Why did my phone stop working on Red Pocket?

[Jessica Smith]

I had a AT&T branded Samsung S4 that worked well on AT&T Red Pocket yearly plan for 4 months. Same phone was on ATT Straight Talk for 4 years prior to being put on Red Pocket. Never had any issues with phone on Straight Talk and for 1st 4 months on Red Pocket.

3 weeks ago, I was unable to call out....calls ending and timing out while dialing. Text and MMS work fine though.

Red Pocket initially said problem was with my phone. We tried troubleshooting by resetting, taking sim out, doing this and that. Nothing corrected the problem.

So I bought a new unlocked Note 8 model N950U1. Now this new phone is having the exact same issue. I tried a new sim and it just doesn't call out anymore.

Anyone know why? Red Pocket said everything fine on their end. If this issue is with 2 different phones and after trying 2 sims, any idea why this is happening? Is the problem the phone, Red Pocket or something else?

Thanks in advance. This is a real mystery.

 

[Rukbat]

Since it happened on two totally different phones (the S4 and Note 8 are nothing alike), I'd say it was their problem - but it doesn't sound as if you're going to get much help from them. MVNOs (Mobile Virtual Network Operators) lie Red Pocket or Straight Talk aren't for people who need help, they're for people who know more than the customer service people, so they can't run us in circles. (I've designed phones, written software to make phones work, so when they tell me something ridiculous, I just have the trouble escalated, until - well, in one case I sent a complaint to the CEO of the carrier, marked "personal and confidential" - the engineer who returned my call nearly oozed out of my phone to help me.) If you were still with AT&T, I'd tell you to take it to them and if they couldn't help you, to ask where the nearest Device Support Center was - they can help you. But with Red Pocket? All I can suggest is that you find a different way. If you're looking for price, and TMobile covers where you need, go with AT&T Go Phone until you can get the phone unlocked. Then go to Mint Mobile. You can't beat the price, and you're on TMobile towers..

 

[Jessica Smith]

Thank you.

So you don't think it is an AT&T tower issue? Some are saying maybe tower near me was adjusted?

Would you rule that out?