Expert: Roberto Serrano - 3/25/2008

Question
I got this Blackberry Pearl from my aunt, she only had it for a little while before she gave it to me. When I first got it, everything was fine but then things started happening like the phone would freeze up and start dialing random #'s, then for some reason the headphones that came with it broke cause one side wont play the music and the only way to get it to work is by bending the wire so its not the actual speaker that is broken but there is some wiring problem, then when I couldn't find  headphones that fit the slot to plug in headphones on the Pearl so I bought an adapter that fit but was a little bit too small but would still work, so I figured I'd take it. So I bought the adapter and a new pair of headphones but now when I plug in the adapter the phone will play but one of two things happens. One the phone starts to play but there is no sound coming out of the phone or the headphones until i mess around with the adapter's wire, so its not the new headphones, the other thing that happens is that the phone starts to play and the music comes out of the phone even though the headphones and adapter are plugged in and when that happens i cant do anything to get the music to start playing out of the headphones except exit out and try again. So there are many things wrong with my phone can you help?

Answer
Hello Kevin,

As far as your phone dialin random numbers it could be a phone issue and that is pending the phone is locked. If the phone is not locked I am going to suggest you lock the phone. You can do what is called a hard reset which will erase all the information on your phone and restore it to the original settings from which the phone was received. Before you restore your phone please backup your phones contacts and any pictures you might have on your device with the blackberry manager software you received with your phone. In order to restore your phone to original settings you will need to perform the following. Go to Options / Security Settings / General Settings, then click the Menu button and choose "Wipe Handheld". You will need to type in blackberry to confirm your request but your device should be cleaned off after that. It will take your phone approximately 1-5 minutes to reboot that should fix the problem with the phone dialing people. If that does not help your problem if your device is less than a year old call your phone providers warranty department they will exchange the device for you through mail warranty. As far as the problem with the device headphones the problem is with your headphones you will need an oem device for your headphones not a aftermarket with an adapter please purchase an oem product you can find oem devices at your local at&t store or t-mobile store. I hope that I have been of help to you if you have any further problems please do not hesitate to ask. Thank you for your question.