Shing

Jul 29, 2025

The eSIM worked well when the networks…

The eSIM worked well when the networks were connected. I bought multiple packs for my travel in July (Korea, China, Taiwan and Japan). The network automatically connected when I landed in Korea. And there was no dead zone issue as I was in the city. The next jetpac was for China and Taiwan, and it too automatically switched over to the local network. I didn’t know it “intelligently” switched to the local networks of the country for which you purchased the pack. There was no indication or any mentions in the confirmation email other saying the purchased was a success. I only learned about this “intelligent” auto switch over after contacting an agent via WhatsApp. This is an area that needs improvement to avoid confusion. The next pack that I purchased for Japan was problematic as it didn’t not “intelligently” switched over when I landed in Japan. Needless to say, it was frustrating as I didn’t have any data for directions to the hotel and it was late at night (24:00) due to flight delays. I contacted Jetpac via WhatsApp and was told the pack that I purchased was not assigned to my email account, and yet I received a successful purchase confirmation email. I sent them an image of the confirmation email. I was informed that the issue had been forwarded to a team member and that someone would get back to me within 24 hours. Frustration mounts. I’m aware that it wasn’t the agent’s fault but it was bad customer service for having to wait another 24 hours. I informed her that my reviews on Jetpac will reflect this experience. Finally, she was able to retrieve my purchased and reassigned the pack to my email account. It did not “intelligently” switched over to the local networks of Japan. She directed me to change the APN and got it working. She mentioned not all networks worked seamlessly (auto switch over to local networks). Again, one of the company’s main issue is lack of communication. If they are aware of the connectivity issues (not automatically switching over to local networks with some countries), shouldn’t they advise the customer in advance or assign a new eSIM number for the specific country? At the very least, include relevant information on the bot generated email to the customers. In summary, the connections worked well once established. The lack of communication and spotty customer service is problematic. The fact that you don’t know if you will have connectivity is troublesome as people rely on data for important tasks.