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BlackBerry® Torch™

Posts: 1
Registered: ‎07-27-2012
My Device: Blackberry Torch - 9800

Email from BTconnect

I Get two email accounts to my BB, my personal O2.co.uk email and my Business email Btconnect.co.uk. I recently changed the BTconnect password and received a message to update password with my BB email. I have tried to sign in and keep getting:


"your device had a problem connecting to the server" or I get "the information you provided is incorrect. Retype your username and password." Both are the same as always and have not changed. I have even tried putting in username and requesting password and I get "your device had a problem connecting to the server"


I need the BB customer services no. so that I can call them as I'm currently in Barbados and need to access my business email ASAP.

Hall of Famer II
Posts: 49,714
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (, Playbook (

Re: Email from BTconnect

Hi and Welcome to the Community!


If you are not presently running on your BB's home carrier network (e.g., you say you "currently in Barbados", but I cannot tell for sure if you are there temporarily or if that is your BBs home carrier network or not), then skip to the section after what follows...what follows will only work if your BB is presently running on it's home carrier network...

I suggest the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):

1) Register HRT

  • KB00510 How to register a BlackBerry smartphone with the wireless network
  • Please wait for one "registration" message to arrive to your Messages app

2) Delete and Resend Service Books

  • KB05000Delete the service book for the BlackBerry Internet Service email account from the BlackBerry smartphone
  • If you have no CMIME entry, then skip the deletion
  • KB02830 Send the service books for the BlackBerry Internet Service
  • Please wait for "Activation" Messages, one per already configured email account, to arrive in your Messages. If you have no already configured email accounts, please wait 1 hour.

3) Batt Pull Reboot

  • Anytime random strange behavior or sluggishness creeps in, the first thing to do is a battery pop reboot. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Otherwise, you can try your carriers BIS website from a PC/browser (if your carrier has one):

Otherwise, you could call your home carrier and ask them to make the adjustment.

But, all in all, if what I suspected up front (that you are traveling, and are not on your home carrier network) is correct, then it may well be that this email account will not work until your BB returns to it's home carrier network. Making any changes while roaming is risky.

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.
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