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BlackBerry® Z10

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New Contributor
Adrianmac1
Posts: 3
Registered: ‎05-26-2013
My Device: Z10
My Carrier: Orange

Z10 not receiving or making calls

I'm in the UK and everthing works very well on my new Z10 phone except the phone! About 50%/60% of the time - even when a full signal appears to be showing - I get a range of messages such as "No voice service" or "Emergency calls only" - then when I get into settings and my connections it says "there is a temporary fault in the network" or words to that effect. There have been one or two other messages too but those are the main ones. Then I simply can't make or receive calls and the phone goes straight ot ansaphone if anyone tries to call me. I've had this situation even when others on the same provider or with older blackberries are getting a full signal and able to make and receive calls so it isn't a coverage problem. it also happens in all sorts of different locations. Does anyone have any ideas what might be happening or if it's possible to fix it?

 

I like the new Z10 very much but may reluctantly have to fight the battle of cancelling my contract and moving to a different phone and provider.

 

Help!

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Hall of Famer II
sdgardne
Posts: 48,285
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Z10 not receiving or making calls

Hi and Welcome to the Community!

With a strong carrier network signal (e.g., not merely 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) Delete and Resend Service Books (pre-BB10 devices only)

  • KB05000Delete the service book for the BlackBerry Internet Service email account from the BlackBerry smartphone
  • If you have no CMIME entry, then skip the deletion
  • 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) Reboot

  • Pre-BB10 Devices ONLY. 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.
  • BB10 Devices. Hold the top button down until the counter reaches zero. Wait for the device to be fully shut down (e.g., nothing at all displayed on the screen, no LED lights, etc.). Hold the top button until the red LED is lit. Wait through the full boot-up process. IF this fails, you can attempt the battery-pull method above, but it is normally NOT recommended unless nothing else works.
  • 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.

Hopefully that will get things going again for you! If not, then I'd encourage you to contact your original place of purchase for warranty evaluation. It is completely possible that your device is defective...which, if so, would perhaps not quite warrant shifting to a different make of device (all devices designed and built by humans are subject to imperfection, after all).

 

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
Adrianmac1
Posts: 3
Registered: ‎05-26-2013
My Device: Z10
My Carrier: Orange

Re: Z10 not receiving or making calls

thanks sdgardne - I've tried that now and although I immediately get a little message in black across the phone telling me the phone is registered I don't then get a message in my message apps or anywhere else confirming it. Eventually I turn off the phone and turn it on again and it's performance is only a little better - still often unable to make or receive calls, 

 

My Z10 has BB10 downloaded on it - am I right in thinking your step 2) isn't applicable and that I should go straight from getting the registered message (if I ever get one) to rebooting as in step 3)?

 

I guess I'll  have to go back and do battle with the shop I bought it in. It seems odd that I should have picked up not one but two defective phones but I can't think of any other explanation now.

 

Thanks for your help - any other suggestions gratefully received!

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New Contributor
Adrianmac1
Posts: 3
Registered: ‎05-26-2013
My Device: Z10
My Carrier: Orange

Re: Z10 not receiving or making calls

Looking further - I think your step 2) is to do with email accounts but these are working very well and have never been a problem so I think it's just steps 1) and 3) I should be trying.
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Hall of Famer II
sdgardne
Posts: 48,285
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Z10 not receiving or making calls

If you look even a little further, you will notice that step 2 states, very clearly, "(pre-BB10 devices only)"...

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
Please use plain text.