I had this problem but it was solved in a very helpful way by Verizon support when I called their service number. I must say I was happily surprised to find them so helpful. After dealing with the reps in the Verizon retail stores in San Diego, I didn't think the home office would be any better. But in fact they fixed my phone, gave me other helpful pointers about the Blackberry, and put me on a better calling plan.