Pocket eSIM Not Working in Cologne Germany

I purchased the “Euro 5 GB / 30 Days” package through Pocket eSIM for use in Cologne, Germany. I purchased the package on January 30 and tried to use it on my iPhone 15 on January 31. Although the eSIM appeared as “active” in the app, it provided no internet connection whatsoever. There was no LTE, 4G, or 5G access, and my data usage remained at zero. Even though all of my settings were correct, the eSIM never connected to an actual local carrier. The network selection only showed “Pocket eSIM,” and no data session was ever established. In short, I was sold a service that appeared to be active but simply did not work.

I would also like to provide the ICCID information for the eSIM I used, but for security reasons, I am only disclosing the last digits here. I am referring to the eSIM with an ICCID ending in …5862. This is also not the first time I have experienced a problem with Pocket eSIM. I was previously affected by a similar issue. Despite the company apparently being aware of these problems, I have experienced the same issue again, and reaching the support team is extremely difficult. Although I contacted them repeatedly through the app, I received no response and my issue was never addressed.

The inconvenience I experienced was not limited to the cost of the eSIM. Because I had no internet access, I went all the way to the door of the Airbnb I had booked, but I could not contact the host and was unable to enter the property. I was therefore forced to find another hotel at the last minute and had to pay an additional €50. All of this happened because of Pocket eSIM’s non-working service and its difficult-to-reach, unresponsive customer support.

I want to make it clear that, despite everything I experienced, I am not even asking for compensation for the additional financial loss I incurred. However, I strongly believe that Pocket eSIM has no right to charge customers for a service that does not work. Leaving a customer stranded in a foreign country, standing outside their accommodation without internet access and with no way to get help, is an unacceptable way to provide a service.

Because of Pocket eSIM’s approach to this issue, I was forced to deal with the same problem again and was once again left without a working service. I am sharing this complaint so that other customers do not experience the same situation. Pocket eSIM needs to take responsibility for the service it provides and for its inaccessible customer support, and it needs to take the necessary steps to prevent similar problems from happening again.