I am a retired telus internet tech. Vpn questions are out of scope for tech support. To narrow it down you could try turning off the vpn. Another thing make sure your vpn country is canada.i think the website developers may have put restrictions. Tech support does have a process where a ticket can be routed to the website dept, they can do a case for follow up. They can give you the case number, it could take up to a week. However the answer might be from the other department that the issue is out of scope
