Troubleshooting: Can't Call or Text

Published 20/10/2016 07.52 PM   |    Updated 07/06/2019 08.05 PM


If you are unable to make or receive calls or texts, please complete the steps listed on this page to resolve the problem. Do not skip a step, each one is important to the troubleshooting process.

If you are unable to make or receive calls or texts, please complete the steps listed on this page to resolve the problem. Do not skip a step, each one is important to the troubleshooting process.



Check your account for billing suspensions

If you are signed up for a free trial or one of our upgraded plans, your billing cycle renews every month. Every month you incur a charge for your plans and services and you receive a new allotment of calls, texts, and MBs.

If your charge was unable to go through, your account would be suspended and this would prevent you from using your device.

First, log in at my.freedompop.com. Then, check for any suspension error messages.

For good measure, update the credit or debit card number on file. You can update your payment information with the same card that was already in use, if you are sure there are no issues with your card. Any failed charges, will be processed at this time.




Check your coverage

Visit our coverage map at uk.freedompop.com/coverage

Enter your postal code.

Take note of the available coverage in your area and whether or not coverage is available indoors or outdoors. If you are in a "no coverage" area, you would not be able to use your SIM card.




Next, start troubleshooting your device

Step 1) Make sure you are using a compatible device with your UK SIM card.

Your device must be GSM carrier unlocked. This means if you got your phone from a carrier, you have to contact the carrier to have them officially unlock it. If you bought the phone from a manufacturer instead of a carrier, (for example, buying an iPhone directly from the Apple store), then your device may already be unlocked.

If your device is locked to a carrier, then you cannot use the FreedomPop SIM card.

Please keep in mind, our SIMs are compatible with GSM unlocked smartphones, running iPhone 8.0+ and Android 4.1+.



Step 2) Configure APN settings.

APN stands for Access Point Network. It's the setting that allows the network towers we have acces to, communicate with your smartphone device. If APN Settings are configured properly, you will have a data connection on your phone.

Your FreedomPop SIM card should perform an auto-configuration for these settings. However, in rare cases, the APN may not set properly and will require manual configuration. If you are having problems establishing an internet connection, you may need to manually configure these settings.

In addition to our standard service, we now offer a WhatsApp plan and SIM card. This new SIM gives you free roaming and a WhatsApp application data allotment. Please configure your APN settings accordingly.  

Step 3) Download the FreedomPop application

Make sure you have downloaded the FreedomPop application if you are using an Android phone and the FreedomPop: Free Calling, Texting, & SMS application if you are using an iPhone.

If you already have this application on your phone, make sure it is updated to the latest version.

If you purchased your FreedomPop SIM card after June 22, 2017, you can use the calling app that comes with your phone to make and receive phone calls.

If you purchased the FreedomPop SIM card before June 22, you will need to use the FreedomPop application for calling.



Step 4) Clear the application

If you are having problems with calling or texting, clear the application. Keep in mind this will delete call history and text message records.

 

 

 

Android

First tap on Settings

Then search for the Apps or Application Manager option

Tap on Apps or Application Manager

Find the Freedompop application from the list of apps and then tap on it

Tap on Force Stop and click YES or OK when prompted

Then click Clear Data and click YES or OK when prompted

Tap the home button to return to the home screen of your phone

Open the FreedomPop Application once more

The application will now sync your phone with your FreedomPop talk, text and data plan



iPhone

For iPhone, you will have to remove the application from your phone and then download it again

Press and hold your finger on the FreedomPop Free Talk and Text application

Wait until all of the apps on your screen start to shake

A small "x" will appear next to your applications

Click the "x" that appears in the corner of the FreedomPop Free Talk and Text application

This will delete the application. Click yes if asked to confirm the deletion

Now press the home button to stop your apps from shaking

Tap on the App Store icon and search for FreedomPop

Install the FreedomPop Free Talk and Text application once again

 



Step 6) Make sure the application has the permissions it needs.



Android

Tap on your phone's Settings application.

Tap on Applications or Apps.

Locate the FreedomPop Messaging application.

Tap on Permissions.

Make sure all permissions are enabled. Use the toggle button to turn each permission request to ON.

Tap on 'Additional Permissions'.

Enable the last permission.



iPhone

Tap on your phone's Settings application.

Scroll down until you see the FreedomPop app. Tap on it.

Enable Contacts, Microphone and Background App Refresh.

Tap on Photos.

Select the Read and Write option. This will allow your application to access images and videos for MMS texting.

Tap the back button.

Tap on Notifications.

Enable the notifications. This will allow you to receive an alert whenever you have an incoming call or text message.

If you have any additional questions please visit our forums you can post questions and you will receive an answer from other FreedomPop users, or a FreedomPop representative (forum Admin).

To speak with FreedomPop customer service directly, please click here to learn how to get in touch with us.


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