We finally got the issue resolved. Even though the user was signed up with the BES plan through their ISP, the ISP did not "refresh" their account so RIM still saw this as a BIS account not BES. When the ISP finally refreshed it, the user was able to activate their device right away. Unfortunately, this required the ticket being escalated to 2nd tier support as 1st level didn't catch this when the user called the first 2-3 times.
Other reasons why this error might occur is if the network message does not reach the inbox - so ensure the message is not being filtered or forwarded to another account. It's also suggested to remove auto signature from the device before activating. |