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Joseph Newman
Joseph Newman, Expert
Category: Mobile Phones
Satisfied Customers: 5632
Experience:  Lead Technician at Maryville City Schools
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For 2 days now my Blackberry Bold phone has not been

Customer Question

For 2 days now my Blackberry Bold phone has not been receiving e mails. I had this same problem once before and you solved it for me. Plwase work your magic again. Susan Groves
Submitted: 11 days ago.
Category: Mobile Phones
Expert:  Joseph Newman replied 11 days ago.

Hi, I am Joseph. Welcome to JustAnswer. I'm reviewing your question now and will post back with your reply soon.

If you have any more information about your question you would like me to know about then please go ahead and send me another message. If I have all the details about the question, then I can give a more precise accurate answer.

Expert:  Joseph Newman replied 11 days ago.

Usually this happens because either the mail app has the wrong password ***** it needs to be resynced to the right one. Please open up a browser on a computer or a phone and try and log into your email account.

Customer: replied 11 days ago.
my plan is simcard only with o2. i had a message a few days ago to say i was now on a new tariff, but nothing about not getting e mails .
Customer: replied 11 days ago.
i am on my laptop now.
Expert:  Joseph Newman replied 11 days ago.

Good, now open up a browser and try and log into your email.

Customer: replied 11 days ago.
lets try this way first. i had the same problem a while ago and your expert solved it. my phone is blkberry bold 9700
Expert:  Joseph Newman replied 11 days ago.

Yes, but now you are needing to access your email on the device. I need to make sure we have the right password ***** you logging in on the computer to it.

Customer: replied 11 days ago.
i am always logged in. how would i log in again?
Expert:  Joseph Newman replied 11 days ago.

Choose a different browser or log out and make yourself type in the password ***** make sure the password ***** *****

Customer: replied 11 days ago.
how do i log out?
Expert:  Joseph Newman replied 11 days ago.

Usually at the top right of the page you click on your profile and scroll down to sign out.

Customer: replied 11 days ago.
ok i signed out, then in again
Expert:  Joseph Newman replied 11 days ago.

Good, now we confirmed that your password *****

Customer: replied 11 days ago.
cync is turned on i noticed, but still no e mails on phone.
Expert:  Joseph Newman replied 11 days ago.

On the phone, are you using the Blackberry mail app or Outlook?

Customer: replied 11 days ago.
i have clicked connections, it says mobile network 02-UK, wi fi BT-PAC67Local I dorset
Expert:  Joseph Newman replied 11 days ago.

Yes, but what app is it?

Customer: replied 11 days ago.
this phone does't use apps
Customer: replied 11 days ago.
it is 3g
Expert:  Joseph Newman replied 11 days ago.

If you can view email, then it is some sort of app. Please go to settings and remove the email account and then add it back. This should fix the issue.

Customer: replied 11 days ago.
i have the message "connecting to e mail settings"across the middle, with a square clock face and hand going round , now "your device had a problem connecting to the server"
Customer: replied 11 days ago.
i have clicked "retry"
Expert:  Joseph Newman replied 11 days ago.

Are you getting this message after you removed the account and in the process of adding it back?

Customer: replied 11 days ago.
no , i haven't seen the page to do that
Expert:  Joseph Newman replied 11 days ago.

You need to get into your phone settings.

Customer: replied 11 days ago.
under set up i clicked "e mail settings"
Customer: replied 11 days ago.
it could not connect
Expert:  Joseph Newman replied 11 days ago.

This is a list of steps you can take to help with this. https://kb.iu.edu/d/aona

Expert:  Joseph Newman replied 11 days ago.

Are you still with me?

Customer: replied 11 days ago.
my phone does not have all the details there but i followed the instructions as much as i could.
Expert:  Joseph Newman replied 11 days ago.

Ok, and did you restart it?

Customer: replied 11 days ago.
oh , by shuttng down and opening up again do you mean?
Expert:  Joseph Newman replied 11 days ago.

Yes, that is correct.

Customer: replied 11 days ago.
i'm doing that now
Expert:  Joseph Newman replied 11 days ago.

Thank you.

Customer: replied 11 days ago.
i would expect 2 days e mails to come thru. but nothing
Expert:  Joseph Newman replied 11 days ago.

Yes, I understand that.

Customer: replied 11 days ago.
i need to go now, i will ask again later. please text me the link you sent before with the list of steps.
Expert:  Joseph Newman replied 11 days ago.

Sure. Here it is again. https://kb.iu.edu/d/aona

Customer: replied 11 days ago.
thank you, ***** ***** to write it down
Expert:  Joseph Newman replied 11 days ago.

Thank you for reaching out and letting me help with your question. I wish you luck in your solution. Have a good day and stay safe!