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Networknot available. Phone only works on WiFi. HELP!

AngielatessaAngielatessa Posts: 21FreedomPop Newbie
I just activated my phone with **** through customer service by the phone and I haven't been able to use it as it only works on WiFi. I get an error saying "Network not available".
The email of this account is [email protected] and I have a Samsung Galaxy S9 plus. This replaced an older phone which is the one featured, and not my new phone....

Answers

  • AlejandraGAlejandraG Posts: 5,145FreedomPop Newbie admin

    I just activated my phone with **** through customer service by the phone and I haven't been able to use it as it only works on WiFi. I get an error saying "Network not available".
    The email of this account is [email protected] and I have a Samsung Galaxy S9 plus. This replaced an older phone which is the one featured, and not my new phone....

    Hello Angie, can you please confirm the device's MEID number? This way we can make sure that it is properly assigned and see what else could be preventing the device to connect to data.
  • AngielatessaAngielatessa Posts: 21FreedomPop Newbie
    Dec: 089575424902426451
    Hex: 0x35642009250653
  • AlejandraGAlejandraG Posts: 5,145FreedomPop Newbie admin

    Dec: 089575424902426451
    Hex: 0x35642009250653

    Our records indicate the account and device were activated correctly. Please follow these steps to ensure the device is set up correctly:

    1. Select the menu button (located to the right of the home button)
    2. Tap Settings
    3. Tap More(upper right)
    4. Then scroll down and tap System Update
    . Select Update Profile and let it run fully (may take up to 90 seconds)
    6. After the network profile is updated, repeat the same steps, but this time select Update PRL instead of update profile

    After performing the PRL update please perform a carrier reset. In some cases, you will be asked for a password, which is your device's Master Subsidy Lock code (MSL): 000000
    If your device doesn't prompt you for an MSL code, then it is not needed to complete the reset.

    Here are the steps to reset:

    1. Disable WiFi and enable data if needed.
    2. Go to the dial pad or phone app.
    3. Enter # # 72786 #
    4. If prompted for a password, enter your MSL code. For some phones, you may need to tap the menu icon on the top right hand corner.
    5. Confirm the reset.
    6. Allow the device to restart and go through the activation process
    Note: Some LTE devices can perform a carrier reset over a WiFi connection. If that doesn't work then follow step one before trying the carrier reset.


    -Sync Account Data
    Go to Menu on the app and scroll down until you find the option that reads "Sync Account".Log in with your phone number (number ending in 5431)instead of email address.
  • AngielatessaAngielatessa Posts: 21FreedomPop Newbie
    Both profile and PRL updates fail. Can only perform carrier reset. Sync account but don't have the option to log in with the phone number as it is logged in by default already.
    Same error: "Network not available".
    Unable to use the service...
  • AngielatessaAngielatessa Posts: 21FreedomPop Newbie
    I really need help with this as I've signed up and haven't been able to use the service!.

    Was also charged for "FreedomPop Data Rollover" on 10/6/18 without even having working service!
    I would like to remove this from my account, as I didn't sign up for it.
    The continuous mysterious appearing charges never end!
  • AlejandraGAlejandraG Posts: 5,145FreedomPop Newbie admin

    Both profile and PRL updates fail. Can only perform carrier reset. Sync account but don't have the option to log in with the phone number as it is logged in by default already.
    Same error: "Network not available".
    Unable to use the service...

    Can you please let us know what happens or the error that you get when you attempt to perform a PRL update?
  • AngielatessaAngielatessa Posts: 21FreedomPop Newbie
    "Error.
    The PRL update could not be completed. Please try again later.
    If the problem persists, you may need to contact Customer Service.
    Error: Internal Error (111)
  • AlejandraGAlejandraG Posts: 5,145FreedomPop Newbie admin

    "Error.
    The PRL update could not be completed. Please try again later.
    If the problem persists, you may need to contact Customer Service.
    Error: Internal Error (111)

    Hi.
    Because this is a BYOD device, it is possible you will need to perform a hard reset to be able to bring dthe device's settings to their initial set up, to download the app and be able to attempt to do a PRL update and carrier reset again.
    We recommend to backup your device's data and perform the factory reset afterward.
  • AngielatessaAngielatessa Posts: 21FreedomPop Newbie
    I recently also started getting a sim card error all of the sudden.
    I will try the hard reset and see what happens...
  • AlejandraGAlejandraG Posts: 5,145FreedomPop Newbie admin

    I recently also started getting a sim card error all of the sudden.
    I will try the hard reset and see what happens...

    Ok, we will be looking out for the update after the hard reset.
  • AngielatessaAngielatessa Posts: 21FreedomPop Newbie

    "Error.
    The PRL update could not be completed. Please try again later.
    If the problem persists, you may need to contact Customer Service.
    Error: Internal Error (111)

    Hi.
    Because this is a BYOD device, it is possible you will need to perform a hard reset to be able to bring dthe device's settings to their initial set up, to download the app and be able to attempt to do a PRL update and carrier reset again.
    We recommend to backup your device's data and perform the factory reset afterward.
    Ok, performed the hard reset and still can't update PRL or profile.
    Same errors for everything...
  • AlejandraGAlejandraG Posts: 5,145FreedomPop Newbie admin

    "Error.
    The PRL update could not be completed. Please try again later.
    If the problem persists, you may need to contact Customer Service.
    Error: Internal Error (111)

    Hi.
    Because this is a BYOD device, it is possible you will need to perform a hard reset to be able to bring dthe device's settings to their initial set up, to download the app and be able to attempt to do a PRL update and carrier reset again.
    We recommend to backup your device's data and perform the factory reset afterward.
    Ok, performed the hard reset and still can't update PRL or profile.
    Same errors for everything...
    We are afraid that troubleshooting steps have been exhausted. If no even a hard reset could allow you to do a carrier reset or PRL update, it's possible the device is not compatible with our BYOD program, you might need to think about getting a new device to replace this one.
  • AngielatessaAngielatessa Posts: 21FreedomPop Newbie
    Please answer this:
    If the phone is a Sprint locked device, does it need a FP SIM or it would work with the Sprint SIM?
  • AlejandraGAlejandraG Posts: 5,145FreedomPop Newbie admin

    Please answer this:
    If the phone is a Sprint locked device, does it need a FP SIM or it would work with the Sprint SIM?

    Sprint CDMA locked devices use a Sprint accessory sim, they are not compatible with GSM sims like our LTE sims.
  • AngielatessaAngielatessa Posts: 21FreedomPop Newbie
    Please, help me figure out what is it that I have to do exactly. It's been three months!
    I purchased the phone because it was compatible. A Sprint locked phone. It didn't have a SIM, so I got a FP SIM which I activated, grnerated charges without working and I couldn't use the phone. I was told the phone needed a Sprint SIM, not a FP SIM. I got a random Srint SIM. Still doesn't work.
    I contacted the device seller who tells me that I need to deactivate the phone from the Sprint network as it shows active, when I never activated anything.
  • Rich Sias (16th)Rich Sias (16th) Posts: 3,124FreedomPop Newbie, FreedomPop Master, FreedomPop Expert ✭✭✭✭✭
    @Angielatessa - check this site for help finding the correct Sprint SIM part number. If you have an older phone, it may not be on this list. There is a list of older Sprint models with SIM part numbers on this forum. I could look it up if I knew the brand and model name.
    https://www.prepaidphonenews.com/2016/07/how-to-determine-which-sprint-sim-works.html
    Be my Valentine ZTE, Victory, LG Volt, 803S, & 4 SIMs
  • AngielatessaAngielatessa Posts: 21FreedomPop Newbie
    I don't have an older phone, but a newer one... A Samsung Galaxy S9 plus. Which SIM?...
  • AlejandraGAlejandraG Posts: 5,145FreedomPop Newbie admin

    I don't have an older phone, but a newer one... A Samsung Galaxy S9 plus. Which SIM?...

    For the S9 you need a Sprint Sim SIMOLW406TQ . Looking around I was able to find some available via Amazon:
    https://www.amazon.com/Sprint-Sim-SIMOLW406TQ-Samsung-Galaxy/dp/B07BHVG3D7
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