Ik heb signaal maar geen internet
Usually the phone is still using your home line for data, or the APN is not set. Set mobile data to the eSIM line, turn off automatic data switching, and check the APN matches the one on your order page (normally `internet`). Then toggle airplane mode once.
Full signal bars showing, yet every app just spins and never loads. This is a very common symptom right after installing a new eSIM, and almost every time it is not a problem with the plan or the eSIM itself, but because the phone has not actually been set to use the eSIM's data line, or some setting is quietly conflicting with another. Most of the time this is something you can fix yourself on the device, without waiting for anyone's help.
This page runs from the most common cause down to the least, with a check for each point along the way. If you have tried everything and it still is not working, keep notes on what you already checked, then contact us on LINE or by email so we can look further. We will not state a speed or a quality level the network should deliver, since that depends on the network operator in that country and the conditions where you are standing at that moment, not a fixed figure that can be promised in advance.
Cause number one: the phone is still using your home line for data
When you install an eSIM into a phone that already has a home SIM, most devices keep the existing line set as the data line and do not switch automatically to the new one. The result is signal showing from both lines, while the actual data traffic still travels over the home line, which may have no data allowance left or have roaming turned off, making it look like there is no internet at all despite full signal bars.
Automatic data switching can silently pull you back to the old line
Many devices carry an option to automatically switch to another line when the primary line loses signal or runs out of allowance. This feature is useful for genuine dual-number use, but with a travel eSIM it often flips the phone back to the home line without you noticing, especially if that home line is still active. Turn this option off while using the eSIM so the phone does not switch lines on its own.
The APN does not match what is listed on your order page
The APN tells your phone which data gateway on the network to connect through. If this value is wrong or blank, the phone will show signal but send no data through at all. Some devices set this automatically when installing an eSIM, while others require typing it manually into the mobile network settings. Open your order page and compare the APN listed there against what is set on the phone, character for character, including case.
Forgetting to turn on cellular data or roaming for the eSIM line
Each line on the phone carries its own data toggle, separate from the device-wide toggle. If the overall switch is on but the specific eSIM line's switch is off, you will get signal but no data regardless. Some devices also carry a separate roaming toggle per line. If you are using the eSIM abroad, check that both the data toggle and the roaming toggle for that line are turned on.
Network mode settings or certain apps can interfere
Certain apps, such as a VPN or anything that directly manages network routing, can intercept the data path so that everything else is set correctly and it still does not work. If you have an app like this installed, try disabling it temporarily and test again. Some devices also carry a network mode option, such as restricting to a specific band, which if set too narrowly can prevent connecting to the network in that country at all.
Toggling airplane mode is the reset that works most often
After adjusting every point above, turn on airplane mode briefly and then turn it off. This forces the phone to reconnect to the network entirely from scratch, which usually makes the settings you just changed actually take effect on the next connection. If one toggle does not fix it, restart the entire device once more to be sure.
Check whether the plan's data allowance still has balance or has run out
Sometimes the signal-with-no-internet symptom happens simply because the plan's data allowance has run out, not because of any setting at all. Open your order page or the balance check page in your account to see whether allowance remains. If it has run out, there will be no internet no matter how correctly everything else is set.
Battery saver or low power mode can block apps from using data in the background
Many devices carry a low power mode that restricts apps from running in the background or from using mobile data while the screen is off. This is useful for battery life, but it can occasionally limit the very app you have open in front of you, especially if the device has been set to throttle the eSIM line's data specifically. The result is that even with the data line set correctly, an app can still load slowly or fail to load at times, because the system is quietly restricting usage behind the scenes.
If low power mode is suspected as the cause, try disabling it temporarily and reopen the app to test again, or look for a menu that allows specific apps to use mobile data even while low power mode is on. The exact location of this menu varies by manufacturer and OS version, just like every other point in this page; there is no single menu name shared across every device.
A device that just received an OS update may need the eSIM line reconfirmed
An OS update can sometimes reset certain network settings back to default, including inadvertently switching the data line back to the home SIM. If this symptom appears right after an update, when the eSIM's data was working fine before, go back through every point from the start again, especially the primary data line and the roaming toggle, since there is a good chance the update reverted a setting you had previously configured.
Similarly, if the eSIM was just transferred from an old device or just installed on a device that already carried another eSIM, check that the newly installed line is the one actually selected as the data line, not an older line that may still linger in the list. Some devices keep an old eSIM entry listed even after it has been removed, making it easy to select the wrong line if the names are not checked carefully.
In some countries or areas, network factors we cannot know in advance may play a part
If everything on the device has been checked and it still does not work, it is possible that a factor sits on the network side in that area at that time, such as local congestion or area-specific network conditions. We have no advance information on this and cannot state a figure or make any promise on behalf of the network operator in that country. What can be done is trying a different spot where signal might be stronger, such as near a window or in an open area, and testing again.
Common causes compared with the fix
| Observed symptom | Waarschijnlijke oorzaak | First fix to try |
|---|---|---|
| Full signal but nothing loads at all | Data line still pointed at the home SIM | Switch the data line to the eSIM in settings |
| Worked briefly then dropped back to no internet | Automatic data switching pulled it back to the old line | Turn off automatic data switching |
| No internet from the moment installation finished | APN mismatched or left blank | Enter the APN to match the order page exactly |
| Worked at home but no internet once abroad | Roaming for the eSIM line still turned off | Turn on roaming specifically for the eSIM line |
| Worked normally, then stopped right after an OS update | The update reset the data line back to the home SIM | Set the data line back to the eSIM again after the update |
| Some apps load, others do not, despite full signal | Low power mode is throttling background data for some apps | Turn off low power mode temporarily and test again |
Troubleshooting steps in the order worth trying
- 1Set mobile data to the eSIM lineGo into mobile network settings and select the eSIM line as the primary data line directly.
- 2Turn off automatic data switchingIf the device has this option, disable it while using the eSIM to stop the phone switching lines on its own.
- 3Check and enter the APN to match the order pageCompare character by character, including capitalisation.
- 4Turn on the data and roaming toggles for the eSIM lineCheck both the device-wide toggle and the toggle specific to that line.
- 5Toggle airplane mode on then offForces the phone to reconnect to the network entirely afresh.
- 6Check remaining data balance on the order pageIf the allowance has run out, there will be no internet regardless of any other setting.
Checklist before contacting support
- Data line set to the eSIM
- Automatic data switching turned off
- APN checked to match the order page exactly
- Data and roaming toggles for that line turned on
- Airplane mode toggled on and off
- Remaining balance checked on the order page
If everything above is checked and it still fails, contact us with the details
If everything has been tried and there is still no internet, contact us on LINE, by email, or by phone at 089-942-0818 / 088-521-6848, mentioning the phone model, the OS, and which points above you have already checked. That helps us look into it faster and more precisely. We take messages around the clock, every day — late at night Thailand time a reply can take a little longer.
Veelgestelde vragen
Why is signal full but the internet does not work at all?+
Most often the phone still has data set to the home SIM, or the APN does not match what is listed on the order page. Check both of these first.
Do I always have to enter the APN manually?+
Not always. Some devices set it automatically when installing the eSIM, while others require entering it manually. Open mobile network settings and compare against your order page to be sure.
Do I need to disable my home SIM entirely for the eSIM to work?+
No. Simply set the data line to the eSIM. The home SIM can stay active for calls or messages as normal, just do not let it also serve as the data line at the same time.
Why does it work at home but not once I am abroad?+
This usually happens because roaming for the eSIM line specifically has not been enabled, since that toggle is separate from the general data toggle. Go into settings and enable roaming for that specific line.
I have tried everything and it still does not work. What next?+
Contact us on LINE or by email, stating the phone model, the OS, and everything you have already checked. We will help look into it further from there.
Is this issue related to network speed or quality in a given area?+
It can be a factor in some cases, but speed and signal quality depend on the network operator and conditions at that moment, which is not something we set or can guarantee in advance. Check the settings in this page first.
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