BlackBerry Bold 9788 - Troubleshooting: Phone

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Troubleshooting: Phone

I can't make or receive calls

Try 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 can't 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 haven't changed your smart-dialing options, dial the full phone

number, including the country code and area code, for your contact.

• If you're 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 information

Fixed dialing and smart dialing, 48

Call waiting, call forwarding, and call blocking, 47

Switch the active phone number, 54

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.

User Guide



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5. Type your phone number.
6. Click OK.

I can't check my voice mail

Try the following actions:

• If you have more than one phone number associated with your BlackBerry® device and you're 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 information

Switch the active phone number, 54

I can't make calls using a voice command

Try the following actions:

• Verify that your BlackBerry® smartphone is connected to the wireless network.
• If you're using a Bluetooth® enabled device, such as a hands-free 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


• 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 information

Bluetooth technology, 248

Change the language for voice commands, 61

I can't 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 aren't 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.

User Guide



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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 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


Related information

Feature availability, 18

User Guide