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Posts: 1
Registered: ‎11-24-2010
My Device: Torch 9860
My Carrier: 3

BIS can't connect via WiFi anymore

[ Edited ]



Since 2 weeks ago i cant connect to BIS via WiFi anymore which is previously i have no problem with WiFi connection.

Usually when i am connecting to WiFi and connected it will show with 4 dots BB logo beside the WiFi logo. And now no more, only the WiFi logo connected with highlited white color.


Tried already to contact my BB service provider and no luck at all, they just said that perhaps the problem is in my WiFi network that i am connecting which i am so sure that no problem at all with the WiFi network that i am connecting since my friends can connect to BIS via its WiFi with no problem at all.

Then i tried to switch my SIM card to my friend BB and no problem at all with other BB, and put my friend SIM card in my BB still having same problem.


I assume this problem perhaps is occuring in my BB or in the RIM server related to my BB PIN that causing my PIN cant registered to the BIS via WiFi or I can say my data plan that registered to RIM/Blackberry was unexpeted become changed strangfully.


Is there anyone can help ? or perhaps RIM can support by checking my plan related with my PIN ?


Thank you in advance





Hall of Famer III
Posts: 57,523
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: BIS can't connect via WiFi anymore

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) esend Service Books (pre-BB10 devices only)

  • 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 you might want to try deleting some Service Books...I'm not sure which ones, but they'd somehow be related to WiFi...any that you delete should properly repopulate so it should be no issue. Otherwise, you should contact your mobile service provider for formal support and potential escalation up to BlackBerry...only they can formally escalate cases to BlackBerry that require it. Consider -- you pay your carrier for all of your services...they are not delivering those at the moment, so escalation may be in order.


As an absolute test, you should get someone who has no problems to use your WiFi and see that they get proper BIS services via WiFi...that's the only sure way to rule out your WiFi as causal. I can't quite tell, from your post, if you did that already.

Good luck!

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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