If your eSIM isn’t working as expected — don’t worry!
Most setup issues can be solved in under five minutes by checking your data settings, refreshing your device, or updating your APN.
This guide covers the most common issues for both UK SIM/eSIM and Global eSIM setups.
🚫 “No Service” or “Unable to Activate”
Possible Cause:
eSIM not fully installed
Old SIM still active
Airplane mode or network conflict
Quick Fix:
Restart your phone.
Go to Settings → Mobile Data (iPhone) or Settings → Network & Internet → SIMs (Android).
Ensure your CyberTel UK eSIM is switched ON.
Remove your old SIM or disable any inactive profiles.
If you still see “No Service,” toggle Airplane Mode ON/OFF twice.
📶 eSIM Installed but No Network
Possible Cause:
Device didn’t register the eSIM profile properly
Temporary network handover delay
Quick Fix:
Go to Settings → Mobile Data → SIMs.
Turn your eSIM Off, wait 10 seconds, then turn it On again.
Restart your phone.
If still not connecting, go to Network Selection → Turn Off Automatic and manually choose a network (e.g. EE, O2, Vodafone, Three).
💬 The Global eSIM can connect to all 4 UK networks — switching manually often fixes the issue instantly.
❌ QR Code Not Working / Invalid QR
Possible Cause:
Scanned incorrectly
QR already used
Weak internet connection during setup
Quick Fix:
Check you’re connected to WiFi.
Brighten your screen or print the QR code and rescan.
If it still fails, contact us to reissue your eSIM — we can send a new activation link within minutes.
💡 Each QR code can only be used once per device — it won’t reinstall if previously scanned.
📞 Number Missing in Settings
Possible Cause:
iPhone hasn’t refreshed your ported number yet
Quick Fix (iPhone):
Go to Settings → Phone → My Number
Enter your correct number manually.
Go to Settings → Messages → Send & Receive
Make sure your number is selected.
Go to Settings → FaceTime
Check your number is showing there too.
Restart your iPhone.
💬 Apple may take up to 7 days to update your iMessage/FaceTime number automatically — we can refresh it sooner if needed.
📱 eSIM Showing “Inactive” or “Not Allowed”
Possible Cause:
Device locked to another network
eSIM deactivated after failed installation
Quick Fix:
Check your device is unlocked.
Go to Settings → General → About → Network Provider Lock.
It should say No SIM restrictions.
If locked, contact your old network to unlock it (usually takes 24–48 hours).
If unlocked but still inactive, contact CyberTel to reissue your eSIM.
🧼 Recommended Refresh Steps (if all else fails)
Try this “soft reset” sequence:
Delete the eSIM profile.
Restart your phone.
Reinstall the eSIM using your original QR code (or a new one if reissued).
Set the correct APN (data00.telnyx).
Enable Data Roaming.
💡 90% of connection issues are fixed by reinstalling the eSIM and correcting the APN.
🧠 FAQs
Q: Will reinstalling my eSIM delete my number?
A: No — your number stays linked to your account. You’re just refreshing the data profile.
Q: Do I need to delete my old SIM?
A: Yes — if you switched from another provider, remove the old SIM to prevent conflicts.
Q: My data worked yesterday but not today — why?
A: You may have reached your data limit. Check your allowance in My Account → My eSIMs.
Q: Can I use VPNs or hotspot on the Global eSIM?
A: Yes — both are supported on all plans.
💬 Need Help?
If you’ve tried everything above and still have issues, our team can refresh or reissue your eSIM in minutes.
We’re available 7 days a week (6am–10pm UK time):
📞 0330 038 3852
✅ Next Step
Still having network issues abroad?