If you're having trouble using your phone but you were previously able to connect, your phone may be affected by one of the following events:
- Airplane Mode is on
- Cellular Data is off
- The 3G Shutdown
- A service outage
- Device malfunction
We can help you troubleshoot your device.
Quick Help!
Here are some quick steps to try, that usually resolve the majority of connection problems.
On physical SIM phone lines, you must place a phone call to a regular non-VoIP phone number, after you complete the setup steps. Do not call a WhatsApp or Google Voice number for this step.
Have an eSIM? Have you set up your eSIM as a secondary line? If so, go into your new eSIM phone line and toggle the ENABLE LTE button.
If you're still having problems connecting to the internet, do a quick run-through to check for these three important things:
Airplane Mode is on or Cellular Data is off
Airplane mode and Cellular Data are two settings that are easily accessible, and can sometimes be enabled or disabled by mistake. If your phone suddenly stops working, check to make sure these two settings are correctly configured.
- Airplane Mode should be turned OFF.
- Cellular Data should be turned ON.
Disable Airplane Mode on your Android phone by going to Settings > Network & Internet Settings > Airplane Mode. Turn the Airplane Mode setting to OFF.
On some phones, your Network & Internet settings may be called Cellular, Connections, Mobile Internet, or some other variation.
Disable Airplane Mode on your iPhone by going to Settings. The Airplane Mode toggle is the first option in your Settings application.
The 3G Shutdown
Older network towers are being discontinued. This means if your phone is only compatible with 3G or with Sprint CDMAS it will no longer work. In addition to devices losing support, some very old SIM cards will also become unusable.
GSMA 3G shut down on February 22, 2022. 4G and 5G VoLTE compatible devices remain operable.
All Sprint CDMAS networks (including 3G and 4G) shut down on March 31, 2022, for devices that are non-VoLTE, and June 30, 2022, for devices that are VoLTE compatible.
Click here to learn more about the 3G GSMA shutdown.
Click here to troubleshoot connection problems after the 3G shutdown.
Click here to learn about the CDMAS shutdown.
A service outage or system issue
Occasionally, there may be an issue with nearby network towers. This can occur during a storm or other unforeseen event. If a service outage occurs you'll receive an update by email. Red Pocket Mobile works to maintain direct communication with underlying carriers, to keep you up to date on network issues that may affect your service. If you have a question about your service or connection, please feel free to reach out to our customer support team. Visit redpocket.com/contact-us.
Device malfunction
If your phone is encountering a hardware-related problem, for example, if your device consistently reboots or will not hold a charge, we encourage you to reach out to your device manufacturer for troubleshooting or replacement steps.