BlackBerry® Bold™

[arbiter]

A few months ago, I purchased a BlackBerry Bold 9780 for personal use, with T-Mobile service.  I'm on OS 6.0 Bundle 1879, using BlackBerry Desktop Software v. 6.1.0.35. 

I set up six email accounts on the BB device; each is a web-based, POP account hosted by GoDaddy, and each is also set up on my desktop computer Outlook (with messages for all six accounts set to be deleted from each host account upon download to Outlook).  I am not using BlackBerry Enterprise Server or MS Exchange Server.

For a couple of months, everything worked fine.  Email received by any of the six accounts was received at about the same time on Outlook and my BB device.  Synchronization of Calendar appointments for my BB-device default account worked fine in both directions.  (I understand that BlackBerry Desktop Software is incapable of synching appointments from email accounts other than the account set as default on the BB device, which is a significant limitation but not the subject of this post.)

Since BB's disastrous outage in October, I have experienced major problems with email received and appointments related to my BB-device default account (only):

1) Email for my BB-device default account that is received in Outlook takes at least two days to push through to my BB device, and is usually never received on the BB device.  This problem does not effect the other five email accounts set up on my BB device; all six accounts are hosted by GoDaddy and are owned by me.

2) Calendar appointments do not synchronize in either direction between Outlook and my BB device. 

3) Calendar appointments sent from my BB device are frequently not received by recipients.

Needless to say, this is extremely frustrating and harmful to my business. I am very close to switching to a competing platform, which would be a shame after being a BB user since 2005.

I have contacted T-Mobile several times, and their technical service department has advised me each time that the issue is on RIM's end. 

Please let me know how to fix this problem.  Thanks.

[arbiter]

A few months ago, I purchased a BlackBerry Bold 9780 for personal use, with T-Mobile service.  I'm on OS 6.0 Bundle 1879, using BlackBerry Desktop Software v. 6.1.0.35. 

I set up six email accounts on the BB device; each is a web-based, POP account hosted by GoDaddy, and each is also set up on my desktop computer Outlook (with messages for all six accounts set to be deleted from each host account upon download to Outlook).  I am not using BlackBerry Enterprise Server or MS Exchange Server.

For a couple of months, everything worked fine.  Email received by any of the six accounts was received at about the same time on Outlook and my BB device.  Synchronization of Calendar appointments for my BB-device default account worked fine in both directions.  (I understand that BlackBerry Desktop Software is incapable of synching appointments from email accounts other than the account set as default on the BB device, which is a significant limitation but not the subject of this post.)

Since BB's disastrous outage in October, I have experienced major problems with email received and appointments related to my BB-device default account (only):

1) Email for my BB-device default account that is received in Outlook takes at least two days to push through to my BB device, and is usually never received on the BB device.  This problem does not effect the other five email accounts set up on my BB device; all six accounts are hosted by GoDaddy and are owned by me.

2) Calendar appointments do not synchronize in either direction between Outlook and my BB device. 

3) Calendar appointments sent from my BB device are frequently not received by recipients.

Needless to say, this is extremely frustrating and harmful to my business. I am very close to switching to a competing platform, which would be a shame after being a BB user since 2005.

I have contacted T-Mobile several times, and their technical service department has advised me each time that the issue is on RIM's end. 

Please let me know how to fix this problem.  Thanks.

[Krypto]

Hi there,

Here are a few things to try to resolve this.

1. Start by re-registering your BlackBerry on the BlackBerry network. To do this, go to Options > Device > Advanced System Settings > Host Routing Table, press the BB Menu button and select Register Now.

2. Next, resend your service books by going to Setup > Email Settings, log in if required, then press the BB Menu button and select Service Books. Send your Service Books and then exit.

Does this help resolve the issue? If not, the next step would be to delete all of your email accounts off your BlackBerry, perform a battery pull (remove the battery for 15-30 seconds, then reinsert), and finally set up your emails again.

That should do it, but if not, then contact TMobile again and ask to be escalated to RIM so that they can recreate your BIS account. Note: when you call TMobile, the person you speak to may not know that this is possible, or they may not want to do it. If you have any problems just ask to speak to someone who would know more about how to do this.

[arbiter · Accepted solution]

After four days of not receiving a response in this forum, I escalated this issue through T-Mobile to RIM technical support--just getting through took 25 minutes and arguing through two layers of "customer service."  What a pain.

Once I got to the RIM tech, all went well.  Over the course of a 2-hour call, he helped me modify the BlackBerry Desktop Software synchronization advanced options that control which accounts to synchronize (fixing the Calendar synch problem) and discovered that the email problem was due to a mistake GoDaddy had made with this particular account's IMAP settings. RIM contacted GoDaddy offline and got that problem resolved.  As of early this morning, the problems are all fixed.

[Krypto]

That's good news... I'm glad it was resolved and sometimes it just takes persistence getting through carrier support.

Sorry for the delay in getting you a response on here. But I'm glad the issue is now resolved.

[philyoung]

Hi,

I also i have the same problem but here in the Philippines. I don't know how my service provider can contact RIM. Is there a toll free number?

Thanks

[Krypto]

Hi philyoung,

Follow the steps I listed above, and then if that doesn't work, just contact your service provider. When you call, you want to get a hold of someone in technical support. If they are unable to resolve your issue, ask them to escalate your issue to RIM.

Good luck!

[philyoung]

Hi Krypto,

Thanks for your help
I actually talked to my service provider (Globe Telecom in the Philippines) but unfortunately they couldn't escalate my issue to RIM . I just really hope that RIM has a contact number or email that I can send them my complain.