Canada wide long distance not working

[barakeit]

My understanding is that I have Canada wide long distance. A week or so ago my car broke down early morning in Alberta and I got a recording that I didn't have long distance service. I tried adding extra time for $5.00 and it still does not work. I tried chat and looking through questions but need help, please.

  I would like to cancel the $5.00 extra and restore my Canada wide calling. Thanks.

[LurganIeUk]

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@barakeit wrote:

My understanding is that I have Canada wide long distance. A week or so ago my car broke down early morning in Alberta and I got a recording that I didn't have long distance service. I tried adding extra time for $5.00 and it still does not work. I tried chat and looking through questions but need help, please.

  I would like to cancel the $5.00 extra and restore my Canada wide calling. Thanks.

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1.  Do you have minutes left?

2. Did you prefix the 1 for LD

3. If you added $5 and did not BUY the 500 minutes as the second step. Just leave the $5 in your balance. Your next payment uses $ in your balance first then auto pay. 

4. If you added $5 and did take the second step and bought the 500 minute Canada Wide minutes, just leave them as insurance for next time if you run out of your 100 minutes. They don’t expire and the unused balance carries over month to month. 

5. Check your account...in a couple of places it will show what plan you are in and as well in your renewal transactions. 

[Spudster]

Yup @Anonymous , thanks.

If OP had stated they were on the $15 plan (or $20 'provincial plan'), and they DIDN'T see a minute counter in their data and add-on's, we could then have apprised them that they had run out of minutes.

Now they know  in advance of checking -  👍👍

[Anonymous]

 @Spudster : The minute allotment would only matter on a limited minute plan. And if consumed it wouldn't show up.

 @barakeit : Just in case, and it may be a different recording, but try adding a 1 in front of the 10 digits.

[Spudster]

@barakeit 

Please confirm 3 things:

1. what does your self-serve say under plan details
2. is your plan displayed as "active"
3. what does your Data and Add-Ons section display for minute allotment

[Triguy]

Purchasing an add-on is a two step process.  You need to add them make payment.

To purchase Add-Ons using your Self-Serve account, follow these steps:

1. Click on ‘Purchase Add- Ons’ on the Overview tab and scroll down to the Add-On calculator.
2. Click the plus sign (+) to add and the minus sign (-) to remove selected Add-ons.
3. When you’ve added all your desired Add-Ons, click ‘Buy Add-Ons’ or ‘Make a Payment’ below the calculator:
   • You will see ‘Make a Payment’ instead of ‘Buy Add-Ons’ if there are not enough funds in your account to make the purchase.
   • If you don’t have sufficient funds to purchase the Add-Ons, you will be asked to make a one-time payment equal to the price of the Add-On, less your current available funds. Click ‘Submit’, then ‘Go back’: now the button below the calculator will say ‘Buy Add-Ons’.
4. Select ‘Confirm my purchase’, and you’re off to the races!

[Anonymous]

 @barakeit : If you're on the $15 plan then you might have run out of minutes. If you only deposited the $5 then you only deposited $5. You then need to go back and actually buy the $5 add-on. It's rather non-intuitive. But that add-on is only really useful for the $15 plan unless you are on a provincial plan. If you're on an unlimited plan then something else is going on. Is your plan Active or has it become suspended?