BlackBerry

[PaulJoan5]

Hello,

I have a Blackberry Bold on Vodafone Contract with the Data Traveller Bolt On.

The device was working fine in the UK, but since crossing to france 48 hours ago I have not been able to send any e-mails or Blackberry Messenger messages. I can browse the web. I have a Vodafone Data Traveller Bolt on & Vodafone Passport.

I have tried 3 times to speak to Support (at 75p connection each time) and each time have either waited 45 minutes or been disconnected.

I have tried the following things to rectify the situation:

1.) I have tried a hard reset of the Blackberry (ALT, SHIFT, DEL) and a battery pull

2.) I have manually tried to register to the network by selecting the Routing Table and clicking 'REGISTER'. I DO NOT get the confirmation message to say I have registered sucessfully. I have tried registering multiple tables.

3.) I have tried manually selecting an alternative network

4.) I have tried connecting to Wifi 

And combinations of the above - I am still unable to send. 

I have tried to contact support (see Ref: 6787179) who just told me to read the FAQ's!?

I desperatly need to be able to send e-mail and I was assured that it work work faultlessly - the first 48 hours of my trip has been consumed with trying to rectify this situation. 

PLEASE HELP!!

The Blackberry Forums seem to suggest this is a Network Setup issue NOT a handset one:

http://supportforums.blackberry.com/t5/BlackBerry-Torch/Cannot-send-mail-during-roaming/td-p/712719

[Lee]

Hi there PaulJoan5,

Many thanks for your post and if I've not been beaten to it already, welcome to the eForum.

To be honest, this does indeed sound like an account issue rather than handset or location specific. It's almost as if the BlackBerry service has been blocked in some way.

I've sent you an email to the registered eForum address. If you could reply to that email, we'll be in touch.

In the meantime to help with the speed of resolution, could you tell me the following?

Are you able to make and receive calls and SMS (texts messages)?

Can you definitely confirm you are able to browse the internet using the local network?

Please also confirm that you are unable to use the mentioned services over WiFi.

Cheers,

Lee

eForum Team

[CCook46]

Lee

Exact same problem that PaulJoan5 has with the Torch. I have taken all the same steps on various different occasions when Roaming in Canada, United States, France, Germany, Spain, Italy and Sweden in the last 12 months. Nothing worked. I can make and receive calls, I can send and receive texts and I can receive emails but no sending of emails. I have even checked with friends who are employees at RIM no answer other than it must be a Vodafone problem. My corporate 02 Bold works perfectly.

I look forward to hearing from you.

CCook46

[Lee]

Good evening CCook46,

Many thanks for your post confirming you're having the same troubles.

It's a strange one because you indicate you are able to receive emails, just not send them.

I've sent an email to your registered eForum address. If you can reply with the requested details we'll be in touch.

Cheers,

Lee

eForum Team

[Limbada]

Hi Lee,

Funnily enough, we have the same problem. We've had a number of users go to Europe with our new Vodafone BBs and they have reported that they can receive emails but not send them.

I've spoken to Vodafone Customer Service who initially told me that the problem was priobably a BES configuration issue, but our IT guys (and other posts on other forums) confirm that there is no setting for this on the BES servers.

Previously, O2 BBs used to work fine when abroad...

To pre-empt some of the questions you have asked the above users, our users were able to make/receive calls and also send/receive SMS text messages.

Thanks.

[Martin]

Hi Limbada

Welcome to the eForum it is always good to see new faces on here.

I think it would be best to have a look at your account so that we can make sure there are no bars on that could stop this from working correctly.

I have therefore just sent you an email, if you can reply back to that with the relevant details we can then look into this for you.

Thanks

Martin

eForum Team

[PaulJoan5]

Despite assurances from you that this problem was fixed I have returned to France and am still no longer able to send any e-mails or blackberry messages. This is clearly a Vodafone issue which you have been unable to identify. Please contact me via my forum registered e-mail address ASAP to attempt to resolve this issue as this is doing untold disruption for a second time! Thanks.

[Martin]

Hi PaulJoan5

I am sorry to see that you are still having issues with this whilst you are in France.

So that we can look into this issue, I have just sent you an email, if you can reply back to that with the relevant information we can investigate this further.

Thanks

Martin

eForum Team

[Patman85]

Hi there,

I have the same issue with my BB. I can recieve email but no BIS unless I'm connected to a wifi network and that doesn't always work. I doesn't matter as to what country i'm in but as soon as I'm on roaming I have no blackberry services. I've already emailed your customer services also and I'm yet to hear anything.

Thanks,

[Lee]

Hi there Patman85,

Thanks for your post.

I've just checked our email queues for any emails received from your registered eForum address and can't find anything. With this in mind I've sent an email to your registered eForum address. If you can reply to that email we'll be in touch.

Cheers,

Lee

eForum Team

[Bisch]

Hi having similar issues. Currently travelling in Canada. Having said that neither email or bbm working in UK. I suspect acct. has been blocked. Please help.

[James]

Hi Bisch,

As the service never worked in theUKit would indicate that there is no active BIS subscription on your account.

However you may also have a roaming bar on the account if you are unable to use any services such as calls and texts.

So that we can take a look at all of this I have sent you a quick PM with details on how to get in touch with our team dir3ectly, please follow the instructions on the PM and one of the team will be able to look into this for you.

You can find your PM inbox here.

James

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[jtb_fr]

I'm having exactly the same problem as the other posters.  BB Torch 9810 on sim-only with data traveller.  Can make and receive calls and sms; can use data via browser; receive emails but cannot send them.  What was the resolution for the other posters that had this issue?  I am in France.

Cheers

Jimmy

[Dave]

Hi jtb_fr,

Can you confirm that you had no issue with this in the UK for me?

Also, have you tried a hard reset of the device to clear anything cached on the handset?

- Switch the handset on
- Whilst powered up, remove the SIM card and battery
- Put the battery back in and switch on
- Wait a couple of minutes, then remove the battery again
- Replace the SIM and battery and switch back on

Dave

[jtb_fr]

Hi there

Yes I have no probs with BB email send or receive in the UK.  I've tried a hard reset but no joy.  I got the model of my phone wrong though, it's a 9800, not a 9810 - so it's running OS6, if that's relevant?

I'm back in France again today and it's still unable to send email.

Cheers

Jimmy

[James]

Hi jtb_fr,

Thanks for the update here.

As you are able to browse the internet using the web browser it does indicate that the data connectivity is fine whilst you are inFrancebut is simply an issue when trying to send emails.

Can I ask if you have tried to send an email whilst connected to WIFI?

The reason that I ask is that usually the issue will be with a roaming restriction on your account however as all other services work fine then this will not be the case with your account.

Can you confirm what symbol you are seeing next to the signal bar? (GPRS, 3G,EDGE)

However, it’s worth noting that some of the services you enjoy in theUKmay not be available when you’re abroad.

James