Red Pocket Mobile
Customer Service #: 888-993-3888
Customer Service Location: Texas and the Phillipines
Typical Wait Time: 1-8 minutes
Red Pocket maintains several other web-sites, but they are historical and are being phased out.
Coverage: AT&T GoPhone
Link to Map: The map currently on Red Pocket’s web-site is not accurate.
Check coverage by ZIP: Yes (via AT&T web-site)
Default PINs: PIN1 = 1111 PIN2 = 2222
month = 30 days
$54.99/month for unlimited talk, text, and 1Gb of data
$49.99/month for unlimited talk, text, and 250 MB of data
$39.99/month for unlimited talk and text, 25MB data
$29.99/month for 250 min, unlimited text, 10MB data
$19.99/month for 250 min, 500 text
$22.99/15 days for unlimited talk, text, 25MB data
$13.99/7 days for unlimited, text, 10MB data
Note: The rumor that Red Pocket customers cannot dial 800 numbers has proven false.
Overage: None. When data cap reached, data stops. Can purchase additional data for $10/10MB or $25/25MB at http://goredpocket.com/unlimited-refills.html
Taxes Charged: No
Data Throttled: Reports indicate that AT&T throttles MVNO data speeds to 500 kb/s in markets where AT&T offers 3G and 1,500 kbs in areas where AT&T offers 4G. It is possible that these reports are incorrect, or that AT&T is throttling data for MVNO customers. Reports on Howard Forums indicates that the throttle can be avoided by using proxy settings. Red Pocket’s instructions on configuring data include the use of the proxies that are reported to avoid the throttle. Red Pocket’s President denies throttling, or even having the ability to throttle data.
Bring Your Own Device: Available. Programming instructions and compatible phones on web-site. Supports unlocked GSM phones and locked AT&T phones. T-mobile phones with data on 1700/2100 WILL NOT SUPPORT HIGH SPEED DATA.
Data Configuration Instructions: http://goredpocket.com/skin/frontend...vation-en.html
MMS URL on configuration page = MMSC on Android
MMS APN on configuration page = MMS Proxy on Android
Voicemail: Yes. Uses AT&T’s Voicemail System.
Supports Conditional Call Forwarding: Yes (using AT&T procedures)
Disable Voicemail: Yes
Number Portability: Yes
Blank SIM required for port: Yes
Outgoing calls during port: No
Detailed Call Records on Website: No
Corporate HQ Address:
Red Pocket, Inc.
2060D Avenida De Los Arboles, Suite 288
Thousand Oaks, CA 91362
I currently recommend Red Pocket because they have competitive plans and better customer service than many of the other MVNOs. Hold times are usually short. Also, they recently established a profile on Howard Forums and have responded when customers posted concerns.
The best way to get customer care is by sending an e-mail. E-mails can be answered quickly, or can take several days. However, the responses tend to come from higher level customer service reps.
Red Pocket's telephone support and web chat is hit and miss. Red Pocket has several representatives in a call center in Texas who handle calls and web chats for English speakers. You are far more likely to get decent help from them. When they are busy or not available, calls and web chats are routed to call centers in the Phillipines. Those reps are least likely to provide helpful service or accurate information.
Multiple calls to RP customer service asking the same question have yielded different answers. For example, I called Red Pocket repeatedly to ask about changing my account password, and received three different answers: (1) Yes, (2) No, and (3) Yes, but only to another random number. When I called Red Pocket to ask what the SIM PIN1 and PIN2 were programmed to, two representatives had no idea. One told me that those numbers were set by the maker of the phone (they aren't). Ultimately, a web-chat representative told me that PIN1 was 1111 and PIN2 was 2222 (that information turned out to be correct). Another web-chat/telephone rep. didn't know what conditional call forwarding was, and so it took 30 minutes to get conditional call forwarding enabled on my account.
RP's CSRs who are asked about issues that they cannot resolve sometimes report that they have no means to escalate the issue to someone who can resolve them. In fact, RP's CSRs appear to have access to a web-chat system when they need assistance, and can also escalate calls by sending an e-mail to a special e-mail address. This is NOT the same web chat system that is available to customers.
Customer web chats go through to the same call center reps who handle the phone, and they sometimes attempt to handle phone calls and webchats at the same time. On at least two occasions, I got nowhere with a web chat and so I called in while typing and ended up speaking to the same person.
RP's CSRs sometimes place customers on hold for long periods of time and then disconnect the call. When asked for a corporate office telephone number, customer service representatives give a phone number (888-992-6888) which merely rings again to the same customer service department.