09-11-2013 02:33 AM
Hello all. I have recently upgraded to a Q10. My carrier is EE in the UK (2G, 3G and 4G). The BlackBerry symbol keeps disappearing from my Q10. When this happens BBM stops working. I have called EE five times. Each time they refresh the settings on their network. I reboot the Q10 and all is well for a few hours. The BlackBerry symbol then disapperars again and BBM does not work anymore. EE now tells me this is a problem with BlackBerry's network and EE cannot help. Personally I do not think anybody EE understand the problem. Does anybody have any suggestions please? Many thanks.
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09-11-2013 07:02 PM
Hi and Welcome to the Community!
With a strong carrier network signal (e.g., not merely WiFi), I suggest the following steps, in order, even if they seem redundant to what you have already tried (step 1 should result in a message coming to your BB...please wait for that before proceeding to the next step):
1) Register HRT
Hopefully that will get things going again for you! If not, then you escalate with your mobile service provider...they have access to a channel to escalate formally to BlackBerry if they cannot resolve your issues. Consider...you pay EE for 100% of your services, which makes them responsible for 100% of your formal support, regardless of if the issue is at BB or at EE.
09-12-2013 01:27 AM
09-12-2013 10:37 AM