Troubleshooting: Phone
I cannot make or receive calls
Try performing the following actions:
• Verify that your BlackBerry® device is connected to the wireless network.
• Verify that your wireless service plan includes phone or voice services.
• If you cannot make calls and fixed dialing is turned on, verify that the phone number for your contact appears in your
fixed dialing list or turn off fixed dialing.
• If you have traveled to another country and you have not changed your smart-dialing options, dial the full phone
number, including the country code and area code, for your contact.
• If you are not receiving calls, verify that call blocking and call forwarding are turned off.
• Your device or your SIM card might support more than one phone number, even if you only have one phone number.
Verify that your phone number is set as your active phone number.
• If you have more than one phone number associated with your device, verify that the phone number that you want to
make calls from and receive calls to is set as your active phone number.
Related topics
Fixed dialing and smart dialing, 47
Call waiting, call forwarding, and call blocking, 45
Switch the active phone number, 52
My phone number appears as Unknown in the Phone application
If your BlackBerry® device uses a SIM card, try changing the phone number on your SIM card to change how your phone
number appears in the Phone application.
1. On the Home screen or in a folder, click the Options icon.
2. Click Device > Advanced System Settings > SIM Card.
3. Highlight the phone number.
4. Press the
key > Edit SIM Phone Number.
5. Type your phone number.
6. Click OK.
I cannot check my voice mail
Try performing the following actions:
User Guide
Phone
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• If you have more than one phone number associated with your BlackBerry® device and you are trying to check your
voice mail using a shortcut key, your device calls the voice mail access number for your active phone number. Check the
voice mail for your alternate phone number.
• You need a voice mail access number to check your voice mail. To obtain a voice mail access number, contact your
wireless service provider or administrator.
Related topics
Switch the active phone number, 52
I cannot make calls using a voice command
Try performing the following actions:
• Verify that your BlackBerry® device is connected to the wireless network.
• If you are using a Bluetooth® enabled device, such as a handsfree car kit or wireless headset, verify that the Bluetooth
enabled device supports this feature and that you have paired the Bluetooth enabled device with your BlackBerry
device.
• Verify that your keyboard is unlocked.
• Verify that the language that you use to say voice commands is the same as the voice dialing language that you have set
in the language options. Certain languages might not be supported.
Related topics
Bluetooth technology, 230
Change the language for voice commands, 58
I cannot change the number of times that my device rings
Depending on your wireless service provider, you might not be able to choose the length of time that your BlackBerry® device
rings before the call is picked up by voice mail. For more information, contact your wireless service provider.
Some features are not available on my device
The availability of certain features on your BlackBerry® device might be affected by items such as your device model and
wireless service plan.
Depending on your messaging service plan, some features or options might not be available in the message options on the
Email Preferences screen.
If your email account uses a BlackBerry® Enterprise Server, your organization might not have set up some features or might
prevent you from using some features or options. If your administrator has set an option for you, a red lock indicator appears
beside the option field.
For more information about the features that are available on your device, contact your wireless service provider or
administrator, or visit
www.blackberry.com/go/devices
.
Related topics
Feature availability, 17
User Guide
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