[akyiba]

First I would like to apologize if this is a silly question. Here's the story. For weeks I've had no success with getting a user's phone activated. This user is in the UK and he's contacted Orange and they keep telling him it's something on our end. I wanted to see if there was something wrong with his account so I wiped my BlackBerry and was able to activate his account on my BlackBerry without a problem. My question is, and please no funny faces, is there a setting on my end here in the US that I need to do to get this user in the UK activated?

[MisterGriffiths]

It is possible to disable the voice/phone on the BlackBerry through the BES IT Policy but I don't think that's what you are asking. Is it?

[akyiba]

Sorry I wasn't clear. I am trying to get the user to activate via Enterprise Activation.

[MisterGriffiths]

OK, is the user able to register on the Orange Network and can they connect to GPRS, EDGE, 3G, etc, etc?

[akyiba]

He says that he's able to use the browser on his phone and he sees GPRS at the top.

[MisterGriffiths]

Cool. So what happens when he tries an EA?

[DavidAdams]

Have Orange confirmed he has Enterprise on his plan and not just the ordinary consumer BIS?

[akyiba]

The first time he tried the EA he got the Contact Your System Administrator error. I told him to contact Orange to make sure he has the correct plan. He said he went to the store and they told him it was something on our end. Then I had him activate his Host Routing Table. At first he said he received and error, then he said he was able to activate it. I also had him go into the Mobile Network menu and try to provision. He said he didn't he Start Provisioning. I thought either Orange doesn't have that option or he doesn't have the BES data plan. I told him again to confirm that he has the BES data plan. He contacted me and replied that Orange said everything is correct on their end I need to do something on my end.

[Jadey]

I think Orange are mistaken.

The fact that you can activate the account on a working BB with correct data plan on SIM means the BES setup is fine.

If the UK device/SIM won't activate then:

a) there is a problem with the data plan
Or
b) there is a problem with the device
Or
c) The user is somehow screwing up their EA password

[bertiebassett]

Originally Posted by Jadey

I think Orange are mistaken.

The fact that you can activate the account on a working BB with correct data plan on SIM means the BES setup is fine.

If the UK device/SIM won't activate then:

a) there is a problem with the data plan
Or
b) there is a problem with the device
Or
c) The user is somehow screwing up their EA password

Jadey's right with the 3 options but I would hammer (a) as the 'most likely suspect' particularly if your guy has just gone into a store to buy their device/ or is just phoning the regular consumer helpilne which won't know anything about BES plans..

Escalate, Escalate, Escalate...

[gibson_hg]

When the user tries the EA from his BB, does he receive the email from the rim network?

If he does not, then he does not have a BES data plan. Seeing as he could EA with another BB/SIM then it's more than likely a data plan issue.

[Stern]

Contact your system admin error on EA is *mostly* caused by wrong password by the user. Change the Activation password to something totally different and get them to try again.

[DavidAdams]

I tend to issue a single character, and a left side one on a sure type keyboard at that, EA password and ring the user to convey it to them at the point at which I am talking them through the EA itself.

One less variable in the process.

[Stern]

see if you can track the activation request in your BES logs

BlackBerry Search Results

It's also worth checking the following

BlackBerry Search Results

[akyiba]

I usually set the EA password to three easy characters, and call them to talk them through the process. Usually the users are able to activate. When they aren't, 9 times out of 10 their provider hasn't activated their data plan. I've been working with this particular user for almost a month now trying to get him to get his BlackBerry activated. With this back and forth we've been going through I feel like I am going insane. I tell him the same thing I tell him in previous conversations with the same result. In how many words can I say make sure you have the BES data plan? I've even sent him a link to Orange's site pointing him to the proper plan. I would like to thank everyone who has responded to my post. I really appreciate it. With all that being said I think this is a done issue.