i'd contact tech in canada
and let them know the issue your having.
they figure things out very fast.
i'm probably not understanding your issue.
NOTE: if you have softplan plus (+)
go to the "START PAGE" of softplan and
call the 800 number or send them a "ticket"
or call number below (non-800) / your dime.
and you should get a hold of someone fairly fast
Address: 245 Labrador Drive, Unit 4, Waterloo, ON, N2K 4M8