Troubleshooting your phone after the 3G shutdown

Red Pocket Mobile is working hard to resolve issues related to the 3G shutdown. The steps in this FAQ can take between 15 to 20 minutes to go through completely. Please do not skip a step.

We want to set the proper expectations. Many of our customers find that these troubleshooting steps resolve their connection problems! Unfortunately, however, a significant number of our customers are finding that, after completing all possible troubleshooting steps, the best solution is to switch networks or upgrade their device. If you have any questions or want some help with these troubleshooting steps, dedicated support representatives are standing by.

Please click on "Update your software" below, to get started. 

The 3G shutdown affects all phones that are not VoLTE capable. Most phones that have 4G or 5G access will also have VoLTE functionality. Check your phone's settings to see if your phone is VoLTE capable, but first, a software update may be necessary.

For some phones, a firmware update was released to give the phone VoLTE capability, but you'll need to download that firmware update. Follow the steps below to see if your phone requires a software update. 

Update your Android phone's software

As a precaution, back up your device's data. Connect your phone to its charger. It's best to complete a backup and an update while your device is plugged in and charging. 

Step 1: Tap on your phone's Settings. 

Step 2: Tap on "About Phone". 

Step 3: Tap on the "Check Updates" button and wait to see if you have any available software updates for your phone. If not, you'll see a message that lets you know your phone is up to date.

Step 4: Download and install any available updates. 

Important:
Now is a good time to try your connection again. If your phone is still not working to call, text, or connect to the internet, continue to the next troubleshooting step.

The 3G shutdown affects all phones that are not VoLTE capable. Most phones that have 4G or 5G access will also have VoLTE functionality. Check your phone's settings to see if your phone is VoLTE capable, but first, a software update may be necessary.

For some phones, a firmware update was released to give the phone VoLTE capability, but you'll need to download that firmware update. Follow the steps below to see if your phone requires a software update. 

Update your iPhone to the latest software

As a precaution, back up your device's data. Connect your phone to its charger. It's best to complete a backup and an update while your device is plugged in and charging. 

Step 1: Tap on your phone's Settings.

Step 2: Tap on General.

Step 3: If an update is available, you'll see "Download and Install". If not, you'll see a message that lets you know your phone is up to date. 

Step 4: Tap "Download and Install" and wait for the phone to update. 

Important:
Now is a good time to try your connection again. If your phone is still not working to call, text, or connect to the internet, continue to the next troubleshooting step.

Now that your phone has been updated to the latest software and/or firmware, check to see if your phone has VoLTE capability. This is the quickest way to confirm that your phone will remain operable after the 3G shutdown.

If your phone has VoLTE capability, you must then enable VoLTE to keep the phone running after the shutdown. VoLTE will be used for calling and texting going forward. 

Steps for Android Phones

Step 1: Tap on your phone's Settings.

Step 2: Tap on Network & Internet.

This section may also be called "Connections", "Mobile Internet" or "Internet".

Step 3: Tap on Call.

This section may also be called "Calling", "Call Settings" or "Phone". 

Step 4: Tap on the VoLTE setting to enable it. 

If you do not see any settings for VoLTE, your phone is probably not VoLTE compatible and as a result, will not work after the 3G shutdown. You'll need to buy a new phone that is VoLTE compatible. Red Pocket Mobile offers affordable, certified pre-owned Android phones and new iPhones. Visit redpocket.com/shop/specials to take a look at our available devices.

Important:
Now is a good time to try your connection again. If your phone is still not working to call, text, or connect to the internet, continue to the next troubleshooting step.

Now that your phone has been updated to the latest software and/or firmware, check to see if your phone has VoLTE capability. This is the quickest way to confirm that your phone will remain operable after the 3G shutdown.

If your phone has VoLTE capability, you must then enable VoLTE to keep the phone running after the shutdown. VoLTE will be used for calling and texting going forward. 

Steps for iPhones: 

Step 1: Tap on your phone's Settings.

Step 2: Tap on Cellular.

Step 3: Make sure Cellular Data is set to the ON position. 

Step 4: Tap on Cellular Data Options.

If you're using a newer, dual SIM phone, you may instead need to tap on your phone number under the CELLULAR PLANS section. 

Step 5: Tap on Voice & Data.

Step 6: Tap on the LTE, VoLTE On option to enable it.

You will see a checkmark next to this section once it is enabled.

If you do not see any settings for VoLTE, your phone is probably not VoLTE compatible and as a result, will not work after the 3G shutdown. You'll need to buy a new phone that is VoLTE compatible. Red Pocket Mobile offers affordable, certified pre-owned Android phones and new iPhones. Visit redpocket.com/shop/specials to take a look at our available devices.

Important:
Now is a good time to try your connection again. If your phone is still not working to call, text, or connect to the internet, continue to the next troubleshooting step.

So, your phone is VoLTE capable and you've updated your software to the latest version. If you're still having connection problems, make sure your online account has the proper IMEI number assigned.

Log in at redpocket.com/my-lines and click on your phone line. Is your account status Active? Do you have minutes, text messages, and data available? Okay, great. 

Next, click on the SUMMARY tab. Check your IMEI number to make sure it matches the one on your device.

How to find your phone's IMEI or MEID number

Step 1: In your phone's Settings, scroll to the bottom of the list and look for About Phone. 

Step 2: Tap on About Phone and look for your IMEI, MEID, or ESN number. 

If the number is not accurate, contact us to have it updated right away!  

So your phone is VoLTE capable and you've updated your software to the latest version. If you're still having connection problems, make sure your online account has the proper IMEI number assigned.

Log in at redpocket.com/my-lines and click on your phone line. Is your account status Active? Do you have minutes, text messages, and data available? Okay, great. 

Next, click on the SUMMARY tab. Check your IMEI number to make sure it matches the one on your device.

How to find your phone's IMEI or MEID number

Step 1: In your device's Settings, tap on General. 

Step 2: Tap on About. 

Step 3: Scroll through the list and look for your MEID, IMEI, or ESN number. 

If the number is not accurate, contact us to have it updated right away!

So your phone is VoLTE capable, you've updated your software to the latest version, and your account's assigned serial number matches the one on your device. If you're still having connection problems, do a quick run-through to check for these four important things:

First, check your coverage.

Visit redpocket.com/coverage and input your current location physical address. If you do not have LTE coverage available in your area, you will not receive a signal. 

Then, make sure Cellular Data is ON and Airplane Mode is OFF. 

Sometimes, the cellular data settings and/or Airplane mode settings can be tapped by mistake, because of where they are located on your phone.

Make sure Airplane mode is OFF and Cellular Data settings are ON.

Step 1: Tap on your phone's Settings. 

Step 2: Tap on Connections. This section may also be called "Mobile Internet" or something similar. 

Step 3: Make sure Cellular Data is set to ON. 

Step 4: Within your internet settings, look for Airplane Mode and make sure it is set to OFF.

Steps vary slightly depending on your device type. 

Lastly, turn the device off and back on again. 

This is called a power cycle. It may seem simple, but don't skip this step! Simply turning your phone off, waiting 10 seconds, and then turning the phone back on again can fix a lot of problems that are affecting your phone. 

Important:
Now is a good time to try your connection again. If your phone is still not working to call, text, or connect to the internet, continue to the next troubleshooting step. 

So your phone is VoLTE capable, you've updated your software to the latest version, and your account's assigned serial number matches the one on your device. If you're still having connection problems, do a quick run-through to check for these four important things:

First, check your coverage.

Visit redpocket.com/coverage and input your current location physical address. If you do not have LTE coverage available in your area, you will not receive a signal. 

Then, make sure Cellular Data is ON and Airplane Mode is OFF. 

Sometimes, the cellular data settings and/or Airplane mode settings can be tapped by mistake, because of where they are located on your phone.

Make sure Airplane mode is OFF and Cellular Data settings are ON.

Step 1: Tap on Settings.

Step 2: Airplane Mode will be immediately visible. Make sure it is OFF. 

Step 3: Next, tap on Cellular.

Step 4: Then tap on Cellular Data.

Step 5: Make sure it is ON, or if you have multiple numbers on your device, select a number to be used for data. 

Lastly, turn the device off and back on again. 

This is called a power cycle. It may seem simple, but don't skip this step! Simply turning your phone off, waiting 10 seconds, and then turning the phone back on again can fix a lot of problems that are affecting your phone. 

Important:
Now is a good time to try your connection again. If your phone is still not working to call, text, or connect to the internet, continue to the next troubleshooting step. 

This step has made a major difference for many of our customers. Please re-do your APN (access point name) settings.

Step 1: Tap on your phone's Settings. 

Step 2: Tap on Connections. 

This section may also be called 'Mobile Networks', 'Wireless & Networks', or 'Internet'. 

Step 3: Tap on Mobile Networks. 

Step 4: Locate and tap on Access Point Names. 

Step 5: Create a new APN network profile. 

On some phones, you'll need to tap on the + sign that appears in the top right corner of your screen. On other phones, you'll need to tap on the three dots to open APN network settings options and from there, you can create a new profile. 

Step 6: Enter the following data: 

APN: ERESELLER
Proxy: Not set
Port: Not set
Username: Not set
Password: Not set
Server: Not set
MMSC: http://mmsc.mobile.att.net
MMS proxy: proxy.mobile.att.net
MMS port: 80
MCC: 310
MNC: 410
Authentication Type: None
APN type: default,supl,mms,fota
APN protocol IPv4/IPv6
Bearer: Unspecified

Here's something to keep in mind, some of our customers are able to receive a connection when setting their APN to ERESELLER, others must set their APN to ATTNEXTGEN or NXTGENPHONE.

If you decide to switch your APN, please create a new profile steps from beginning to end, and be sure to remove the old profile from your phone.

Important:
Now is a good time to try your connection again. If your phone is still not working to call, text, or connect to the internet, continue to the next troubleshooting step.

This step has made a major difference for many of our customers. Please re-do your APN (access point name) settings.

iPhones using operating system 13.1 or later will receive APN network settings automatically. Make sure your software is up to date and, when prompted, confirm that you want to receive the Carrier Settings Update, by tapping on the popup that appears.

If you've never received this popup, you may try and trigger it.

Step 1: In your phone's settings, tap on Cellular. 

Step 2: Tap on Cellular Data.

Step 3: Tap on Use Carrier Settings.

If you do not see the option to "Use Carrier Settings" or you are unable to edit your APN network settings manually, please contact us. We can help. 

iPhones running older operating systems (older than 13.1) can update APN network settings manually. 

Step 1: In your phone's Settings, tap on Cellular or Mobile Data. 

Step 2: Tap on Cellular Data Options or Mobile Data Options. 

Step 3: Tap on Cellular Network or Mobile Data Network.

Step 4:  Tap on each field and enter the following details: 

APN: ERESELLER
Proxy: Not set
Port: Not set
Username: Not set
Password: Not set
Server: Not set
MMSC: http://mmsc.mobile.att.net
MMS proxy: proxy.mobile.att.net
MMS port: 80
MCC: 310
MNC: 410
Authentication Type: None
APN type: default,supl,mms,fota
APN protocol IPv4/IPv6
Bearer: Unspecified

Here's something to keep in mind, some of our customers are able to receive a connection when setting their APN to ERESELLER, others must set their APN to ATTNEXTGEN or NXTGENPHONE.

If you decide to switch your APN, please create a new profile steps from beginning to end, and be sure to remove the old profile from your phone.

Important:
Now is a good time to try your connection again. If your phone is still not working to call, text, or connect to the internet, continue to the next troubleshooting step.

If you do not see the option to "Use Carrier Settings" or you are unable to edit your APN network settings manually, please contact us. We can help. 

If you have completed all of the above troubleshooting steps, please contact us. Our customer service representatives can check your additional account settings and functionality, and help you with your next steps. 

To avoid repeating steps and help our customer support representatives best assist you, please send us a screenshot of your VoLTE settings enabled and software updated. Submit a ticket or send an email to support@redpocket.com.