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Troubleshoot issues related to data connectivity and your BlackBerry Q10

Last Updated: Apr 16, 2014

This article helps you troubleshoot data connectivity issues on your BlackBerry Q10.

You may have data connectivity issues if you're unable to:

  • Connect to the Internet
  • Browse websites
  • Send or receive multimedia messages
  • Load Internet content within applications
  • Send or receive email

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify your BlackBerry® Q10 is connected to the Sprint network.

    Be sure mobile data is enabled. Some features and applications require a data connection to work properly.

    1. From the home screen, swipe to and tap Settings.
    2. Tap Network and Connections.
    3. Tap Mobile Network.
    4. Tap the Mobile Network slider to On.
    5. Tap the Data Services slider to On.
    6. You've now enabled mobile data.
  2. Perform a soft reset.

    A soft reset reconnects your BlackBerry Q10 to the Sprint network.

    1. Press and hold the Power key to turn your BlackBerry Q10 off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Press and hold the Power key to turn your BlackBerry Q10 back on.
    4. Test your phone to see if the issue is resolved.
  3. Do you know if other Sprint customers are experiencing the same problem in the same location?

    • If yes or you don't know: Please contact Sprint Customer Care for help.
    • If no: Please find the nearest Sprint Repair center and schedule an appointment so a Sprint technician can further diagnose the issue.
  4. Temporary solution: Connect to a Wi-Fi network.

    You can connect to a Wi-Fi network as a temporary solution.

    Note: Most Wi-Fi networks have a range of less than 100 feet indoors and up to 300 feet outdoors. Objects between the router and your BlackBerry Q10 may decrease the signal strength.

    Connecting to a Wi-Fi network may also improve battery life.

Note: To optimize device performance, be sure your BlackBerry Q10 is running the most recent device software. Check for software updates.

If you're still having issues, please contact Sprint Customer Care for more help.

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