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Official update on the BlackBerry Internet outage from RIM

After what has been an excruciating three days of no BBM, Email or Browsing for BlackBerry users, Research in Motion seems to finally be getting things back on track.

The Canadian company has issued another official statement to keep users up to date with what’s going on. The service has been down and out on and off in Europe, Africa, the Middle East and most recently South America.

Robin Bienfait, Chief Information Officer for RIM has explained their progress and what is and isn’t working in different regions across the world:

I want to first apologize for the service interruptions and delays many of you have been experiencing this week. I also wanted to connect with you directly, give you an update on the service issues we are trying to solve, and answer some of the questions and concerns you’ve expressed.

You’ve depended on us for reliable, real-time communications, and right now we’re letting you down. We are taking this very seriously and have people around the world working around the clock to address this situation. We believe we understand why this happened and we are working to restore normal service levels in all markets as quickly as we can.

Here is the current status of service and issues for the various regions that were impacted:

For Europe, Middle East, India and Africa (EMEIA):

– Email systems are operating and we are continuing to clear any backlogged messages. Support teams are working to minimize the impact on our customers.

– BBM traffic is online and traffic is passing successfully

– Browsing is temporarily unavailable as the Support teams monitor service stability and continue to assess when this service can be safely brought online

– Support teams have added capacity to help with message delivery between regions and continents

For Canada and Latin America:

– Email systems are operating and we are continuing to clear any backlogged messages. Support teams are working to minimize the impact on our customers

– BBM and browsing services are online and traffic is passing successfully (except for three carrier networks in Latin America that are serviced by the EMEIA infrastructure – browsing is temporarily unavailable for those three carrier networks)

– Support teams are investigating reports of BBM delays

For the U.S.:

– Email systems are operating and we are continuing to clear any backlogged messages. Support teams are working to minimize the impact on our customers.

– Support teams have added capacity to help with message delivery between regions and continents

– BBM and browsing services are online and traffic is passing successfully

– Support teams are investigating reports of BBM delays”

We have BlackBerry users in the office on Vodafone and Orange who have confirmed that browsing is working fine, though email and BBM is working sporadically. This seems to be due to the huge backlog of messages people have tried to send over the past 3 days. We think that in 6-12 hours the backlog should clear up and the speed and efficiency of the BlackBerry Internet Service that you’ve come to love (and possibly come to loathe recently) should be back to normal.

Let us know your thoughts on our comments below or via our @Gadget_Helpline Twitter page or Official Facebook group.

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