Unable to receive or place calls

[rpdg]

Inbound calls go to voice mail. I am unable to call out. I get a message stating sorry this call cannot not be made as you do not have an active Long Distance Add-on. To get the add-on call *611. I tried to restart the phone and also remove and reinsert the SIM card.

Could someone assist please?

[shep22 · Accepted solution]

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@rpdg wrote:

Yes the service worked fine until this morning and then the fun started. How do do a network reset? Samsung S4 phone. Unlimited Canada wide calling plan.

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@rpdg 

• From the Home screen, tap Apps > Settings > Connections tab > More networks > Mobile networks.
• Tap Network operators.
• Tap Default setup.
• Tap Manual to locate and connect to a network manually, or tap Automatic to allow the device to automatically select a network.

[Jb456]

More details please.

Did you port a number over from another provider?

If yes from what company?

What is make and model of your phone?

Does text and data work?

What plan do you have?

Did you check your self serve account to see that status of it? Active? Suspended?

[RossN]

@rpdg hello what plan are you on? what type of phone do you have?

[lostinspace]

I think P.M. to moderator will be your best bet. Go through help follow through with SIMON, the chatbot. and be as specific as you can. The mods will get you on your way fastest.

If you like my answer as solution please accept as solution.

Thank you.

[gblackma]

I see that you registered here in January, has your service worked properly until now @rpdg ? Try a network reset and restart your phone if it doesn't automatically do so. Stay safe. If this doesn't work, what's the make and 

[gpixel4]

@rpdg

• login to your self serve and see if you have any remaining minutes 
• enable/disable lost/stolen mode
• make sure "do no disturb" is disabled
• enable/disable airplane mode

[rpdg]

Yes the service worked fine until this morning and then the fun started. How do do a network reset? Samsung S4 phone. Unlimited Canada wide calling plan.

[shep22 · Accepted solution]

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@rpdg wrote:

Yes the service worked fine until this morning and then the fun started. How do do a network reset? Samsung S4 phone. Unlimited Canada wide calling plan.

---

@rpdg 

• From the Home screen, tap Apps > Settings > Connections tab > More networks > Mobile networks.
• Tap Network operators.
• Tap Default setup.
• Tap Manual to locate and connect to a network manually, or tap Automatic to allow the device to automatically select a network.

[Danchvn]

@rpdg You can also try the following. I believe this is for your phone:

1. From your home screen, swipe down from the top of your screen to open the Notification panel.
2. Touch the Settings icon.
3. Swipe to and touch General management.
4. Touch Reset.
5. Touch Reset network settings.
6. Touch RESET SETTINGS.
7. Again, touch RESET SETTINGS to confirm your decision. Once you touch RESET SETTINGS, this action can't be undone.

8. Your Wi-Fi, Bluetooth and other network settings will be reset, back to factory defaults

[rpdg]

No changes to phone or plan since original setup in January. Data and text working Ok. Just cellular calls in and out are a problem. I have unlimited Canada wide calling and text plan with data. Samsung S4. Plan is active.