Emails on Curve 9320

Question

Hi, suddenly last week i stopped receiving and being able to send emails from my Blackberry. This is a personal account with TalkTalk and was working fine until a few days ago.
I have manged to delete the account from the phone from other web sites giving advice and have tried to set it up again following the instruction given but i dont get the same options come up as they suggest to follow?
Example: I go into setup and there is nothing showing against Email Accounts, click on this and the phone says "Connecting to Email Settings" this goes on for a while then eventually i get "Your device had a problem connecting to the server". Most sites say i should get options here to set the private email address up again? Someone else has suggested returning the evice back to factory settings and starting again, but wont i loose all my info on the phone, ie contacts/photos etc
I have also tried my Blackberry ID but the email address is still there and doesnt seem to give the option to delete and start again. I really need help as in the process of buying a house and need emails to come through instantly so i can reply and arrange things. Anyone out there can help or advise would be much appreciated or i will have to look for a new phone to solve the problem but dont really want to at this stage.
Many thanks, steve.

Answer 1

Hi and Welcome to the Community!
With a strong carrier network signal (e.g., not merely WiFi), I suggest the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):
1) Register HRT
KB00510 How to register a BlackBerry smartphone with the wireless network
Please wait for one "registration" message to arrive to your Messages app
2) Delete and Resend Service Books
KB05000Delete the service book for the BlackBerry Internet Service email account from the BlackBerry smartphone
If you have no CMIME entry, then skip the deletion
KB02830 Send the service books for the BlackBerry Internet Service
Please wait for "Activation" Messages, one per already configured email account, to arrive in your Messages. If you have no already configured email accounts, please wait 1 hour.
3) Reboot
With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes.
See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.
Now see if you can setup your email accounts, via the on-device wizard, via your BB browser to www.blackberry.com/integrate, via PC browser to your carriers BIS site (if they have one...you have to ask them), as well as by ringing up your carrier for formal support.
To (hopefully...hard to find them amidst your post) answer your questions...
csteve wrote:
I have manged to delete the account from the phone from other web sites giving advice and have tried to set it up again following the instruction given but i dont get the same options come up as they suggest to follow?
Not knowing what other advice you found, it's rather difficult to answer that...
csteve wrote:
Example: I go into setup and there is nothing showing against Email Accounts, click on this
I'm sorry, I don't understand...if there is nothing showing, what then is there to click on?
csteve wrote:
phone says "Connecting to Email Settings" this goes on for a while then eventually i get "Your device had a problem connecting to the server".
Hopefully the steps above will cure that.
csteve wrote:
Most sites say i should get options here to set the private email address up again?
"here"...where is here? I can't follow what you are saying. Step by step what you do, and exactly what happens is important to helping us to understand your situation.
csteve wrote:
Someone else has suggested returning the evice back to factory settings and starting again, but wont i loose all my info on the phone, ie contacts/photos etc
Yes...any WIPE action (ResetToFactory is but one method of doing a WIPE) indeed loses all user data. But that, of course, it exactly the point of backups, which I'm sure you perform regularly, and should do in advance of anything major (as you are doing now). A device WIPE may well be needed...but we can't tell yet from what you've revealed if it is or is not advised for you.
csteve wrote:
I have also tried my Blackberry ID but the email address is still there and doesnt seem to give the option to delete and start again.
What? Can you describe that a bit more clearly please? I really don't understand at all what you are saying there. Again, step-by-step will help us to understand. We can't see you and don't know what you've done or what you are seeing.
csteve wrote:
Anyone out there can help or advise would be much appreciated or i will have to look for a new phone to solve the problem but dont really want to at this stage.
First post with a problem and you are thinking about giving up? Hmmm...please try what has been recommended here and see what happens. Please describe properly so that we can understand your words. I realize that you are under stress right now, but it won't help you if we can't understand you.
Thanks and good luck!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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