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Old 08-05-2007, 08:01 AM   #1 (permalink)
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Default Verizon Registration woes

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Hi all, I wanted to share my story to see if anyone was experiencing the same problem.

First of all, I made a mistake. My new verizon 8830 was working great. I wanted to adjust the email filters on my gmail account to eliminate the 'getting my sent messages' problem. But, I couldn't get into the BIS account page, and I didn't realize I had registered for it by setting my blackberry email on my device. I figured, instead, that someone else had had my phone (and returned it), but had registered it first.

So, I sent an email to verizon technical support and they reset my device. That was where everything broke down... After that I couldn't receive any emails, and my internet access generally broke (with the exception of the maps application for some reason).

I had several conversations with verizon on the phone, they were trying to help, but obviously they were stumped. I did soft resets, hard resets, resent service books, re-registered the device on the wireless network... nothing worked. Finally they sent me to a verizon store to get a replacement device.

I went to the store, fully expecting to walk out very quickly with a working replacement. I was wrong. The technician wanted 1 hour to swap my device over (even though I said no data needed to be copied). I came back 1 hr later to get my new device, and voila! Exact same problem on the new one. I showed that to the tech, who gave it to someone else.

He tried, he really did. I stood in that store for 2-1/2 hours waiting for him to fix it. He called blackberry, he called his tech support, and probably everyone else he had a number for.

What's interesting about the new device is that it isn't registered with my account on BIS. When I try to 'change device', it gives an error about invalid PIN for this provider. When I try to simply create a new account for my device, it says the device doesn't match my provider at all.

Anyone ever go through this? Any advice? Is there some outage someplace that no one is talking about?
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Old 08-05-2007, 09:15 AM   #2 (permalink)
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Keep trying.

You may have had bad luck with first device when you confused support by not explaining exactly what you needed. What you needed was account name and password to login to your BIS account.

Second blackberry you have got was, most likely, not provisioned properly on Verizon's network. That happens occasionally. You have got it, but can't create an account.

My suggestion is:

- Get to Verizon store again and swap device. Tell them not to do any backup and resore, just take your device and bring you box with the new device.
- Make sure they gave you *new* replacement device.
- With new device, create new BIS account or ask someone in store do it for you. Do not, I repeat, do not use any of your old accounts or try to do PIN swap. Go for the most basic and simple way of creating new account: login to Verizon BIS Web page, push Create New Account button.

If that works- your problem solved. Redo all your configurations in new account, add your email addresses and filters and you are good to go. Keep your login name and password somewhere safe but where you can find it when you need it again.

If that does not work, here is your complain to Verizon support: "I bought new 8830 blackberry and I am not able to create account on Verizon BIS web page."
This is what Verizon support should be able to deal with as this is the very foundation of blackberry sale and setup. If that does not work for customer(s) Verizon is in trouble and they know it.

Verizon BIS web page, for reference: https://bis.na.blackberry.com/html?brand=vzw

Good luck with that. Blackberry 8830 is cool device and hopefully you will be enjoying it soon again.

Last edited by Berry One : 08-05-2007 at 09:19 AM.
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Old 08-06-2007, 01:41 PM   #3 (permalink)
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Finally got through and explained it the right way to a CS person at Verizon. All is well again. Thanks for the help and encouragement to keep trying.
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