topic Re: Unable to make Calls in Get Support

Unable to make Calls

DanDan — Tue, 04 Jan 2022 19:36:12 GMT

Hi there, I recently re-activated my account; However, I am unable to make calls either locally or outside of my provicnce. Hopefully, Someone could help sort this out for me. Thanks

Re: Unable to make Calls

saukalra — Sat, 02 Apr 2016 22:48:32 GMT

If you haven't already, please click on "Get Help" on the top right of this page and report this issue. They can look into your account are generally quite quick with replying.

Re: Unable to make Calls

7789849803 — Sat, 02 Apr 2016 23:34:24 GMT

@DanDan Please answer the following questions to help us understand better:

(1) Are you able to log in to self-serve? If so, can you see your account as being "active" there?

(2) What error message do you hear when you try to dial a number?

(3) Are texting and data working as intended on your phone (if they're subscribed to)?

(4) How long had your account stayed suspended?

Re: Unable to make Calls

DanDan — Sat, 02 Apr 2016 23:50:56 GMT

Thank you both for replying.

(1) Are you able to log in to self-serve? If so, can you see your account as being "active" there?

-Yes, I'm able to log in; Account Status: Active (Pick & pay: $17 per 10 days)

(2) What error message do you hear when you try to dial a number?

"Sorry we cannot complete your call, you don't have an active long distance add-on and this call is not cover by your plan, get an add-on by dialling *611" (locals call, out of provice calls; same message)

(3) Are texting and data working as intended on your phone (if they're subscribed to)?

No, I've not subscrided to this service

(4) How long had your account stayed suspended?

About 2 weeks, since March 16

Once again thanks.

Re: Unable to make Calls

Kalla_A — Sun, 03 Apr 2016 13:12:06 GMT

Hello @DanDan,

I am sorry about this inconvenience: although your plan appeared as active in your self-serve, it wasn't in our system.

As your funds were still available, I was able to activate your plan. Please power cycle your phone.

Cheers 🙂

Kalla

Re: Unable to make Calls

DanDan — Sun, 03 Apr 2016 14:27:13 GMT

@Kalla_A

Thanks. It works. However, I've now been doubled charged.

I made an initial payment to activate the account; the available funds is seperate from the initial fund.

Re: Unable to make Calls

Kalla_A — Sun, 03 Apr 2016 15:51:36 GMT

Hello @DanDan,

I have sent you a private message regarding your account. Could you please take a look?

Cheers,

Kalla