If your plan includes a data allowance but you cannot access the internet, please check these three common causes in order:
1. Check Your APN Settings
The Access Point Name (APN) tells your phone how to connect to our data network. These settings can sometimes be erased if you switch handsets or update your phone's software.
The Fix: Please refer to our Data Settings Guide to ensure the correct APN details are entered into your device.
2. Check Your Data Usage
You may have reached your inclusive data limit for the current billing cycle.
How to Check: Log in to your Online Dashboard or email support@onsim.uk for a status update.
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Your Options:
Upgrade: If you need more data immediately you can do this on the online dashboard or by emailing our support team to request a plan upgrade.
Wait for Reset: If you choose not to upgrade, your allowance will automatically reset on your monthly anniversary date (the day your bill is issued).
3. International Roaming Restrictions
If you are currently abroad and data is not working:
Check the Zone: Ensure you are in our "Roam Like at Home" zone (UK, EU, USA).
Outside the Zone: If you are traveling elsewhere, data is blocked by default to prevent high charges.
Request Access: To enable roaming in other countries, email support@onsim.uk. We will provide you with the specific rates for that destination and you will then need to complete the roaming authorisation form to request authorisation to lift the block.
Still Need Assistance?
If you have verified your APN settings and confirmed you have data remaining but are still offline, please reach out:
Email: support@onsim.uk
Details to Include: Please let us know your current location and the model of the device you are using.