I would PM Chrismacsween (she posted right above yours.) They are very helpful. I'm actually surprised you have had difficulty getting through to them. They will call you on the phone (from the UK, I might add) to help you and/or your BES admin.

What is the problem you are having? Maybe we can help. I do know I got batteries in the package that weren't very good. First thing is to put some good batteries in the device. I was having problems pairing the keyboard until I replaced the batteries. Also, has your BB ever been on a BES? Did you purchase it new? If you purchased it used it's possible that it has been on a BES in the past and you will have real difficulties using any BT keyboard with the BB.