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SergeWazuki
Posts: 1
Registered: ‎11-29-2012
My Device: Pearl Flip 8220
My Carrier: MobiFone

BlackBerry Internet Service Account is suspended or deactivated.

Hi,

 

I'm using a Pearl Flip 8220 and have just registered a data plan. The registration was successful with confirmation message from the provider, but I haven't been able to connect to BIS however I've tried.

 

When I tried to create a new account with my PIN and IMEI at http://mobifone.blackberry.com (my network provider is MobiFone from Vietnam, and I registered an account here and it's still working), it said that my BlackBerry Internet Service Account is suspended or deactivated. I tried to contact the provider for help but they stated my data plan is still working without being blocked or whatever, and told me to contact BlackBerry for help.

 

I used to registered BIS a while ago and it was OK at that time, now when I tried to register another plan, this happened to me :smileysad:.

 

Could anyone please give me any advice? Thanks in advance.

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Hall of Famer II
sdgardne
Posts: 46,945
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: BlackBerry Internet Service Account is suspended or deactivated.

Hi and Welcome to the Community!


SergeWazuki wrote:

it said that my BlackBerry Internet Service Account is suspended or deactivated. I tried to contact the provider for help but they stated my data plan is still working without being blocked or whatever, and told me to contact BlackBerry for help.


Sadly, this is where things fell apart. Posting here, on this user-to-user community, is not contacting RIM for help. The only way to, without fee, contact RIM for help is via escalation from the carrier...and that's what they should have done for you at that time. Instead, they fobbed you off.

Only people with access to the "behind the scenes" systems can provide further information about this conflicting information. When you registered, you received the suspended/deactivated message. But, your carrier claims something contradictory to that. Only looking deeply into the controlling systems can one figure out why this conflict exists and resolve it. And no one here, on this user-to-user community, has access to such systems.

 

So, what I recommend is that you re-contact your provider and, if they again try to fob you off, ask them exactly how you are supposed to contact RIM directly. For free, there are no means for you to do so...only via escalation can you receive the formal support from RIM that you require.


There is something called incident support, but it costs to just ask the initial question, since you are bypassing the contract you signed upon purchase. If you wish to investigate that, you can review it here:

 

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!
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