We are a Premium Account but now suddenly we aren't?

[Eukanuba12]

It's Sunday, have called the help line and it no longer recognizes our pin#. We are a premium account, JUST paid for additional hours last week and now we are getting the access denied - maximum viewers met at 50. Somehow our channel is not a premium channel now even though we have paid for it. Is there anyone that can help us on a Sunday? I have sent emails to Emma, and am patiently waiting.