Blackberry Q5 Email Problem

mrsvanderkamp_2

Hi,

I have tried very unsuccessfully on 3 occasions to get some sense out of O2 Live Chat so thought I'd try some of you helpful people instead

Basically I can't seem to get my email account added, as it keeps saying the password is wrong which I don't think it is as I am sure it is the same as my BB ID (this is my second BB)

Anway on speaking to LiveChat on Weds they told me I had the "smartphone" data package and this was wrong as I would need BB data package to connect to email, so they changed it and I had to wait 24 hrs for it to updateafter which.. email still not working. Got back to them to be told "you need smartphone data package, BB Q5 doesn't work with BB data package"!? Ok.. so they swapped it back again, waited 24 hrs STILL not working. Went back to them this morning and was told, you guessed it, I need BB data package!! I'm losing the will to live here! I'll probably pop into a store to sort it but since I'm desk bound today so wondered if anyone could offer any assistance?

Thanks in advance

Cycrow

you do not need the BB package, they were correct the first time.

BB10 doesn't work the same way as older BB's
there is no longer any BIS to use, so the email works the same way as it does on any other smartphone and you will need to configure it as such

mrsvanderkamp_2

Cycrow wrote: »

you do not need the BB package, they were correct the first time.

BB10 doesn't work the same way as older BB's
there is no longer any BIS to use, so the email works the same way as it does on any other smartphone and you will need to configure it as such

Thanks for that. As I suspected the person I spoke to today who said "trust me" and who has now changed me back to BB clearly had no idea what they were talking about- seriously you'd think that staff would be trained in the basics as a bare minimum wouldn't you? So my account is now showing BB as "pending active" again and smartphone as "pending removal" - again! Guess it will be another 24-48 hrs for them to sort that out now.

This is a nightmare, think I will have to go into a shop as I don't know how to configure it either!

Cycrow

in theory, having BB services shouldn't effect your phone, but there have been many cases where it does, so its best to get it removed.

as for configuring your email, this would depend what email service you are using

mrsvanderkamp_2

Cycrow wrote: »

in theory, having BB services shouldn't effect your phone, but there have been many cases where it does, so its best to get it removed.

as for configuring your email, this would depend what email service you are using

Ok thanks. I use bt.internet.com? Don't tell me it probably doesn't like that one :-/

Cycrow

with ISP email, all you need is the login details for the email then you can setup the account on the phone.

ideally, set it up as an imap server with your login details. Some Isp's do prevent access to their smtp servers from outside thier own network which can cause a problem. But as BT allow their emails to be used when you no longer have bt internet, then i would assume theirs would be fine

mrsvanderkamp_2

Cycrow wrote: »

ideally, set it up as an imap server with your login details. Some Isp's do prevent access to their smtp servers from outside thier own network which can cause a problem. But as BT allow their emails to be used when you no longer have bt internet, then i would assume theirs would be fine

Thanks but you may as well be talking Chinese for all the sense that makes to me!

That said, do you mean the log in details (ie password) that I use when accessing the email on a pc? I was a bit confused as to whether it was asking me for that password or my blackberry ID password? I go to settings and then "add account" put in my email address then it asks me for the password at which point it fails to connect due to incorrect password and i'm pretty sure it can only be one of 2 passwords (the bt.com one or the BBID one), which made me wonder if there was some other issue.

Thanks again for your help

Cycrow

Its asking for your BT internet password.

basically it'll try and login to the account to get all the details required.

however, if your username doesn't match the email account, then the password will fail, and you will need to manually setup the username

for example, say you have an email address of blah@btinternet.com

then it will attempt to use blah, and blah@btinternet.com as the username.
if when you login on your pc you use something else as the username, then it might not detect and would need to be entered manually

mrsvanderkamp_2

Cycrow wrote: »

Its asking for your BT internet password.

basically it'll try and login to the account to get all the details required.

however, if your username doesn't match the email account, then the password will fail, and you will need to manually setup the username

for example, say you have an email address of [EMAIL="blah@btinternet.com"]blah@btinternet.com[/EMAIL]

then it will attempt to use blah, and [EMAIL="blah@btinternet.com"]blah@btinternet.com[/EMAIL] as the username.
if when you login on your pc you use something else as the username, then it might not detect and would need to be entered manually

Oh ok, I am using the correct password then. I have just tried again and it says "unable to find connection information - please use advanced set up" - I have been sent an email with a "service book" that I think I may need to install but I've stumbled at the first hurdle as the first instruction is "press the blackberry logo key" I don't know what/where that is on this phone!

mrsvanderkamp_2

Cycrow wrote: »

then it will attempt to use blah, and [EMAIL="blah@btinternet.com"]blah@btinternet.com[/EMAIL] as the username.
if when you login on your pc you use something else as the username, then it might not detect and would need to be entered manually

Slightly confused by this bit - my email address is [EMAIL="xxxxx@btinternet.com"]xxxxx@btinternet.com[/EMAIL] and my password is XXXXXXXXXXXX
so that's what I entered when promted, and that's how I enter it when logging on to the pc.

Cycrow

mrsvanderkamp wrote: »

Oh ok, I am using the correct password then. I have just tried again and it says "unable to find connection information - please use advanced set up" - I have been sent an email with a "service book" that I think I may need to install but I've stumbled at the first hurdle as the first instruction is "press the blackberry logo key" I don't know what/where that is on this phone!

there isn't one for BB10, they dont work the same

it sounds like you need to manually configure the mail then.

goto add account, touch anywhere outside the input box to close the keyboard, then press the Advanced button at the button.
goto IMAP
Enter in a description and display name of your choosing.

Username: xxx@btinternet.com
Email Address: xxx@btinternet.com
Server Address: imap.mail.yahoo.com
Port: 993
Encyption: SSL

SMTP Username/password: same as above
SMTP Server address: smtp.mail.yahoo.com
Port: 465
Encyption: SSL