Unable to connect to Internet [ Edited ]

[richard49]

I have a Blackberry Curve 8520.

Until a few days ago I was able to connect to the Internet at home without any problems. I connect through my home hub using WiFi.

When i attempt to connect to any website I get the following message... "A communication failure has occured. The server may be busy, please try again later. If the problem persists contact your service provider."

I have made no changes to my phone and thought it might have been because of a broadband problem in my area which has now been fixed. There's no change, I still can't connect to any website.

I've pulled the battery and re-inserted it but that didn't solve the problem.

Do you have any ideas as to what the problem might be and what I can do?

Thanks...

[richard49]

This morning I re-booted the modem and pulled the battery from my phone.

On re-inserting the battery I was once again able to connect to the Internet.

Unfortunately this didn't last as after a minute or two my connection went down again and I'm back to not being able to connect to any website using my phone.

The WiFi connection on my laptop is great, no problem there.

[richard49]

Just tried my wife's phone (same model as mine) and she's having exactly the same problem; so it's not the phone that's at fault.

Can someone from Virgin please comment?

[Krystal_E]

Hi richard49,

Thanks for your details. Can you connect to any of the Blackberry services - App world, email etc?

If both of you can't connect on 2g - please check in the top of your phone - does it have gprs in upper or lowercase and do you have good signal? Is data roaming active in your settings? (the reason being we use Orange as well as T-Mobile now for our network and it roams onto Orange).

You can find this at - menu > options > mobile networks.

You could also try refreshing the host routing table at - menu > options > advanced options > host routing table > press blackberry key > register now. Take the battery out whilst the phone is turned on 20 mins later.

If it still won't work and doesn't in a location at least 5-10 miles away, please call 789 and they can check your Blackberry account and network side.

Many thanks.

[richard49]

I've been through all of your suggestions but it's made no difference.

My phone has GPRS (uppercase) showing but the WiFi symbol is greyed out.

I can connect to App World and can send / receive e-mail.

Data Roaming is set.

I was on the phone last night to a Virgin engineer who went through various settings with me and in the end decided to replace my Virgin Media Hub with a Virgin Super Hub to see if that solves the problem.

Evidently it'll take a few days to arrive; I hope it makes the difference.

[Krystal_E]

Hi again,

Just to confirm - are you able to connect through our connection (with wifi turned off)?

Have you tried turning the wifi on in menu > manage connections?

If this is off you should be able to connect through your web browser. Again, have you tried in a different location?

Also if it's just the internet browser that's not working (and tried google.co.uk as a text) please check:

Menu > Options > adv. Options > Browser > Default Browser Configuration - what is it set to?

Many thanks.

[richard49]

I am able to connect (couldn't yesterday) to the Internet on my phone with the WiFi symbol greyed out and showing EDGE.

If I go into my lounge, where the modem is, I now get GPRS and can connect; but the WiFi is still greyed out.

In 'manage connections' the WiFi is on but the green tick that should be on the right is a hyphen.

Default Browser Configuration is set to Internet Browser.

[richard49]

I notice that in Service Staus my phone is showing that I'm not connected to the Blackberry Enterprise Server; should I be connected to this?

[Krystal_E]

Hello again Richard!

So we've established you can connect through edge/gprs (the Virgin Mobile internet) but not your wifi.

You could try removing the wifi profile and trying again, just in case. You could always backup your data through Blackberry Desktop Software and also checking for updates to the software.

No, you shouldn't be connected to the Enterprise server - that's for Business phones with their own IT support.

Many thanks.

[richard49]

Krystal,

I've removed my WiFi profile (after backing up) but am now having the same problem I had with one of your engineers in that he didn't know the answer to the following.

When scanning for a network my phone generates a PIN to enter into the modem.

Where do I enter the PIN details after going to my browser and connecting to the modem?