dianehughes2000
Level 2: Rookie

Message posted on Tuesday, still no response? I'll try again :-)

On Sunday, I ported my BlackBerry over from Vodafone to Telstra. The port finally succeeded Monday lunch time. I access my work email from my BlackBerry via BIS not BES. I went in to my Email setup and had to redo my password to my work account and shortly after emails started to come through.

 

Then during Tuesday morning I suddenly noticed that I hadn't heard any emails come in on my phone whereas I had certainly received emails on my work computer. I went back in to Email setup and there was a message saying my Internet Service account is suspended or deactivated. I rang the number given (1800 010253). The operator checked various settings and said that everything was OK and the account was no longer suspended and emails would start to come.

 

After a couple of hours, still no emails had arrived. I checked the Telstra website and saw there was a website where I was meant to create an account BEFORE receiving or sending emails. No one told me that on Sunday! I tried to create an account using the PIN and IMEI number I got from my phone. I kept getting the same message: my account was suspended or deactivated.

 

So I rang the number again and spoke to another operator. She checked more details/settings, my phone PIN and tried to send me the service book (?) but nothing arrived. After a considerable amount of time, she came back and said that there was nothing wrong with the settings so it must be because I didn't buy the phone from Telstra. She gave me a reference number and said to go back to the Telstra shop, give them the ref number and they would fix it.

 

Well, that doesn't make any sense at all because it was working fine from Monday lunchtime to Tuesday morning. If something was wrong with the settings, I wouldn't have received ANY mail.

 

Any help would be most appreciated :-)

Diane

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Ben_F
Community Alumni (Retired)

Re: Message posted on Tuesday, still no response? I'll try again :-)

I don't know much about blackberry, but I've flagged this to the mods to hopefully get your details.

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Ben
Telstra (Retired)
Telstra (Retired)

Re: Message posted on Tuesday, still no response? I'll try again :-)

Hi Diane,

 

Your question is quiet specific and I'm not immediately aware of any of our regular users that have delved into BlackBerry posts before.

 

For the benefit of the community, BlackBerry devices require unique configuration in order to successfully synchronise email services to the device. This unique configuration locks to the device on a worldwide scale and upon changing carrier, needs to first be removed from the carrier you are leaving.

 

If you have an existing non Telstra (ie Voda) profile assigned to the BlackBerry device, then you will need to contact your previous carrier for removal. Neither Telstra nor RIM are able to remove this profile due to privacy reasons.

 

I can check to see if this might be the reason its not working correctly for you. If you can please send me your account details via telstra.com/24x7help including DOB I will check it out for you on Monday when I'm back in the office. Otherwise the Business LiveChat team is around 24/7 and can also check it out for you.

 

 

Ben B
Telstra Digital Sales & Service

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dianehughes2000
Level 2: Rookie

Re: Message posted on Tuesday, still no response? I'll try again :-)

Hi Ben

 

Thanks so much for your replies and information. Yes, a profile still in place would certainly have that effect. 

 

What still seems odd to me though is I received emails for nearly 24 hours after the port to Telstra had succeeded. Surely if my Vodafone profile was still active, my emails should have stopped completely after the port went through? Or maybe my BlackBerry is smarter than I thought and found a way around it ;-)

 

I will see if I get any joy from Vodafone customer service (I'm not overly hopeful) and contact you via the link you gave depending how I get on.

 

Thanks again,

Diane

dianehughes2000
Level 2: Rookie

Re: Message posted on Tuesday, still no response? I'll try again :-)

Hi Ben,

 

I thought I should give you an update of my progress. I rang Vodafone yesterday morning and was put through to the BlackBerry specialists. The Consultant asked for various details (phone PIN, my email address, phone number) and deleted the profile. She then searched for my details again and said nothing came up.

 

When I looked at the programs in my phone, I noticed a Telstra symbol. I opened it and I activated the program. Now when I click on it, I get My Place with a whole series of Telstra apps like Home, Foxtel, Apps, My Account, Maps, White and Yellow Pages etc. I have also now registered for My Account.  

 

During the afternoon I realised that the phone I am using now was not the original one I set my Vodafone account up with. So I rang back and gave the Consultant the PIN of my original phone to check. Again, he found no profile linked to me. He also searched the SIM card number and email address again. No profile came up.

 

So as far as I can tell, I no longer have a Vodafone profile. I have taken the battery out of my phone and tried to login to the BlackBerry Internet Service but I am still getting the same Suspended or Deactivated message. Sigh!

 

 

Ben_F
Community Alumni (Retired)

Re: Message posted on Tuesday, still no response? I'll try again :-)

Silly question perhaps, have you tried registering for a BIS account at https://telstra.blackberry.com 

 

B.

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dianehughes2000
Level 2: Rookie

Re: Message posted on Tuesday, still no response? I'll try again :-)

Hi Ben

 

Always remember, there are no such things as silly questions ;-)

 

I have tried registering for a BIS account about 600 times (OK I am exaggerating slightly) but it would be lots of times. I get the same message over and over again: My account is suspended or deactivated. I have tried it from my computer, my phone, after removing the battery and re-starting it. All sorts of combinations that I could think of just in case but still no joy.

 

That was why Ben B suggested I contact Vodafone to ensure there was no profile still active over there. They assure me there is no longer a profile linked to either of my PINs, phone number, SIM number or email account.

 

Since creating 'My Account' in Telstra, I have also tried using that information to see if it would work in the Existing Users login but no go there as well.

 

Keep your thinking cap on Ben. I need all the help I can get :-)

Ben_F
Community Alumni (Retired)

Re: Message posted on Tuesday, still no response? I'll try again :-)

I think your BIS needs to be re-added in the BIS Admin page (I used to have access, not that I knew what to do with it).

 

I would be inclined to call 1800 010 253, select option 2 then Option 1, and demand that they turn BIS off and back on to your service.

 

Are you on a Business Plan by the way? If you don't know, feel free to post the name of your plan or tell us if you have a 13 digit account number. If you have a 13 digit account number, it may need to be escalated to Consumer Sales (via LiveChat) to raise an order to remove and re-add BIS.

 

B.

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dianehughes2000
Level 2: Rookie

Re: Message posted on Tuesday, still no response? I'll try again :-)

Hi Ben

 

I haven't had a chance to call 1800 010 253 today as work went really nutso. I can give that a whirl tomorrow.

 

I'm not on a Business plan but just the BYO mobile 35 with a $10 data plan. I do have a 13 digit account number.

 

Thanks again,

Diane

Ben_F
Community Alumni (Retired)

Re: Message posted on Tuesday, still no response? I'll try again :-)

I don't think that 1800 number will be of help to you. I would try the link that Ben sent above to see if he can review the BIS details on your account.

 

Ben:  DO NOT forget the difference between BIS and BES. I've had consultants do it in the past and it results in nasty issues. Suggest a remove and re-add Smiley Happy

 

B.

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dianehughes2000
Level 2: Rookie

Re: Message posted on Tuesday, still no response? I'll try again :-)

I was dreading ringing the 1800 number again so I am happy to give it a miss for the momentt!

 

I did leave my details on the link that Ben B left so hopefully I will get some further information via that avenue. I did forget to put in the ref# I was given by the consultant I spoke to at 1800 but if should be visible on my account details. Fingers crossed!

 

Who would have thought a phone could get so tricky? Smiley Wink

 

Kind regards

Diane

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