Blackberry users complain of fresh crash

 

BBC Radio 1 Newsbeat listeners described how the crash affected them

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Blackberry users have complained of a fresh crash hours after the company which makes the smartphones, RIM, said all services were "operating normally".

On Twitter angry users reported renewed issues with their handsets and an inability to send messages and email.

The initial blackout saw Blackberry services across Europe, the Middle East and Africa disrupted - but that has now spread to Latin America.

RIM said the problems were caused by core and back-up switch failures.

One tweeter summed up the mood of many: "Blackberry server down AGAIN?!!! you have got to be kidding me!!!!!"

'Data backlog'

Many called on the phone firm to "sort out" the problems and get the network running again.

RIM acknowledged it was still experiencing problems and apologised for the inconvenience.

"The messaging and browsing delays... in Europe, the Middle East, Africa, India, Brazil, Chile and Argentina were caused by a core switch failure within RIM's infrastructure," a company statement said.

"Although the system is designed to failover to a back-up switch, the failover did not function as previously tested.

"As a result, a large backlog of data was generated and we are now working to clear that backlog and restore normal service as quickly as possible."

The crash comes only a few hours after RIM had issued a statement which said all services were now "operating normally".

That blackout left millions of users without email, web browsing and Blackberry Messaging (BBM) services following the crash around 11:00 BST on 10 October.

The cause is believed to be due to server problems at RIM's Slough data centre.

Blackberry users around the world began reporting problems with their handsets mid-morning on 10 October and at 14:42 BST, Blackberry UK sent out a tweet which said: "Some users in EMEA are experiencing issues."

Start Quote

The whole incident turned into a business school case study of how not to communicate with your customers - Blackberry simply failed to get its message out”

End Quote

The "issues" left many Blackberry owners only able to text and make calls.

'Harsh criticism'

Many corporate customers said they had not lost service, suggesting that the problem was with Blackberry's BIS consumer systems, rather than its BES enterprise systems.

"Blackberry runs two infrastructures," explained Simon Butler, a Microsoft Exchange consultant at Sembee.

"The understanding I have is that the BIS service has crashed.

"The business side runs on a different set of servers, although enterprise Blackberrys can still use messenger and the consumer services, so they are also affected," said Mr Butler.

Such a major failure will still come as unwelcome news to Blackberry's owner RIM, which has been losing market share to smartphone rivals - in particular Apple's iPhone.

Many corporate clients have switched to the device after Apple made a concerted effort to improve its support for secure business email systems.

Malik Saadi, principal analyst at Informa Telecoms & Media, said RIM would have to resolve the problem quickly.

"The current situation with the Blackberry outages couldn't come at a worse time for RIM, following some harsh criticism in recent months," he said.

Such crashes may lead RIM and others to "re-evaluate their reliance on centralised servers and instead look to investing in more corporately controlled servers", he added.

But he thinks customers will stick with the firm despite current frustrations.

"It will take more than just a couple of collapses to persuade loyal consumers of Blackberry services to look for alternatives," he said.

Many of those complaining about the crash said on Twitter that they could not live without access to BBM.

 

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  • rate this
    +1

    Comment number 532.

    Am I the only person that bought their BlackBerry primarily as a phone (that works better as a phone than Apple's offering)? Sure the twiddly bits are great to have, but I can get by with texting and sitting at a laptop for a day!

  • rate this
    +1

    Comment number 531.

    Get over it, its only a phone!! You can still use a PC can't you?

  • rate this
    0

    Comment number 530.

    Well that will teach you to buy tech named after a fruit.... and the other fruit too.

  • rate this
    0

    Comment number 529.

    So my Blackberry has gone Pear-shaped? Whatever next? Orange to merge with Apple and turn us all Bananas? Time for me to blow a Raspberry at the whole bunch of fruitcakes and pop to Pineapple studios - I hear the latest thing is dancing to the Cranberries. you never know, I might pick up a hot Date! Good job I'm not a Kiwi - this'll be driving 'em nuts down under!

  • rate this
    -2

    Comment number 528.

    Is there actually any news on when the service is going to be working again? It's over 24 hours now. I had a few e-mails come through this morning (which were actually from yesterday), but nothing since again. Am finding it amusing that people think that BB users don't communicate on normal levels! It's a business aid for me - I need it so that I can make a living!

  • rate this
    -2

    Comment number 527.

    You can tell all too clearly which of the commenters have put down their Blackberrys for the first time in years, and decided to bash their keyboard here in a similar manor.

    They are the ones spelling it "Blackberry's" with an apostrophe.

    Simply astounding...

  • rate this
    -1

    Comment number 526.

    It was Steve Jobs!

  • rate this
    +3

    Comment number 525.

    For goodness sake its a mobile phone ! Listeners on the video make it sound like the end of the world Get a grip !

  • rate this
    -2

    Comment number 524.

    Why is it Blackberry vs iPhone in these comments? I for one am very happy with Android. Also, have laptops and regular computers suddenly gone out of fashion? With a starbucks on every corner there's always internet.

  • rate this
    +2

    Comment number 523.

    Goodbye, "Blackberry Way"!

  • rate this
    0

    Comment number 522.

    The comments people are making about people now communicating "face to face" are completely irrelevant. I have only recently purchased a BlackBerry and as a customer I expect to receive what I am paying for, and if I don't, then something must be done about it other than RIM leaving BlackBerry customers completely in the dark. Not impressed.

  • rate this
    +1

    Comment number 521.

    This issue is serious. Not funny at all, as so many idiots have implied.

    It's a wake up call for all who rely on online banking - in fact anything online - via your 'phone or laptop. Stop and imagine what your back up plan will be if your gadget containing your info' is stolen? It's even worse than a burglar, if that's possible. Our son had his coat stolen along with his good credit history.

  • rate this
    +2

    Comment number 520.

    Fact 1: Blackberry is a pain in the backside of 'establishments' that wish to scan internet correspondence.
    Fact 2: Blackberry does not appear to have set up alternative routings to alleviate a crash in an area of their network.
    So, a nice toy if you think the brand ‘Blackberry’ will impress.
    Have you intelligence? Walk away!

  • rate this
    +3

    Comment number 519.

    All we need now is for Apple to go down aswel and we get the dream headline!
    "Apple and Blackberry Crumble"

  • rate this
    0

    Comment number 518.

    Having escaped all of the problems until this evening, my Blackberry has crashed. Bother, I'll have to talk to my colleagues in that old fashioned way!

  • rate this
    +1

    Comment number 517.

    370. Sydney Lotterby

    "I've got a couple of tin cans & a long piece of string for sale
    guess what fruit was originally in the tins"

    In the spirit of "who cares about this?" my guess is Simonberry and Simon Cowell.

    Huzzah! for pointless opinions by idiots being broadcast worldwide for no reason than self-gratification. I love forums. Keeps tw*ts off the streets.

  • rate this
    0

    Comment number 516.

    Have to say my iPhone is working just fine!

  • rate this
    0

    Comment number 515.

    The BlackBerry service is down? Aaaah! Peace at last!

  • rate this
    +3

    Comment number 514.

    It must be terrifying to live your life relying entirely on digital technology - and suddenly discover there are no alternatives you should have kept?

    It's like being mugged, or your coat stolen from the back of your chair in a pub or restaurant with your 'life' stored in a lump of plastic? Stop being so dependent on technology - that's how criminals steal from you and destroy your credit history

  • rate this
    -1

    Comment number 513.

    lol this is actually really quite funny, "That blackout left millions of users without email, web browsing and Blackberry Messaging (BBM)..." yeah i understand people use these devices for work but at the end of the day if you can afford a blackberry mobile phone, then i am pretty sure you can afford REAL internet at home or/or use internet cafes etc...

 

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