text and data work but can't make or receive calls
Completed
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Hello Eric Lam!
Thanks for reaching out. We're sorry to learn you've been experiencing problems with our service. We provide VoIP service, which basically means data or the internet is used for calling and texting instead of the cellular network. Due to this, a VoIP application is required for calling and texting.
Please be sure you're making outgoing calls directly from the Messaging app and not your device's native dialer. We'd also recommend you to clear and restart the app by following the steps provided on this link.
Additionally, please be sure to synchronize account data on the app. You may find detailed steps, here.
Should you continue to experience the same problems after following the steps provided below, please let us know.
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Tried all your suggestions. It is trying to use the messaging app for dialing and still gets "call error".
To reiterate: using mobile data and texting using the app is fine, receiving and making calls isn't working. Trying to dial brings up the FP messenger app's dialing screen but always results in "call error".
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Hi Eric!
We're sorry to learn you're still experiencing problems with the service and we apologize for the delayed response.
In an attempt to get this problem resolved, we've refreshed your account to ensure all systems are properly synchronized and that everything's working correctly.
Please power cycle your phone. Once your device is back on, refresh the FreedomPop Messaging app by following the instructions provided here:
1) Remove the FreedomPop app and turn off your phone for two minutes.
*Please be advised all SMS will be lost at uninstalling and reinstalling FreedomPop Messaging app.
2) Remove and Reinstall the SIM card and turn your phone back on.
3) Set APN, by following these steps.
4) Reinstall the FreedomPop app by downloading it from Google Store/App Store.
5) Sync Account Data, by following these steps.
6) Make sure your device's Operating System is updated to it's latest version.
Please let us know what the results are.
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@Veronika,
Ended up finding the solution to my problem: in the literature that the FP community links, they haven't merged it with their other, newer troubleshooting documentation (https://support.freedompop.com/hc/en-us/articles/360026010673-Android-phone-troubleshooting-steps)
For me, it was that the SIP permission in step 7 wasn't enabled. After enabling, syncing my account, and rebooting my phone, the calling started working again.
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Hello Veronika Thost!
Upon checking account associated with your profile, we confirmed you were assisted by one of our representatives on 11-11-2019, through Incident #11538.
Therefore, in order to avoid confusion, please continue to relay any updates to her as she is overseeing your current concerns.
We appreciate your patience and understanding.
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