In this guide 3 sections
Installation and connection are separate stages
First the phone downloads the profile over the internet. Then it needs the correct data-line and order-specific settings before it can register on a supported mobile network. A profile visible in Settings means the download stage happened; a webpage loading with Wi-Fi off is the more useful check that mobile data works.
Before starting, finish the airport Wi-Fi sign-in and load an ordinary webpage. If it won’t load, use hotel Wi-Fi or another steady trusted connection instead. Save the setup email before flying, but leave its installation actions until after arrival.
If the download appears stuck
Keep the phone on the working connection and read the exact message. If it reports an error or the download still doesn’t finish after a few minutes, don’t delete the profile or repeatedly rescan the code. Return to the device installation guide to identify the stage, then contact support if it remains stuck.
There is no useful stopwatch threshold that proves every handset has failed, so give us the elapsed time, exact wording and whether the profile appears in Settings. Those details are more helpful than “it took too long”.
If installation finished but data doesn't work
Choose the travel line for mobile data, leave automatic switching off and use the travel line’s roaming/APN instructions from the order email. Keep home-line data roaming off unless you deliberately want home-carrier roaming, then turn Wi-Fi off briefly and try a simple webpage.
If that test fails, reconnect to Wi-Fi and use the no-service guide. Send any error in text first, keeping a cropped, redacted screenshot ready only if support requests it.
