Originally Posted by penguin3107
Does that particular user have a BES data plan provisioned on their account?
Sounds like it might only be a BIS plan for personal use. You'd need an Enterprise BlackBerry Data Plan to activate on a BES.
You should call the carrier to confirm that the correct data plan is on the account.
After my experience with Telstra in Australia, you can't rely on the fact that the carrier is going to give you the correct information. We made numerous calls to Telstra to confirm that our user was on a BES plan and told yes by 2 different people, only to find out that it was in fact on BIS.
Best way to know is send a PIN message.