Network signal can you see 'EDGE' or 'edge'?

If you look at the signal strength on your Blackberry it will show you how strong the signal that you are receiving is with signal bars and the type of network next to it e.g. EDGE. If this is written in capital letters it means that you are successfully connected to that network and your email should work correctly, but if it is written in lower case you are not connected.

• EDGE means connected, you should be able to send and receive emails normally.
• edge means not connected, you may only be able to make and receive calls, sending and receiving emails may not work.

Signal solutions

1. Ensure that you have at least 2 bars of signal, if not you may need to change location to get better reception.
2. Try a different network if you're roaming, or ensure you're connected to the Sure Network when at home by selecting:
   
   Manage connections > Mobile network options > Network selection mode > Switch it to manual > Select a network
3. Turn off the phone remove the battery and SIM and leave them out for a few minutes. Replace them and turn the phone on again to see if it has fixed the problem.

If you are still having problems please call our customer support on 01481 700700 or bring your phone into one of our shops.

Do you have an active connection to BlackBerry?

Do you have an active connection to Blackberry?

To test this, go to:

From the menu button choose REGISTER NOW. This should result in an email being sent to your device confirming that the device is registered on the network. If not please contact us on 01481 700700.

Has your password expired?

Has your password expired?

If you have a Smart plan or Blackberry Internet Service (BIS) account, and you have changed your password on your mail account recently; this must also be updated on your Blackberry device to continue receiving emails.

Is your BlackBerry corporate owned?

Is your phone a corporate owned Blackberry Device?

If your phone is from a company or your employer you are most likely to be on Blackberry Enterprise Solution (BES). If you can't find a solution to your problem you should contact the BES administrator in your company who should have access to internal software.

Alternatively you can contact your Account Manager at Sure to discuss a visit by our Professional Services Team. Simply call 01481 700700 for more information.

Are you on BlackBerry Pay As You Go abroad?

If you are using BlackBerry Pay As You Go, you have the same roaming access as standard Pay As You Go and will not be able to use data when roaming so you will not receive emails or be able to browse the internet unless you can use WiFi.

Problems receiving email

If you are not receiving email messages on your BlackBerry smartphone, try one or more of the following:

• If the signal strength is too low, your BlackBerry smartphone may not be able to receive email messages. The network status indicator on your BlackBerry smartphone must display two bars or more for reliable email messaging. If you move to an area with a stronger signal, you should start receiving email messages.
• Some wireless network types cannot transmit email messages. You can send and receive email messages only if the network status indicator on your BlackBerry smartphone displays GPRS or EDGE. If your BlackBerry smartphone is not connected to one of these wireless networks, move to an area with appropriate network coverage.
• If the email account details in BlackBerry Unite software are incorrect, your BlackBerry smartphone will not receive email messages. Verify that your email address and password are correct. If prompted, check that the protocol, incoming server name, incoming port, and SSL settings in BlackBerry Unite! software are correct.
• If you can send and receive PIN messages but you cannot receive email messages, there may be a problem with your email account service provider or the email account details in BlackBerry Unite.