8703e Messenger Alerts

Posting on behalf of my friend's father.
Has an 8703e, and when we edit the loud profile's messenger settings, he still does not get any notification for a bbm. I'm experienced with editing profiles, as I've edited them on my own phone, so the solution is not as simple as linking me to the how to edit profiles FAQ. If it's set to tone, or vibrate and tone, and to do either x amount of times, it still will not react to a bbm, though it does ring/vibrate for an sms or a phone call.
Any suggestions other than removing and reloading the app? Battery pull has been attempted.