1. Help Center
  2. IMPORTANT UPDATES

Connection issues on CDMA

Red Pocket Mobile is aware of some connection issues resulting from the upgrade of CDMA 5G. We are in communication with our underlying carrier’s technical teams to resolve the problem.

Please complete the following steps to rule out any other, unrelated issues: 


Please make sure your phone is a VoLTE compatible phone

In addition to the recent 5G upgrade, 3G for CDMA has begun shutting down. This means, devices with 3G only will not work. Devices with VoLTE must enable VoLTE to function. Please click here to learn how to enable VoLTE. 


Please make sure your account has an available balance

If your account does not have enough minutes, text messages, or data messages available, you’ll have trouble using your service. Login at redpocket.com/my-lines to upgrade your line balances. 


Please reboot your device and remove / reinsert your SIM card

This step is important, though it may seem simple. Please turn your phone off, remove the SIM card, reinsert the SIM card, and then turn your phone back on again. Make sure to power your device off completely. 

Pressing the power button a single time may simply put the phone screen to sleep. On most devices you’ll need to press and hold the power button until Power Down and Reset options appear. 

 


Submit your account information for our investigation 


If you have a compatible phone, an available account balance, and have completed the above troubleshooting steps, but you are still experiencing issues with your service (including being unable to call, text, access the internet, or access voicemail messages), please submit information to us using the form below. 

Please provide your line’s phone number, device’s MEID Number, and a brief description of the issue you’re experiencing. Your account will be included as part of a larger investigation into this connection issue. 

We apologize for the inconvenience and appreciate your patience while we work to resolve this problem. 

Thank you for being a Red Pocket Mobile customer. All affected customers will be notified once the issue has been resolved or if additional steps need to be taken.