I had to post something about this because I have had a field day with T-mobile’s tech support regarding my blackberry. First, I was lured in by the great priced plans that T-mobile has. And just to give some perspective… I’m paying half of what ATT charged me per month, I qualified for 0% interest financing on 2 new blackberries, and get this…. I don’t have a contract. I’ve got the unlimited blackberry data plan and I’m loving it.
Now for the ugly part. T-mobile’s customer support rocks, but their reps are very hit or miss. When I signed up, I made it clear I needed corporate email. The sales person set up BIS instead of BES on my line. Fine… no problem…. after fighting with enterprise activation for a day, I finally called T-mobile and asked if the issue was that my account wasn’t provisioned. Sure enough – that was the case. The rep told me that it would take up to 48 hours for my account to be provisioned. Please note that my activation took just a day later- so I was happy. Since Peter and I were taking a trip to Cancun, I wanted to make sure that I could have my email while roaming. I called them up and set up the $19.99 a month addition to let you get your data internationally.
I get to Cancun and I have ZERO connectivity. After furiously trying to switch networks, I got on the T-mobile chat to talk to a rep. Lo and behold she mentions that … yes you have data, but your line hasn’t been provisioned to roam internationally. Imagine that! Anyway, long story short… she went ahead and provisioned my account to get international data. So problem solved right? NOPE – this created a new problem. Now I couldn’t surf the web, my blackberry app world didn’t work, and my facebook App wasn’t working either!
So here I am back in the US, on chat AGAIN with T-mobile. After the rep takes me through a sequence of steps (rebooting my phone, taking out sim cards, taking out batteries), he finally gets it all working. He also lets me know that whenever I travel internationally this problem is possible .
Just FYI – here’s the fix :
1 – Take your battery + sim card out
2 – Give your IMIE and Pin to the tech support
3 – They will push down updates and new service books
4 – Power your phone back up and pray
5 – Repeat if it doesn’t take the first time.
Needless to say they got it fixed, and their tech support is great. But frankly speaking, my new blackberry has been anything but plug and play ! T-mobile really needs to work on the default settings for accounts, because it’s just not practical to have to keep going back to tech support because features keep randomly turning off.