How can I exchange my large PAY AS YOU GO account balance towards 1-year of service?

[payasyouGOGH]

I currently have $166 balance on my PAY AS YOU GO account. In the past there was a cap on account balances, and I was able to call and have part of my existing balance applied towards 1 year of future service.

Is this option still available? There doesn't seem to be a way to do this online, and I have called multiple numbers listed on the Rogers site - and also those provided through live chat - and been unable to reach a live person. The closest I have gotten is a voice telling me that my call 'can't be completed until I top up my account', and I got the same result again after I topped it up.

[57 · Accepted solution]

Here's the way to contact PAYGo.  I've always found the people there to be quite helpful and you should probably be able to use $100 of your balance to suspend payments for one year as before.  This was the only way to ever contact PAYGo.  None of the other numbers or chats will work, only this specific phone number.

https://communityforums.rogers.com/t5/Account-Support/Can-t-purchase-data-pass/m-p/426891#M22822

This phone number is listed under contact us - pick an appropriate tab and - PAYGo (Prepaid)

https://www.rogers.com/consumer/support/contactus

[payasyouGOGH]

I followed the instructions in the link, got through to an agent, and the whole thing was over in less than 5 minutes. Thanks for your quick and helpful response!