Plan Says Active But Not Working

[dalymatthews]

Hi everyone, I paid for my plan hours ago and though my account says active, it will not make calls, send texts, use data, ect. When I make a phone call it tells me I need to put an add on for long distance calls, but my plan is Canada-wide, and regardless, I was calling my house phone. This is the case for any number I try. How do I ACTUALLY activate my plan? I've used this SIM with this plan, but never renewed it online. 

[dalymatthews]

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@Anonymous wrote:

 @dalymatthews 

I know it sounds weird but it has worked for many.

Try the lost/stolen feature.
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.

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This worked!! Thank you so much 🙂

[dalymatthews]

I changed my plan, so this is not technically a renewal. It's a bit complicated but I has actually activated + paid for my LAST SIM with my previous public account. I didn't realise I had two accounts until I got in touch with support,who cleared it up and transferred my funds and plan into this one. I have purchased other plans with public but never had this problem, and all of those were done in London Drugs or Walmart.

So yes, this is the same night that I paid for my plan, but no, it is not a renewal.

[Anonymous]

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@dalymatthews wrote:

I actually did try this, but I get the same message 😞

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The 1 or the lost/stolen?

It's helpful to indicate who you're replying to by using the black Quote button or the @ tag or even just username.

[dalymatthews]

I actually did try this, but I get the same message 😞

[Alex888]

Try dialing 1 before the number.

[Anonymous]

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@dalymatthews wrote:

Doing this now! Thank you 🙂

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Let us know. There's another thing to try but we'll see what happens with this.

By the way, is this your renewal night? Or was that last night? Or neither?

[dalymatthews]

Doing this now! Thank you 🙂

[cavemantoronto]

This sounds like activation issue.  It is not because of compatibility issue because it tries to make the call and you do connect to network.  Try reportng phone as lost/stolen and tell it you found phone a a couple minutes later.  Or else send private mesaage to moderator_team.

[Anonymous · Accepted solution]

 @dalymatthews 

I know it sounds weird but it has worked for many.

Try the lost/stolen feature.
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.