Dual SIM Issue: Aqara Home app stuck at 0% when using two SIMs from the same carrier

Aqara Products
,
1

Hi everyone,

I am having a problem with my Aqara G3 and G5 Pro POE cameras on my Samsung Galaxy S25 Ultra. Please help me.

1. My Setup:

  • Phone: Samsung Galaxy S25 Ultra (One UI).
  • Camera: Aqara G3 (using the Aqara Home app).
  • SIM cards: I use two SIMs from the same carrier (Viettel) at the same time:
    • SIM 1 (Physical SIM): Only for phone calls.
    • SIM 2 (eSIM): Only for 5G mobile data.

2. The Problem:

  • Wi-Fi: Works perfectly. I can watch the camera.
  • Only eSIM active (Physical SIM is OFF): Works perfectly on mobile data.
  • Both SIMs active: The Aqara Home app gets stuck at 0% when loading the video. I cannot see anything.

Is there any way to fix this network bug? I want to keep both SIMs active and use the Aqara Home app with full features.

Thank you!

2

Is this issue only happening when using the Aqara app or maybe also with other apps (like internet browser etc)? It seems like a system issue - like your phone is trying to use the SIM 1 for internet and it’s blocked (or limited to very slow speeds) and it fails.

2 Likes
4

My be there is an conflict on you network from eSIM as having 2 from the same carrier then only one can be used for 4/5G connection you need to check network configuration on you phone.also as @cezary806 sad try navigate or check others apps if they work too or will give you network issue or won’t load at all

1 Like
5

Thank you.
All other applications that use internet data are working normally, including controlling the device via the Aqara Home app. Only the camera connection is failing.

I tried configuring it as the AI ​​instructed, but it didn’t work. The AI ​​concluded that the error was due to the Aqara Home app.

Pls see the video bellow:

6

Streaming connection is different than normal HTTP traffic (so webpages, other features of the Aqara app).

So maybe in this case it may be a combination of specific OS behavior/OS bug and Aqara app bug. In other words: it should work, devs didn’t suspect it wouldn’t work, but it doesn’t in your specific case.

We need the devs to reproduce the bug and say for sure if it’s fixable.

2 Likes
7

Weird did you check your coverage and speed?as it could be that you do not have enough speed to run all those cameras

8

@cezary806 This issue is very inconvenient to use. Do you know how to report it to the developer now?

@coccolino_26 I am sure this is not because of a weak internet connection. The proof is that in the video, when I turn off one SIM, I can watch the stream immediately.

9

Then if works with one e-sim could be that aqara see an conflict when both are enable.you could send an email to aqara support and explain them the issue with the 2 e-sim.

1 Like
10

eSIM off but Physical SIM active, will the video be normal?

11

@Aqara_PM_Donie eSIM off but Physical SIM active: stuck at 0% when loading the video. It seems to only work properly when one SIM is enabled. Pls see the video:

1 Like
12

@Aqara_PM_Donie hello, It seems like you are a PM of Aqara. Could you please raise this issue to the Aqara development team for me? If not, can you share a contact point so I can do it myself?

13

Yes, I am arranging for an engineer to analyze the issue with your device. We may provide you with a new app version for testing. Are you currently using iOS or Android?

1 Like
14

Thank you. I use Android (Samsung s25 Ultra with the latest OneUI version).