BlackBerry Internet Solution FAQs
Select one of the following questions to see the response.
Getting Started
Is your smartphone connected to the O2 network and ready to use?
You need to register your BlackBerry smartphone on the O2 network. Go to the Home Screen on your device and click the Manage Connections icon, then tick the Mobile Network box. You will then see the network coverage symbol in the top right of the screen. This is usually GPRS or EDGE and it should show in capital letters to indicate you have network coverage. If your device is not showing capital GPRS or EDGE you will need to contact O2 Customer Services to check your device has been provisioned for BlackBerry.
How do I set up my Internet e-mail account on my BlackBerry?
You can do this in two ways, either from the device set up wizard or online. The quickest and easiest way is via the device set up wizard.
Setting up a BlackBerry Internet Service account from the device
1. Click on the E-mail Settings icon 
2. Follow the onscreen instructions. Please note you may need to scroll down the page
3. Agree to the terms and conditions
4. You should now either:
a. Enter your existing Internet Service Provider email address and password
b. Click on Create A BlackBerry Email Address
5. Once the first email address has been entered or the BlackBerry email address has been created you can add additional email addresses by clicking on Add an Email Address and following step 4 again.
Setting up a BlackBerry Internet Service account Online
1. Log on to www.o2email.co.uk
2. Click on: Create New Account
3. Enter your IMEI and PIN number from the device. This can be found by going into the device's main menu and selecting Options. In here select Status. The PIN and IMEI is located at the bottom of this menu. The dots (.) do not have to be entered.
4. The PIN and IMEI number will then be verified
5. You will now need to accept the product and license agreements.
6. You will now proceed to enter your own required personal information to complete the registration process.
1. What is the first thing you see when you click on the E-mail Settings icon
2. Do you know your BlackBerry Internet Service account username and password?
3. Do you use an @o2email.co.uk address?
| What do you see when you click on the "Email Settings" icon on your new device? | Do you know your BlackBerry Internet Service account user name and password? | Do you use an @o2email.co.uk address? | You should: |
|---|---|---|---|
| A Screen that says "Your account is currently configured to use device with PIN xxxxxx Would you like to switch to the device with PIN xxxxxx YES / NO" | Doesn't matter | Doesn't matter | Click YES. Then on the next Screen Click OK. You will then be taken through your email accounts and you will need to confirm the password used to access each account |
| A screen inviting you to Create New Account or enter your User Name and Password (you may need to scroll down to see this) | Yes | Doesn't matter | 1. Scroll down the screen and enter your BlackBerry Internet Service User Name and Password 2. Click Login 3. Click Yes when the device asks you if you wish to transfer their account to your new device |
| No | Doesn't matter | Contact your Service Provider explaining you have forgotten your BlackBerry Internet Service User Name and want to change devices | |
| A screen asking you to agree Terms and Conditions | No | Yes but I have forgotten my User name | Contact your Service Provider explaining that you have forgotten your BlackBerry Internet Service User Name and want to change devices |
| Yes | Yes and I know my user name and password | 1. Visit www.o2email.co.uk either from your device browser or Online. 2. Enter your User Name and Password 3. Click on Change Device 4. Enter your new device PIN and IMEI (these can be obtained from the BlackBerry Device. Go to Home screen - Options - Status) |
|
| Doesn't matter | No | Click E-mail Settings on the device and follow the instructions in FAQ: How do I set up my internet based e-mail on my BlackBerry? to re-enter details of e-mail addresses |
How do I add, change or delete my own email accounts?
You can do this in two ways, either from the device set up wizard or online. The quickest and easiest way is via the device set up wizard.
Add change, or delete your email account from the device
1. Click on the E-mail Settings icon
2. You may need to scroll down and enter your BlackBerry User Name and Password
3. Click on Email Accounts hyperlink
4. You should now click on:
a. Edit to change the email account settings
b. Delete to delete the email account
c. Add An Email Account to add another email account
Add change, or delete your email account Online
Log on to www.o2email.co.uk and enter your username and password.
Under the Services heading select Email Accounts. From here you will have the ability to add, change or delete your personal email accounts.
If you are an Apple Macintosh user, you can view your BlackBerry account on line in this way but you may have trouble using some of the features of the website as the Apple Macintosh platform is not supported. It is therefore recommended that Apple Macintosh users manage their BlackBerry Account through the BlackBerry Handheld device.
Can I access my Microsoft Exchange email account via the BlackBerry Internet Service from O2?
Yes, you can do this using Outlook (Microsoft Exchange).
Setting up the BlackBerry Internet Service using Outlook (Microsoft Exchange) requires additional information on your email accounts. To provide this information you should:
1. Login to the BlackBerry Internet Service web site at www.o2email.co.uk
2. Select Set Up Account
3. Enter your email address and password and click Next
You will be presented with a pop-up-box that says "we were unable to configure this account". Click OK.
You should then click on Accessing Outlook™ / Exchange.
Accessing Outlook™ / Exchange™
Accessing Outlook™ / Exchange™ account using a Web browser (Outlook™ Web Access).
1. What is the Outlook Web Access URL that you use to access your email account? e.g. http://exchange.domainname.com/exchange)
2. Confirm your email address
3. Email account name - This is your login name. (It is case sensitive)
4. User name
5. Verify password
6. Click Next.
You will now be able to send and receive your email via your BlackBerry Internet Service.
What is the BlackBerry Desktop Manager?
Desktop Manager is software which is supplied on a disc with your BlackBerry smartphone. It enables you to synchronise data between your computer and your BlackBerry handheld.
With Desktop Manager, you can synchronise your Contacts from Outlook Express on your computer with your BlackBerry Handheld. If you have the upgraded version of Outlook Express, (only available as part of the Microsoft Office suite of applications) you can also synchronise your calendar as well.
However, you will not be able to synchronise any messages in Microsoft Outlook Express or Outlook with your BlackBerry Handheld device.
You can also use Desktop Manager to transfer files such as music, photos and video between your BlackBerry device and your PC.
BlackBerry Desktop Manager is also needed when upgrading the device to the latest version of handheld code.
BlackBerry Desktop Manager is available as a free download from
Installing BlackBerry Desktop Manager
When installing Desktop Manager, you will be asked if you use BlackBerry Enterprise Service or BlackBerry Internet Service. Choosing BlackBerry Internet Service is crucial in order for the device to send and receive emails.
If the incorrect option is chosen, then the Blackberry Desktop Manager will need to be reinstalled. O2 Customer Technical Support can advise further in such instances.
How do I import my Contacts from my email accounts to my BlackBerry Handheld Address Book.
You can import Contacts from your email accounts to your BlackBerry Address Book if you have Microsoft Outlook® 2000 or later. In addition, your Internet Service Provider (ISP) needs to provide synchronisation software or the ability to create export files. Contact your service provider to find out which option(s) are available.
To export Contacts from your ISP email account to your BlackBerry device:
1. Log into your ISP email account
2. Create an Export .CSV file (for Outlook) of your Contacts.
3. Save this .CSV file to your desktop.
Next you will need to Import this .CSV file into your Contacts folder in Outlook.
4. On the File menu, click Import and Export.
5. Select Import from another programme or file
6. Select Comma Separated Value (Windows)
7. Browse to the .CSV file you created from your ISP contacts.
8. Select Contacts as your destination folder
9. Click Finish and this will import the contacts on your .CSV file into your Contacts Folder.
These contacts will now appear in your BlackBerry handheld Address Book.
How do I import my Calendar events from Internet Service Provider accounts to my BlackBerry device?
You can import your calendar events from your Internet Service Provider accounts to your BlackBerry handheld Calendar if you have Microsoft Outlook® 2000 or later.
Some Internet Service Providers provide the ability to create export iCalendar or vCalendar (.vcs) files or synchronisation software.
Contact your service provider to find out which option(s) are available.
POP3 and IMAP4 are "protocols" or methods commonly used for accessing your Internet email account without logging on to it from a PC. Internet email providers such as Yahoo! and BT Broadband support POP3 and/or IMAP4 and it is the mechanism used by BlackBerry Internet Service from O2 to enable "push" email to BlackBerry handsets.
BlackBerry Internet Service Username and Password
I have forgotten my BlackBerry Internet Service username what should I do?
If you have forgotten your User Name you should first double check that you have a BlackBerry user name set up. To do this click on the E-mail Settings icon on your device
After doing this you will see one of two screens:
1. If you see the screen prompting you to enter a User Name and Password you will need to contact your Service Provider for further assistance, they will be able to look up your account and inform you of your username.
2. If you see the screen starting with the words Services followed by a hyperlink for Email Accounts then you do not have a username and password.
I have forgotten my BlackBerry Internet Service password what should I do?
If you know your BlackBerry User Name but have forgotten your password, you should go to the E-mail Settings icon on your device or browse to
www.o2email.co.uk. Enter your User name and click on Forgot Password? Your password will be sent to your BlackBerry smartphone.
PLEASE NOTE the password is sent to the smartphone that is currently associated with the account. If you no longer have this device please contact your Service Provider for further help.
How do I change the login password for my BlackBerry Internet account?
1. Login to the BlackBerry Internet Service web site at www.o2email.co.uk and click Password under the Settings menu
2. Change your password
3. Click Save
Using the device Features
How do I synchronise my address book, tasks, memos and calendar with my Microsoft Outlook account?
Your BlackBerry Internet Service enables you to synchronise your BlackBerry address book, tasks, memos and calendar with Microsoft Outlook 2000 or later. To allow you to do this you will need to install the BlackBerry Desktop Manager that came on a CD with your BlackBerry device.
To load Desktop Manager you should run the BlackBerry Desktop Manager CD and an Install Wizard will then take you through the installation process. Please ensure that during the install process you choose the option to load the BlackBerry Internet Service Desktop Manager and not the option for BlackBerry Enterprise Server or BlackBerry Desktop Redirector.
To find more information about the features of BlackBerry Desktop Software, click Help then Desktop Help Contents from within the desktop software.
You can then synchronise personal information management (PIM) items such as tasks, memos, contacts and calendar entries so the entries on your device and in your Microsoft Outlook are identical. To do this:
1. Connect your device to your computer using the USB cable provided with your handset
2. Open the Desktop Manager.
3. Double-click the Intellisync icon.
4. In the Synchronise now section, select the Synchronisation PIM check box.
5. Click Synchronise now.
How do I change my Reply To address?
If you set a Reply To email address, replies to email messages are sent to a different email address than the one you used to send the message. For example, if you send a message from userID@o2email.co.uk you can set the reply to go to mfox@mycompany.com.
To set a Reply To email address for your email accounts:
Note: Different instructions apply for a BlackBerry email address (UserID@o2email.co.uk) - see second set of instructions below.
1. Login to the BlackBerry Internet Service web site at www.o2email.co.uk and click Edit on the email address you want to change
2. In the Email field type the email address you wish replies to go to
3. Click Save
To set a Reply To address for your BlackBerry email address (UserID@o2email.co.uk):
1. Login to the BlackBerry Internet Service web site at www.o2email.co.uk and click Edit on your BlackBerry email address
2. In the Reply To field type the email address you wish replies to go to
3. Click Save
How do I set up an Automatic Signature?
You can set an Automatic Signature for all the email addresses you have set up with your BlackBerry Internet Service. Your Automatic Signature appears at the end of email messages that you send from your BlackBerry device.
1. Login to the BlackBerry Internet Service web site at www.o2email.co.uk and click Edit on the email address for which you want to set an Auto Signature
2. In the Signature field type your signature
3. Click Save
How do I create Groups (distribution lists)?
To help you manage the distribution of emails to your colleagues and friends you can create groups of users from your BlackBerry Address Book.
1. Select the Address Book option on your BlackBerry device
2. Click the track wheel and select New Group
3. Type in a name for your group
4. Click the track wheel and select Add Member
5. Select a contact, click the track wheel and select Continue
6. Repeat this process until you have added all group members
7. Click the track wheel and select Save Group
The group will now be saved in your Address Book.
How do I filter out unwanted email messages?
You can create filters to specify which incoming email messages are forwarded from your email account(s) to your BlackBerry device.
Filters are applied to incoming messages in the order in which they appear in your filters list.
Note: If you have added more than one email account, email filters that you create for one email address are not applied to another email address.
1. Login to the BlackBerry Internet Service web site at www.o2email.co.uk Click Filter on the email address you want to change
2. Choose the option to Add or Edit filters
3. In the filter name field type a Filter Name
4. Specify the rules for this filter, providing the origin domains of email that you do not want to receive on your handheld.
5. Select the following options:
- Forward messages to handheld
- Header only
- Level 1 notification
- Do not forward messages to handheld
6. Click Add Filter
Can I add the contacts saved on my SIM card to my BlackBerry Address Book?
Yes you can add your SIM contacts to your BlackBerry Address Book.
1. In the BlackBerry Address Book click the trackwheel/trackball
2. Click on SIM Card Phone Book
3. Click on the trackwheel/trackball
4. Click Copy All to the Address Book
Problem Solving - Help
I'm not receiving my emails and I keep seeing messages from etp@etp.eu.BlackBerry.net in my inbox
During the installation of the Desktop Manager CD you have selected the BlackBerry Enterprise Server or BlackBerry Desktop Redirector option instead of the BlackBerry Internet Service option. You should un-install the BlackBerry software and re-install making sure you choose the option for the BlackBerry Internet Service. For further details on installing BlackBerry Desktop Manager please see the FAQ called How do I synchronise my address book, tasks, memos and calendar with my Microsoft Outlook account?
I sent a message and now it has an X icon where the tick usually appears. What should I do?
A problem has prevented the message from sending properly. Open the message with the X beside it, and scroll up to the header of the message. The Message Status field will outline the problem.
If the problem is lack of network coverage, check the network status symbol in the top right hand corner of the device. This should show upper case GPRS or 3G if your device has 3G capability. If your device has EDGE capability, and you are abroad it may show upper case EDGE, available with some of O2's roaming partners. If you don't have network coverage and you are in an area that should have a wireless signal (e.g. you are not in a basement), reset the device by taking the battery out of the back and re-inserting it. An hour glass will appear as the device resets, the device will then try to re-register back to the network.
How do I get access to more help?
BlackBerry 8707g, 8700g, 7290, 7130g, 8800, BlackBerry Curve 8300, 8310 and BlackBerry Pearl 8100, 8120, have a Help section in each of the separate applications / icons. To find the help menu select the application/icon you want help on and click the trackwheel/trackball and the full menu list will contain a Help option.
What do I get charged for?
The BlackBerry Internet Solution Unlimited tariff is built to provide unlimited UK BlackBerry and O2 Active (WAP) data, and is more than sufficient for a high usage BlackBerry customer (excessive usage terms apply).
You may get additional data charges if you use non-BlackBerry data services. This could arise from:
· Using your BlackBerry handheld as a modem with a laptop. This kind of data usage is charged at £1.00/MB inc VAT.
· Accessing the Internet on non RIM manufactured handhelds such as the Xda Exec. These devices don't use the BlackBerry browser and web access is treated as Mobile Web data, charged at £1.00/MB inc VAT.
What do I pay for using O2 Active/WAP? How do I know which data service I am using?
On the BlackBerry Internet Solution from O2 Unlimited tariff UK usage of O2 Active/WAP is free. If you are accessing the Internet on non RIM manufactured handhelds such as the Xda Exec, these devices don't use the BlackBerry browser and web on O2 Active/WAP access is treated as Mobile Web data, charged at £1.00/MB inc VAT.
Emails with attachments are identified and the size of the attachment is shown. The BlackBerry service compresses attachments and allows you to choose how much of the attachment you want to look at, so the amount of data you use is less than the weight of the attachment shown.
Two of our BlackBerry tariffs provide unlimited BlackBerry data (BlackBerry Enterprise Solution and BlackBerry Internet Solution Unlimited*) and therefore there is no cost implication if you download attachments. On BlackBerry Internet Solution PAYU, attachment opening is chargeable at £2.30/MB exc VAT / £2.70 inc VAT. * Fair usage applies - 75MB/month.
The BlackBerry service compresses attachments and allows you to choose how much of the attachment you want to look at, so the amount of data you use is less than the weight of the attachment shown.
The BlackBerry monthly roaming tariff is charged for a 3 month minimum and you can disconnect from it after completing the Minimum Period. If you take out the monthly roaming tariff at the start of a new contract, you may need to keep it for the length of the contract on your SIM. If you are using WAP and Mobile Web while roaming this is not included and standard charges apply.
When I go abroad with my BlackBerry, what services do I get charged for?
If you travel overseas and make or receive voice calls you will be charged at the prevailing roaming rate for your voice tariff. Roaming charges also apply for email, browsing and data services. To make sure you get your emails quickly, your BlackBerry device is always in contact with the data network when it is switched on and enabled. This uses about 10KB a day. When you are roaming you are charged for this even if you do not send or receive any emails or browse the Internet on your BlackBerry. The cost depends on your BlackBerry roaming tariff.
If you don't want to get any data roaming charges, on the latest BlackBerry devices go to: Main Menu > Manage Connections> Mobile Network Options> and set Data Services to Off When Roaming. This feature is available on the Curve, 8800 and the Pearl. On the Pearl you need to be running the latest handheld software - version 4.2.1. Alternatively you need to contact O2 Care and get data services turned off on your SIM and then re-instated when you return from your trip abroad.
Security
How do I wipe a device of personal information?
Select Options, then Security Options, select General Settings, click the trackball/trackwheel to view menu and then see option Wipe Handheld. This will wipe all data stored on the handheld and re-set the device to factory settings.
NB On some devices the path will be Options / Advanced Options and then Security
How do I enable a password on my handheld?
One security feature of the BlackBerry handheld is the password option. If your handheld has a password enabled, the data on your handheld cannot be accessed until the correct password is typed. To enable the password option, perform the following steps:
From the Home Screen, select Options, select Security, select General Settings. Click the trackwheel/trackball to see menu press the Space key to enable the password. A dialogue box appears, prompting you to enter a minimum 4 character password. Press Enter when you are finished. You will have to enter your password again to verify it.
If you are using the Blackberry Enterprise Solution™ from O2, you may not have access to this option if your IT administrator has disabled it.
