Z10 - Issue with Data Services

[jrudall]

Hello

I've had my BB Z10 since May 2013.

Lately I've experienced issues with the Data Services whereby the BB logo at the top right will not be visible. When this happens I lose:

1. Email

2. Internet Connectivity

3. BBM

4. Social Media

During these outages of BB Services, I am still able to make and receive calls and text messages.

This has happened most recently as after 7:15am this morning (Thu 8th Aug). I am currently in the CF10 postcode area.

Looking at the handset, the signal shows full strength with a lower-case "h". The phone network settings are:

Network Mode = "4G & 3G & 2G"

Network Selection Mode = "Automatic"

Data Services = "On"

Mobile Network = "On"

The phone details are:

Model = "BlackBerry Z10"

Model Number = STL100-2

OS Version = 10.1.0.2312

I was issued with the new Micro Sim for the handset when I took the phone out.

Prior to this I had a BlackBerry 9860 on a BIS Plan.

I would appreciate your assistance as soon as possible please.

Many Thanks

Julian

[Retired-Dave]

Hi jrudall,

Have you tried a hard reset on the phone to clear up any minor issues?

 - Switch the handset on.
 - Whilst powered up, remove the SIM card and battery.
 - Put the battery back in and switch on.
 - Wait a couple of minutes, then remove the battery again.
 - Replace the SIM and battery and switch back on. 

If this doesn't work, I'd suggest you check our network troubleshooter. Even though you're seeing full signal indicated, there may be an issue with how the phone is picking this up or with the local network.

Dave

[jrudall]

Hello Dave

I will try this as you have suggested and will update the post with my findings.

When I left work yesterday the signal/network/bbservice status was:

Signal = Full

Network = h

BB logo = off (no)

Wi-Fi = on (not connected)

When I arrived home this had changed to:

Signal = Full

Network = e

BB logo = off (no)

Wi-Fi = on (not connected)

I connected to the Wi-Fi router at home and this immediately changed to

Signal = Full

BB logo = on

Wi-Fi = on (connected)

Leaving home the status was

Signal = Full

BB logo = on

Wi-Fi = on (connected)

When I arrived at work this had changed to

Signal = Full

Network = h

BB logo = off (no)

Wi-Fi = on (not connected)

I rebooted the handset, after which the status was

Signal = Full

Network = H

BB logo = on

Wi-Fi = on (not connected)

Once again, I will try the steps that you have recommended in your post and will feedback with my findings.

If there is an issue with how the phone is picking this up does that mean that the issue lies with the SIM Card??

Thanks

Julian

[Retired-Kay]

Hi jrudall, 

Possibly, it certainly wouldn't hurt to try a new SIM card if everything else has been looked into. 

Post back your findings and we'll take it from there. :smileyhappy:

Kay

[sheppard8321]

Hi jrudall i have the same problem. I have copied the link to my messages so you can see how i was advised.

http://forum.vodafone.co.uk/t5/BlackBerry-10/BB-data-services-not-working-correctly/td-p/1499968

After re-installing the phones software, receiving a new sim card and trying my sim in a Q10 the problem that you are experiencing appears to be the same as mine. The local network has been tested with no apparent problems but yet these faults still continue.

My Z10 has started to become worse of late with the problem lasting until i turn radio signals off and then back on to sort the problem.

although this does not answer your problems at least you are not alone with your problems and hopefully something can be sorted.

Looking at other forums it does seem as though we are not alone but it only seems to be a problem with Vodafone UK in this country. I have been unable to find similar problems with any other UK operator only foreign networks.

Maybe we should be able to claim some sort of reimbursement until the problem is sorted as after all whats the point in having a Blackberry if you cant use all the services.

[Retired-Dave]

Hi sheppard8321,

This isn't an issue affecting all users, and we hadn't heard back from you here since Wayne's last suggestion a few month's back.

What happened when you tried the SIM in a Q10? Was there any difference?

We've ruled out most things previously, so if  the phone has become worse, I'd suggest sending it for a warranty repair. 

Dave

[sheppard8321]

Hi Dave thanks for the reply.

I have left it for a while so i could try different areas to see if it was localised or not.

When i used the sim in the Q10 the same problem occured. i.e. the data service (blackberry logo) failed to appear until i turned data services off and back on.

I thought it might be wise to wait until 10.2 was released to see if that made any difference. (I will let you know once ive tried it out)

One other thing i have noticed when upgrading to 10.2 is that when accepting the Blackberry solution licence agreement it used to list UK under country but does not on my download and it sets itself up as Guernsey. any ideas?

Thanks for all your help. It is appreciated.

[Retired-Simon]

Hi sheppard8321

Please do let us know what happens when you’re on the 10.2 update.

If you look at the license agreements they contain the same information. I’d have no idea why the UK doesn’t show up though, it most certainly should do.

Thanks

Simon

[sheppard8321]

Hi Simon, thanks for getting in touch. I have had the same problem with 10.2 installed. I was on a call using the 2G network and after the call (about 20 minutes) the blackberry logo failed to re-appear. I checked network settings on my phone and it said EDGE-VOICE/DATA but as i said the logo failed to appear and i was unable to use the internet untill i put the phone into flight mode and back.

I think i have given Blackberry more than enough time to sort this problem out FEB 2013. The only people that seem to reply to any problems are via this forum (Tech team/ users) fantastic by the way. I have tried to get in touch with Blackberry direct via their site but only get replies from the users never their tech people.

Unfortunately i am unable to upgrade until Dec 2014. I think i will look at buying a sim free iphone s from Apple unless you are able to sell one direct.

I forgot to mention earlier that phones4u where i purchased the phone (sim free) from have also had a look at my phone and could not find fault with it and only re-installed the previous 10.1 operating software. 

[Retired-Kay]

Hi sheppard8321, 

I'm sorry to hear the update hasn't resolved the issue. 

We're only selling the iPhone as part of a contract so we can't provide one SIM free at the moment. 

Apologies we've not been able to help further but let us know if there is anything else and we'll be in touch. 

Kay