Problems with POP3 account on Blackberry Bold 9900

 This will be the third time I've set this pop3 email account on his Bold 9900. When I set it up I select 'Other' and enter in the email address and password. It sends me the verification email just fine. Then I go into advanced settings and set the password and save the settings. After a few minutes I start receiving the emails and the email icon is on the desktop of the blackberry. This does NOT use a BIS account for forwarding. It's a straight connect to a pop3 mailbox.
After a week or two I get a call that the emails are not coming in. When I look at the blackberry, the email account is gone or has lost it's settings for the account. When I look on the email providers mailbox in question, I can tell when the emails stop sending because there are unread emails.
I can not figure out how this email account goes missing. This has been the 3rd time in 2 months. Does anyone have any insight as to why this happens?
I'm completely baffled.

Kennyboy5IT Support AnalystAsked:
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Iain MacMillanIT Regional Manager - UKCommented:
does the handset have any other connections, such as BES or other accounts??  

Have you got the latest carrier configured firmware installed?

is the user fiddling with the settings & does the device have enough main storage for all the emails?
Kennyboy5IT Support AnalystAuthor Commented:
Hi IainNIX,
 No BES account. It's a new blackberry and I've only set up one account. When this account goes missing, the email accounts under 'Setup' shows another account but I can't see it. It shows 'Email Accounts (1)' when I go in to setup the email account again so I'm wondering if there's a ghost account that I need to get rid of. Is there any way to delete this ghost account?
Other than that I'm guessing he's messing with the settings because he doesn't want the BB and constantly complains about it so sabotage is not out of the question.

Iain MacMillanIT Regional Manager - UKCommented:
account wise it's odd that when you go to edit the existing account its not there, not sure about the ghost account scenario, my experience is with BES setups.  Pity it wasn't on a BES service, and there is a nice policy setup that you can apply to stop users changing settings!!

I suspect some user input towards this problem, if it was a config or service issue, the mail would likely stop within a few minutes or hours, not months apart.  ask him outright if he has touched the config (or tried to add another account like GMail or Hotmail) and if need be, report it to the next level above him if you have enough info and evidence.

even new handsets sit on the shelf for a while, verify with your carrier page that you have the latest firmware, usually OS 7.x for that handset if i recall, I only had one 9900 and our CEO used it.

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Kennyboy5IT Support AnalystAuthor Commented:
I ended up doing a security wipe and starting from scratch. I think some service book entries were messing things up when all of his settings were restored from his old device to this new one. So far so good.
Thanks for your help.

Iain MacMillanIT Regional Manager - UKCommented:
glad you got it sorted.  sometimes migrations just don't work, clean slate normally always.
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