If you are experiencing issues with your eSIM or connecting to a network to use data. Please follow the below guide on raising a fault with us.
Checks before Raising a Fault
Before logging the fault, please check the following:
Check your device - The first step is to check your device to make sure that the eSIM is properly installed and activated. Consult your device manual or our FAQ's section where the knowledge base provided is likely to help you resolve the issue on your own.
Check for updates - Make sure that your device is running the latest software and firmware updates. Updates can sometimes fix issues with eSIMs.
- Check Data Roaming - The installed eSIM requires data roaming to be enabled. This is best combined with disabling data roaming on the device primary SIM.
- Check FAQ and Troubleshooting - There is a section within our FAQ dedicated to common issues that arise. We try to detail how to resolve some of these most common issues here.
Raising a Fault
Contact us - The first step is to contact us directly. This can be done through our help centre using our chat bot. If the chat bot cannot solve the issue for you, a support ticket will be raised to our customer service team on your behalf by the bot. Please explain the problem you're experiencing and what you would like us to do to resolve it.
Acknowledgment - You will receive an automated email stating that we have successfully received your ticket.
Wait for resolution - We will investigate the fault and work to resolve the issue. Be patient and allow adequate time for us to investigate and resolve the issue.
Resolution - Once we have investigated the issue, a resolution will be offered. This may include offering a full or partial refund, replacement eSIM, or an alternative suggestion if the issue is not eSIM related. The resolution will be fair and reasonable based on the circumstances of the complaint.