TABLE OF CONTENTS

• Contact SIMETRY Support
• eSIM issues and troubleshooting
  • Check your plans
  • If you cannot set up your eSIM
  • If you do not see one or both cellular plans
  • If you do not see your eSIM plan
  • If you do not see your nano-SIM card plan
  • Contact SIMETRY
• If you see No Service, Searching, or SOS on your iPhone or iPad
  • If you see SOS or SOS only
  • Restart your iPhone
  • Check for a Carrier Settings update
  • Turn your cellular line off and back on
  • Reset your Network Settings
  • Update your iPhone
• Alert messages
  • If you see a Cellular, or Ultra-Wideband message after an iOS update or restart.
  • Learn more about these messages
  • Cellular Issue Detected
  • Ultra-Wideband Issue Detected
  • Learn more

Contact SIMETRY Support

Our support team is available 24/7 to assist you with any cellular connectivity issues.

1. You can email us via support@simetry.com.
2. Call us at our dedicated BallerTV line 1- 833-225-5881.
3. Contact your account manager Grant Jefferson via gjefferson@simetry.com or 1-713-275- 4132.

eSIM issues and troubleshooting

If Dual SIM with eSIM isn't working on your iPhone, or you can’t set up your eSIM, learn to fix any issues you might encounter when using Dual SIM with an iPhone XS, iPhone XS Max, iPhone XR, or later model that features a nano-SIM card and an eSIM or two eSIMs.

Check your plans

• Your iPhone must be unlocked, or both cellular plans must be from the same carrier.
• Both plans must be set up and ready to use.
• The carrier or carriers must support Dual SIM with eSIM.
• If a CDMA carrier provides your first SIM, your second SIM will not support CDMA. Contact SIMETRY for more information.

If you cannot set up your eSIM

• Check with SIMETRY to see if your iPhone plan is eligible for Dual SIM service.
• Make sure that your carriers support coverage in your area and that there are no service outages.
• Make sure that your cellular plans are set up, ready to use, and do not have a billing-related blockage.

If you still cannot set up your eSIM, contact your SIMETRY for support.

If you do not see one or both cellular plans

You should see both of your plans when you go to Settings > Cellular or Settings > Mobile Data. Here is what to do if you do not.

If you do not see your eSIM plan

1. Follow the steps to set up your cellular plan with eSIM.
2. Open the Control Center and make sure that both of your carriers appear in the status bar.

If you do not see your nano-SIM card plan

Make sure that your nano-SIM card is seated properly in the SIM tray:

1. Remove the SIM tray and inspect the SIM cards for signs of damage or corrosion.
2. Remove your SIM card from the SIM tray, then put the SIM card back.
3. Make sure that you close the SIM tray completely so that it is not loose.
4. Open the Control Center and make sure that both of your carriers appear in the status bar.

If the nano-SIM card does not work, if it does not fit or is bent, or if you see "Card is not compatible with LTE" on your iPhone, contact your carrier for a new nano-SIM card.

Contact SIMETRY

Issues with your carrier or account might affect your service. Contact SIMETRY to:

• Verify that your account is active and in good standing.
• Make sure that there are no outages in your area.
• Check that your device is not blocked from receiving cellular services and is set up with the right data plan.
• Activate a replacement cellular plan on your device.

Only SIMETRY can access and manage details about your account.

If you see No Service, Searching, or SOS on your iPhone or iPad

If you see “No Service” or “Searching” in the status bar on your iPhone or iPad (Wi-Fi + Cellular), your device is not connected to a cellular network. If you see “SOS” or "SOS only" in the status bar, your device can still make emergency calls.

Check your coverage area.

• Make sure that you are in an area with cellular network coverage.
• Turn cellular data off and then back on again. Go to “Settings,” then tap “Cellular” or “Mobile Data.” If you are using an iPad, you might see Settings > Cellular Data.
• If you are traveling internationally, make sure that your device is set up for data roaming. Go to Settings > Cellular > Cellular Data Options > Data Roaming.

If you see SOS or SOS only

If you see “SOS” or "SOS only" in the status bar, your device is not connected to a network, but you can still make emergency calls. This feature is available in Australia, Canada, and the United States.

Restart your iPhone

Restart your device. If you are not sure how to do this, follow these steps to restart your iPhone.

Check for a Carrier Settings update

To manually check for and install a carrier settings update:

1. Make sure that your device is connected to a Wi-Fi or cellular network.
2. Tap Settings > General > About. If an update is available, you will see an option to update your carrier settings.
3. To see the version of carrier settings on your device, tap Settings > General > About and look

next to Carrier.

If you insert a new SIM card into your iPhone or iPad, you need to download the carrier settings for your new carrier.

Turn your cellular line off and back on

Go to Settings > Cellular and check to see if your cellular line is turned on. If your cellular line is off, turn it back on. Then check to see if you have service.

If you do not see your cellular line in Settings > Cellular, you should set up an eSIM.

Reset your Network Settings

Go to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings. This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you have used before.

Update your iPhone

Update your iPhone or iPad to the latest version of iOS or iPadOS.

Alert messages

If you see an alert next to No Service, learn what you can do.

If you see a Cellular, or Ultra-Wideband message after an iOS update or restart.

If one of these messages appears, iOS or iPadOS diagnostics detected an issue on your iPhone or iPad that might require repair.

Learn more about these messages

If a red badge with a number appears on your Settings app icon:

1. Open the Settings app.
2. Tap the message to learn more about it.

Cellular Issue Detected

If this message appears, there was an issue updating the cellular communication features of your iPhone or iPad. Your device cannot make or receive calls or text messages or access cellular data.

Ultra-Wideband Issue Detected

If this message appears on iPhone models that support Ultra-Wideband, there was an issue updating the Ultra-Wideband feature of your iPhone.

Learn more

1. This uses Dual SIM Dual Standby (DSDS) technology, which means that both SIMs can make and receive calls.
2.  Or if you are using iOS 12, update to iOS 13 or later to receive calls when you are using your other number.
3. If data roaming is on for the number that uses cellular data, then Visual Voicemail and MMS will be disabled on your voice-only number.
4. Your data line switches automatically for the duration of your call. This cellular-data switching will not work if you are currently using Data Roaming.