01-31-2014 09:30 AM
I received a notification on my Blackberry two days ago saying I needed to revalidate one of my email addresses and when I tried to do so I got an error message saying the password was wrong. I was able to log in on other devices with the same password so I knew the password wasn't wrong - I deleted and and re-added the email account, and everything seemed to be working fine.
01-31-2014 10:28 AM
It's Orange's responsibility to resolve your issue. If they can't do it, they're to escalate you to BlackBerry without charge (by providing you with an incident number). This is their responsibility but few carriers will do it without pressure from the user because it costs them to do so.
You need to call Orange back for resolution and if they're still unable to help you, you must INSIST on being escalated. This might require speaking to a supervisor or manager or even threatening to take your business elsewhere. Whatever it takes, you're not to hang up the phone until you have an incident number from them.
I would like to help you out right here but you've tried all the steps I would have recommended so I'm suggesting you try giving Orange a ring again.
Keep us up to date on your progress.
01-31-2014 11:44 AM
Thanks BillJ, I didn't know they were obliged to give me an incident number. I will ring them again and nag them until I get that number.
I will report back after I get in touch with Orange