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Visitor
Posts: 1
Registered: ‎04-11-2013
My Device: Curve 9360
My Carrier: Virgin Mobile

Curve 9360 can't send/rec email or BBM after plan change

Phone: Curve 9360 Mobile carrier: Virgin Mobile OS: 7.1 I had all email and bbm functionality prior to a plan change. I have tried deleting email accounts but I am getting a <Can not connect to server> when trying to input email settings. I have already tried following the listed KB****** suggestions but I did find one strange browser setting indicating to call virgin mobile because account is" Blackberry Internet Service Account is suspended or deactivated" I have contacted virgin mobile and they state to contact Blackberry..... any help would be appreciated.
Hall of Famer III
Posts: 57,525
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Curve 9360 can't send/rec email or BBM after plan change

Hi and Welcome to the Community!!

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

  • 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.

Hopefully that will get things going again for you!


Thesmaxx wrote:
I did find one strange browser setting indicating to call virgin mobile because account is" Blackberry Internet Service Account is suspended or deactivated" I have contacted virgin mobile and they state to contact Blackberry.

Well, then Virgin fobbed you off. You see, if they are a proper BB-supporting carrier, then they should know that end users have no channel by which to seek anything directly from BlackBerry whatsoever. Only via formal escalation from the carrier can an end user receive any formal support from BlackBerry (and these forums are a user-to-user channel, not a user-to/from-BlackBerry channel). That is how the support model works, and all parties (BlackBerry, the carriers, and the end users) are contractually bound to that model.

 

So, I recommend you contact Virgin again and this time not let them fob you off. Consider...who do you pay for your services? You don't pay BlackBerry...you pay Virgin. As such, they are 100% responsible for delivery of all of your services as well as all of your formal service-related support (including, when needed, proper escalation up to BlackBerry for things that Virgin cannot handle)...right now, they seem to be delivering neither of these to you, and you should be quite upset with them about that.


Good luck!



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

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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