Blackberry Troubleshooting
Dropped Calls

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

Make sure the SIM card network matches the BlackBerry smartphone network

Perform a visual inspection of the SIM card and check if the network is the same as the network labeled on the BlackBerry® smartphone.

  1. In the Applications List, select Options.
  2. Select Mobile Network. The name in the Mobile Network field must match the network labeled on the device.

Make sure the SIM card is correctly inserted in the BlackBerry smartphone

Reposition the SIM card or re-insert the SIM card securely into the SIM card slot on the BlackBerry smartphone.

Make sure services have been provisioned for the SIM card

Verify that voice services have been provisioned correctly.

Try to reproduce the issue using a different, working SIM card

Try to reproduce the issue using another working SIM card. If the issue cannot be reproduced, replace the customer's existing SIM card.

Make sure that you are in an area of adequate signal strength

If the signal strength is weak, move the BlackBerry smartphone to an area with better wireless network coverage.

Perform a hard reset

A hard reset is similar to restarting a computer that stops responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.

Note: A hard reset does not delete any settings or data on the BlackBerry smartphone.

To perform a hard reset, complete the following steps:

  1. Turn the BlackBerry smartphone off.
  2. Remove the battery.
  3. Reinsert the battery.
  4. Wait for the BlackBerry smartphone to turn on.

Note: If the issue returns after performing a hard reset, then contact technical support for further investigation.

Update the BlackBerry Device Software

You can download the latest version of Blackberry Device Software from Follow the instructions on the screen to download the latest version currently available from your wireless service provider.

If this issue is still not resolved, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.

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