Issues initiating phone calls

Article ID: KB35444

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 10
Jump to: Environment | Overview
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  • BlackBerry 10 OS
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The following information is intended for retail support representatives who are assisting customers with troubleshooting.

Ask the customer about their phone application usage

  • Ask the customer if the mobile network on their BlackBerry smartphone is turned on.
  • Ask the customer if they recently placed a phone call using their BlackBerry smartphone.
  • Ask the customer if they made the phone call in a good area of coverage.
  • Ask the customer what method they used to initiate the phone call.
    • For example, from the address book, calls within the BlackBerry Hub, within the Phone application, etc

Troubleshooting

  • Verify that the Mobile Network on the customer’s BlackBerry smartphone is switched to On.
    • Tap Settings > tap Network Connections > tap Mobile Network.
  • Advise the customer that they may experience issues with phone calls in areas of bad coverage.
    • Make a phone call with the customer’s BlackBerry smartphone in an area with good coverage.
  • Verify that the calling function works by trying an alternate method to make the phone call.
    Note: There is no functionality to make a call directly from an email or the browser application by tapping on the contact’s phone number.

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