FAQ

Handheld

What is a BlackBerry™? What does it do?

BlackBerry™ is the leading wireless enterprise solution offered by Research in Motion Ltd. (RIM) that keeps mobile professionals connected to people and information while on the go. It is a proven platform that provides users around the world with secure, wireless access to a full suite of business applications including:

• Email
• Corporate data
• Phone
• SMS
• Web
• Organizer features
• Multimedia features

BlackBerry™ solution comes with a Mobile phone, which allows you to get instant e-mails on your BlackBerry™ handheld. These e-mails are push-based e-mails and access is available to e-mails while roaming nationally and internationally in selected locations. These e-mails can be your official e-mails and also your personal e-mails. BlackBerry™ also allows you surf the internet.

How does a BlackBerry™ work?

BlackBerry™ works on the Zong EDGE/GPRS network. Via the Zong EDGE/GPRS network your mails are sent and received from your BlackBerry™ handheld.

How does a BlackBerry™ work?

BlackBerry™ has email solution for Corporate and individual users. BlackBerry™ Internet Service – For Prosumers (Allows users to integrate up to 10 email accounts to one Handheld).

This is an ideal solution for

• Small businesses currently using ISP mail or web mail
• Businesses of any size that do not have in-house email servers or IT departments
• Independent mobile consultants and contractors
• Anyone who wants to stay connected while on-the-go

Organizations with an in-house email server can also integrate Web based email accounts e.g. Hotmail, AOL etc in addition to the Corporate email account.

Please visit our website or contact Zong Customer Service Centre.

Will BlackBerry™ email also work with my personal email on Gmail / Hotmail, etc.

Yes it will work with Hotmail and any other POP3 email account as long as POP access is enabled on these accounts. The POP3 access may be free or a paid service as per policy of your mail account service provider.

How can I transfer my BlackBerry™ to my Spouse/Relative?

There can be 10 email accounts activated or deactivated on each BB. The person using the phone can deactivate his present email settings and activate for Spouse/Relative or others. The person you are transferring the handheld to, needs to take up a Zong connection and get the BlackBerry™ services activated on that connection.

How is BlackBerry™ different from the other Mobile e-mail solutions advertised?

BlackBerry™ is different from the other mobile email solution in the following ways • BlackBerry™ emails are “Pushed” to the handheld, whereas in most of the other solutions, emails have to be “Pulled” by the user. Thus under BlackBerry™ the email is received instantaneously on the handheld without any intervention on the part of the user, whereas under Pull based solution the user will have to continuously keep “synchronizing” failing which his email will not get delivered to the handheld

How is BlackBerry™ Handheld different from any other feature rich GPRS / EDGE enabled Pocket PC/Smart phone?

There are many Pocket PCs / Smartphones available. The features vary according to the cost of the handset and can include in-built phone cameras and or camcorders in the highest end phones. BlackBerry™ handhelds however are designed as an Office-productivity tool and are optimized as such. The handheld has features like which combined with its "Thin" shape and "light" weight make the device very easy to use and carry.

Is BlackBerry™ compatible with my current handset?

No, this service is not compatible with your existing handset, unless you have a BlackBerry Connect enabled handset. Kindly refer to the Connect section of this page for more details.

What happens if my device has some problems (eg. screen breaks, Keypad stops working, battery stops working, charger problem, etc) after the warranty is expired?

Out of Warranty service is available. Corporate customers are requested to contact their Corporate Account Managers and Individual customers are requested to visit Zong Customer Service Centers. Repair charges will be levied as applicable.

Can I activate a BlackBerry™ handset that I bought on a recent trip abroad with the BlackBerry email solution?

BlackBerry™ handhelds procured from any source other than Zong may or may not work on Zong network (depending on the branding/SIM lock issues). Zong will only activate BlackBerry™ service on those BlackBerry™ handsets which are procured from Zong.

Does BlackBerry™ have any camera attachments for the handsets?

Yes, both the Curve and Bold handhelds have cameras.

Does BlackBerry™ support the following?

If my handset gets damaged while I am roaming abroad, will you replace it?

No, we would then need to certify the damage and check whether it falls under warranty and then replace it.

My LCD display seems faint

You need to customize the screen contrast. While in the Home screen, scroll to the Options icon and click. Scroll to Screen/Keyboard and click. Select Screen Contrast, and press the space key to scroll through the available contrast levels. You can choose from 1 to 30.You need to customize the screen contrast. While in the Home screen, scroll to the Options icon and click. Scroll to Screen/Keyboard and click. Select Screen Contrast, and press the space key to scroll through the available contrast levels. You can choose from 1 to 30.

My handheld seems to be unresponsive.

You must reset the handheld by pressing <Alt><CAP><Backspace>. If that does not restore the handheld, insert a paper clip into the pinhole on the back of the handheld to activate the reset button.

I composed a message on my handheld and selected Send from the menu, but it has not been sent yet.

There are a few reasons why your messages may not have been sent. Ensure that your handheld radio is turned on. On the BlackBerry™ handheld the icon turns the radio on/off.

• Ensure that capital GPRS/EDGE is indicated underneath the network connectivity icon. If no GPRS/EDGE identifier appears then you will need to check which network you are currently active on. (Select Options Network to check). If no active network is currently selected, simply click the track ball and select the Select Active Network option and wait for it to find the GPRS/GSM/EDGE carrier
• If there is a clock icon next to the unsent message, you may be temporarily out of the wireless network's coverage area. Messages will only be successfully sent and received when you are in an area with sufficient coverage. Sometimes if you move closer to a window, coverage is regained
• If there is an X next to the unsent message, a transmission error occurred. Open the message and scroll to the top. The Message Status field will indicate the problem. Possible transmission errors include:
  • "General send failure: please try again"
  • "Temporary network problem: please resend later"
  • "Timeout: message not delivered"

When I send a message from my handheld, is there a way I can confirm that the recipient of the message has received it?

If you are sending an email message, type <confirm> in the Subject field of the message (please note that the square brackets must be included). When your message has been delivered, you will receive an email message.

I am composing a lengthy message and need to navigate through the message horizontally to edit a spelling mistake. I can scroll vertically but how do I scroll horizontally to edit the text?

Please press <Alt>, while rolling the track ball to scroll horizontally.

I am receiving duplicate messages on my BlackBerry™ handheld device. What do I need to do to fix it?

The handheld is not in an area of sufficient wireless coverage, therefore it cannot send an acknowledgement to the BlackBerry™ Enterprise Server or the BlackBerry™ Desktop Redirector, to confirm it has received the message. The issue will be resolved one the handheld returns to an area of sufficient wireless network coverage.

I want to edit my auto signature on my BlackBerry™.

Contacts in the handheld Address Book are sorted by: First Name, Last Name, or Company. If the contact was created in Microsoft® Outlook® and all of the above fields were left blank then the contact will be displayed as <No Name> in the Address Book, after the handheld has synchronized with the desktop.

Resolution: The contacts in Outlook must specify First Name, Last Name or Company. The handheld can then be synchronized with the desktop to apply changes to the Address Book.

How do I remove all data on my BlackBerry™ Handheld?

• Go to Options
• Click on Security Options
• Click on General Settings
• Click the Menu key
• Click on Wipe Handheld – this will erase all data from your BlackBerry Handheld.

Service

Where can I sign up for this service?

Corporate customers can do so by contacting their respective Corporate Account Managers. Individual customers can sign up for this service at BlackBerry™ designated Zong Customer Service Centres listed below.

What number do I call for support on this service?

If you are a Corporate customer you need to initially consult your corporate IT department and if the issue persists you must contact your Corporate Account Manager. Individual customers can call for support at 310 from their Zong number.

What do I do if my BlackBerry™ Wireless Handheld is lost or stolen?

If you are a Corporate customer, please contact your Corporate Account Manager and your internal IT to delete the data on your Handheld. Individual customers are requested to call 310 to have your account de-activated immediately.

Who do I get in touch with for the handset repair and maintenance?

If you are a Corporate customer you need to initially consult your corporate IT department and if the issue persists you must contact your Corporate Account Manager. Individual customers can call for support at 310 from their Zong number.

Can I increase the memory of my BlackBerry Handset?

Yes, BlackBerry handsets support MicroSD cards.

Can I provision an Auto Reply to the emails that I receive in my BlackBerry™ handset?

Auto Replies are set directly on the Lotus Client or MS Exchange Client on the Desktop/Laptop of the user. Auto Replies cannot be set on the BlackBerry.

Do I have to keep my PC on to receive my office emails on BlackBerry™ handsets (BWC)?

This will not be required.

What is the probability of Virus affecting the BlackBerry™ Handheld?

Virus cannot affect the BlackBerry™ handheld since it runs on the Java platform and there are no exe. files running on your handheld.

Roaming

Will BlackBerry™ email work when I am Roaming anywhere in the world?

Yes, BlackBerry™ email will work in international roaming with selected Partner operators. Call 310 for details.

I use BlackBerry™ services, which I have purchased from an operator from outside of Pakistan. Can I access these services when I am roaming in Pakistan?

Yes, we would request you to please check with your Home operator for the list of Roaming tie-ups with Operators in Pakistan.

If customer is roaming internationally on some other operator network where this service is present, will it work for Zong subscribers?

The service will work if the operator, on which you are roaming, has tied up with Zong for data roaming. For more details on such tie-ups, please log on www.zong.com.pk.