Your device may have been affected by the 3G shutdown. We'll walk you through some troubleshooting steps to help determine if the 3G shutdown is the reason for your connection issues, or if your device has another problem.
For a list of phones that will still work, read this. But please keep in mind, there are some phones that will still work after the 3G shutdown that might not be on the list. Complete the following steps to see if your phone is having trouble as a result of the shutdown and troubleshoot the problem.
Task Number One: Is your device 3G-only, or is it VoLTE-compatible?
The 3G shutdown affects all phones that are not VoLTE capable. Most phones that have 4G or 5G access will also include VoLTE functionality. You may 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 this firmware update. Read this to see if your phone requires an update, or simply follow the steps below.
Update your Android phone to the latest software
Back up the device as a precaution and connect your phone to its charger. It's best to complete backup and software or firmware updates while your device is plugged in and charging.
Step 1: Tap on your phone's Settings application.
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. If one is available, download and install any available updates.
Update your iPhone to the latest software
Back up the device as a precaution. Connect your phone to its charger. It's best to complete backups and software updates while charging.
Step 1: Tap on your phone's Settings application.
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.
All done? Go to Task Number Two.
Task Number Two: Check Settings to see if your phone has VoLTE capability and enable it.
Now that your phone has been updated to the most recent possible software and 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 app
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, it is likely your phone is not VoLTE compatible and as a result, will not work after the 3G shutdown.
Steps for iPhones:
Step 1: Tap on your phone's Settings application
Step 2: Tap on Cellular
Step 3: Make sure "Cellular Data" is turned 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.
All done? Go to Task Number Three.
Task Number Three: What to do next.
Now that you know whether or not your phone is affected by the shutdown, you can take the next step.
If your phone is NOT VoLTE capable, you must buy a new phone that is VoLTE compatible. UNREAL Mobile offers affordable new iPhones. Visit unrealmobile.com/shop to take a look at our available devices.
If your phone is VoLTE capable, enable VoLTE on compatible phones and attempt to make a phone call. If you are still having trouble with calling, texting, or accessing the internet, we can help you troubleshoot.
Step 1: Make sure your account is in good standing.
Log in at unrealmobile.com/my-lines and click on your phone line. Is your account status Active? Do you have minutes, text messages, and data available?
Step 2: Check your coverage.
Visit unrealmobile.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.
Step 3: 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 4: 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.
Step 5: Retry your APN network configuration settings
After activating your SIM card, you are required to complete APN (access point name) configuration to make sure your phone receives a signal. If you're having trouble connecting it can help to complete these steps again. This step takes just 2 minutes to complete.
On iPhone: Download your APN profile from unrealmobile.com/configure.
On Android: Tap on the Settings application > Tap your Internet Connection settings > Tap on APN > Tap to add a new APN > Enter the following details:
Name: UNREAL Mobile
Proxy: Not set
Port: Not set
Username: Not set
Password: Not set
Server: Not set
MMS Proxy: proxy.mobile.att.net
MMS Port: 80
Authentication Type: None
APN Type: Default,mms,supl
APN Protocol: IPv4
This article goes into more detail about the APN configuration setup steps.
Still having trouble? We can help. Please contact our customer support team for additional troubleshooting. To avoid repeating steps and help our customer support representatives best assist you, please send an email to firstname.lastname@example.org with a screenshot of your VoLTE settings enabled and your software updated.