Cannot setup new Email Account.

Hello all, I am new to this forum, so forgive me if I am in the wrong area and feel free to point me in the right direction.
I tried sending a message to [email protected] but of course - in the bit bucket it goes. Don't know why they post this email address on their site if they have no intention of HELPing...
So here is the story:
I am a consultant and have a client that has a BB Curve. He has been using a certain provider inet for his email. He has now changed to a different provider (for technical reasons). I have tried to setup his new email account for the new provider – I also use a BB curves and have performed this operation for over 50 of my clients. However in this scenario, the Curve keeps asking for his account id and password. We have tried to enter it and it says that the Username cannot be blank. If we exit and re-enter the setup tool, and then enter the same info again, it says that the username and/or password is incorrect. His credentials have never - ever changed.
We cannot get his password (or acct info) sent to him by BB (RIM), because he no longer has the email address of record. Of course I tried entering a different email address to send it to, but of course it doesn't get to his phone as there is no eamil address setup (except his old one). The provider here in town (TELUS) has been quite useless in helping and have been quite specific that we need to talk to RIM, well of course this seems to be the only avenue available.
Can someone direct us to the appropriate area or resource in order to proceed with setting up his new email account.
Please feel free to reply to me directly at [email protected]
Thanks everyone.

You're welcome...
rgutery wrote:
2) When we do this, we do not get them email account setup screen, instead we get the login to email settings screen,
3) When we enter this user's email address and password, the device says it is incorrect (or the username field cannot be blank). It depends on the mood of the device as to which message we receive.
The user has a "BIS Account' login username and password. This username is NOT an email address, (but it could be the first part of his email address... it's whatever was created -- does that make sense?). If his email address is [email protected], his username could be anything else, like "RobertSmith50". There's no relation.
Telus is being absurd. They can give the customer his username and reset the password.
Or, they can simply delete the previous BIS account, and add it back to his plan and then he can set it up fresh with the username and password he (or you) will now remember.
Anyway, I'd try one more time with them, and this time, perhaps using the correct terminology might peg their memory. Tell them you want to reset the the BIS data account -- either reset or delete and re-add. ONLY they can do this, RIM can't.
This dude IS Telus' customer, not RIM's. He pays Telus his monthly fees. You really need to ask for a manager or supervisor, and I'm sorry for all the bouncing back and forth... but you just gotta find a sober Telus rep.
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