eSIM IO Unlimited Japan Package Does Not Support Proper 5G Speeds

Last night, I purchased an unlimited internet package for Japan through eSIM IO. However, from the moment I started using the package, the connection would not properly connect to 5G, and the speed was so low that the service became almost unusable. Both download and upload speeds remained around 1 Mbps. Interestingly, when I purchase and use a 5 GB package on the exact same line, I can connect to 5G without any issues, which clearly shows that the problem only occurs with the unlimited package.

After experiencing this issue, I contacted the eSIM IO support team through WhatsApp. At first, they appeared willing to help, but later they began insisting that the problem was not caused by their service and instead implied that the issue was somehow my fault. They also suggested that my statements were inconsistent and communicated with me in a very rude and scolding manner. At this point, they are no longer responding to my messages at all.

I cannot use the so-called unlimited package in the way it was advertised, with proper 5G access and normal internet speeds. For this reason, I request a refund for the unlimited package I purchased. After receiving the refund, I would prefer to continue using the limited packages instead, since those work properly with 5G connectivity.

I also expect a clear technical explanation regarding the issue I experienced and believe the company’s communication style toward customers should be handled in a much more respectful and professional manner.