Unable to browse the Internet over a Wi-Fi connection

Article ID: KB17309

Type: Support Content

Last Modified: 05-23-2013

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry smartphone with Wi-Fi
  • BlackBerry Device Software 5.0
  • BlackBerry 6 to 7.1
  • AT&T wireless network
  • FIDO Solutions 
  • Vodafone wireless network
  • Verizon wireless network
CollapseOverview

After confirming that the BlackBerry smartphone can make a successful Wi-Fi connection to a wireless router and be able to ping a website, the BlackBerry smartphone is still unable to browse the Internet. The status of the Wi-Fi connection in Manage Connections will show a yellow dash but the Wi-Fi diagnostics status shows network acquired.

CollapseCause

AT&T Wireless, FIDO Solutions, Vodafone and Verizon wireless require an active data plan on the account to allow access to Wi-Fi services.

CollapseResolution

Confirm if a valid BlackBerry Internet Browsing Service data plan is active on the smartphone. Contact the wireless service provider for assistance.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.