Can't make or receive calls

[nickylen]

I have had an issue since yesterday with my phone not being able to make or receive calls. Yesterday the call would not connect like there was no network connection, no this morning I am getting the voice recording "sorry we cannot complete your call since you don't have an active plan on your account, to activate your account please dial *611 from your public mobile phone" I can't even dial *611 as I get the same message. I have the 20G data plan with unlimited calls and texts and it shows my account is active the bill was paid and came off my credit card automatically. Not sure what is going on. I've tried taking the sim card out and putting back in, put in airplane mode for a bit then taken it off, restarted my phone, updated my credit card info. Any other suggestions?

[nickylen]

@HALIMACS the plan was until today anyways (Feb 1 to Mar 3). There were no extra charges or anything, I double checked with my credit card. That's what the rep said in the message anyways, that my plan was reset so I would assume refreshed on their end. 

[HALIMACS]

Interesting @nickylen  

So they effectively renewed your plan for you early?

If that was the fix they instituted, I hope they at least covered the cost of the remaining service you would’ve had until the next normal renewal date.

I’m glad what they did worked, in any case.

[nickylen]

My issue has been resolved. They reset my plan and it is now working. Although my partners phone plan doesn't reset until later in the month was having the same issue and theirs is fixed now too. Hopefully everyone else who has been having this no call issue is resolved or will soon be resolved 🙂 

[nickylen]

Thank you, I have reached out and submitted a ticket about my issue. Hopefully I soon get a response, some feedback, or my phone working. 

[nickylen]

Thank you, I have scrolled through the community forum and seen similar posts and have private messaged about my issue. 🙂 

[Handy1]

@nickylen  Many folks are experienced same issue you should let support know , some have had success getting a. Resolve from support 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )

[HALIMACS]

@nickylen 

That's unacceptable - I'd be upset as well.   

Many others have also reported similar such issues, which have not been related to service outages.

Definitely contact the Customer Support agents to express your displeasure and ask them to explain what is going on.   Please kindly post their information on this forum to the benefit of us so we all know.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.