BlackBerry Users Complain Of Email Delays, RIM Says It is Not An Outage

by Gaurav Kheterpal on November 10, 2011

RIM suffered a major embarrassment last month when a series of failures in its private network disrupted BlackBerry service to millions of customers across four continents. Though RIM acknowledged the problem, claimed to fix it and announced that things were under control, the problem got worse the very next day.

The Waterloo giant subsequently went into damage control mode, offering free apps and one month of free technical support as a token of apology. The company’s misery worsened as it was slapped with two class action lawsuits from BlackBerry users both in the United States and Canada.

Surely, the last thing RIM needs now is a deja-vu of the last month’s drama. The company says it’s now investigating fresh reports of Blackberry users still experiencing email delays. Though the scale of the problem isn’t publicly known as yet, RIM says there’s no system-wide outage and the problem is restricted to some users in EMEIA (Europe, Middle East, India, and Africa).

Even as I write this, there are reports trickling in that ‘BlackBerry services are working normally again‘. But then, RIM said so last time as well – right?

A number of BlackBerry users yesterday complained about slow responses, particularly on BlackBerry Messenger (BBM). Several others complained that they were unable to send/ receive email on their BlackBerry devices.

For a start, the company’s PR regime has done a better job this time around. It was quick to acknowledge the issue, clearly communicate the extent and cause of the issue and assure customers that it continues to monitor the situation. Based on its probe, RIM claims any interruptions that BlackBerry users experienced were due to a wider internet problem unrelated to their infrastructure.

On Tuesday, Juniper Networks acknowledged that a router update could be to blame for the problems experienced by internet users in North America and parts of the UK and Europe, but it did not comment on whether this is specifically related to the BlackBerry email delays and poor BBM response time.

Even as RIM was working on squashing reports of these new delays, comes another bad news that Google will discontinue the Gmail application for BlackBerry, in an attempt to disassociate itself from the dwindling fortunes of the Waterloo giant. To put things in perspective, RIM’s stocks have dipped by two-thirds of its value so far this year, and on Wednesday reached rock bottom since August 2004.

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Written by: Gaurav Kheterpal. www.digitcom.ca. Follow TheTelecomBlog.comby:RSS,TwitterFacebook, or YouTube.

{ 1 comment… read it below or add one }

Jim Jasie November 10, 2011 at 2:03 pm

Well, it certainly looks like an outage from where I’m sitting (NH USA).

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