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Great Neighbour / Super Voisin

Suspended account issue

I just purchased 500 Canada wide long distance minutes accidentally a few days ago  and my account is now suspended because I need to top up again. I have only used 6 minutes out of the 500 and I can’t even make a single call anywhere now. Not even long distance. Is there some how a way to remove the long distance plan and change it over to a normal calling plan? 


Accepted Solutions
Mayor / Maire

Re: Suspended account issue


@Littlelaker76 wrote:

I just purchased 500 Canada wide long distance minutes accidentally a few days ago  and my account is now suspended because I need to top up again. I have only used 6 minutes out of the 500 and I can’t even make a single call anywhere now. Not even long distance. Is there some how a way to remove the long distance plan and change it over to a normal calling plan? 


@Littlelaker76  No, in order to be able to use add-on minutes you need to have an active plan. You must re-activate a plan before you can continue.

View solution in original post


All Replies
Mayor / Maire

Re: Suspended account issue

You could submit a ticket to a moderator by clicking on the question mark on the bottom right.

Mayor / Maire

Re: Suspended account issue


@Littlelaker76 wrote:

I just purchased 500 Canada wide long distance minutes accidentally a few days ago  and my account is now suspended because I need to top up again. I have only used 6 minutes out of the 500 and I can’t even make a single call anywhere now. Not even long distance. Is there some how a way to remove the long distance plan and change it over to a normal calling plan? 


@Littlelaker76  No, in order to be able to use add-on minutes you need to have an active plan. You must re-activate a plan before you can continue.

View solution in original post

Great Neighbour / Super Voisin

Re: Suspended account issue

Ok I’ll try that. Thank you 

Mayor / Maire

Re: Suspended account issue


@Littlelaker76 wrote:

I just purchased 500 Canada wide long distance minutes accidentally a few days ago  and my account is now suspended because I need to top up again. I have only used 6 minutes out of the 500 and I can’t even make a single call anywhere now. Not even long distance. Is there some how a way to remove the long distance plan and change it over to a normal calling plan? 


If you logon your account, does it show your status as expired?

 

If so, click on the Reactivate button to make a manual payment and renewal your 30 day plan. As mentioned, you need an active plan to be able to use your SIM/phone. The add-ons are there for supplementary services that may not be included wth your plan.

Mayor / Maire

Re: Suspended account issue

@Littlelaker76  Are you on the $15 plan? The $5/500min add on stays on your account until it is completed used. Just keep it as insurance when you use all your plan minutes. Since you have already used some of it  trying to get a credit for it is unlikely. It would be better to continue with the $15 plan until you use up the entire add on. If you only used 6 minutes it could take you a couple of years to use it up. Unless you need more data it would be far cheaper to stay at $15 per cycle than pay an additional $10 to be on the unlimited calling plan at $25.

   To get your plan unsuspended top up your account with your credit card or a voucher. If it doesn't start automatically then click on reactivate and reboot your phone. If for some reason it still doesn't start add $1 and reactivate and reboot.

Mayor / Maire

Re: Suspended account issue


@Littlelaker76 wrote:

I just purchased 500 Canada wide long distance minutes accidentally a few days ago  and my account is now suspended because I need to top up again. I have only used 6 minutes out of the 500 and I can’t even make a single call anywhere now. Not even long distance. Is there some how a way to remove the long distance plan and change it over to a normal calling plan? 


Please re-activate your account via self-service reactivation button. Also, make sure that you have at least $1 on your account just in case.

Deputy Mayor / Adjoint au Maire

Re: Suspended account issue

Account needs to be reactivated and be sure to have available funds to pay for next renewal. Use add ons when needed.

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