BB Tour :: Still Rings When Set To Silent Or Vibrate

Every time I set my phone profile to "silent" or "vibrate" calls continue to audibly ring through normally. I went into my provider with my problem, and they're trying to tell me that its not possible for me to have custom ringtones set up and have the vibrate/silent work at the same time. According to them I either have to have my phone on vibrate all the time, remove all my custom tones, or just turn my phone off when I want it to be silent! My friend has the same phone and is on my family plan, and he has custom tones and his vibrate/silent still works as it should, so I know that its possible. All I want is to be able to have my phone not ring while in class or at the movies.