Why would I want to remove an old phone number from my phone?

If you've ever used your phone with one phone number and are now trying to use it with a new one, you'll have to wipe the old number before re-syncing to the network.

This is something you'll have to do anytime you change phone numbers on one phone, regardless of whether you've cancelled your service and are reactivating now, or if your service has remained active all along.

If you've wiped your number, this can delete pre-programmed picture messaging settings. If you're unable to send or receive picture messages after you've wiped your number, you'll need to update your MMS url.

If you have any other questions about activating your phone over the network, and PRL & profile updates. To complete this reset, you’ll need to have access to your phone’s unique Master Subsidy Lock code (MSL). Please contact us for the MSL code.


To complete a carrier reset on your phone:

1. Disable Wi-Fi and enable data

2. Go to the dial pad as though you're about to dial a phone number

3. Enter # #72786# (# #SCRTN#)

4. Enter your MSL

5. Confirm the reset

6. Allow the device to restart

If you want to activate the phone immediately after you’ve reset it, you should allow your phone to go into a Hands Free Activation and wait for that process to complete.

Some LTE devices can perform a carrier reset over a Wi-Fi connection, but if it doesn't work for you, then go ahead and follow step one above before trying your carrier reset again.


Will this code work with all phones?

No, this programming code won't work with all phones.

Many feature phones, for example, won't respond because they don't have this reset option programmed into them. In those cases, you can either complete a full factory reset on the phone and delete all user data, or program the number into the phone manually.


As to other smartphones, some (such as many HTCs or the Nexus phones) have slightly different steps to do the same thing.


Google Nexus phones:

1. Go to the dial pad as though you're about to dial a phone number

2. Enter *#*#72786#*#*

3. Enter your MSL

4. Confirm the reset

5. Allow device to restart


HTC Smartphones:

1. Go to the dial pad as though you're about to dial a phone number

2. Enter # #72786# (# #SCRTN#)

3. Press the menu button

4. Select reset

5. Enter your MSL

6. Allow device to restart


Windows OS8 phones:

1. Go to the dial pad as though you're about to dial a phone number

2. Enter # #72786# (# #SCRTN#)

3. In the Service Tools menu tap SCRTN

4. Tap OK (MSL not needed)

5. Allow device to restart