blackberry 9900 bold unable to connect to BIS and customer services resolution failed.

[coachzen]

Have recently had both mine and my wifes contract upgraded. Both on Blackberry plans, now hers (Bold 9900) fails to connect to BIS and get emails, internet, BBM. whereas mine still works fine (Z10). Have spoken with Customer services, and their resolution of tweaking the sim their end and a hard reset along with switching networks away from Vodafone and back have not worked.

Any suggestions, ideas on resolving the issue and saving my ears from another bashing?

[Retired-Sarah]

Hi @coachzen 

We’d need to take a look into this to advise further.

Our Live help team, will be happy to help you with this.

There’s further help and information with our troubleshooting guide.

Thanks,

Sarah

[coachzen · Accepted solution]

Sarah

Turns out that a recent upgrade of the sim card removed the blackberry option on the account. What was confusing was that the other phone that was also upgraded kept access to BIS. All sorted now.