🛠️Troubleshooting

Questions about Three UK SIM card

My data isn't working....

1. Check that you have Data Roaming & Mobile Data turned on in your device settings 2. Make sure that you have changed your APN settings to match the following : - Name : 3 - APN : three.co.uk - Username : (leave this field blank) - Password : (leave this field blank) - MMSC : http://mms.um.three.co.uk:10021/mmsc - MMS Proxy : mms.three.co.uk - MMS Port : 8799 - APN Tyle : internet + mms

3. Restart Your Phone

I am having trouble making calls/sending text messages...

This SIM only comes with : - Calls & texts to UK landlines and mobiles whilst in the UK - Calls & texts to any of the covered European country numbers whilst in any of the covered European countries It does not come with calls or texts whilst your outside of any of the covered EU/UK countries listed. You will be able to use it in the 'other' countries listed below in 'Coverage' however it will be data only! If you try to make a call outside of these 👆parameters, you will receive a message advising you to top-up. You can ignore this message but you will not be able to place the call or send the text. If you are within the above parameters, make sure you have the correct country code in front of the number that you're trying to call. You can find a list of country codes here. We highly recommend using data applications like FaceTime, WhatsApp, Facebook Messenger, Viber or Skype to make calls and texts to Australia or the USA

My data is still not working!

If it's still not working, then you will need to manually switch network providers through your device settings : Apple : settings > mobile > network selection > disable automatic > (when networks populate select one) > restart your phone Android : settings > connections > mobule networks > network operators > search networks manually > (when networks populate select one) > restart your phone You can try each and all of the available networks that pop up. If your device settings are different to the ones above, explore your settings until you find Network Selection or Network Operators. A quick Google search will also point you in the right direction!

"No Service" or no 3UK SMS received

If you've inserted the SIM into your phone and you didn't get any of the 3UK SMS or it says 'No Service', you will have to manually select a Network through your settings. Apple : settings > mobile > network selection > disable automatic > (wait for networks to begin to populate) > select one > restart your device Android : settings > connections > mobile networks > networks operators > search for networks manually > (wait for networks to begin to populate > select one > restart your device You can try and all of the available networks that populate. Just a heads up - if a selected network doesn't connect on the first try, you might need to click on it a couple of times!

No SIM

1. Take the SIM out, reinsert and restart your device 2. Try the SIM in another phone 3. If you receive a message saying 'No SIM' in two different phones, reach out to us for help!

I've tried all of the above and it's still not working!!

If you've followed the above steps and you step cannot get things up and running, please reach out to us at [e-mail] with the following information : - Which SIM do you have - Where are you currently located - When did you activate your SIM and what happened during activation - Have you followed all of the above activation and troubleshooting steps? - Did you receive your new number via SMS? If so, what is it? - Please attach a screenshot of your mobile network settings, your APN settings with the WiFi turned off and your mobile data turned on, and a screen shot of your data balance. **We will need all of the above information in order to help get you up and running as quickly as possible!

Traveling to a new destination can be both exciting and challenging, especially when you rely on a Travel SIM card to stay connected. There may be times when you insert your Travel SIM into your phone, enable Data Roaming, and find that your phone still shows no signal. Here’s a step-by-step guide to help you troubleshoot this issue and get your connection up and running.

Step 1: Change Your Location

Upon arrival at your destination, if your phone shows no signal after inserting your Travel SIM and enabling Data Roaming, the first thing to try is changing your location. Airports can sometimes have poor signal reception due to their structure and the presence of interference.

• Action: Move to a different part of the airport or step outside to see if the signal improves.

Step 2: Leave the Airport

If changing your location within the airport doesn't help, the next step is to leave the airport premises. Sometimes the signal strength can improve significantly once you're outside.

• Action: Once you’ve left the airport, check your phone again to see if the signal appears.

Step 3: Toggle Airplane Mode

If there is still no signal after leaving the airport, toggling Airplane Mode on and off can sometimes reset your phone’s network settings and help establish a connection.

• Action:

  1. Enable Airplane Mode on your phone.

  2. Wait for about 10-15 seconds.

  3. Disable Airplane Mode.

This action forces your phone to search for available networks again, which can often resolve signal issues.

Step 4: Check for Package Activation Issues

If you have followed the steps above and still have no signal, it may indicate that there is an issue with the activation of your SIM card package.

• Action: Contact our customer support team for assistance. There could be a problem with the activation process of your Travel SIM package, and we may need to replace your SIM card.

Additional Check: Verify Your Number and Plan Details

If your phone does have a signal, it's important to check the details of your Travel SIM package. Upon successful connection, you should receive an SMS with your new phone number and the details of your plan.

• Action:

  1. Open your SMS inbox.

  2. Look for a message from your Travel SIM provider.

  3. Verify the phone number and the details of the plan you purchased.

This message will confirm that your SIM card is active and will provide you with essential information about your number and data plan.

Conclusion

Travel SIM cards are designed to make your travel experience smoother by keeping you connected. However, technical issues can sometimes occur. By following the steps above, you can troubleshoot common signal problems and get back online quickly. If these steps do not resolve the issue, our customer support team is ready to help you get a replacement SIM card or further assistance.

Stay connected and enjoy your travels!