Sorry to hear you are having problems. There have been some issues with the server our support suite is hosted on which has delayed the support service slightly and it is being replaced and upgraded over the next two days.
In my experience the BlackBerry is the most reliable of devices to connect with and any problems normally come down to one of 4 things which are easily fixed. If you have any problems please check the 4 steps below in this order and it should resolve them.
1) The wrong drivers are installed:
There are two drivers one for 4.1 and older based BlackBerry's and one for 4.2 based BlackBerry's.
2) The keyboard is not paired in SPP mode:
If the SPP/OFF/HID switch is not fully pushed to SPP when it is first Paired then it may pair but not using the SPP Protocol.
You will be able to tell this is the case by going into the device properties for the keyboard under the bluetooth paired devices list. At the bottom you will see "Services:" and if it is correctly paired you should see "SPP Slave".
If you do not then slide the switch on the keyboard all the way to the right then firmly push it all the way to the left again. Then on the BlackBerry press the menu button and select "Refresh service list". You should now see "SPP Slave" appear.
3) Keystroke injection is set to deny:
This is more of a problem for the newer handhelds as RIM changed the default settings for keystroke injection from Allow to Deny. In basic terms Keystroke/Event injection is what the keyboard uses to input the characters to the BlackBerry.
When this is set to Deny you will be able to connect the keyboard and it will appear to work but when you press a button on the keyboard it will not input the text and you may get an interesting error message saying something like "Keystroke injection doesn't allowed on your device" (bad grammar included).
This is the error message that is generated by the BlackBerry itself and is the warning that something (the keyboard in the case) has tried to use Keystroke injection and the BB has stopped it. With some handhelds the BB will lock which often means you have to pull the battery to reset it (please let me re-iterate that this error message/warning is not something we designed
To fix this you need to change the keystroke injection settings on the handheld to stop it from blocking the keyboard. You can download instructions on how to do this on the newer trackball BlackBerry's but the process is the same for the scroll wheel BB's too (just press the scroll wheel instead of the menu button).
4) You are connected to a BES which has applied a restricted Policy to your Handheld:
Normally this is another Keystroke injection issue. The changes RIM made to the handheld settings where also made to the newer BES software so by default keystroke injection is set to Deny. Depending on the handheld and other policy settings you might still be able to just make the changes on the handheld. However if you can not (the only option you have is Deny) then you will need to get your BES admin to create a software configuration for the keyboard.
There is a detailed step by step guide for doing this which I can forward to anyone that needs it and is also available from our support suite.
There are also a number of other settings on the BES which could effect the setup or connection of the keyboard. The majority of the time these aren't a problem (on most BES's they are still in their default settings which is fine). On some however these might need to be changed for the keyboard user.
These settings are also documented in the BES document under the trouble shooting and other settings section.