09-01-2013 10:18 PM - last edited on 09-02-2013 02:59 AM by jakoby4204
Just switched over from T-Mobile to Simple Mobile and I can make and receive calls and text, but I have no internet. I called Simple Mobile and after turning on and off my phone and removing my battery and sim card, they could not help me. At the end they said my imei number and BB pin were still with T-Mobile. So I called T-Mobile and after about 45 minutes to an hour of searching their system, they informed that neither my imei number nor my BB pin were with them and, you guessed, they told me to contact Simple Mobile to resolve the issue. I have been going through this back and forth between Simple Mobile and T-Mobile for the past nine days, can someone please help? I have a BB Torch 9810 and my pin is <removed> and yes it's been unlocked for almost three years now.
09-02-2013 05:52 PM
Hi and Welcome to the Community!
From what you describe, one or both of the carriers must resolve this...no on here has any system access to see what is going on. Only the carriers have that access. You might even have to get them both on a conference call so that they can compare what each sees inside of their systems.
But...one thing you need to ask Simple (if you have not already done so). Does their network natively support your specific BB model number for automatic HRT registration and delivery of Service Books? If the answer is not a full YES, then that could actually be your main problem...using a BB model on a network that does not natively support that specific BB model number can be quite challenging indeed, and none of the automated methods will work
Good luck and let us know!
09-03-2013 10:16 AM
Actually, I'm returning to Simple Mobile, I was with them for almost a year before going to T-Mobile. And when I was with them previously, my phone worked just fine. They do have a network that supports my phone and I did have a T-Mobile rep called them and explained to them that they did not have my pin and imei number locked. I think the issue is with Simple Mobile. The reason I left Simple Mobile and maybe I should have divulged the information initially, is that they had my data service turned off because they claimed I was using it excessively; mind you, it's suppose to be unlimited. So I believe they still have it turned off even though their reps keep telling me that they starting me off on a clean slate.
09-03-2013 10:27 AM
09-03-2013 11:37 AM
Thanks, but more than likely and like they did with contacting T-Mobile, they will tell me they cannot contact BB and that BB, instead should contact them. Is there any contact information of BB that I can give to them?
09-03-2013 11:48 AM
We mere end users have no access to the "back channels" that the carriers have access to for escalation purposes. I've never heard of BB contacting a carrier directly for an end user issue...the process has always been, as far as I've ever heard, one of the carrier escalating (via those private "back channels") to BlackBerry in order to receive enhanced support when it is needed.
Consider -- who do you pay for your services? You don't pay BlackBerry...hence, the contractual responsibility for delivery of services is your carrier, and that then includes their responsibility for all formal service-related support.
09-08-2013 08:52 AM
Thanks, I kind a figured that much. Simple Mobi le is still maintaining that the problem is with my phone or the manufacturer. I don't believe them. Like the few problems I've read here, when I'm in a free wifi area I can use all my data services except for emails, I can't receive or sent emails. So what they are telling me that my phone is incapable of getting data or internet services I simply just don't buy. Because if that was true, I wouldn't be able to receive data service even with wifi, or am I coming to the wrong conclustion?
09-08-2013 11:05 AM