BlackBerry help and support

To register your BlackBerry on the Tesco Mobile network. Then go to the Home Screen on your device and click the Manage Connections icon, then tick the Mobile Network box. Please note if you're a Pay monthly customer you'll need to be on a BlackBerry tariff. For Pay as you go customers, you need to call 2709 (from your Tesco Mobile phone) and add the BlackBerry Service Bundle.

You will then see the network coverage symbol in the top right of the screen. This is usually GPRS, EDGE or 3G if you are using a 3G device, and it should show in capital letters to indicate you have network coverage.

If your device is not showing capital GPRS, EDGE or 3G you will need to contact the Customer Services team to check your device has been provisioned for BlackBerry.

Yes it will. However, you'll have to make sure you are on the correct tariff or have the rights bundles.

1. Pay monthly: you need to be on a BlackBerry tariff. You can switch your tariff by calling the Customer Services Team on 4455 from your Tesco Mobile phone.
2. Pay as you go: you'll have to add the the BlackBerry service bundle. You can add the service bundle online by logging into your My Tesco Mobile account or you can call the bundles line on 2709 from your Tesco Mobile phone.
   

To export Contacts from your ISP e-mail account to your BlackBerry device:

1. Log into your ISP e-mail account
2. Create an Export .csv file (for Outlook) of your Contacts.
3. Save this .csv file to your desktop. Next you will need to Import this .csv file into your Contacts folder in Outlook.
4. On the File menu, click Import and Export.
5. Select Import from another programme or file.
6. Select Comma Separated Value (Windows).
7. Browse to the .csv file you created from your ISP contacts.
8. Select Contacts as your destination folder.
9. Click Finish and this will import the contacts on your .csv file into your Contacts Folder.

These contacts will now appear in your BlackBerry handheld Address Book.

Yes you can add your SIM contacts to your BlackBerry Address Book.

1. In the Blackberry Address Book click the menu and select Click on 'SIM Card Phone Book'.
2. Click the menu key and click 'Copy All to the Address Book'.

Setting up e-mail from the BlackBerry device takes just a few simple steps.

1. From the Home screen select the 'Set-up' folder and 'E-mail Settings/Accounts'. Then you can either;
   • Select the type of e-mail account you want to set-up, example, Yahoo, AOL and enter existing Internet Service Provider e-mail address and password and agree to the terms and conditions.
   • or 'Create a BlackBerry e-mail Address' (example: xxxx@tescomobile.blackberry.com) and create a password. Your e-mail is now set-up.
2. Once the first e-mail address has been entered or the BlackBerry e-mail address has been created you can then add additional e-mail addresses by clicking 'Set-up another e-mail account' and follow the above steps again.
   • No more than 10 e-mail accounts can be set-up on one BlackBerry Device.
   • If you have a new device the set-up wizard will appear on the screen when they switch on your device. The e-mail set-up instruction is also in the tutorial is in the set-up wizard.

To help you manage the distribution of e-mails to your colleagues and friends you can create groups of users from your BlackBerry Contacts. 

1. Select the Contacts icon on your BlackBerry device
2. Click the trackpad/trackball and select New Group
3. Type in a name for your group
4. Click the trackpad/trackball and select Add Member
5. Select a contact, click the trackpad/trackball and select Continue
6. Repeat this process until you have added all group members
7. Click the trackpad/trackball and select Save Group

The group will now be saved in your Contacts. When creating a new e-mail, select the name of the group to e-mail all members in the group.

You can create filters to specify which incoming e-mail messages are forwarded from your e-mail account(s) to your BlackBerry device. Filters are applied to incoming messages in the order in which they appear in your filters list.

Note: If you have added more than one e-mail account, e-mail filters that you create for one e-mail address are not applied to another e-mail address.

1. From the Home Screen select the Set-up folder click on E-mail Settings/Accounts.
2. Highlight the e-mail address for which you want to create a filter for.
3. In the filter name field or menu select filter.
4. Specify the rules for this filter, providing the origin domains of e-mail that you do not want to receive on your handheld.
   

• On newer devices, from the Home screen select Options, then Security Options,and then Security Wipe.
• On some older devices select Options, then Security Options and Security Wipe.

This will wipe all data that has been stored and re-set the phone to the factory settings.

If your phone has a password enabled, the data on your handheld cannot be accessed until the correct password is typed. You can set a password by following these steps:

1. From the Home Screen, select Options, select Security and then select Password. On some older devices select Options and Password.
2. Click the trackwheel/trackball to see menu press the Space key to enable the password.
3. A small box will appear, prompting you to enter a password (with a minimum of 4 characters).
4. Press Enter when you are finished.
5. You will have to enter your password again to verify it.
   

BlackBerry phones have a Help section in each of the separate applications / icons to find the help menu, select the application/icon you want help on. Click the trackball/trackweel and the full menu list will contain a Help option.

You'll need to install the BlackBerry Desktop Manager software. This is a free download from RIM’s website by clicking here.

During the install process make sure you choose the option to load the Blackberry Internet Service Desktop Manager and not the option for BlackBerry Enterprise Server or BlackBerry Desktop Redirector.

You can then synchronise items such as tasks, memos, contacts and calendar entries so the entries on your device and in your Microsoft Outlook are identical. To do this:

1. Connect your device to your computer using the USB cable provided with your handset.
2. Open the Desktop Manager.
3. Double-click the Intellisync icon.
4. In the Synchronise now section, select the Synchronisation PIM check box.
5. Click Synchronise now.
   

Yes you can add your SIM contacts to your BlackBerry Address Book.

1. In the BlackBerry Address Book click the menu and select Click on ‘SIM Card Phone Book’.
2. Click the menu key and click ‘Copy All to the Address Book.

Setting up e-mail from the BlackBerry device takes just a few simple steps.

1. From the Home screen select the 'Set-up' folder and 'E-mail Settings/Accounts'. Then you can either;
   • Select the type of e-mail account you want to set-up, example, Yahoo, AOL and enter existing Internet Service Provider e-mail address and password and agree to the terms and conditions.
   • or 'Create a BlackBerry e-mail Address' (example: xxxx@tescomobile.blackberry.com) and create a password. Your e-mail is now set-up.
2. Once the first e-mail address has been entered or the BlackBerry e-mail address has been created you can then add additional e-mail addresses by clicking 'Set-up another e-mail account' and follow the above steps again.
   • No more than 10 e-mail accounts can be set-up on one BlackBerry Device.
   • If you have a new device the set-up wizard will appear on the screen when they switch on your device. The e-mail set-up instruction is also in the tutorial is in the set-up wizard.

Wi-Fi is high speed wireless access to the Internet. Wi-Fi is provided via hotspots that broadcast their signal over a range of 50 to 100 meters. You may have one in your home to provide access to your broadband line and you will find public hotspots in a variety of locations around the country.

Some Blackberry’s have Wi-Fi built-in so that you can have wireless access to the Internet, access maps and directions.

1. On the Home screen, in the Set-up folder, click the Set-up Bluetooth icon.
2. Click Search or Listen.
3. If necessary, click a Bluetooth® enabled device.
4. If necessary, type the pass key for the Bluetooth-enabled device on your Blackberry device.
5. If necessary, type the pass key for the Bluetooth-enabled device on the other Bluetooth enabled device.

Before receiving a file from another paired device, go to your Home Screen and select the Media Folder and then click the Blackberry menu button and select 'Receive using Bluetooth' from the pop up list. It will then open the connection for you. This will open the device just to allow the file through then it will close the connection as soon as file has been received.

Setting up e-mail from the BlackBerry device takes just a few simple steps.

1. From the Home screen select the 'Set-up' folder and 'E-mail Settings/Accounts'. Then you can either;
   • Select the type of e-mail account you want to set-up, example, Yahoo, AOL and enter existing Internet Service Provider e-mail address and password and agree to the terms and conditions.
   • or 'Create a BlackBerry e-mail Address' (example: xxxx@tescomobile.blackberry.com) and create a password. Your e-mail is now set-up.
2. Once the first e-mail address has been entered or the BlackBerry e-mail address has been created you can then add additional e-mail addresses by clicking 'Set-up another e-mail account' and follow the above steps again.
   • No more than 10 e-mail accounts can be set-up on one BlackBerry Device.
   • If you have a new device the set-up wizard will appear on the screen when they switch on your device. The e-mail set-up instruction is also in the tutorial is in the set-up wizard.

1. From the Home screen, select the "Set-up" folder then "E-mail Settings/Accounts".
2. If you have ever created Blackberry username and password enter it here.
3. Then highlight the e-mail address for which you want to:
   • Edit to change the e-mail account settings
   • Delete to delete the e-mail account
   • Set-up another e-mail account
     

If you have forgotten your User Name you should first double check that you have a BlackBerry user name set-up. To do this from your Home screen click on the E-mail Settings/Accounts.

After doing this you will see one of two screens:

1. If you see the screen prompting you to enter a User Name and Password you will need to contact your Service Provider for further assistance, they will be able to look up your account and inform you of your username.
2. If you see the screen starting with the words Services followed by a hyperlink for E-mail Accounts then you do not have a username and password and do not need one.

Open the message with the X beside it, and scroll up to the header of the message. The Message Status field will outline the problem.

If the problem is lack of network coverage, check the network status symbol in the top right hand corner of the device. This should show upper case GPRS or 3G if your device has 3G capabilit or EDGE.

If you don't have network coverage and you are in an area that should have a wireless signal (e.g. you are not in a basement), reset the device by taking the battery out of the back and re-inserting it. An hour glass will appear as the device resets, the device will then try to re-register back to the network.

Once you have received your new BlackBerry and restored your data onto your new phone using Desktop Manager, you can move your e-mail accounts.

Insert the SIM and media card into your new phone and follow the steps below:

1. From the Home Screen select the ‘Setup’ icon and select 'E-mail Settings/Accounts'
2. You will now be able to view your e-mail accounts, select 'Move' and your e-mail accounts will be be associated with your new BlackBerry.
3. You may need to validate your e-mail accounts if so then enter your e-mail password and select 'Validate'

Yes, you can do this using Outlook (Microsoft Exchange). To set-up the BlackBerry Internet Service using Outlook (Microsoft Exchange), follow these steps:

1. From the Home Screen select the 'Setup' icon and select 'E-mail Settings/Accounts'
2. Select 'Set-up' another e-mail account
3. Enter the e-mail address and password, if you see error 'Invalid e-mail address or password'. Verify your e-mail address and password. Click ok and select 'I will provide settings'.
4. Click next and enter your e-mail address and password.
5. Select 'Outlook Web Access'.
6. Enter the following details (if you do not know these details contact your IT administrator);-
   • E-mail address
   • Password
   • Outlook Web Access URL e.g. http://exchange.domainname.com/exchange)
   • Username
   • Mailbox name 
7. Click next
8. Your e-mail is now set-up

To restrict unwanted access to your phone, the Bluetooth connection will only open whilst the file is being received.

Once you have paired the device, go to your Home Screen and select the 'Media Folder' and then click the BlackBerry menu button and select 'Receive using Bluetooth' from the pop up list. It will then open the connection for you. This will open the device just to allow the file through then it will close the connection as soon as file has been received.

Throughout most of Europe, your service will work the same way as it does in the UK. You'll be able to use the same short codes without having to use the international dialing code to call back to the UK.

As a Tesco Mobile BlackBerry customer you will receive 10MB free BlackBerry data usage per day whilst roaming. This means you can use e-mail, browsing (as long as you use the BlackBerry connection), and blackberry features such as BlackBerry messaging and facebook.

If you use the Tesco Mobile WAP portal to stream data, you will be charged the normal roaming rate for data use. For details of our international tariff charges click here. 

PLEASE NOTE: If you exceed the 10MB free allowance per day whilst roaming, you will be charged for your data usage. You can view the standard roaming charges here. If you're abroad and are unable to use your phone, you may have reached the 40MB additional allowance. To get this call bar lifted, please call our Care Team on +44 845 301 4455 and they'll be able to remove the outgoing call bar.  

Make sure you check the call charges for incoming and outgoing calls and sending and receiving texts messages whilst you're abroad, as the cost will vary depedning on the country you are in. You can view the international call charges here.

 If you don't want to get any data roaming charges, go to Home Screen, Manage Connections, Mobile Network Options and set Data Services to 'Off When Roaming'.

You can find out the available network coverage where you are by clicking here.

Try switching your BlackBerry Off and On again. This will help to connect to a network.

You can check the network signal indicator in the status bar at the top of your screen.. If there are no bars, this means there isn't any network service on your BlackBerry. Try moving to a different location. If you're indoors, try going outdoors or moving close to a window.

Your unlimited Wi-Fi allowance is not available outside the UK. If you connect to Wi-Fi whilst abroad you'll be charged according to the standard fees of the Wi-Fi network you are connecting to.

BlackBerry Messenger. Also known as BBM is an instant messaging application which is preinstalled on your BlackBerry device. You can use BlackBerry® Messenger to communicate with users who have a Blackberry device.

You can send messages to your contacts, change your status and display pictures. During a chat, you can send files such as voice notes and contact attachments. If your device has a camera, you can send pictures that you take with the camera.

BlackBerry Messenger is unique to Blackberry only. You do not need to sign in to or out of BlackBerry Messenger. As long as you are connected to a wireless network, BlackBerry Messenger can keep you connected to your Blackberry Messenger contacts in Real time.

BlackBerry Messenger or BBM comes pre-installed on your BlackBerry smartphone. Here’s how to find and open it:

1. On the Home screen, click the Instant Messaging folder.
   PLEASE NOTE: If you don’t see the Instant Messaging folder, you may be viewing your default Home screen with only six icons. If that’s the case, click the Menu key to display all your smartphone applications.
2. Click the BlackBerry Messenger icon.

Want to add a new BBM contact quickly? simply scan their BBM barcode with the camera on your BlackBerry smartphone, or let them another user scan yours. You can also add a new contact if you know the other BlackBerry users unique PIN or E-mail address. See your barcode.

1. On the BBM contact list screen, press the Menu key and click My Profile.
2. Click Display My Barcode.
3. Scan a barcode to add a new contact
   • On the BBM contact list screen, press the Menu key and click Invite Contact. 
   • Click Scan a person's barcode, then click Continue.
   • Hold your smartphone so that all four corners of the barcode you are scanning appear on your device screen.
4. Continue to hold the smartphone until you hear a beep.
5. Use your unique BlackBerry PIN number or Email address to add a new contact

If you want to add a contact who isn’t with you right now? invite them using their unique BlackBerry PIN or email address. To find your own unique BlackBerry PIN number select ‘my profile’ within BBM and your PIN is here.

1. On the BBM contact list screen, press the Menu key.
2. Click Invite Contact.
3. Click Enter a person's email address, PIN, or name. Type part or all of the contact information.
4. Click the contact information.
5. If necessary, change the Send Using field and/or Category fields.
6. Click Send.

PLEASE NOTE: The person might remain in the Pending category until he or she responds to your invitation.

• To add a new contact using their mobile number, open BBM and select invite contact and enter their mobile number and name.
• If you have invited a contact using their mobile number you cant open a messenger chat with that contact however you can send them a sms from BBM and it when you receive one from that contact it will appear as a BBM notification.
• If you delete the contact from BBM it will also delete the sms history for this contact within the sms inbox.

You can set notification options, such as vibrate or tone, for BlackBerry Messenger in the Sounds application. The BlackBerry Messenger New Message item specifies how you are notified of incoming BlackBerry Messenger messages.

The BlackBerry Messenger Alert item specifies how you are notified when a contact that you have set an availability notification for becomes available. The BlackBerry Messenger Groups item specifies how you are notified of BlackBerry Groups activities.

You can set notification options, such as vibrate or tone, for BlackBerry Messenger in the Sounds application. The BlackBerry Messenger New Message item specifies how you are notified of incoming BlackBerry Messenger messages.

The BlackBerry Messenger Alert item specifies how you are notified when a contact that you have set an availability notification for becomes available. The BlackBerry Messenger Groups item specifies how you are notified of BlackBerry Groups activities.

1. When you ping a contact, the contact's Blackberry device vibrates.
2. In BlackBerry Messenger, during a chat, press the Menu key.
3. Click Ping Contact.

Let your BBM contacts see what you’re listening to on your BlackBerry smartphone:

1. On the contact list screen, press the Menu key and click My Profile.
2. Select the Show What I'm Listening To check box.
3. Press the Menu key and click Save.

You can share pictures with all of the members in a group, or individual messenger contacts. You can share pictures that are stored on your Blackberry device, or if your device has a camera, you can take a picture. You can mark pictures as favourites, comment on pictures, and add voice notes to pictures.

A group can contain up to 20 pictures. Pictures in a group are deleted from your device automatically after 28 days, unless you mark a pictures a favourite or change the group options to save group pictures to your BlackBerry device or a media card.

Share a picture with a group

All members of a group can see pictures that you share. Pictures in a group are deleted from your BlackBerry device automatically after 28 days, unless you mark a picture as a favourite or change the group options to save group pictures to on-board device memory or a media card.

1. On the Home screen or in the Instant Messaging folder, click the BlackBerry Messenger icon
2. On the contact list screen, in the BlackBerry Groups category, click a group
3. Click Pictures
4. Click Share Picture
5. Click a picture
6. Type a caption
7. To add a voice note, click the Add Voice Note icon. Click Record. Click Attach
8. Click Send

If you upgrade your device you can back up and restore your BlackBerry Messenger contacts, profile, and group membership using BlackBerry Messengers own back up and restore feature.

The BlackBerry Messenger service uses one of your e-mail addresses integrated on your BlackBerry as an identifier of your backed up data, and will only restore your BBM information to a device where the same e-mail address has been integrated. This ensures your personal information remains secure.

You need to have e-mail successfully set-up on your device in order to back or restore your BBM information. You can also back up and restore using BlackBerry Desktop Manager on a computer.

Click here to get more information and a full user guide on BBM's

If you damage your SIM, please contact our Customer Services team on 0845 300 6660.

If you are experiencing techincal issues with your BlackBerry or for queries regarding faulty phones and our returns policy, please contact our Customer Services team on 0845 300 6660.