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rmc57
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Lost all BlackBerry services - "no data plan"

I'm at my wits' end regarding my BlackBerry Curve 9320. I tried emailing 'The Team' but was just fobbed-off with broken links to a web page and platitudes about being a 'wonderful customer'.

 

I have a pay as you go package - 'Unlimitacular: Big Data and Texts'.

 

Coming up to three weeks ago I lost all BlackBerry services, email and BBM and also my browser now shows that I no longer have a search engine associated with it, thus I cannot search in the address field as before.

 

I have tried a full factory reset twice with no success and so I have restored my back-up twice.

 

Either trying to set up email accounts (when in factory reset) or access my email account settings (when restored) I get the set-up screen for the BlackBerry Enterprise server, thus indicating that my VM data plan is currently not working.

 

I eventually found the web page that the broken link apparently referred to. It seemed to assume I'd damaged the phone, which I haven't.

 

After a deeply frustrating failed attempt to get sense by email I tried contacting BlackBerry who confirmed that the problem was at Virgin's end and somehow my data plan had been disconnected.

 

I really do not want to talk to the inexpert and obstructive customer service  phone line team since I clearly need specialist help with this problem and not the usual patronising script. Nor do I particularly want to have to mail my phone to Virgin as is suggested on the web page.

 

I'm now actively considering alternative suppliers but thought I'd make one last attempt to get a resolution here. 

 

I need someone to check why my data plan appears not to be working. On August 25th, five days after the failure, I paid my monthly £5 fee in a hope that would rectify matters. Sadly it didn't. Surely this can be checked by an engineer and fixed?

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Forum Team
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Re: Lost all BlackBerry services - "no data plan"

Hi rmc57,

 

Thanks for posting. I'm very sorry to hear you're having trouble accessing your services on the BlackBerry®. I appreciate how frustrating this can be for you.

 

It sounds like your BlackBerry® services need to be reactivated or reset our end. I'm afraid we can't do this via the forum for security reasons.

 

I appreciate you didn't want to call in but this would be the quickest way to get it resolved. The number you need is 789 from a Virgin Mobile or 0345 6000 789 from any other phone.

 

I'll also send you a private message to discuss this matter a little further. To view this click on the red envelope on the top left.

 

Hope to hear from you soon.

 

Thanks


Rich
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rmc57
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Message 3 of 4
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Re: Lost all BlackBerry services - "no data plan"

Many thanks. After listening to endless recorded messages and fighting off the far eastern call centre after about half an hour I was finally transferred to an engineer who sorted it out. 

 

I think VM should be concerned at just how off-putting that call centre is, or is that the idea?

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Forum Team (Retired) Mat_H
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Re: Lost all BlackBerry services - "no data plan"

Hi rmc57,

 

I'm really glad to hear this was all sorted for you eventually Smiley Happy

 

I can assure you we want your calling experience with us to be as simple as possible. If you need anything at all, please let me know.

 

Have a nice day.

 

Thanks,

Mat


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