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betterlate1 11-03-2008 12:47 PM

BlackBerry Messenger International (UK)
 
For those of you experiencing BBM problems when trying to contact the UK...

Spent an hour with RIM today trying to sort out the BBM problem.

First, AT&T re-provisioned my BB and checked all--OK

While on phone with RIM:
I sent PIN request to UK--OK
UK received it and accepted--OK
Acceptance never returned here to the US
UK reports check mark with no little D or R above
so...the reply was submitted but gets blocked somewhere between the UK and US
Same results with 3 different contacts on 3 different carriers (Vodafone, OrangeUK, ?)

RIM reports that the same problem has been reported by several users in UK and US.

Test PINs between my device and Canada went perfect.

The case has been escalated to the Network Technical Team at RIM. Over the next 48 hours they would like our contacts in the UK to continue to try to ping us and hopefully soon...we will start receiving messages again from them.

If in the next 48 hours the messaging problem still exists, I have to contact RIM again when one of my contacts in the UK is available so that we can investigate further and get immediate responses to questions and relay tests.

I know this is not the answer I wanted and probably not the one you wanted as well but RIM seems to be trying very hard to fix the situation.

***update*** half hour later and the BBM problem is fixed!
THANK YOU RIM!!!!!!!!!!!!

sarahpl 11-21-2008 08:18 AM

Hi Betterlate1.....Ok, I'm so frustrated right now! I'm having the same exact problem with my friend in the UK. I've also been in touch with my carrier, Verizon, and Blackberry tech support and the problem still hasn't been resolved. This might sound ignorant but what is RIM??? Can you give me any info on how to contact them myself because it's pretty important that I have BBM contact with this person. Thank you so much, I'd appreciate your feedback. Cheers!

betterlate1 11-21-2008 08:59 AM

I personally spent an hour on the phone with RIM to resolve this problem:



First, I had AT&T reprovision my phone - checked all OK



Then, with RIM Tech Support on the phone and one of my contacts in the UK available,

Sent PIN request via contact list - OK (checkmark with D on my phone)

PIN request via contact list received in UK - OK (verified contact received)

PIN accept sent from UK to US - fail (lays pending checkmark no D or R)

Sent direct PIN request to UK - OK (checkmark with D on my phone)

PIN request recieved in UK - OK (verified contact received)

PIN accept sent from UK to US - fail (checkmark but no D or R)

So now RIM knew that the problem was on the return trip from the UK computers.

RIM asks my UK contact to continue trying a direct PIN request from UK to US intermittantly during the next 48 hours.

Within one hour, the pipeline between the US and UK was open and I was receiving PIN requests and was able to answer and communicate via BlackBerry Messenger once again no problems no lag time.

Evidently there was an equipment upgrade and the handshake configuration was incorrect.

This procedure opened communications for N America and the United Kingdom at approx 4:00pm EST.



So, if anyone is still having problems connecting overseas via BBM, call RIM Tech Support (1-877-255-2377 from the US) and have an overseas contact available to help with realtime diagnosis and reporting.



Hope this helps.

betterlate1 11-21-2008 09:02 AM

Quote:

Originally Posted by sarahpl (Post 1177056)
Hi Betterlate1.....Ok, I'm so frustrated right now! I'm having the same exact problem with my friend in the UK. I've also been in touch with my carrier, Verizon, and Blackberry tech support and the problem still hasn't been resolved. This might sound ignorant but what is RIM??? Can you give me any info on how to contact them myself because it's pretty important that I have BBM contact with this person. Thank you so much, I'd appreciate your feedback. Cheers!

RIM (Research In Motion) is the company that makes BlackBerry devices and develops the desktop and handheld software and systems for those devices.


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