy to accidentally change settings for the wrong one. The only 100% reliable way to identify your eSIM is by its ICCID number.

  • Find your ICCID: Log in to your WonderConnect account (app or web) and click "Details" to find the unique ICCID for your travel eSIM.

  • Check ICCID in your Phone Settings: 👉 Go to the step-by-step guide to find where this is located on your device.

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Important: Your eSIM must be ON to see the ICCID.

2. Check the 3 basic settings

Once you are sure you are looking at the correct eSIM, verify these three settings. If you need more help, click the link for your specific device.

iPhone

  • Turn on the eSIM: Settings > Mobile Service > Tap your Travel eSIM > Turn on this line.

  • Select for Mobile Data: Settings > Mobile Service > Mobile Data > Select your Travel eSIM.
    Disable Data Switching.

  • Enable Data Roaming: Settings > Mobile Service > Tap your Travel eSIM > Turn on Data Roaming.

👉 Detailed iPhone Activation Guide

Google Pixel

  • Turn on the eSIM: Settings > Network & internet > SIMs > Toggle your Travel eSIM to ON.

  • Select for Mobile Data: Settings > Network & internet > SIMs > Mobile data > Select your Travel eSIM. Ensure "Automatic data switching" is OFF.

  • Enable Data Roaming: Settings > Network & internet > SIMs > Tap your Travel eSIM > Turn on Roaming.

👉 Detailed Google Pixel Activation Guide

Samsung and other Android devices

  • Turn on the eSIM: Settings > Connections > SIM manager > Toggle the switch next to your Travel eSIM to ON.

  • Select for Mobile Data: Settings > Connections > SIM manager > Preferred SIMs > Mobile data > Select your Travel eSIM.

  • Enable Data Roaming: Settings > Connections > Mobile networks > Data roaming > Enable Data roaming for your Travel eSIM.

👉 Detailed Samsung Activation Guide

Next Step:

If these three settings are correct but you still have no internet, check your APN settings. Missing or incorrect APN is especially common for Xiaomi, Motorola, and Samsung devices.

3. Check the APN settings

Your eSIM's APN is shown in your eSIM details - in the app (open your eSIM > Details) or on the web (log in > open your eSIM). Set your phone's APN to match it.

If the APN field in your device settings is different or empty, you can add it manually and this should solve the connection issue. If the APN is already correct, please proceed to the next troubleshooting step.

iPhone

  1. Go to Settings > Mobile Service > Tap your eSIM.

  2. Go to Mobile Data Network and ensure the APN for mobile data and hotspot are set to the APN from your eSIM details.

  3. If it's different or empty, tap the field APN in Mobile Data and Hotspot and type in the APN from your eSIM details.

Google Pixel

  1. Go to Settings > Network & internet > SIMs.

  2. Tap your eSIM > Scroll down and open Access Point Names.

  3. Check if "data.esim" is set as the APN. If it’s missing or incorrect, tap the + icon.

  4. For Name and APN, type in the APN from your eSIM details and Save the changes.

  5. Select the APN from your eSIM details from the list.

Samsung and other Android devices

  1. Open Settings > Connections > Mobile Networks.

  2. Tap Access Point Names.

  3. Switch to the eSIM / mobile data tab at the top. Check if the APN from your eSIM details is set as the APN. If it’s missing or incorrect, tap the + icon.

  4. In the Name field, type: the APN from your eSIM details. Next, in the APN field, also type: the APN from your eSIM details

  5. Tap the three dots and select Save.

  6. Go back to the Access Point Names list > Select the APN from your eSIM details by tapping it

👉 Detailed guide: How to Check and Set APN Settings

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If you have already connected to the internet using your eSIM, APN settings are likely not the cause of your current issues. The fact that you have been able to connect previously means your configuration is working.

4. Try Selecting a Network Manually

Switching to manual selection allows you to choose a specific partner network that we support in your destination.

Find the List of Supported Networks

Before switching to manual network selection, check which networks we support in your current country:

  • Mobile App: Log in > Tap Details on the home screen.

  • Web Account: Log in > Account > Tap Details on your eSIM view.

  • Look for: "Network Providers" or “Various speeds offered by [number] network operators” to see the list of supported providers.

iPhone

  1. Go to Settings > Mobile Service > Tap your eSIM.

  2. Open Network Selection and turn OFF Automatic.

  3. Wait for the list to appear (this may take a few minutes).

  4. Select a supported partner network from your list.

Google Pixel

  1. Go to Settings > Network & internet > SIMs > Tap your eSIM.

  2. Scroll down and turn OFF "Automatically select network."

  3. Wait for the list to appear and select a supported partner network.

Samsung and other Android devices

  1. Go to Settings > Connections > Mobile Networks > Network Operators.

  2. Switch to the eSIM tab at the top.

  3. Turn OFF "Select automatically."

  4. Wait for the list to appear and select a supported partner network.

👉 Detailed guide: How to Manually Select a Network

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Test the connection: Once selected, try browsing the internet. If it still doesn't work, try a different supported carrier from the list.

5. Try Restarting Your Device

Sometimes, a simple restart can fix connection issues. Follow these steps:

  • Turn your device off completely.

  • Wait 30 seconds.

  • Turn your device back on.

  • Wait a minute or two for your eSIM to reconnect to the network.

  • Try browsing the internet to see if the issue is resolved.

6. Are People Around You Offline?

If you are traveling with family or friends who are also using our eSIMs, you can verify if they are experiencing issues too.

Sometimes, connection issues are related to antenna problems or maintenance breaks on the signal provider's end.

If that's the case, we will always try to inform you ahead of time via SMS.

If none of these steps helped, please reach out to our support team.

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