If you are using Internet Explorer, please remove blackberry.com from your compatibility view settings.

Welcome!

Welcome to the official BlackBerry Support Community Forums.

This is your resource to discuss support topics with your peers, and learn from each other.

inside custom component

BlackBerry® Bold™

Reply
New Contributor
JAFCO
Posts: 6
Registered: ‎07-20-2013
My Device: Bold 9700
My Carrier: Orange
Accepted Solution

Lost email connections

My wife and I both bave unlocked BBs (my 9700 and her 9300) on the UK Orange network. On a recent 5 week viist to USA we each used a USA T-Mobile SIM on an unlimited monthly plan. On our return to UK we replaced our UK Orange SIMs and all was fine and dandy until a week ago (more than 2 months after returning from USA) when, after changing our Orange monthly plans to a cheaper tariff, the email function stopped working. I spoke to Orange who said that it appeared that T-moble had associated my phone (and presumably my wife's) with them and that I had to call T-mobile USA to ask them to disassociate the phone(s). I called them and they recognised my phone's IMEI (but not my wife's, which they said appeared to be a Motorola) and said they would email me with code(s) in 24 hours. I later received emails saying they would ask the manufacturer to release my phone - up to 14 days - or never - and please resubmit my wife's correct IMEI details (which are what I had given). On our phones, when we try to set up email we get that "blank user name. Type a valid user name" message, even though the correct user name is used. Will we ever be able to send and receive emails again?
Please use plain text.
Hall of Famer II
sdgardne
Posts: 47,625
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Lost email connections

Hi and Welcome to the Community!

I'm a little surprised that they requested IMEI numbers...from what you describe, your BBs remain registered with the TMO BIS system, and therefore Orange cannot allocate a BIS account for you on their system. One BB PIN can exist in only one BIS system in the world at any given time. But, BIS associates via BB PIN, not via IMEI as far as I understand (though I could be wrong).

Nevertheless, it remains the responsibility of TMO to release your BB's from their system(s) so that Orange can again allocate the accounts you require for the services you desire. There is no alternative...based on what you have reported here, TMO must take the necessary action.

Good luck!

Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Please use plain text.
New Contributor
JAFCO
Posts: 6
Registered: ‎07-20-2013
My Device: Bold 9700
My Carrier: Orange

Re: Lost email connections

Thanks so much ... Spoke to some helpful people today at RIM and at Orange and it seems the reason we lost our BB srevice was because when we took the new (cheaper) Orange tariff, they forgot we needed BB service, which they are adding for no extra monthly cost. What's odd is that the T-Mobile US thing didn't manifest itself as soon as we returned to UK in early May and put back our Orange SIMs. The nice Orange guy (in Delhi) says he's sending a message to T-Mobile USA to "release" us and meanwhile he went into the phone settings and got me to delete the various T-Mobile US Service Book settings in Advanced Options and re-sent the settings to me. He has to wait for them to act on his request but plans to get back to me tomorrow with update and hopefully a resolution.
Please use plain text.
Hall of Famer II
sdgardne
Posts: 47,625
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Lost email connections


JAFCO wrote:
it seems the reason we lost our BB srevice was because when we took the new (cheaper) Orange tariff, they forgot we needed BB service, which they are adding for no extra monthly cost.

Oh, well yes, that certainly would be required...one cannot access any services to which they are not subscribed.


JAFCO wrote:
What's odd is that the T-Mobile US thing didn't manifest itself as soon as we returned to UK in early May and put back our Orange SIMs.

Sometimes, it is possible to use one carrier for your actual network, but be using BIS services from another. Some carriers block BIS access to any but their own, others allow it to traverse. So, it sounds like you were actually still using TMO BIS, but traversing the Orange network to get to it. And it took them some time to "catch up" and shut it down.


JAFCO wrote:
The nice Orange guy (in Delhi) says he's sending a message to T-Mobile USA to "release" us and meanwhile he went into the phone settings and got me to delete the various T-Mobile US Service Book settings in Advanced Options and re-sent the settings to me. He has to wait for them to act on his request but plans to get back to me tomorrow with update and hopefully a resolution.

Excellent...and yes, TMO must release your BB PINs from their system before Orange can create accounts for you in their BIS system.. It seems that TMO certainly should be willing to do so now, especially now that they are no longer providing the service to you (via the Orange network). Then again, it's also possible that they might want compensation for the time you used their service after returning...one never knows.

Good luck!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Please use plain text.
New Contributor
JAFCO
Posts: 6
Registered: ‎07-20-2013
My Device: Bold 9700
My Carrier: Orange

Re: Lost email connections

After nearly three weeks I still have a useless BB9700 (although bizarrely BB email service has been restored on my wife's BB9300).

 

The problem is diagnosed by Orange UK as my BB being "attached" to T-Mobile USA, so it is for T-Mobile to "release" it..  I have emailed T-Mobile several times and their most recent automated response was that my BB's (correct) IMEI is not recognised on their database, please send the correct details ...  

 

Impossible to get any response from T-Mobile USA.  Their CEO John Legere is happy to give out his email address: john.legere@t-mobile.com but my emails to him are unanswered, whether by him or his staff.

 

I begin to understand what causes unhappy car buyers to drive their vehicles through the showroom window ...

 

 

Please use plain text.
Hall of Famer II
sdgardne
Posts: 47,625
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Lost email connections

This is quite sad indeed. Has Orange offered to escalate to BlackBerry, to see if they can provide any enhanced support in this matter?

 

You could also try this link to appeal directly to BlackBerry, though I do not know if it is useful since reports here on our forums have been of mixed results by those who have attempted it:

Good luck!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Please use plain text.
New Contributor
JAFCO
Posts: 6
Registered: ‎07-20-2013
My Device: Bold 9700
My Carrier: Orange

Re: Lost email connections

I emailed John Legere CEO of T-mobile five or six times. No response. Tonight I sent him a tweet asking him to respond. Within 5 minutes I had a response from Luv Vitale, Executive Response Specialist, Office of the President, promising to work diligently to resolve my concerns ... Watch this space!
Please use plain text.
Hall of Famer II
sdgardne
Posts: 47,625
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Lost email connections

Excellent! I follow both John Legere as well as the official TMO support twiiter accounts...it's great that you were able to get their attention.

Good luck!

Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Please use plain text.
New Contributor
JAFCO
Posts: 6
Registered: ‎07-20-2013
My Device: Bold 9700
My Carrier: Orange

Re: Lost email connections

The Executive Office of Orange UK contacted me earlier this week, having been contacted by T-Mobile USA - They connected me to a CSR in Manila who tried hard to sort me out , without success, then "escalated me to Level 2" and eventually I was told that nothing could be done and they said I'd need to get a new handset.  They put me on to the Orange/EE loyalty department (the people who try to persuade you not to change networks) and the nice man agreed with my thought that I should buy a new unlocked (non BB phone) outright to use with a monthly SIm.

 

So I said goodbye to my BB on Tuesday and said hello to a Samsung Galaxy III Mini.  

 

Late last night (Wednesday) I had an email from Dot Kellogg at T-Mobile USA in ABQ:

 

"Please know that T-Mobile has reviewed our systems that interface with Research in Motion and determined that any association of your PIN and IMEI that may have existed between T-Mobile US and RIMs infrastructure has been removed.
 
We regret any miscommunication in regards to a SIM subsidy unlock.  Please know that a SIM subsidy unlock simply allows the handset to use a SIM card for another network provider.  The concern that you have brought to our attention is in regards to the association of the PIN and IMEI in RIMs systems, a completely unrelated issue.
 
Should Orange identify that there are still concerns in regards to releasing the PIN and IMEI for use in their database with RIM, the concern would have to be escalated with RIM as we have removed all association of your PIN and IMEI within the T-Mobile US portion of the RIM database.
 
We regret any inconvenience that this matter may have caused you.
 
Respectfully,
 
Dot Kellogg"
 

I asked her whether

 
In any event, as of this morning my BB has started to work and I am getting emails again!

 

Now I have to decide whether to stay with my BB - or graduate to Samsung and Android!

 

Thanks for all the advice.

Please use plain text.
New Contributor
JAFCO
Posts: 6
Registered: ‎07-20-2013
My Device: Bold 9700
My Carrier: Orange

Re: Lost email connections

I asked her whether .... "we have removed all associations of your PIN and IMEI within the T-Mobile portion of the RIM database" meant that they had just "done" something.
Please use plain text.