I would contact Sprint. My issue was my SIM card. If you are reusing Sprint SIM cards, there may have been an incompatibility with the new phone. It could also be that the SIM is defective. It drove me crazy that I could not figure it out and the first tier of Sprint IT support couldn’t get it either. It wasn’t until they sent me to the network specialist that they looked at the SIM card number and my phone’s IMEI that they recognized my Sprint SIM card was incompatible with my phone. I went to the closest Sprint store and they gave me the correct SIM card for my phone. Just a thought, I hope you figure it out. Good luck!