Start with three simple checks
- Voice: Select the new line for calls, then make a normal call to someone you know and ask them to call you back. Check that the number they see is the one you expected.
- SMS: Use a simple text to someone you know rather than using a bank verification message as a test. Confirm you can receive a reply. Check that your messaging app did not silently send it as an internet message.
- Mobile data: Select the new line for data, disconnect Wi-Fi briefly and try opening a site. Restore your normal Wi-Fi and SIM settings afterwards.
On a dual-SIM phone, confirm that the line is turned on. Compare the account and activation status in the e& app or with e& support. If the phone shows no service, follow the device maker’s basic checks, such as briefly turning Airplane Mode on and off and checking for carrier settings updates. Do not delete an eSIM or discard an old SIM as a first step.
Tell support exactly what failed
For example: “New line activated this morning; mobile data works with Wi-Fi off, but incoming and outgoing calls fail at home and outdoors.” Record the device model, SIM type, location, time and exact error. Do not send a screenshot showing an eSIM QR code, security prompt or account credentials.