Welcome to the official BlackBerry Support Community Forums.

This is your resource to discuss support topics with your peers, and learn from each other.

inside custom component

BlackBerry® OS Smartphones

Posts: 1
Registered: ‎04-24-2013
My Device: Bold 9700 6.0
My Carrier: Tim Br

Can't connect to the internet properly neither over BIS or Wi-Fi

Have an Bold 9700 that had 5.0. It was connecting fine over Wi-Fi when i changed to "Hotspot" on Browser options, but it wasn't connecting over BIS, even after my Carrier (Tim Br) give me all the TCP/IP settings, Data Plan on, and everything else ok...


So i updated to OS 6.0, from my Carrier, and now its worse, cause not over Wi-Fi i can connect... Before i could use the Facebook app without a data plan, navigate in any site, but now, over Wi-Fi can't use Facebook, can't go to Facebook Website, only some websites work, and my BIS still doesn't work... Tried Data Services OFF, While Roaming OFF, APN Disabled, deleting service book and still no Wi-Fi connection


I tried doing an update to my firmware router, re-uploading the OS 6.0, but nothing... My internet is fine, cause i can use Facebook Messenger app on my device, can use Opera Mini with "some" websites


Hope someone can help me, Thanks

Hall of Famer III
Posts: 58,165
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Can't connect to the internet properly neither over BIS or Wi-Fi

Hi and Welcome to the Community!!


As far as I can tell, the TIM BR system supports the 9700 natively, so you should be able to automatically receive all necessary configuration information from their network. So, 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.

See if that returns things to functionality. If any of the steps do not complete correctly, then there is definitely something else wrong...


I'm assuming you have your voice services working fine from TIM BR -- voice calls, voice mail, and SMS...those would not work if you did not have your BB unlocked and it has a different VendorID than TIM BR.


Any chance that this device is/was part of a BES environment? If it has an IT Policy, it's possible that is impeding some functions. You can check via this:

  • KB30076 How to check for an IT Policy on a BlackBerry smartphone

Have they stated clearly that they were able to properly create a BIS account for your BB in their system? One BB PIN can exist in only one carrier BIS system anywhere in the world at any given moment...if, for example, another carrier has your BB PIN locked into their BIS system, then TIM would not be able to create a BIS account in their system.


Beyond that, I'm at a bit of a loss...if you bought this BB from TIM, then they are 100% responsible for all support to your for all issues, be they device-related or service related. On the other hand, if you obtained your device elsewhere, then support could get tricky as TIM would only be responsible for your service-related support, but not if the problem is the device itself...in this situation, your formal device-related support would come from whoever supplied the device to you.



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.

...................................................... ......................................................