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New Contributor
Posts: 2
Registered: ‎02-10-2013
My Device: Curve 9320
My Carrier: Virgin
Accepted Solution

email troubleshooting

I have a cuve 9320. I can recieve emails, but I cannot send or reply to them.  When i go to reply it pops up with "You are currently on a service plan that does notsupport this application. If you want to use this application, please contact your service provider to upgrade your service plan'.  I have contacted my service provider numerous times and they have reset my plan numerous times.

 

This time they said to register their email server on my phone to update the server. I can't find a place for that in my device or email settings. Where do i update/register their server on my phone? Is this an issue with my phone or with my service provider?

Hall of Famer III
Posts: 58,190
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: email troubleshooting

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! If not, then you should try deleting and re-adding your BIS configuration for the affected email accounts. Otherwise, you should contact your mobile service provider for formal support...and make sure they give you specific instructions to carry out the steps they recommend.

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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New Contributor
Posts: 2
Registered: ‎02-10-2013
My Device: Curve 9320
My Carrier: Virgin

Re: email troubleshooting

thanks for the quick reply!

 

I've tried all of those, but no avail. When i talked to my service provider earlier today they said to update or register their email server on my phone in the email settings, but I cant find a place to update/register their server. Do you know where to find that? is this likely a problem with how I've set things up on my phone or is it more likely a problem on my provider's end? 

Hall of Famer III
Posts: 58,190
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: email troubleshooting

Actually, it might be inside of what I gave you above. Either that or the mail configuration wizard. But, not knowing exactly what they want you to do, I'm only guessing.

 

You really need to insist that they tell you exactly what to do and not let them fob you off with generic instructions. You PAY them for 100% of your services and 100% of your formal support...right now, they are delivering neither to you...


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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