I had a issue yesterday when a customer of mine had one of there emails going to there Blackberry stopped. It started late at night with a email from Blackberry stating that they need to validate the email. She did validate the email by entering the new password and got the confirmation email stating that emails would be received in 20 minutes but she never got her emails to her Blackberry Bold. She kept getting a email every few hour asking her to validate her account and she kept on validating it with the same response but no emails. This customer also had an AOL email that worked properly and never stopped. When she finally called me I went through some trouble shooting with, I had her re-register the Blackberry on the network, send the service books, and I deleted the email and added it back again. When I added it back it show successful but the same issue was going on no emails were getting to the Blackberry. I told her to call her IT department that maybe they made a change that need to be done on her Blackberry device. The company has an exchange server but this customer was using her web mail not the server. Her IT department told her nothing was different and it had to be on the Blackberry side. I realized then we would need to contact Blackberry support to help us and I dreaded that because it takes an hour with AT&T before they finally transfer you to Blackberry support.
When you call customer service they have to go through a protocol before transferring the customer to Blackberry support. They start by asking you simple questions like how many bars you have on your device, if you see 3G, if you have the data feature for the Blackberry and other basic trouble shooting questions. I had made a 3 way call to Blackberry to help this customer as she was at work at the bank which was the email that was having the issue. So I had told the AT&T representative that I already had done trouble shooting to the Blackberry and the issue had to be fixed by Blackberry, but no matter what they have to go through with this protocol. The representative then must transfer you to technical support and after technical support asked there questions they then transfer you to data technical support. Data technical support must go through another series of question then after all that the finally contact Blackberry support. This all took an hour while I was on the phone with the three way call and since I originated the call I could not get off the line. Blackberry located in Canada and that’s where the representative was located that was helping us. The Blackberry representative did the same trouble shooting that I had done and also removed the email and added it to one of there test devices. They stated that it worked on there test device but their device was not using the banks server and that the issue was the banks server had a firewall blocking the IP address. This whole call had reached 2 hours and a half by now and my store was getting busy so I left the phone on mute and let Blackberry and the customer continue with the trouble shooting. I did pick up the phone close to the 3 hour mark to see what progress was made. I heard them saying it is on the server side of the bank and the IT guys need follow these instructions for the email to be sent to the Blackberry. www.blackberry.com/btsc/KB11036 is the link sent by Blackberry but it has not been fixed yet and we are still working on this issue.

The customer with the issue came to the store on December 7th and told me it was the bank that blocked all Blackberry users that were not using there server. We had first done a work around for her to get her email with Blackberry web mail. I was so relieved to know that it was not something about Blackberry we could not fix.