Cannot make or receive calls after plan change

[ashtonj]

I topped up my account with sufficient funds and changed my plan before the original plan expired.  But nothing has worked since the original expiration date (Aug. 5th) - cannot make or receive calls.  Whenever I tried making a call, a message stated that I need an add-on for long distance, even though all the numbers I called were local.  Besides, my current and previous plan include unlimited provincial talk.

I sent a private email on the same day (Aug 5th) through Get Help, but have yet to receive a response.  My account status is Active.  All the usual steps for troubleshooting have been checked and no issue could be found on my side.  It's been 5 days since I could make or receive a call.  Please help.

[Shazia_K]

@JaK, 

haha 🙂 great minds think alike :D!!!

[JaK]

Hi @ashtonj

Looks like you ran into a bit of a system glitch, seems to be not completely uncommon on renewals with plan changes... 😞

This is the type of thing where one of the moderators can take a look and often straighten out. Unfortunately, they are likely done for the day today but should be back online tomorrow morning, hang in there! 

@Shazia_K, @Mary_M can you take a look?

EDIT: Shazia_K beat me to it again!

[Shazia_K · Accepted solution]

Hello @ashtonj, 

I'm very sorry about this, 

Due to a higher volume of emails there might be a delay in responding to your email. 

I was able to activate your new plan, kindly reboot your phone and everything should be in order. 

Thanks,

Shazia