Hi Sandy, 

I moved your post into our Blackberry board, as you can see. I'm sorry you're having data issues with your Blackberry. It sounds like you've done a lot of legwork on this already. 

I'm not sure what we can do but I'd like to see what options we have for you. Will you please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

That you even responded is kind... thank you.  I have done a ton of work on this - the problem is there is no solution.  2G was all we had and it was slow, but at least I had data.  That setting is now gone due to the update leaving the phone useless during the day. Since we are Blackberry Exchange Server the Blackberry has to "register" onto the cellular network for data services, since it can't do that, WiFi does not work.  The iPhone 4S doesn't work here either (It is also 3G plus) so it is not device specific.  Although other devices don't have that Blackberry registration issue so at least they can run WiFi.

Here is what is happening... when there is a signal present for 3G plus the device will try to connect, it will just keep trying because the signal is there and  running. It does not have the sophistication to understand the 3G plus signal is overcrowded and then "lower" and connect to 3G (that is what should happen) it just keeps trying and hangs and eventually throws out an error message.  Only physically switching the Blackberry to 2G during the day enabled us to have data - and this has been going on since I bought the phone in September of 2011.  As time passed, the problem got much, much worse due to more people upgrading and using 3G plus capable devices.

I know in this home we can successfully run 2G, 3G and 4G LTE - the only signal we can't run is 3G Plus.

I don't want to go back to a smaller screen Curve with the hassle of a different SIM (The 3G Plus requires a upgraded SIM) in order to reach the older 3G network that does run here. I don't want to try and take off the update, as going forward is much easier than rolling back and I don't want a bunch of work only to find out we didn't get that 2G setting back.  I don't want a different phone, the Blackberry is the only device that has our Exchange accounts due to the security of the Blackberry Exchange Server.

What I want is out of this Blackberry as soon as the newer one becomes available - which from news appears to be the end of January 2013.  From what I have been told by AT&T reps - we are up for upgrade April of 2013, which puts us only 2 months early...

I need a manager to do that and as I mentioned, I have never been allowed to speak to one and one has never called me back even though they were scheduled to.  

Before I fill out that link you provided - who is that link for? If it is just AT&T Customer Care and not a manager I am wasting their time and mine  - I have talked to them over and over. I thank you for providing the link, but I need to make sure that the person who does contact me has the ability to actually execute something... I have heard from too many AT&T reps that although kind, were completely unable to do anything. 

Thanks once again for responding

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TheSand wrote:

That you even responded is kind... thank you.  I have done a ton of work on this - the problem is there is no solution.  2G was all we had and it was slow, but at least I had data.  That setting is now gone due to the update leaving the phone useless during the day. Since we are Blackberry Exchange Server the Blackberry has to "register" onto the cellular network for data services, since it can't do that, WiFi does not work.  The iPhone 4S doesn't work here either (It is also 3G plus) so it is not device specific.  Although other devices don't have that Blackberry registration issue so at least they can run WiFi.

 

Here is what is happening... when there is a signal present for 3G plus the device will try to connect, it will just keep trying because the signal is there and  running. It does not have the sophistication to understand the 3G plus signal is overcrowded and then "lower" and connect to 3G (that is what should happen) it just keeps trying and hangs and eventually throws out an error message.  Only physically switching the Blackberry to 2G during the day enabled us to have data - and this has been going on since I bought the phone in September of 2011.  As time passed, the problem got much, much worse due to more people upgrading and using 3G plus capable devices.

 

I know in this home we can successfully run 2G, 3G and 4G LTE - the only signal we can't run is 3G Plus.

 

I don't want to go back to a smaller screen Curve with the hassle of a different SIM (The 3G Plus requires a upgraded SIM) in order to reach the older 3G network that does run here. I don't want to try and take off the update, as going forward is much easier than rolling back and I don't want a bunch of work only to find out we didn't get that 2G setting back.  I don't want a different phone, the Blackberry is the only device that has our Exchange accounts due to the security of the Blackberry Exchange Server.

 

What I want is out of this Blackberry as soon as the newer one becomes available - which from news appears to be the end of January 2013.  From what I have been told by AT&T reps - we are up for upgrade April of 2013, which puts us only 2 months early...

 

I need a manager to do that and as I mentioned, I have never been allowed to speak to one and one has never called me back even though they were scheduled to.  

 

Before I fill out that link you provided - who is that link for? If it is just AT&T Customer Care and not a manager I am wasting their time and mine  - I have talked to them over and over. I thank you for providing the link, but I need to make sure that the person who does contact me has the ability to actually execute something... I have heard from too many AT&T reps that although kind, were completely unable to do anything. 

 

Thanks once again for responding

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The link does go to customer service. However, they are a notch up from reps via the 800 number. The reps on the link can dig a little deeper and can do a little more.

Also, if you go to blackberryos.com, there are several moderators that are very good dealing with connection issues.

Copy and paste the best of your two posts here and also include what kind  of blackberry device you are dealing with.

While I'm not trying to steal you away from this great AT&T forum, 

I truely believe that this is the way to go to get your issue resolved.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
“Great minds discuss ideas. Average minds discuss events. Small minds discuss people.”
― Eleanor Roosevelt.
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Thanks ghostryder for clarifying who the reps are and that you think they can go a litter further in addressing my problem...

I am actually a member of serveral Blackberry communities including the one sponsored by RIM.  Unfortunatley nobody was able to help. Any device that runs 3G plus isn't going to work here during the day.   

Thanks for your response!

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TheSand wrote:

Thanks ghostryder for clarifying who the reps are and that you think they can go a litter further in addressing my problem...

 

I am actually a member of serveral Blackberry communities including the one sponsored by RIM.  Unfortunatley nobody was able to help. Any device that runs 3G plus isn't going to work here during the day.   

 

Thanks for your response!

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Right, and sometimes the RIM sponsored forum has trouble finding answers. Throwing this out in the mud, would it be possible to select 2G on your device while running during the day? I'm sure you've already thought about, but I had to ask.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
“Great minds discuss ideas. Average minds discuss events. Small minds discuss people.”
― Eleanor Roosevelt.
Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Since my post was long you probably just missed that... but yes, that is how I have been running - on 2G in the day... the lastest update from AT&T took away that setting.  I can try wiping both devices, but the updates write to the hardware and I am not guaranteed that setting will come back.  And even then, I am "fighting" for a 2G connection - I bought better than that, which is why I want out of this device as soon as Blackberry delivers something else. We have suffered this overcrowding for way too long... we both want a useable Blackberry as soon as possible.  At this point, there isn't an AT&T rep alive that wouldn't understand why.

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TheSand wrote:

Since my post was long you probably just missed that... but yes, that is how I have been running - on 2G in the day... the lastest update from AT&T took away that setting.  I can try wiping both devices, but the updates write to the hardware and I am not guaranteed that setting will come back.  And even then, I am "fighting" for a 2G connection - I bought better than that, which is why I want out of this device as soon as Blackberry delivers something else. We have suffered this overcrowding for way too long... we both want a useable Blackberry as soon as possible.  At this point, there isn't an AT&T rep alive that wouldn't understand why.

 

 

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I understand now. How much longerwill you have on your contract when the BB10s come out in about 3-4 weeks?

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
“Great minds discuss ideas. Average minds discuss events. Small minds discuss people.”
― Eleanor Roosevelt.
Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

We are both up for contract April 1, 2013 - which is reasonable I think as we would only be early by about 2 months or possible less depending on when BB10 shows.

Considering how long we have put up with this... that we pay for 2 Unlimited data Enterprise plans (not cheap those plans) that these BB's are our Exchange account (my Lumia 920 does not have that account due to security) I think it's reasonable to get us a working device as soon as possible.

Did you send a message to ATTCustomerCare?

I know you've been through a lot with this issue but I would really like to make sure we've explored every possible avenue

The reps I have dealt with are from AT&T’s Data Communications Department which is where you go with this type of problem.  I should say “eventually go” as you have to be transferred to them.  The reps I have talked to have not been incompetent  – but you can’t make something out of nothing which is where we are at.   

1.  Either wipe the BB Torch 9810 and try installing the older OS (prior to the AT&T update) to see if I can get the 2G setting back.

2.  Take out my old Curve that is OS 5 and runs 3G (not 3G plus.) That device has been wiped and is sitting in a box so you are looking at reactivated an older SIM and set up whereupon I lose a lot of compatibility with Apps I use now due to the OS being so much older.

3.  Or wait about a month and walk away from this problem by buying whatever device BB offers that bypasses 3G plus.

I prefer number 3 since I only have about a month – if BB takes longer, I will have to rethink that.

I gave AT&T 1 year and 4 months to get my device to run by fixing the network overcrowding issue – they never did (and trust me, they said they would, by September of 2012 at the latest.)  As soon as something arrives that can successfully connect to the tower I deserve the right to own it. I need a manager to allow that to happen. 

I thought the link you provided was for a manager, that was my mistake…  I will wait until the newer BB arrives and will call in and see what I can get done, see if after all this time, all this work (5 escalated Network Tickets), if I can finally get a manager and get this problem behind me.

I will post back what happens with this…

Thanks again for your response!

The ATTCustomerCare team that I asked you to contact is a specialized team that works here, on Twitter, and on Facebook. 

If you prefer not to contact them, I understand but the option is available should you need it. 

Thanks so much for the option! Any and all help is welcome here... I will wait until the new BB shows - then I will be calling, writing, banging on the door, etc. until I find an answer - and your link will definitely be in my arsenal.

Thanks so much!  

I understand. I hope you bang on our door first but definitely keep us updated!

Okay, it doesn't matter where I bang first... when the new BB shows I'll use the link you provided first 

And yes, I will post what happens...

AT&T Data Communications called me today as a follow up.  The last time I spoke with them was about a month ago and she said (her name is Beverly) she would follow up with me when she found out the arrival date for the BB10.  She called today to tell me it will be here on January 30.  I was thrilled somebody from AT&T actually followed up with me as so many, many times I was told someone would but nobody did. 

She is going to look into getting the paperwork, etc. ready so when January 30 comes we can both get the new device that will enable us to have a running BB during the day.

And this is just in time because during the day we are now getting a message that says "sos" in the upper right hand corner where the network status icon is... that message indicates you have lost all network connectivity.  So now it is no longer just data - the entire phone goes down and you can't make calls, text messages, no email - nothing.  That has been going on now for about a week...

I will post what goes on with this... but we received an olive branch today - and for that I am truly grateful.

Thanks for the update, I hope it works out!