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My phone stopped working / used to work / no longer works

Red Pocket Mobile is aware of an issue affecting customers on the GSMA network. We are working to resolve the problem, and we appreciate your patience. If, after completing the troubleshooting steps, you are still unable to call or text, please fill out this form so that we may track the impact of this issue and facilitate a solution for affected customers. 

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.


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. 

  1. Airplane Mode should be turned OFF.
  2. 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 CellularConnectionsMobile 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.