No one here can "do" anything about your situation. This site is a user-to-user community of volunteers. All we can do is guide you to the direction we think will most likely resolve your situation.
For your situation, I recommend you ring up your mobile service provider for formal support and potential escalation to BB if such is required. Only they have access to the systems where reasons for this can be investigated and hopefully repaired.
Occam's Razor nearly always applies when troubleshooting technology issues!
New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.