- Jan 19, 2021
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I am having trouble getting a Moto G Power 2021 version connected with Red Pocket (Verizon). My old service was a Moto G4, no SIM card, with Total Wireless (don't get me started about them). I wonder if part of the problem is because I switched devices as well as carriers. I entered SIM card ID and device ID on website and inserted the SIM card. Put in old carrier and acct number. Red Pocket says it is active so I call my number from Google Voice and neither phone answers. When I try to call from my new phone I get a message (I think it is from Verizon, though not identified) that says my PIN has defaulted to the last 4 digits of my phone number. Then it says 1 for English and 2 for Spanish. I enter 1 and it says that is an invalid entry.
Red Pocket tells me I must turn off VOLTE on my phone. I said there was no such option and that it is not mentioned in the manual either. Then they say it might be under advanced calling. That is not in the manual either. The "advanced" rep said I needed to contact Motorola and get my phone updated so I can turn off that option. No reps available after 10 PM so I enabled WiFi and checked for updates. Of course it said I had Android 10 and there was nothing to do.
Does any of this sound familiar? Is Red Pocket right? Inquiring minds want to know....
Thanks,
John
Update:
I contacted Motorola and they said this model phone has VOLTE but it cannot be turned off at the phone. Red Pocket finally relented and said they could turn it off. I have made 11 phone calls, some got disconnected after a minute, some after 30 minutes, one after 56 minutes for a total time of over 3.5 hours and the phone still does not work. Each time I called I would get a new "know nothing" that would not read the notes even though I told them to and try to walk me through the setup menus to turn off VOLTE again; as well as verifying account again, and asking for IMEI again though it is all in the account. Also these people all seem to speak English as a second language and many mumble and talk too fast. But at least they are easier to understand than the offshore people Total Wireless uses.
After all of their programming and multiple factory resets the phone would start the Verizon setup routine, telling my pass code was defaulted to the last 4 digits of my phone number, then instruct to enter 1 for English, etc. When I enter 1 it says it is an invalid entry so it sounds like they are not communicating or speaking the same language. Finally they asked me to put the SIM card in another phone and try it. Same results so I said sounds like a bad SIM, send another but they refused. It has now finally been "escalated" and they say they will get back to me in 72 hours, Monday I suppose. In the meantime, they have ripped my number away from a working service so now I have no phone service but am being billed for it since it is activated.
I thought the price was too good to be true and it seems I may be right. Besides the setup problems I had not thought about the fact that there would be no VOLTE. Money for nothing.
Red Pocket tells me I must turn off VOLTE on my phone. I said there was no such option and that it is not mentioned in the manual either. Then they say it might be under advanced calling. That is not in the manual either. The "advanced" rep said I needed to contact Motorola and get my phone updated so I can turn off that option. No reps available after 10 PM so I enabled WiFi and checked for updates. Of course it said I had Android 10 and there was nothing to do.
Does any of this sound familiar? Is Red Pocket right? Inquiring minds want to know....
Thanks,
John
Update:
I contacted Motorola and they said this model phone has VOLTE but it cannot be turned off at the phone. Red Pocket finally relented and said they could turn it off. I have made 11 phone calls, some got disconnected after a minute, some after 30 minutes, one after 56 minutes for a total time of over 3.5 hours and the phone still does not work. Each time I called I would get a new "know nothing" that would not read the notes even though I told them to and try to walk me through the setup menus to turn off VOLTE again; as well as verifying account again, and asking for IMEI again though it is all in the account. Also these people all seem to speak English as a second language and many mumble and talk too fast. But at least they are easier to understand than the offshore people Total Wireless uses.
After all of their programming and multiple factory resets the phone would start the Verizon setup routine, telling my pass code was defaulted to the last 4 digits of my phone number, then instruct to enter 1 for English, etc. When I enter 1 it says it is an invalid entry so it sounds like they are not communicating or speaking the same language. Finally they asked me to put the SIM card in another phone and try it. Same results so I said sounds like a bad SIM, send another but they refused. It has now finally been "escalated" and they say they will get back to me in 72 hours, Monday I suppose. In the meantime, they have ripped my number away from a working service so now I have no phone service but am being billed for it since it is activated.
I thought the price was too good to be true and it seems I may be right. Besides the setup problems I had not thought about the fact that there would be no VOLTE. Money for nothing.
Last edited:
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