Bigpond Email and my 8310

[Chippy]

After approx 10 months of no problems receiving email it's all gone pear shaped and Telstra's wireless division for BB technical support has zero idea on how to find a resolution, nor do RIM for that matter.

I have two email addresses set up on https://bis.ap.blackberry.com/html?brand=telstra, one a bigpond address and the other the BB device address. All very simple and straight forward.

Emails received OK at my laptop for bigpond address but not going to my BB (like it has without problems for past 10 months?). Emails sent directly to my BB address received OK.

Tried all the usual stuff like resendimg service books, deleting and re-creating email accounts on the Telstra BB client (see URL above) but no joy. Sent emails from desktop hotmail accounts etc to bigpond address but no luck. Emails sent can be seen on Bigpond web mail, so they are there and exist.

All up four solid hours on phone to a myriad of different so-called techies and f'all to show for it. Idiots left right and centre.

Wondering if anybody else has experienced similar problem and remember the resolution to the problem?

TIA.

[Gregmyers]

Hi,
This might be a silly question but have you done a soft reset (battery pull) since re-sending the service books?
KR
Greg Myers

[GaryCutri]

Hi Chippy,

The issue you are experiencing is a very common issue that is "normally" resolved by deleting the email account from the BIS web client and then recreating it after 10 minutes (This to allow time for the device to receive the configuration changes). In some circumstances I have had to log onto the users BigPond account and set an email forward rule to forward all items to the users BIS email address (e.g. user@telstra.ap.blackberry.net) to correct the issue (or technically to work around the issue).

Thanks,

Gary

[Chippy]

Originally Posted by Gregmyers

Hi,
This might be a silly question but have you done a soft reset (battery pull) since re-sending the service books?
KR
Greg Myers

Yes Greg, did this several times with several Telstra and RIM techheads.

[Chippy]

Originally Posted by GaryCutri

Hi Chippy,

The issue you are experiencing is a very common issue that is "normally" resolved by deleting the email account from the BIS web client and then recreating it after 10 minutes (This to allow time for the device to receive the configuration changes). In some circumstances I have had to log onto the users BigPond account and set an email forward rule to forward all items to the users BIS email address (e.g. user@telstra.ap.blackberry.net) to correct the issue (or technically to work around the issue).

Thanks,

Gary

Cheers, Gary.

Tried your tip re deleting email account, waiting 10+ minutes and recreating - no luck. Your tip re forwarding via Bigpond account works and was helpful. But this is a workaround, and I'm hoping for a solution to the real problem.

Worst part about dealing with issues like these is that you have to wait on a 'phone queue, then tell the whole frickin' story, again, every time you pick up the phone to ask about progress of reported problem. A great way to flush hours down the drain and raise your blood pressure.

I'll let you know if they find a resolution to the problem - RIM still have an open ticket for the problem, so I s'pose that's good.

[Chippy]

What I've done:

Purchased an additional mailbox from Telstra Bigpond and created account on BB web client. Test emails came through to my BB without a problem.

So, in summary I now have four email accounts setup on BB web client, and three of 'em are passing on emails to my BB without problem. The one that isn't working is my main company email address - so I can't just simply ditch it.

What they (Telstra/Bigpond/RIM) said:

Created my environment in RIM lab (how?) and everything is apparently working as designed -all emails received.

So, they are now saying the problem is most definitely with my BB 8310 handset and suggested I take it back to place of purchase. I'm struggling to believe this.

If they are right and the problem is with my handset, wouldn't the likely cause perhaps be corruption of the operating system software? Can I download a fresh copy of opsys? Is this advisable?

Right now I'm at a total loss and stuck in a cul-de-sac, and Telstra/Bigpond/RIM have virtually washed their hands of the problem.

[GaryCutri]

Originally Posted by Chippy

What I've done:

Purchased an additional mailbox from Telstra Bigpond and created account on BB web client. Test emails came through to my BB without a problem.

So, in summary I now have four email accounts setup on BB web client, and three of 'em are passing on emails to my BB without problem. The one that isn't working is my main company email address - so I can't just simply ditch it.

What they (Telstra/Bigpond/RIM) said:

Created my environment in RIM lab (how?) and everything is apparently working as designed -all emails received.

So, they are now saying the problem is most definitely with my BB 8310 handset and suggested I take it back to place of purchase. I'm struggling to believe this.

If they are right and the problem is with my handset, wouldn't the likely cause perhaps be corruption of the operating system software? Can I download a fresh copy of opsys? Is this advisable?

Right now I'm at a total loss and stuck in a cul-de-sac, and Telstra/Bigpond/RIM have virtually washed their hands of the problem.

I am a little sceptical of the feedback given to you by Telstra regarding the device being at fault but to rule it out we should try a firmware update. If you can post back with the carrier that you purchased your unit from and the current firmware version (Options > About > Third Line) I will post back a download link and instructions.

[Chippy]

Gary,

Bought from ComputerEzy, unlocked Vodaphone 8310, running on Telstra Edge network. Firmware - V4.2.2.146 (platform 2.5.0.16).

Many thanks for your help and interest.

[Chippy]

Whilst waiting for your response Gary, I decided to re-install my old 7290 and see if the same problem exists when using that device.

Nope, everything worked perfectly well on the 7290 - received all emails from all accounts as expected.

So, looks like the problem is definitely with my 8310 handset (just why it is not receiving one particular email acount is anyone's guess) and the firmware upgrade is my only chance of resolving the problem.

Look forward to receiving your instructions, links and tips, Gary.

[GaryCutri]

I have checked online and your device is running the latest firmware so we will need to perform a few different steps:

1. Connect you device to a PC running Desktop Manager and perform a backup using the Backup\Restore option. Then close the Desktop Manager application.
2. Download the Vodafone firmware from HERE and install it onto your PC
3. Download and run JL_Cmdr with your device connected and select Option 4 to Nuke your device (this erases all the data and firmware)
4. Open BlackBerry Desktop Manager and then open the Application Loader and follow the prompts to reload the firmware (you will have to select all the items you want to install on your device)
5. Once the firmware is loaded after 40 minutes or so (the hour glass can appears for up to minutes before starting but this is normal) set the device date\time and resend the service books from your BIS client.

Please let us know how you go as it would be great to this issue resolved.