How to Fix Your BlackBerry Mobile Network Connection

Help! My BlackBerry Key 2 says I am offline

A BlackBerry can appear to be complex, simply because it has so many features. However, BlackBerry hardware and software are elegantly designed, and troubleshooting problems is easy, even when your BlackBerry says you are offline.

This guide is for devices with BlackBerry OS. If you use a newer BlackBerry smartphone with Android OS, skip to the bottom of this page.

Blackberry Passport vs. Z30-b
BlackBerry

How to Fix BlackBerry Network Problems

These basic troubleshooting steps can solve most BlackBerry mobile network connection issues that are not a result of regional or nationwide carrier outages. If the problem is a more complex device issue, your carrier's technical support will guide you through in-depth troubleshooting.

If you have BlackBerry signal problems or another mobile network issue, follow these basic steps and then check again to see if you can connect to your carrier's network:

  1. Determine the network status. When you first notice that you can't connect to your carrier's wireless network, isolate the issue to see if it's with your device or if the carrier has a problem. If you have access to a computer, you can do this by searching online, like on the Down Detector, or by talking to other people on the same carrier.

  2. Disconnect from the network. If you determine that it is not a network problem, but a problem specific to your phone, completely disconnect from all networks and reconnect to the Mobile Network only.

  3. Restart the BlackBerry. Perform a soft reset on your BlackBerry if you still can't connect to your wireless network, or if you can connect but can't make or receive phone calls and transfer data.

  4. Reset the BlackBerry. Perform a hard reset if your connection is not restored when the BlackBerry finishes booting up.

    Before you replace the BlackBerry's battery, remove and replace its SIM card to make sure it's seated correctly. Older CDMA BlackBerrys may not have a SIM card, so this does not apply to those devices.

  5. Get support. If, after the device boots up, the BlackBerry still doesn't connect to the network normally, even after you replace the SIM and battery, contact your carrier for additional assistance. Sometimes the problem is that the network has poor coverage where you are, in which case you should consider a cellphone signal booster.

If your BlackBerry has the Android operating system installed and doesn't connect to the internet supplied by your carrier, reset the APN settings to default.