You or they did not perform a backup before upgrading?
Do you have BlackBerry Protect installed on your device?
1. If any post helps you please click the below the post(s) that helped you. 2. Please resolve your thread by marking the post "Solution?" which solved it for you! 3. Install free BlackBerry Protect today for backups of contacts and data. 4. Guide to Unlocking your BlackBerry & Unlock Codes