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Problems connecting to the mobile data network

No data? Problems with your internet service? If you are having trouble with your connection, it may be because your SIM card is not detected or your line has no service. Additionally, there may be a problem with your signal. The following troubleshooting steps can help you to identify the reason for your connectivity issues. Please don’t assume a section doesn't apply! It’s best to review all possible reasons for the problem.
 

Note: Able to connect, but unable to call or text? Read this. 

 
Contents


Try this first

Complete these quick troubleshooting steps first to see if you can quickly resolve your issue.

  • Check that Airplane mode is turned OFF
  • Check that cellular data is turned ON
  • Remove and re-insert your SIM card (if using a physical SIM card)

Sometimes, the toggle for Airplane mode or Cellular data can be tapped by mistake, for example, if your phone is jostling around in your bag or pocket. Toggling these features can sometimes quickly resolve a connection issue.

If not, consider some of the following potential issues instead.

 

SIM card not detected

If you are getting a ‘SIM not detected’ error, check that your Physical SIM card has been correctly inserted into your phone. Remove and re-insert the SIM (following the guidelines of your SIM tray and ensuring the SIM is facing the right direction).

Verify device compatibility

If your SIM is properly inserted, or you’re using an eSIM, connection problems may be due to device incompatibility. You’ll need a GSM-unlocked smartphone that meets the following criteria to work with RedPocket:

  • GSM (SIM) unlocked
  • VoLTE-Compatible (since the 3G network shutdown, your phone must have VoLTE compatibility)
  • Free of service requirements from a prior carrier
  • Has an available SIM slot (some devices support 1 physical SIM, 2 physical SIMs, 1 physical SIM and 1 eSIM, and some support up to 20 eSIMs)

Important: If you’re using an eSIM, your phone must be compatible with the technology. The following phones are compatible with eSIM; however, this is not an exhaustive list of manufacturers: 

  • iPhone 11 and newer
  • Motorola Razr 2020 (5G) and newer
  • Samsung Galaxy S20 and newer
  • Google Pixel 3 and newer
  • Samsung Galaxy Note 20 and newer


Detected, but still no service

If your device meets the compatibility requirements and your SIM is fine, check that your account is active and your SIM has service. There are a couple of reasons your SIM may not have service: 

Your line was not activated

Your line has not been activated due to an error. Check your line’s status by going to redpocket.com/my-lines. If your line is in a 'Needs Initial Refill' status, this means your line never received its starting month of service. An error occurred, and your line is stuck in processing. Contact us to have this resolved!

Your line was suspended

Check your line’s status by going to redpocket.com/my-lines. If your line is in a ‘Suspended’ status, this means your account was suspended due to our account review process. RedPocket works to ensure all accounts adhere to our terms and conditions for the safety and security of our customers. If unusual activity is detected on your line, it may be suspended. Contact us for more information and to resolve the issue.


Payment for a renewal was unsuccessful

Check your line’s status by going to redpocket.com/my-lines. If your line is in an ‘Airtime Expired’ status, this means we were unable to process payment for your line’s renewal. If auto-pay is turned on, but we could not capture payment from your payment method, or autopay was turned off, and your payment due date has passed, your account will go into an Airtime Expired status. 

Please Note: To ensure a seamless renewal process, we attempt to charge your payment method 2 days prior to your renewal date when your auto-pay status is enabled. If this payment fails, your account will go into an 'Expired' or 'Airtime Expired' status. 

To resolve a payment issue, log in to your account and submit a payment. Click here to learn how. 

Note: When you first activate your wireless plan, you are asked to enter your phone’s IMEI number and the Confirmation Code delivered to you after purchase. If the wrong IMEI number was entered, you may have problems with your service. To check the IMEI number on the account login at redpocket.com/my-lines, select your line, and scroll down to the ‘My Device’ section. Double-check that the IMEI number matches the one on your phone. 


No Internet Connection

If your account is active and your SIM is receiving service, but you are still having trouble with your connection, you may simply be experiencing a coverage issue or network outage. 


Verify available coverage

Visit redpocket.com/coverage and enter the physical address where you are attempting to use your wireless service. If you do not have coverage, or the map shows only ‘Partner Coverage’, you would not be able to connect.

Please also consider that your line may be experiencing a temporary network outage. In most cases, a network outage lasts for less than 15 minutes. Please wait up to 15 minutes and try to connect once again. If you need further assistance with your line and your connection, please get in touch with a customer service representative. We would be happy to assist you with your service. 

Visit redpocket.com/contact-us for more.



Redo APN network setup steps

No account or coverage issues? Redo your network setup. This is the process you completed when you first installed your SIM or eSIM. If they weren't completed properly or something in your phone settings has changed, completing these steps again can help resolve your connection issues. 


Connect your phone to WiFi

First, connect your phone to a WiFi network. There will be a lot of OTA (over-the-air) installation involved in this process, so you’ll want to have a reliable connection to get everything done. 

This step is super important: if you’re not connected to Wi-Fi while you complete the following steps, your phone likely won’t work. 

 

Update your operating system

Technology changes quickly! Updating your operating system ensures that your phone is running the latest technology and has full compatibility with the latest goings-on of the 4G and 5G networks. This step is especially important when you are using eSIM.

On Android: 

Wording varies depending on your manufacturer (Samsung, Google Pixel, Motorola, etc.)

  1. Tap Settings on your phone.
  2. Go to Software Update. Depending on the device, this may be:
    • Settings > Software update
    • Settings > System > Software update
    • Settings > About phone > Software update
  3. Tap Check for updates or Download and install.
  4. If an update is available, follow the on-screen instructions. Your phone may restart during installation.


On iOS: 

  1. Tap Settings on your iPhone.
  2. Tap General.
  3. Tap Software Update.
  4. If an update is available, tap Download and Install.
  5. Enter your passcode if prompted.
  6. Review and agree to the terms and conditions.
  7. Wait for the update to complete
  8. The iPhone will download the update, restart, and install the new iOS version. This may take several minutes.
  9. After restarting, follow any on-screen instructions to complete the update.

Which network are you using?

Steps for APN network configuration vary, depending on your network. There are two methods you can use to determine if you are using the GSMA, GSMT, or CDMA network. 

  • Check the network next to your phone number, online in your account. Login at redpocket.com/my-lines. Click on your line, and take a look at your phone number in the top right corner. Next to it, you’ll see your network. 
  • Check the first 5 digits of your SIM card ICCID. You can find your ICCID number by going to Settings > About Phone on your phone.
    • If your SIM ICCID starts with 89014, your network is GSMA.
    • If your SIM ICCID starts with 89012, your network is GSMT. 
    • If your SIM ICCID starts with 89148, your network is CDMA.


Complete the APN configuration steps

As you have already completed the activation process at this point, we’ll skip ahead to scanning the QR code (for eSIM) or inserting your physical SIM. 

Note: If you have not yet completed those steps, read our Installing or inserting your RedPocket SIM article. 

Your APN network settings allow your phone to receive a wireless connection. Re-do APN setup if you're having trouble with your connection. 


Steps on Android

The exact wording varies slightly by manufacturer (Samsung, Pixel, Motorola, etc.):

  1. Open Settings. 
  2. Tap Network & Internet (or Connections on some devices).
  3. If you are using more than one line, go to SIM Manager and select your line. 
  4. Tap Mobile Network (or Cellular Network on some devices).
  5. Select Access Point Names and tap on New to add another APN setting. This may be called ‘Add’, or it may be a ‘+’ sign on some devices:


    For GSMA, enter the following details:
    • Name: RedPocket Mobile
    • 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


    For GSMT, enter the following details:

    • Name: RedPocket Mobile
    • APN: WHOLESALE 
    • Proxy: Not set 
    • Port: 8080 
    • Username: Not set 
    • Password: Not set 
    • Server: Not set 
    • MMSC: http://wholesale.mmsmvno.com/mms/wapenc 
    • MMS proxy: Not set 
    • MMS port: Not set 
    • MCC: 310 
    • MNC: 280 
    • Authentication Type: None 
    • APN type: Default,mms,supl 
    • APN protocol: IPv4 
    • Bearer: Unspecified

    For CDMA, enter the following details:

    • Name: RedPocket Mobile
    • APN: VZWINTERNET
    • Proxy: Not set
    • Port: Not set
    • Username: Not set
    • Password: Not set
    • Server: Not set
    • MMSC: Not set
    • MMS proxy: Not set
    • MMS port: Not set
    • MCC: 311
    • MNC: 480
    • Authentication Type: None
    • APN type: default,dun,supl
    • APN protocol: IPv4/IPv6
    • APN roaming protocol: IPv4
    • Bearer: HSPA, GPRS, EDGE, eHRPD, UMTS, LTE, HSPAP, HSDPA, NR, HSUPA
  6. Save your entered details. 
  7. Tap on the new APN so it is active.
  8. Turn your phone off and back on again.

Steps on iOS:

  1. Tap on Settings. 
  2. Tap on Cellular.
  3. If you have multiple lines on your phone, tap your phone number. 
  4. Tap Cellular Data Network.
  5. Enter the following APN settings. You’ll notice some fields appear multiple times, like APN, Username, and Password. You can enter the following details wherever that field appears. For example, you’ll see APN under the Cellular Data section, under the LTE Setup (Optional) section, under the MMS section, and under the Personal Hotspot section:


    For GSMA, enter the following details:
    • Name: RedPocket Mobile
    • 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


    For GSMT, enter the following details:

    • Name: RedPocket Mobile
    • APN: WHOLESALE 
    • Proxy: Not set 
    • Port: 8080 
    • Username: Not set 
    • Password: Not set 
    • Server: Not set 
    • MMSC: http://wholesale.mmsmvno.com/mms/wapenc 
    • MMS proxy: Not set 
    • MMS port: Not set 
    • MCC: 310 
    • MNC: 280 
    • Authentication Type: None 
    • APN type: Default,mms,supl 
    • APN protocol: IPv4 
    • Bearer: Unspecified

    For CDMA, enter the following details:

    • Name: RedPocket Mobile
    • APN: VZWINTERNET
    • Proxy: Not set
    • Port: Not set
    • Username: Not set
    • Password: Not set
    • Server: Not set
    • MMSC: Not set
    • MMS proxy: Not set
    • MMS port: Not set
    • MCC: 311
    • MNC: 480
    • Authentication Type: None
    • APN type: default,dun,supl
    • APN protocol: IPv4/IPv6
    • APN roaming protocol: IPv4
    • Bearer: HSPA, GPRS, EDGE, eHRPD, UMTS, LTE, HSPAP, HSDPA, NR, HSUPA
  6. Click the back button in the top left corner of your screen to go back to the Carrier page.
  7. Turn your phone off and on again. 


Replace your SIM

As a last resort, you can completely restart your activation by getting a new SIM. Customer support can replace your SIM and ship you a new physical SIM or email you a new eSIM. Visit redpocket.com/contact-us. 

However, you can also use our online account tools to replace the SIM. Log in at redpocket.com/my-lines: 

  1. Select your line.
  2. Scroll down and click on the Line Summary button.
  3. Click Replace the SIM or eSIM.
  4. You'll see different replacement options:
    • Purchase a new eSIM
    • Purchase a new physical SIM
  5. Choose the option that applies and complete the order for your SIM. 

Once your physical SM arrives in the mail, or your confirmation code arrives by email, return to your account at redpocket.com/my-lines: 

  1. Select your line.
  2. Scroll down and click on the Line Summary button.
  3. Click Replace the SIM or eSIM.
  4. Choose Switch to an eSIM I own.
  5. Follow the instructions on the screen to replace your SIM with the SIM you’ve just received. 

If you need any further assistance with your account, device, or network connection, please contact us. RedPocket Mobile customer service representatives are available Monday through Sunday from 5 AM PST to 9 PM PST. Visit redpocket.com/contact-us.