Bis Not Working

This is not the first time, last time we waited almost 2weeks for bis to be activated. This time we cancelled bis as my bb was broken and not sure when it will be fixed. Then I got it back we phoned in the morning they told us the bis will be active as soon as I restart my phone. It showed the bis icon and everything but the bis kept saying not connected when we phoned again they said some one did not finish the order for the activation later we phone again they said it was active yet still saying not connected I've tested my husbands sim in my phone and his bis was working on my phone so it must be on your side now we must wait 72hours for what to get it right to activate bis no this is the same problems time and time again and its frustrating