FAQs – USPS Sprint BlackBerry Refresh:
Should assistance be needed please contact the helpdesk @ 800-USPSHELP for any questions and say ‘Blackberry’ on the IVR
DEVICES, PLANS, DEPLOYMENT
What are my new Sprint BlackBerry Device Options?
Two brand new, professional-grade BlackBerry models are being offered:
· Bold 9930 (Traditional form-factor, but now with both a Touch Screen and Qwerty)
· Torch 9850 (Full Touch Screen)
Will the devices come with a Micro-SD card?
The Torch 9850 comes with a 4GB Micro-SD the Bold 9930 does not, so please remove the Micro-SD card from old BlackBerry before turning it in. Please, remove your microsd card prior to turning your device in and put it in your new device (this will enable you to move photos from the old device to the new; once turned in there’s no way to retrieve your old device.
Are Cases included?
The Bold 9930 includes a case. The Torch 9850 does not, however if you have an old 8800 case it will fit. Many users may not want/need a case; however, if you want a case for the Torch, you may opt to purchase one in a Sprint Store using your USPS employee discount
Will texting be a part of the plan?
Texting is included for all BlackBerry users at no additional charge
Will tethering be part of the plan?
Tethering is included for all BlackBerry users at no additional charge
Do I need to request tethering in eAcess to get provisioned correctly?
No, everyone gets tethering as part of the Sprint data plan.
Request link (Tethering and VPN):
https://usps-ithelpdesk.custhelp.com/app/answers/detail/a_id/38377/related/1/kw/38039/r_id/107760
Setup Link:
https://usps-ithelpdesk.custhelp.com/app/answers/detail/a_id/38039/kw/38039/r_id/107760
For Tethering on the Blackberry Bold and Torch
Do I need to request basic Sprint Navigation in eAccess?
No Basic Sprint Navigation is provided at no additional charge and should appear on your device. If it is not there please call Sprint for further instruction.
The Sprint Plans chosen feature Sprint Navigation, a robust service that includes turn-by-turn directions. You may see trial notifications for "Premium Navigation" for an additional $4.99, and these are not approved, nor available/warranted.
I do not have base GPS on my device how can I get it?
Point your browser to ota.telenav.com/ota/sn and download
Will ‘free’ nights and weekends be part of the plan?
Yes, unlimited Nights @7PM and Unlimited Weekends Included
My battery has a minimal charge...should the device be charged prior to porting? No, there is no need to charge your battery prior to activating your new BlackBerry.
I let my device run the battery down to 0% and now it doesn’t turn on – what can I do? This is normal, the device needs to have a 10% charge before it will be turned on and start functioning
I plug my drained device in and leave it plugged in for over an hour and it still won’t turn on. There is a problem with some Blackberry Devices where they will not charge if fully drained of power. To resolve this you will need to take your battery and insert it into another Blackberry to charge until that device turns on. Then the original battery may be returned to your device; your device should then boot. Part of the complication for this is that sometimes you will not even be able to boot your device with another fully charged battery, only with your original battery. RIM is investigating the issue and we do not have a full solution at this time only this work around.
Can I request a new local number when I order my new Sprint BlackBerry? Port your existing BlackBerry number first; then request a change for a local number via the BlackBerry application in eAccess.
My BlackBerry Bold 9930 doesn’t automatically go the next unread message after I go to running tasks. This is a known issue when the BlackBerry Bold 9930 is placed in an OEM RIM holster without pressing the lock key. It will activate ALT+CAPS causing the OS to override the back button. This makes the back button the application switcher. To resolve the issue, press the CAPS (aA button) twice or until the aA appears and disappears on your screen. An alternate, faster, way to resolve is to press the lock button on the top of the device.
Is Hotspot capability part of the current BlackBerry plan/offering?
Those with a business need and that qualify will be eligible, as this feature is an add-on cost.
I noticed hotspot is enabled on my device
Yes hotspot in enabled and at this point there’s no additional charge for hotspot.
Is there anything I need to do when I get my device after I activate?
Yes, you need do to update the operating system (see attached KB article).
I just received my replacement device – how to I get it activated (already active on Sprint)?
Enter the request in eaccess to activate your new device (existing equipment).
What do I do with the device that was replaced ‘out of warranty’?
For non-warranty send units to USPS
4200 Wake Forest Rd.
Raleigh NC 27668-900
Attention : Bob Najman
Please send all accessories with the device
What do I do with the device that was replaced ‘in warranty’?
For warranty returns you will receive an rma kit from Sprint and you must send the old device back to Sprint with all accessories This is for units such as keys not working, not charging etc
I am an IT manager. Should I go into eAccess right away and request the SPRINT new device?
You can, however we prefer you to follow the same procedures that you’re PCES and your users will follow so you can answer questions.
What are the steps when I receive my new Sprint device - # is currently active on another carrier?
Do not plug in or put the battery in your new phone until after you have contacted Sprint to begin the activation. You may transfer your phone number to Sprint as soon as you have received your new device in a few simple steps using a toll-free number* and a self-serve option; otherwise your port is scheduled to be completed by the assigned date and time (see email with device selection for specific date.
The self-service option steps include the following (Hours of operation: Mon – Sat 7:00am – 12 midnight CST and 10:00am – 10:00pm CST – Thanksgiving Day (11/24) and Christmas Day (12/25) there will be limited staff – we do not recommend you transfer your # at this time):
1. Power off your old device.
2. Dial the self-serve toll free number – 866-437-1818; use a phone other than your BlackBerry
3. Enter the BlackBerry phone number to be transferred.
4. Enter passcode: 92150
5. Follow the Interactive Voice Response (IVR) prompts
6. After 15 minutes power on your new device.
You will be guided through the procedure by a set of Interactive Voice Response (IVR) prompts
When should the self-serve toll-free number be used?
*This self-serve toll-free number should ONLY be used to port (transfer) your phone number to Sprint
Once the port has been completed and your phone is powered on for the first time, it will go thru a hands-free activation. Once this is completed, the phone will restart on its own, and then will be ready for use.
We recommend you turn off the ‘prompting’ box for roaming at this time as well (the default is to prompt):
- On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
- Click Networks and Connections > Mobile Network.
o To remove the prompt when roaming, change the While Roaming field to On
- Press the key > Close.
(Note: Although there is no charge for roaming, shutting off this prompt will improve your user experience) – screen shot below:
We recommend you turn off location based services (LBS) at this time as well (the default is set to ‘on’ – this drains the battery).
To disable your BlackBerry device’s location feature:
1.Tap Options > Device > Location Settings.
2.Change the Location Services field to Location Off.
You can also enable or disable Location Aiding and Location Data from this menu.
3.Press > Save.
What happens if the hands-free activation does not go through?
If the hands-free activation fails, you will get an error to the effect of “activation needed” If this error should occur, please remove the battery from the affected device for a few minutes and then replace it and power the phone on again. The device will go thru the hands-free activation. If it fails a second time, or if the phone is still not working correctly when you attempt a phone call, please contact the Help Desk directly at 800-USPSHELP.
Once my phone number has been moved to Sprint based on the steps above, how do I obtain my BES password and perform my enterprise activation?
After your phone number has been moved to Sprint please select the link below to obtain your BES password and perform enterprise activation from your ACE workstation only
http://BBManager.usps.gov
What do I do if I receive an error (i.e.: webpage not found / cannot display webpage) while trying to obtain my BES password from the http://BBManager.usps.gov link?
Please call the USPS IT helpdesk - and provide your computer name so the desktop team can review and determine why you have not received the package.
The instructions for using the BBManager are located at:
https://usps-ithelpdesk.custhelp.com/app/answers/detail/a_id/393/kw/393/r_id/107760
Attached is a copy of the instructions:
Can local IT users set their users Blackberry passwords?
Yes, Local IT users can email Biallas, David J - Raleigh, NC for access.
Basic Instructions for setting the password for Specific users:
Log into:
https://BBadmin.usps.gov with your ACEID
In the upper right corner you can do a user search to look up the user. Use their Outlook Display name. Click the Magnifying Glass to search
Hopefully this should find the user you want exactly.
If not select the user from the list of found users.
Once the user has shown up on the right side.
Scroll down on the right side and click on Specify an Activation Password.
Enter the password twice (lower case ‘a’ is recommended) and how long before you want it to expire(48 hours is the default) and click Specify Activation Password.
This will set the password and allow you to get the user activated.
I am trying to back up my BlackBerry using web BBMANAGER – I received the message “internet Explorer has encountered a problem and needs to close. We are sorry for the inconvenience.” The software will not backup the device.
This is a known issue with the vendor Research in motion using IE7 and IE8. This problem will be resolved in the next BBMANAGER software release.
NOTE: The BBMANAGER software still can be used and will not prohibit self-service password resets for the BlackBerry and Enterprise Activations.
If I have an ACE 3.0 (Windows 7) workstation, will the BBManager setup work?
Please contact ITEA.
The pans application is displaying smaller than on the previous blackberry.
In the Browser
Click the menu button and select Options.
Change the default font size in pixels. It can be raised all the way to 50.
Please see the attached screenshot.
International Travelers:
What if I need international services?
Please place a request in e-Access
Can I use my SIM card from my old BlackBerry in my new Sprint BlackBerry for International Travel?
No, your SIM card from your old carrier will NOT work in your new Sprint BlackBerry while on international travel.
How do I find my SIM card number?
To find SIM number without removing the SIM card, go to Options > Device > Advanced System Settings > SIM Card.
* This will display the SIM number.
* If there is an error message, such as Unable to read, SIM card is not inserted properly
What is the process to return my old phone?It is critical that you return to your POC or your local IT manager. If you are unable to return the device to either your POC or IT Manager please send the old device to:
Bob Najman: 4200 Wake Forest Road, Raleigh, N.C. 27668-9300
Where can I find more information about my device, i.e.: tutorials, videos, images etc.?
Click on the link below and select your device type:
www.sprint.com/learn
I do not wish to participate in the Sprint, what are the implications and what doing I need to do?
First understand that the USPS is doing this rollout for financial reasons as well as to upgrade older devices. We would ask that you would send an email justifying why the USPS needs to provide a more expensive plan to you and other avenues to trouble shoot your issues with Sprint have been exhausted.
We would ask that you send a an email to Robert Najman() and copy Warren Schwartz() and Larry Wills() and include the specific zip codes that the reception is failing so we can validate the coverage. Please keep in mind that we would request that you try the service rather that unilaterally indicating that it would not work. If the problem is at your residence there are solutions that can be provided. If your request is approved your device will not be upgraded and in the case of a damaged device it will be replaced with the same model that you currently.
Will my MS Outlook Contacts Transfer?
Once you are activated on the BES your MS Outlook information will transfer (email, contacts, calendar etc.) to your new device.
Can I use my new Sprint device with meeting place; specifically can I tether and attend a meeting place session on my laptop?
Yes you can tether and attend; if you are tethering use wi-fi if possible and you will have both visual and voice; without wi-fi you will only have voice.
I have noticed that meeting place behaves differently on the new devices and that it doesn’t automatically connect me to a meeting.
The dial-string in OS 7 behaves differently and prompts the user to approve the dial string rather than automatically dialing - this is a change from ‘prompt’ to 5 sec on smart dialing (see link below)