Did you get escallated to 2nd line tech ("TDMS" I think they're called). If so, try again. It depends who you got, I guess. It may help if you start by talking about needsing to be "provisioned" for WLM (not that you're after a missing service book). They spoke of a missing service book, but having looked, now I'm not so sure. Maybe it IS a provisioning issue on the TMUK network (not a RIM service book)
If not make sure the person you talk to in first line thinks the question is complicated enough they have to escallate it
