Blackberry Bold 9930 phone calls not going through

[CHP]

I got the Blackberry Bold 9930 on January 26th.  On February 10th, the phone stopped working.  I could text and BBM, but could not receive or make calls.  The phone thinks it is connecting and the counter runs, but there is no sound. I can't receive calls either.  The phone vibrates,but doesn't ring and when I try to answer, nothing. I took it to Verizon store, he removed battery and put it back in again, phone worked.  Exactly one week later at the same time of day (2:30 pm), the same problem.  Back to store, he connected the phone to the computer and updated it, worked fine.  Yesterday, same exact problem at same exact time of day (my kids get out of school and start trying to call me at 2:30, that's how I know the exact time).  Back to Verizon, now they tell me it's a software problem which will be fixed with a new update coming next week.  Did a battery pull, worked fine.  AGAIN today, same time, same problem.  Does anyone have this problem or any ideas?  It's driving me crazy.  Does some kind of update happen at 2:30 pm?  It's just so weird, phone works perfectly all day until then.

[itaest]

"Back to Verizon, now they tell me it's a software problem which will be fixed with a new update coming next week"... sorry I dont have an answer for you but I did find this comment of your interesting.  I wonder what the new update will be and what will it fix... (just thinking)

[#3]

CHP, I apologize for the delay. Are you still having issues with your device not being able to make calls suddenly? I'm not showing this as a known issue for this device, so it may be an issue with your particular device. Do you notice this happening after using any certain tasks or applications? Make sure that when you use applications like the browser, camera, etc. to press the Menu button then Close the application. Do this instead of pressing the red End button to close, because it ensures that all applications closed. If multiple applications are running at once, that can affect the operation of the phone. I would also recommend soft resetting the phone often by removing the battery for a few seconds. Still you should not have to pull the battery all the time just to make and receive calls. Let me know if this issue persists.

MarquiaF_VZW

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[rogue6089]

Having the same issue. Random no sound on incoming or outgoing. Battery pull resolves it. Any word on a fix? It is starting to happen more frequently.

[CHP]

No word on a fix, but it has stopped happening after getting very frequent. Good luck

Sent from my Verizon Wireless BlackBerry

[Hitbyatruck]

I have approximately 65 phone with your company and they are all Bold 9930. I have about 15 phones doing the exact same thing that people are describing. See link at the bottom of the page...if you think this not a none issue look at all of the forums out there and people are stating the same issues with audio problems during phone calls. Yes the battery pulling out does correct the issue but when your phone is used for business and you cannot even hear your customers that is A PROBLEM!!!

Hopefully this will be forwarded within your company so someone will look into the situation or I have a feeling your going to loose customers since they buy a new phone and it has this problem within days of activation. Verizon will only send out refurbish devices. KINDA messed up.

http://www.google.com/#hl=en&sclient=psy-ab&q=bold+9930+audio+issues+when+on+phone+call&oq=bold+9930...

Thanks for letting customers VENT because it is annoying.

[davidsinla]

Hello.  This happens to me almost daily.  I do battery pull and the phone works. Its just annoying that the important business call I get I miss because the phone won't work.  Its really annoying.

[chucklaf]

This is also happening to me, although taking the battery out doesn't solve the problem anymore.  Just got back from the verizon store today where they agreed it was a phone issue and are replacing it.because it is still under warranty. Its still under warranty because this is the 4th Bold we've had with the same issue!!!   I want to throw it through the window.  To make matters worse, a replacement phone cannot be obtained at the store but must be sent out to us.  If we want it overnight there is an additional charge of $12.99; otherwise its a 5 business day turnaround!  Absolutely ridiculous that Verizon charges $12.99 to send us a phone (that is still under warranty) overnight.  If it was my issue for breaking or losing the phone, etc. I would understand but this is such a ripofff!!  Considering out phone bill is $300+/month, the LEAST they could do is show good customer service in providing immediate replacement phones!  Unbelieivable

[VCZ]

This is not a hardware issue and Verizon needs to fess up and stop making people go through this. I have replaced my phone 3 times with the same result.  The only fix is to downgrade the phone to v7.0.  You will need to download the downgrade from www.blackberry.com along with the latest version of Desktop Software.  Be sure to perform a full backup before you downgrade and consult with your IT department if you are on Enterprise phone.  You will also have to re-install some apps.  Have been running without issue for almost a month now.

[dk6430]

Actually, in my experience, what puts the phone into that state is when one calls a number and they call you at the same time - it creates a call filed message, after which the phone is a zombie - no sounds during calls. This has occurred even on the devices BB phones 9630 and 9650, not just on 9930!!!

I spent countless hors on support, but to no avail. It must be buried deep and ugly in the phone OS. Once the phone zombies it can only be fixed by removing the battery, and it can take up to ten minutes for it to reboot...other people may think you are rude to them.

This is a VZW only problem, so it must be in the call management part...

Hope this helps to fix it soon. Or you can tell all ppl to not call you on your Verizon phone...

[jak1234]

sorry.  not the problem.  We have several users now experiencing this with our Bold 9930.  We have swapped out several devices -- not tied to hardware.  The last time, our GM called me when this was happening --- and I know I was not trying to call him.

the individual above suggesting downgrading to 7.0 from 7.1 sounds the best so far --- going to try this...

[Tfliberty]

I just received the BB Bold 9930 yesterday and have experienced the same problem of not being able to make or receive phone calls. I was able to text and email.   When calling, the phone will dial and show connected and there is no audio, and having later talked to the people I was calling, they were not able to hear anything on their end.  When receiving calls, the phone will display the caller and number and when answered, shows connected but again no voice on either end. I experienced the problem around 1pm each day, but I'm not sure if that was just coincidental.  No other apps were running during the calls.  I did a battery pull each time and it seemed to work.  I hope that there is a fix available because it would be impossible to anticipate when the phone will stop working prior to receiving or making a call and do a battery pull first.

[itaest]

TFliberty

I have had the same thing occur to me.  I notice it only occurs when I have plugged into the headset a 3.5mm plug that is connected to my car and I am playing music via my BB.  Both times that this has occurred, this has been the case.  It resolves by having to re-boot the handset.

Something is screwy in the BB OS that is causing this.

[CHP]

Luckily, since I last posted, it hasn't happened again.  But your problem is the exact same problem.  It's weird that it always happens at the same time of day.  The Verizon store employees haven't been very helpful.  It's very frustrating....

[VCZ]

I have the same problem and am now on my 2nd 9930.  Mine, however, seems to be at random times.  We have several of these at work and almost all of them have had to be replaced only to be returned by the user with the same problem.  It does not appear to be a hardware issue since, but rather a software/OS issue.

Question - is anyone else using Bluetooth or BBM Music?  On a couple of occasions, I noticed that BT would cause a fault and display an errorl.  Just before the error the phone would appear to hang only to come back to life after the BT error.  Pulling the batt seems to clear things just as others report.  For BBM Music, I notice that the player controls seem to conflict with the standard Music Player.  If you use BT to control your player, the phone seems to get confused with which player to control.  I removed BBM Music to see if this made a difference and it did not.

VZW - i understand not running too many apps simultaneously, but telling customers not to is not the solution.  I've owned every Bold since the original and never had problems and my habits have not changed.  Keep standard set of apps running (most you cannot close) plus music player and maybe weather or Google maps.  This has to be a bug in the OS.  My suspicion is BT which is why I am curious if others have the same experience.

[itaest]

With the sense this is a BB OS issue, its RIM that has to address it and not VZW. 

VCZ, I can connect my car's bluetooth to my phone to make calls but not play music from the Media Player on my BB so I use a 3.5mm plug.  When this issue has occurred, both times, I was using the 3.5mm plug to connect to my car to play music from my BB while having the Bluetooth connected for any phone calls I would make. 

I completely feel this is NOT a hardware issue as well, but an OS issue. 

So I now plug in my Apple iTouch for music instead of using my BB.

[VCZ]

It seems this issue only affects Verizon 9930.  We now have about a dozen AT&T Bolds at work and they do not seem to be having this issue.  I now need to pull battery at least once a day and can also confirm that this issue presents itself mainly when I am using BT and transition from streaming music and taking/making BT calls.  I hope Verizon is addressing this with RIM.

[jak1234]

What OS level?  Sounds like there might be a tie to 7.1.x.

[lmottola]

I have been having this same problem daily since I had my 9930. I called phone support and they had no idea what I was talking about. I just went to the Verizon store today and they told me that RIM is aware of the issue and are working on a fix but they are not sure when it will be ready. For now, have fun removing batteries daily. Ridiculous.

[Lharris]

Wow. I didn't think anyone had the same issue as me. I have the issue where my phone constantly loses signal and when I run connectivity test it always fails. Why? I don't know! I have factory reset my phone TWICE in a 26 day period. I love BB but I don't know why I subject myself to a phone that freezes and requires a 10 minute battery pull procedure. What my phone does is when people call, the phone will ring and when answered I can not hear a thing. My minutes are being wasted because I can not hear a phone conversation, I have the 7.1 OS and it was updated to this version when I ordered the phone. When is there going to be a fix? I hate this and how nothing gets done. I am tired of battery pulls and techs telling me to do this when I do this on the constant!

[jorso]

Having this issue also.  My wife and I are converts to Verizon and the Bold 9930 in the last month.  Randomly each of our phones will show as connected...but there is nothing but dead air.  Pull the battery and the phone works.  So far we are happy with the phone and Verizon, but if this keeps up we won't be.