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.

Reply
Contributor
cerati9
Posts: 47
Registered: ‎12-11-2012
My Device: Blackberry Bold 9900
My Carrier: TMobile

Terrible Customer Service!!! - BBM Contacts Lost!!! - BBM Contact Recovery - BBM 7.0 - TERRIBLE!!!

So the new BBM 7.0 update completely wiped out my BBM Contacts when I updated the service.  I called T-Mobile and got in touch with Tech Support who in turn got in touch with RIM and they couldn't help me recover my BBM contacts.  I lost over 200 contacts!!!  How do you roll out an update that wipes out your BBM contacts?!  What is wrong with this picture???  This is unbelievable and more than ever makes me think of switching over to an iPhone.

Please use plain text.
Regular Contributor
conorcccc
Posts: 122
Registered: ‎12-10-2012
My Device: Curve 9320
My Carrier: 3 (Three-UK)

Re: Terrible Customer Service!!! - BBM Contacts Lost!!! - BBM Contact Recovery - BBM 7.0 - TERRIBLE!!!

Hi Cerati, I'm terribly sorryt to hear that you have lost your contacts. There are several reasons why this could of happend. First things first, have you restarted your blackberry? Second of all can you use your BlackBerry Id ?
-----------------------------------------------------------------------------------------------------
Remember to like someone's post if it was useful!
Please use plain text.
Regular Contributor
conorcccc
Posts: 122
Registered: ‎12-10-2012
My Device: Curve 9320
My Carrier: 3 (Three-UK)

Re: Terrible Customer Service!!! - BBM Contacts Lost!!! - BBM Contact Recovery - BBM 7.0 - TERRIBLE!!!

Hi Cerati, I'm terribly sorry to hear that you have lost your contacts. There are several reasons why this could of happend. First things first, have you restarted your blackberry? Second of all can you use your BlackBerry Id ?
-----------------------------------------------------------------------------------------------------
Remember to like someone's post if it was useful!
Please use plain text.
Contributor
cerati9
Posts: 47
Registered: ‎12-11-2012
My Device: Blackberry Bold 9900
My Carrier: TMobile

Re: Terrible Customer Service!!! - BBM Contacts Lost!!! - BBM Contact Recovery - BBM 7.0 - TERRIBLE!!!

So this is what happened.

 

1. Upgrade to 7.0


2. Type in Blackberry ID with wrong password, I have to BBs, so I used wrong one.

 

3. Uninstalled 7.0 because the 2nd attempt would let me type in correct password.

 

4. Reinstalled 7.0, finally get a chance to type in correct password.

 

5. Associates 7.0 with Blackberry ID and let me sign in.

 

6. It says RESTORE BBM CONTACTS, when I try to do that, it jumps ahead to another screen and it says by not restoring BBM Contacts, you won't be able to recover them.  I never even had a chance to restore!!!

 

7. Installs 7.0 with no contacts.

 

8. Uninstall 7.0 in hopes of getting restore BBM function.

 

9. Resintall 7.0 to no avail, no contacts.

 

10. So I have a BBM 7.0 with no contacts.  Great!

 

11.  Call TMobile for help getting in touch with RIM, RIM says they can't help.

 

12.  The end.

Please use plain text.
Regular Contributor
conorcccc
Posts: 122
Registered: ‎12-10-2012
My Device: Curve 9320
My Carrier: 3 (Three-UK)

Re: Terrible Customer Service!!! - BBM Contacts Lost!!! - BBM Contact Recovery - BBM 7.0 - TERRIBLE!!!

Use BlackBerry Desktop Manager and select backup advance function and restore the BlackBerry Messenger database.
-----------------------------------------------------------------------------------------------------
Remember to like someone's post if it was useful!
Please use plain text.
Contributor
cerati9
Posts: 47
Registered: ‎12-11-2012
My Device: Blackberry Bold 9900
My Carrier: TMobile

Re: Terrible Customer Service!!! - BBM Contacts Lost!!! - BBM Contact Recovery - BBM 7.0 - TERRIBLE!!!

That's what I'm going to try when I get home.

Please use plain text.
Hall of Famer II
sdgardne
Posts: 48,082
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Terrible Customer Service!!! - BBM Contacts Lost!!! - BBM Contact Recovery - BBM 7.0 - TERRIBLE!!!

I do hope that works for you...but:

  • KB03974 BlackBerry smartphone database list

The BBM Contact List may or may not be part of the core backup...hence, it may not be there available for restore (there is conflicting information on this point). That is why there is this separate procedure:

  • KB20554 How to back up and restore the BlackBerry Messenger contact list

Doing that as part of a regular backup process is of course recommended. Further, before updating any app, taking a 1-time backup of the relevant data would likewise be prudent.

 

I realize this does not help your situation...this can do nothing in arrears. But hopefully others can learn from your painful experience.

 

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.
Contributor
cerati9
Posts: 47
Registered: ‎12-11-2012
My Device: Blackberry Bold 9900
My Carrier: TMobile

Re: Terrible Customer Service!!! - BBM Contacts Lost!!! - BBM Contact Recovery - BBM 7.0 - TERRIBLE!!!

What's crazy is that 7.0 doesn't have the restore option.

Please use plain text.
New Contributor
DBandit
Posts: 3
Registered: ‎12-11-2012
My Device: 9780
My Carrier: 4169309650

Re: Terrible Customer Service!!! - BBM Contacts Lost!!! - BBM Contact Recovery - BBM 7.0 - TERRIBLE!!!

truly HORRIBLE...I lost 1200 contacts...how about them apples.  You would think a company that is losing market share would at least take all precautions when releasing a roll out.  Especially when trying to rally the BB troops in anticipation of BB 10.  I'm on here searching to see if there is some sort of remedy to my problem but seem as though I'm SOL.  I was thinking today perhaps this is my sign for go iPhone 5.  What was keeping me on BB was the exchange server BIS speed and BBM.  Now that I've lost BBM a min or two difference on email speed I could live with...Especially when battery life on my BB is literally 6hrs/day on 3G...once again HORRIBLE!!!!

Please use plain text.
Contributor
cerati9
Posts: 47
Registered: ‎12-11-2012
My Device: Blackberry Bold 9900
My Carrier: TMobile

Re: Terrible Customer Service!!! - BBM Contacts Lost!!! - BBM Contact Recovery - BBM 7.0 - TERRIBLE!!!

I feel the same way, I'm seriously considering switching to an iPhone now.  This is beyond ridiculous.  I'm gonna try to recover my BBM contacts now.

Please use plain text.