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BlackBerry® Curve™

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New Contributor
Posts: 7
Registered: ‎01-20-2013
My Device: Curve 8520
My Carrier: Vodafone

Wi-Fi connection

I had wi-fi connection ok to receive emails and internet access at my home using broadband connection to my house until early January this year, 2013, but since then I was charged 99c per day for any usage - in my own home with broadband.  Vodafone cannot tell me why -  I've tried them 3 times at this stage. I have googled the support on Blackberry site and the help instruction tells me that with the wi-fi on "white" means that "Your connection to the Wi-Fi network is turned on, but your device does not have access to Blackberry services over a Wi-Fi connection." 

I don't understand as it was ok up to Christmas since March 2012 when I got the phone?????

Hall of Famer II
Posts: 53,143
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Wi-Fi connection

Hello,

 

Your mobile service provider is 100% responsible for all billing, services, and formal support for your BB...BlackBerry charges nothing direct to an end user...the carrier is in control.

But, with a strong carrier network signal (e.g., not WiFi), I suggest the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):

1) Register HRT

  • KB00510 How to register a BlackBerry smartphone with the wireless network
  • Please wait for one "registration" message to arrive to your Messages app

2) Resend Service Books

  • KB02830 Send the service books for the BlackBerry Internet Service
  • Please wait for "Activation" Messages, one per already configured email account, to arrive in your Messages. If you have no already configured email accounts, please wait 1 hour.

3) Batt Pull Reboot

  • With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Now see if your WiFi connects properly. You should also consider removing the WiFi configuration from your BB, adn re-configuring it brand new.

 

In a very few rare cases, some carriers restrict access to BB-proprietary services via WiFi, and require only teh use of their carrier data network for such access. I have no idea if yours is one of those or not...but they should be able to at least tell you if what you are attempting is proper or not.

 

Good luck!




Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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New Contributor
Posts: 7
Registered: ‎01-20-2013
My Device: Curve 8520
My Carrier: Vodafone

Re: Wi-Fi connection

Thank you for reply to my query on Wi-Fi connection to my Blackberry Curve 8520.   The link you sent gives instructions for a Blackberry 10 and the instructions don't seem to apply to my phone, for instance 1. Tap on settings, 2. Tap on about ???  I am not very technical I know so maybe i need step by step please. Thanks again, Detta.

New Contributor
Posts: 7
Registered: ‎01-20-2013
My Device: Curve 8520
My Carrier: Vodafone

Re: Wi-Fi connection

Please ignore my message a few minutes ago. I have read on and have now completed stage 1 of your instructions for to register my phone and am waiting for a reply on my BB before going to stage 2. Thanks.
Hall of Famer II
Posts: 53,143
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Wi-Fi connection

OK, thanks for clarifying. The resulting (from the HRT step) message should be rather quick to arrive...if it does not, then you fall out of the process and must seek formal support from your mobile service provider.

Good luck!



Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
New Contributor
Posts: 7
Registered: ‎01-20-2013
My Device: Curve 8520
My Carrier: Vodafone

Re: Wi-Fi connection

Thanks again,

 

As I did not receive any message I will have to contact Vodafone - but I have been in contact with them 3 times over this already and they each told me something different which did not help....  I'll try again telling them about this and hope for the best.

Hall of Famer II
Posts: 53,143
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Wi-Fi connection

It's always very challenging...the carriers receive enhanced training in BBs so that they can carry out their contractual "first level" BB support activities. But, as with all human activities, the result can be quite variable depending on which human you reach. The key for you is the HRT...not receiving the required message back from their system is the critical point...and only their system can deliver that, and only they can look deeply into their system.

So, don't let them fob you off...if they tell you to try something do so, but keep them on the line (use a land line for the call) while you try it. And then immediately try again the HRT activity...if it continues to fail, insist that the agent continue to provide support, including escalation to their "higher level" BB support folks, and perhaps even all the way up to BlackBerry (if needed).

Quite simply, without receipt of the required result from queuing the HRT, nothing else matters.

Good luck!



Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code