Blackberry Enterprise Server Express communication with blackberrys

We have a customer that has been using an older version of blackberry professional software for a few years with no problems.  They were changed (without our knowledge) to a different tarrif and there o2 mobile support was outsourced by o2 to a smaller company. There two blackberry 9700's stopped connecting to the server immediately and we were told that they needed to upgrade to the newer blackberry enterprise server express 5.0.2.29. That was no problem. We have a few customers on the same thing.  
However, the blackberrys do not seem to be able to communicate over the o2 network with the blackberry server. They can activate with a usb cable connected to the server and show up as live in the blackberry administration software but once the cable is disconnected the connection dies. Same issue when using the blackberry desktop software to activate. It all looks like its working fine until the usb cable is discconected from the pc.

Error Logs
Errors from MAGT log
[BIPP] Received status FAILED, Tag=1126
{unhappy@xxxx.org} Message returned as FAILED - could not be delivered to device, Tag=1126, EntryId=9809

Errors from SYNC log
[BIPP] Received status FAILED, Tag=612
[SYNC-SSession] Received FAILED status from relay. [unhappy:1, SID=0, CLID=5, ECLID=15]

Lastly
The error from the device if you try to send an email when the usb cable is not plugged in: service blocked

Any help would be great

Chris



LighthouseNetworks2011Asked:
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Mike SullivanDirectorCommented:
If you can see Enterprise Activation after wiping a handset which then disappears after you connect it to the mobile network, then the mobile network are provisioning your handset for BIS services only. Call them back and request that the HANDSET be dual-provisioned. This is not an account change, this is a change that only they can implement directly on the handset. Once they've completed this, the Enterprise Activation entry should return.
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GrahamLawsCommented:
I'm sure you've seen, but there are some good walk through guides on BB's site.

When I put in BESE 5x I had to simply add the devices in the web interface, then choose enterprise activation on the devices.

Are you getting UPPERCASE GPRS on the handsets? This signifies provisioned on O2. If not you need to speak to them. Once provisioned, the above should work.

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LighthouseNetworks2011Author Commented:
Ive been reading through the guides and besadmin permission settings to see if anything is off. The server already had the besadmin account from the older version that worked but I went over it again to see if anything had changed. All besadmin permissions are what I would expect. The server connects correctly to the outside world, the devices actually connect with 5 bars and 3G to o2 so theres a very good signal. Ive been through all the activation methods, only seems to work while the usb cable is in either using the blackberry administration service or the blackberry desktop manager.
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GrahamLawsCommented:
Is there the 'enterprise activation' option on the handsets?
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LighthouseNetworks2011Author Commented:
Good question, the option for enterprise activation only exists after the handsets are wiped and disappears soon after the 'radio' signal is turned on. Went through a little test of using this option as a workaround before it disappears. The activation made no progress beyond the first starting activation screen. A messege comes up after 10 or 15 mins saying something along the lines of 'activation is taking longer than expected do you want to continue waiting'.
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junaidITCommented:
Contact the wireless service provider to confirm the BlackBerry data plan on the BlackBerry smartphone.

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LighthouseNetworks2011Author Commented:
It has been confirmed and reconfirmed by the o2 support people. I cant help but be a little underconvinced but there the experts
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LighthouseNetworks2011Author Commented:
Ived asked the people looking after the o2 contact to do just that. Might know by the end of the day if its been re-provisioned
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Mike SullivanDirectorCommented:
How did you get on with this?
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LighthouseNetworks2011Author Commented:
I managed to get the people managing the o2 blackberry account to up the provisioning to the full enterprise server provisioning and as if by magic the blackberrys started working automatically. There on a one month trial of the the more expensive tarrif and im glad my suspicions about this being a provisioning issue have turned oout to be true. Although the cheaper/lower blackberry tarrif/provisioning they were on should be working this gives me all the evidence I need to point the finger at the third party o2 support company.

I'll be discussing this issue with the companys director in the next day but I i think I can safely pass to you a bag of the queens shiny golden points.
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Mike SullivanDirectorCommented:
It helps being a telecoms provider as well as a BB expert :-)
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LighthouseNetworks2011Author Commented:
The issue is at the mobile provider end and this test allowed me to prove that.
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