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Start Here / Troubleshooting

Troubleshooting

Work through a connection problem

Choose the symptom for practical first checks. This is a diagnostic guide, not a live outage service or a remote repair tool.

7 September 2026 · 1 min read · Independent guidance

Showing all troubleshooting topics.

These checks do not access your device or carrier account. Avoid factory resets or deleting eSIMs before checking simpler causes.

If essential communication cannot connect, use another available means. This is not an emergency service.

Check 01

No service or SOS

  1. Check whether the intended SIM is enabled and airplane mode is off.
  2. Confirm that the service period or account is active through an official channel.
  3. Move to a safe outdoor location and compare another known working device if available.
  4. Check the provider's official status information; do not assume a nationwide outage.
  5. If service loss coincides with an unexpected account-change alert, contact the provider promptly through another connection.

Check 02

Weak indoor signal

  1. Compare the same phone just outside the building.
  2. Check whether Wi-Fi calling is supported and correctly configured, including emergency-address information where required.
  3. Test the rooms where calls matter rather than relying on one map result.
  4. Report repeatable indoor failures with time, device and location to the provider.

Check 03

Slow mobile data

  1. Temporarily separate Wi-Fi and cellular tests, then restore normal settings.
  2. Check usage, plan thresholds and whether only hotspot or video is affected.
  3. Compare another application and repeat at a different time.
  4. Ask the provider about account or local network causes if the issue persists across locations.

Check 04

Calls dropping

  1. Note whether drops happen while moving, indoors or on Wi-Fi calling.
  2. Check supported software and provider calling settings.
  3. Test a stationary call in a different safe location.
  4. Give official support the timing and pattern; avoid repeated calls to emergency services for testing.

Check 05

SMS delayed or missing

  1. Distinguish ordinary SMS from iMessage, RCS and other internet messaging.
  2. Check the selected voice line and whether a number transfer is still pending.
  3. Test with a trusted contact on another network.
  4. Review device-specific messaging registration instructions and escalate routing issues to the provider.

Check 06

5G not appearing

  1. Check the exact device's support and the provider's current coverage information.
  2. Review supported network settings and software guidance.
  3. Compare an outdoor location; LTE may remain the available connection.
  4. Do not disable essential calling features just to force a 5G icon.

Check 07

Physical SIM error

  1. Check the account's active state before assuming hardware damage.
  2. Follow the device manufacturer's instructions for inspecting and reseating the correct SIM.
  3. Do not force the tray or repeatedly guess a SIM PIN.
  4. Use the provider's replacement process if the card remains unrecognized.

Check 08

eSIM activation stuck

  1. Keep trusted Wi-Fi available and note the exact error.
  2. Identify whether download, installation, registration or number transfer is pending.
  3. Do not delete the working profile or repeatedly reuse an old QR code.
  4. Ask the provider to check provisioning and issue the appropriate recovery instructions.

Check 09

Wi-Fi calling fails

  1. Check that the exact phone and service support the feature.
  2. Confirm official setup, including emergency-address details where required.
  3. Check whether the Wi-Fi network itself has internet access.
  4. Compare another trusted connection and ask the provider about account provisioning if needed.

Check 10

Roaming does not work

  1. Confirm destination and roaming eligibility for the exact plan.
  2. Check the chosen data line and provider-recommended roaming settings.
  3. Review whether an option needs activation or a usage condition has been reached.
  4. Use official travel support before making advanced network changes; ships and aircraft may need separate terms.

Keep the scope of a fault clear

An incident can be widespread, regional, local, device-specific or account-specific. This guide does not confirm that any provider has a current outage. Record the time, place and failed task, then use official support for account investigation.

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