The usual thing that controls the text messages is the plan features. Sending a text using the dial number sounds like it is bypassing some restriction placed on the BB by the BES on it's IT policy for the user. Because your having issues with the BES support, unless you can get to someone who can work with you you may be stuck. It might be easier to just have them delete the BB from the BES and then add it back and copy a working users info for setup. Almost sounds like my IT department! but mine is in the US.