I'm trying to renew my prepaid plan but when I dial *611 it automatically hangs up without ringing. I also tried logging into the self serve online part but I forgot what username I would have used so I tried the "forgot username" option and filled out the info including my phone number and it said that account does not exist. I can still send and receive text messages and my plan isn't supposed to expire until tomorrow. I'm really not sure what's happening or if I'm missing something. I need to top up for work. My phone is a Motorola Moto G if that says anything.