EARTHLINK WIRELESS SUPPORT

Blackberry 7750 — Frequently Asked Questions

Click a link below to see questions and answers related to these subjects.

• Product and Service Information
• Setting Up and Using Your BlackBerry Handheld
• Phone Facts
• spamBlocker
• Virus Blocker
• Wireless Email Facts
• Enhanced Internet Browser Facts
• Product Information, Specifications, and Features
• Understanding Your Bill
• Coverage
• Battery
• Security
• Support

Product and Service Information

Q: What do I get with a BlackBerry from EarthLink Wireless?
A: As an EarthLink Wireless customer, you receive the following:

• BlackBerry wireless voice- and data-enabled handheld (including battery, belt clip, hands-free earbud, travel charger, cradle and/or connection cable (depending on the model number)).
• An earthlink.net POP3 email address with spamBlocker and Virus Blocker.
• An earthlink.blackberry.net email address for email management options via the BlackBerry Web Client.
• Wireless email and voice services (depending on the plan you choose).
• Dedicated EarthLink BlackBerry technical support.
• 30-day no-remorse return policy.

Q: What does EarthLink offer that is different from the other competitors that are out there?
A: As an EarthLink Wireless customer, you receive the following

• Protection-EarthLink provides a hassle-free experience through innovative solutions. Eliminate nearly all spam and viruses with spamBlocker and Virus Blocker.
• Convenience-Buy with the confidence of direct access to dedicated BlackBerry technical support from a company that has been recognized by JD Power & Associates for superior customer service. We also offer one of the best wireless coverage networks in the country.
• Ease of Use-EarthLink makes it easy to get started using the BlackBerry 7750 handheld by offering an intuitive out-of-the-box experience and an easy-to-use handheld.

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Setting Up and Using Your BlackBerry Handheld

Q: Is any setup required for my BlackBerry handheld?A: Yes. You must register your BlackBerry on the wireless network before you can use wireless email by dialing *22890 on the device. This should only take a few minutes. Then you should set up your device to receive email on the EarthLink BlackBerry Web Client. Once registered, you can establish your email filters and install the desktop software on your PC to synchronize your calendar, address book, and task list. Included with your BlackBerry handheld is a Getting Started Guide that walks you through these steps.

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Phone Facts

Q: Can I use my existing wireless device with EarthLink?
A: No. While you may move your phone number between service providers, the differences between the networks and the network operators means that you must purchase new hardware in order to connect.

Q: How does your wireless phone coverage compare to other carriers?
A: We have partnered to offer one of the most comprehensive networks in the country. Based on CDMA2000® 1x technology, the network service is considered by many to be the best in the United States. Check out our coverage map and we think you'll agree. Also, see the coverage section below for more information.

Q: How do I make a phone call?
A: There are several ways to place phone calls from your handheld:

• On the Home screen, type a phone number and press Enter to begin the call.
• Press the Phone button, which is the top button on the right side of the handheld, enter the number you are dialing, click the trackwheel, and select Call.
• From the Address Book, select the name of the person you wish to call, click the trackwheel and select Call.

Q: How do I access my voicemail?
A: Once your phone is registered (see above), complete the following steps:

• Select the Phone icon on your handheld
• Enter *86 and select Call. Note: You can also access your voicemail from any phone by dialing your mobile telephone number.
• When you hear the recording begin, press # to interrupt the message and follow the prompts.

You will now be accessing your personal mailbox. Please follow the instructions provided over the phone to create your voicemail password (4 to 7 digits), voice signature, and personal greeting. To listen to messages once you've activated your mailbox, follow the same steps as described above (setting up your mailbox). Once you hit the # key, you should be prompted for your password.

Q: How do I use Call Waiting?
A: When someone attempts to call you while you are already using your phone, you will hear the Call Waiting signal. Your handheld screen will display the following two options:

• Answer-Hold Current-select this if you wish to answer the second call.
• Ignore-select this if you would not like to answer the second call. This option will prompt the second call to leave a voicemail message.

Once you have answered a second call, if you would like to switch back to your original call, follow these steps:

• Click the trackwheel to view the menu.
• Select Flash.

To switch back and forth between calls, repeat these steps.

Q: How do I make a 3-Way Call?
A: When you are already on a call, and you wish to initiate a 3-way call with another person, follow these steps:

• Click the trackwheel to view the menu
• Select "3-Way Call".
• Select and call a person from your Address Book, or use the "[Use Once]" option to call someone that is not in your Address Book.
• Once you have initiated a call with the new person, click the trackwheel button to view the menu.
• Select "Flash" from the menu to initiate the 3-way call.

Q: How do I forward my calls?
A: Activation-When you cannot answer your BlackBerry phone, follow these steps to activate call forwarding to another number:

• Select the Phone icon on your handheld.
• Enter "*72" plus the 10-digit number to which you are forwarding calls (example: *724048150770), and select Call.
• When you hear the confirmation tone, your calls will begin forwarding to the designated number.

Deactivation-To deactivate call forwarding to the designated number:

• Select the Phone icon on your handheld.
• Enter *73, and select Call.
• When you hear the confirmation tone, your calls will cease forwarding to the designated number.

Note: Depending on your existing wireless service plan, you may be able to forward calls from an existing mobile phone to your BlackBerry 7750. Please contact your existing wireless provider if you would like assistance in forwarding calls to your BlackBerry 7750.

Q: How do I send a text message (SMS)?
A: To send a text message, follow these steps:

• Click the "Compose" icon.
• Select a recipient from your Address Book, or select [Use Once] for a new recipient.
• Select the SMS option from the menu.
• Enter your message.
• Click the trackwheel to view the menu.
• Select Send.

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spamBlocker

Q: How can I reduce the amount of spam on my BlackBerry?A: Using EarthLink's spamBlocker tool you can make your email nearly 100% spam-free. spamBlocker protects your email account from unsolicited junk messages. Get more information by visiting www.earthlink.net/software/staysafe.faces?tab=pcc.

Q: How does spamBlocker work?A: spamBlocker brings you two levels of state-of-the-art spam protection:

• Known spam Blocking—spamBlocker works by eliminating most spam before it ever reaches your email inbox. As soon as new spam is detected, software rules are written to block it from reaching your account. These messages are then sent to the Known spam folder (a holding place for caught spam). From the Known spam folder, you can review and determine whether you want to move the message to your inbox, send it to EarthLink for review, or delete the message. Best of all, because this is an online folder, you don't have to wait for junk email to download before you can read your real messages.
• Suspect Email Blocking—Though spam blocking drastically decreases the number of junk email you receive, some spam might still slip through the system. Want to be virtually 100% protected? You can customize your spamBlocker settings to reject all emails from senders who are not in your personal address book.

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Virus Blocker

Q: How can I protect my email from viruses?
A: Email is the most common way that computer viruses, Trojan horses, worms, and other malicious software can infect your PC. That's why EarthLink members should be sure to activate our free EarthLink Virus Blocker email scanning system. Using technology from Symantec Corporation, Virus Blocker automatically scans all your incoming email messages for viruses, and removes them before they can cause any trouble. For more information about Virus Blocker please visit www.earthlink.net/software/staysafe.faces?tab=pcc.

Q: How does Virus Blocker work with my BlackBerry?
A: Virus Blocker will scan every incoming email message to an activated earthlink.net email account and clean your messages or attachments to remove any viruses, when possible. If the message cannot be cleaned, it is quarantined online.

To take advantage of EarthLink Virus Blocker, our powerful antivirus feature, you will need to configure your EarthLink email address (username@earthlink.net). Your EarthLink email address can be found on the welcome letter you received when you ordered EarthLink Wireless.

To extend Virus Blocker's protection to your BlackBerry, make sure your earthlink.net email address is being forwarded to the email address assigned to your BlackBerry (UserID@earthlink.blackberry.net). See Step 3a.

If you've configured your BlackBerry to receive email from another account, you will need to instead forward that account to your earthlink.net email address in order to get Virus Blocker protection. Contact your existing email provider for help forwarding your email.

To turn on Virus Blocker:

1. From any computer with an Internet connection, open a Web browser and type the following into the Address or Location bar: http://webmail.earthlink.net.
2. Sign in using your EarthLink email address (username@earthlink.net) and password.
3. Click on Preferences at the bottom left of the page.
4. Under Email Handling Preferences, click Virus Blocker.
5. Click the Turn ON Virus Blocker button.

To see your quarantined messages, log in to EarthLink Web Mail by going to webmail.earthlink.net and clicking on the Virus Blocker folder. This folder only appears in your Web Mail folder listing if you have quarantined email.

It just takes a minute to activate Virus Blocker. After that, we'll keep our scanning system updated and running on our servers. There's nothing else you need to do!

Tip: You can forward email from other ISP or corporate accounts to your earthlink.net email address to get Virus Blocker protection on those accounts.

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Wireless Email Facts

Q: What is the EarthLink BlackBerry Web Client?
A: The EarthLink BlackBerry Web Client is a Web-based interface for managing your BlackBerry handheld email and settings. You can add email accounts to work with your BlackBerry handheld, create email filters, and manage your signature. Lastly, it allows you to create, send, read, and reply to your email from any desktop browser.

• Email addressed to or forwarded to your BlackBerry Web Client email address (userid@earthlink.blackberry.net) will be instantly delivered to your BlackBerry handheld.
• You can set up the BlackBerry Web Client to automatically retrieve email from your existing email accounts and send them to your device. This happens at 15-minute intervals.

When you send an email from your BlackBerry, the message will go directly to the recipient and a copy will be sent to your email account. If the recipient replies to an email you sent from your BlackBerry, it will go to your current email account like a normal email (and a copy will be sent to your BlackBerry).

Q: Can I set up my BlackBerry so that only email that I want to see is forwarded to the handheld?
A: Yes. You can set up filters on the EarthLink BlackBerry Web Client. Filters will allow you to filter out email you do not wish to receive on your BlackBerry. For example, you can filter out all email coming from a specific address, email with a specific word or phrase in the subject line or in the body, etc. You will still receive the email in your mailbox; it just won't go to your BlackBerry.

Q: Can I set my preferences so that the "from" information when I use my BlackBerry is the same as my corporate or preferred email address rather than my EarthLink.net email address?
A: Yes. Using the EarthLink BlackBerry Web Client you can completely customize your email experience including the From and Reply-to email addresses.

Q: Is there a size limit to email messages I can receive?
A: No. But your BlackBerry will only download the first 2K of a message. You can select "More" on the BlackBerry handheld to download the rest of the message or to download the next 2K.

Q: Is there a limit to the number of email messages I can receive on my BlackBerry?
A: No. However, since all of your email is stored on the BlackBerry Web Client email account which has a 25MB storage limit, you will need to make sure to set your BlackBerry Web Client auto-aging rules to automatically delete email after a few days, otherwise, you will likely often reach your storage limit unless you manually log in and actively manage your BlackBerry Web Client.

Q: What happens to email messages that I read and delete on my BlackBerry handheld? Will they still be on my regular email when I return to my desk?
A: You may experience different behavior depending on how your account settings have been set up on the BlackBerry Web Client. By default, email will still be available via your regular email application when you return to your desk.

Q: Can I file or delete email messages on my BlackBerry and have that action replicated in my desktop email environment?
A: This feature is available for customers in Enterprise environments using the BlackBerry Enterprise Server (BES) and a groupware program like Microsoft Exchange or Lotus Notes. To learn more about BES, please visit, our Enterprise Edition page.

Q: What is BlackBerry Enterprise Server?
A: BlackBerry Enterprise Server (or BES) software combines both desktop and enterprise software to seamlessly manage the link between BlackBerry devices and the corresponding corporate email accounts. Ask your IT administrator if you wish to sync your corparoate email and are unsure if you have BlackBerry Enterprise Server software. To learn more about BES, please visit our Enterprise Edition page.

Q: What is BlackBerry Desktop Redirector?
A: If you use Microsoft Outlook (Workgroup installation) with an email account on a Microsoft Exchange Server version 5.5 or later and your handheld is not enabled with BlackBerry Enterprise Software, you can use the BlackBerry Desktop Redirector to set up email on your handheld.

Q: Can I read attachments in my email on the BlackBerry handheld?
A: Yes. You can read common attachment formats from your handheld including Excel, HTML, PDF, Word, WordPerfect, and PowerPoint documents. You can even view these documents if they have been zipped (.zip). The supported attachment types with the BlackBerry WebClient are:

• .doc
• .xls
• .ppt
• .pdf
• .wpd
• .txt

Q: How long can I read attachments in my email on the BlackBerry handheld?
The attachment is available for viewing as long as the email and attachment exist in the BlackBerry Web Client inbox. Once the message and attachment is erased from the BlackBerry Web Client server, the attachment is no longer available for download even if the email still exists on the BlackBerry itself.

The attachment or attachments linked to emails can ONLY be downloaded and previewed on the device IF the message is still in the BlackBerry WebClient Inbox. The attachment will not be viewable if it is no longer in the customer's BlackBerry WebClient Inbox. Auto-aging rules automatically move messages from the Inbox to the Deleted Items folder in order to ensure that the customer does not go over their BlackBerry Web Client limit.

Auto-aging
Auto-aging permanently removes old messages from the mailbox. Auto-aging can be set for each folder in the mailbox (e.g., Inbox, Deleted Items).

1. Go to your service provider's BlackBerry Internet Service web site and log in to your account.
2. In the left pane, click Manage Folders.
3. On the Manage Folders page, click one of these folders:
   
   • Inbox
   • Deleted Items
   • Draft
   • Sent Items
4. Select the Auto Age item older than check box. NOTE: this is also the management function of the ON / Off functionality for the auto age
5. Using the text box and drop-down list, set how long a message may remain in the folder before it is automatically deleted (for example, 30 days).
6. Click Save and Close.
7. Repeat steps 3 to 6 for the other folders.

Q: What happens to my messages when I am not in coverage?
A: The wireless data network has a store-and-forward capability that prevents messages from being lost. If you have turned off the BlackBerry's radio transceiver or have traveled into areas with minimal or no coverage, messages that you send will be held on the handheld and messages that have been sent to you will be stored by the network until the signal becomes strong enough to successfully communicate with the handheld and the network. This feature allows users to compose messages offline without worrying about losing data.

Q: What security precautions or technology are in place to protect my data and my privacy?
A: The standard product offers password protection on the device. Additionally, the optional BlackBerry Enterprise Server provides enterprises using groupware software like Microsoft Exchange and Lotus Notes with industry-leading security using end-to-end wireless triple-DES encryption.

Q: The email account I use at work requires a VPN connection. Will this product work or is there any special software or setup required?
A: In order to access behind-the-firewall email, your company must be running either Microsoft Exchange or Lotus Domino with BlackBerry Enterprise server.

Note: If your company uses a BlackBerry Enterprise server solution, you will not need to use the EarthLink BlackBerry Web Client.

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Enhanced Internet Browser Facts

Q: How do I access the Internet Browser and set up my EarthLink Wireless Personal Start Page?
A: Use the top trackwheel to scroll to the browser icon, (the Browser is labeled "Internet Browser").

1. Click in the top trackwheel again to go to the Home Page. Requesting and Loading will appear momentarily as the page is loaded.
2. The EarthLink Wireless Personal Start Page is set up by default as the Home Page. "Log In" should be highlighted at the top of the screen in dark blue.
3. With "Log In" highlighted, click in the top trackwheel again, and choose "OK (Get Link)".
4. At the next screen, use the top trackwheel to scroll and enter the complete user@earthlink.net email address.
5. Click the top trackwheel again and choose "OK".
6. At the "Enter Password" screen, scroll to the area next to the cursor and enter the password for the user@earthlink.net email account.
7. Click the top trackwheel again and choose "OK".
8. The PSP Welcome screen will be displayed. If the user has already customized their EarthLink Personal Start Page the customized content will appear. If not, the customer should scroll to "Customize this page" to customize their Personal Start Page.

Q: How do I access a Web site from my BlackBerry? A: Use the top trackwheel to scroll to any area on the screen that is not highlighting a link, and click in the top trackwheel again and choose "Go To". Enter the hyperlink of the site, i.e. http://www.google.com and scroll to highlight "OK". Then click the top trackwheel again.

Q: Is there a URL that provides convenient links to content optimized for the BlackBerry?
A: Yes. The following URL contains content links optimized for the BlackBerry, http://www.blackberry.com/mobile/earthlink.

Q: How do I add a bookmark?
A: Follow these steps to add a bookmark:

1. When you are at a Web site that you would like to bookmark, click the top trackwheel, scroll down and choose: Add Bookmark.
2. Scroll up to the field next to "Title" and enter a descriptive name for the bookmark.
3. Scroll down and select "Add" to add the bookmark.
4. To display the list of configured bookmarks, click on the top trackwheel and select "Bookmarks".

Q: Is there a BlackBerry Help link optimized for the 7750 with user guides, FAQs and tips?
A: Yes. http://www.blackberry.com/go/mobile/help/

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Product Information, Specifications, and Features

Q: Other than the standard monthly voice service fees, are there other fees that may apply?
A: Yes. Additional voice service charges may apply, including federal and local taxes, E911, 411, call forwarding, three-way calling, and others. Please refer to the Service Agreement available at http://www.earthlink.net/about/policies/ for a complete list of potential fees and taxes.

Q: Is the BlackBerry 7750 a PDA, a wireless email handheld, or a phone? A: The BlackBerry 7750 offers all of these features in a single device. It is a wireless voice and email solution that also provides a full-featured organizer and Web browser. BlackBerry has built-in applications such as: address book/contacts, task list, calendar/appointments, memo pad, clock/alarm, and calculator.

Q: Can I store the data from the BlackBerry handheld on my PC and sync them?
A: Yes. The BlackBerry comes with a cradle and the necessary software to back up your data to your PC. It also comes with software to synchronize with several Personal Information Management applications so you can enter data into your PC and transfer it to your BlackBerry, and/or transfer data from your BlackBerry to your PC. The following software is currently supported:

• Windows® 98/Me/2000/XP
• Support Organizer Applications
  • ACT! 4.0.2/2000
  • ASCII Text File Importer/Exporter
  • GroupWise® 5.5/6.0
  • Lotus Notes 4.5/4.6/5.0
  • Lotus Organizer® 5.0/6.0
  • Microsoft Outlook 97/98/2000/2002 (XP)
  • Microsoft Schedule+ 7.5
  • Microsoft Schedule+ Default
  • Netscape®

Q: What are the hardware and software requirements to support the desktop software?
A: The following equipment is required:

• Internet/email-enabled PC with an Intel486 processor or higher
• Windows® 98/Me/2000/XP
• One available USB or serial port

Q: Does the BlackBerry 7750 come with a warranty?
A: Yes. It comes with a one-year, limited warranty.

Q: Is there a money-back guarantee?
A: If the handheld is returned in its original condition and its original packaging within 30 days of purchase, we will refund the cost of the handheld and data service1.

1 30-day return policy does not cover activation charges or shipping and handling. It anticipates that the device is returned in its original condition. If the device needs to be refurbished, additional fees may apply. The credit card on record will be billed on a prorated basis for the voice minutes used prior to shipping back the device. Customer is responsible for shipping back the device at their own expense.

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Understanding Your EarthLink Wireless Bill

Q: Where should I go if I'm new to EarthLink and have general questions about my bill?
A: Please refer to support.earthlink.net for general billing questions and additional info about your EarthLink bill.

Q: What types of charges can I expect on my EarthLink Wireless monthly bill?
A: Each month EarthLink will send you a detailed bill via email. The associated charges for each user on the account will be listed along with a short description. What follows is a short description of each type of charge from EarthLink Wireless:

• Monthly Access—This is your monthly access or service charge based on your particular calling plan. Paying this charge gives you access to the EarthLink Wireless Network. Monthly access is typically billed one month in advance depending on your calling plan. You will see charges for access to your voice and data features that you use on your device separately.
• Monthly Airtime Allowance—Your calling plan may specify a set of included airtime minutes such as Anytime or Free Night and Weekend Minutes for use each month. Unused airtime cannot be carried forward or credited against the next month's usage. Airtime is billed in full minute increments and each minute is rounded up to the next full minute.
• Usage and Overage Charges—For a given month, once the allotted airtime allowance is used up, per minute overage charges may apply. The billing for any minutes used over the allowance may be delayed depending on when EarthLink is billed by our network providers. Depending on what time of the month you are billed, these minutes may be applied against a future bill not during the month of usage.
• Other Usage Charges—Other voice or data charges such as 411 Direct Connect or text messages (SMS).
• Government Taxes and Surcharges—As an EarthLink Wireless customer, you agree to pay all taxes, surcharges and fees set by the government. We may not always give you advance notice of these changes to these items.
• Other Charges and Surcharges—In addition to the items above, we charge all customers monthly fees related to our government costs such as 911 Service Fees and USF Recovery fees. We may not always give you advance notice of these changes to these items.

Note: Please refer to the EarthLink Service Agreement enclosed with your BlackBerry or visit www.earthlink.net/about/policies for more information.

Q: Will I receive a detailed list of all calls and charges with my bill?
A: The monthly bill with a summary of charges from EarthLink will be emailed to your contact email address. Also each month you will receive a separate email with your Call Detail Record which will describe in detail each call or text message (SMS) made along with any applicable charges.

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Coverage

Q: What network does the BlackBerry 7750 use? Where is coverage available?
A: The EarthLink Wireless Email and Voice Service uses a national CDMA2000® 1x network. For data only service on BlackBerry handhelds, EarthLink also offers service on the Mobitex Network. See the coverage map for serviceability on the CDM2000® 1x network.

Q: How can I tell if I am in coverage?
A: In the top right corner of the Home screen, just below the Battery Life Indicator, you will see the Coverage Level Indicator. Just as with cell phones, the more bars that appear, the better the coverage.

Q: What factors affect coverage?
A: Your BlackBerry 7750 handheld communicates using radio frequencies just like a wireless phone, so coverage is affected by anything that interferes with radio waves. For example, you will generally find a stronger radio signal outside a building as opposed to inside.

Q: How can I ensure that the handheld has the best coverage possible?
A: For optimal coverage, keep the BlackBerry handheld in the holster on your belt. When out of the holster, the handheld should be kept in a vertical position. Lying the handheld horizontally will reduce the ability to send and receive messages successfully and will consume additional battery power.

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Battery Q: How long will the battery last?
A: With very heavy usage, the BlackBerry 7750 device will last approximately two days on a full charge. The manufacturer states that there is a 3-hour talk time and an 8-day standby time for the device. A travel charger is included free with purchase.

Q: Will I lose all my messages and addresses if the battery dies?
A: No. Your messages and other data are stored in "permanent" memory in the BlackBerry handheld. The desktop software that comes with BlackBerry includes a tool to back up the data on your handheld to your PC. We recommend backing up your unit frequently so that the data is available should anything happen to your BlackBerry.

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Security

Q: Can I password-protect my BlackBerry 7750?

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Support

Q: Are Customer Service and Technical Support available?
A: EarthLink proudly offers dedicated Customer Service and Technical Support to its customers. All our representatives have been trained specifically on the BlackBerry models we sell and support. Contact hours of operation are:

Weekdays: 8:00 a.m. - 10:00 p.m., ET
Weekends: 9:00 a.m. - 5:00 p.m., ET


Call 1-800-860-5767. Email support is also available at wireless_support@earthlink.net. A response to emails will come within two business days.

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