Unable to browse for new device on both desktop website or app.

[LEJT]

I am looking to potentially purchase a new device, or rather, price one out, but I have been unable to access this on the website and the app. The former keeps showing as "Page not found" and the latter won't even press / load. I would really rather not go in store if I can help it.

I do also have an EPP plan, not sure if this makes a difference?

Anyone know how to solve this?

[A-B]

Hello, just following up on this. Have you been able to get the page loaded or are you still experiencing an error? You can always reach out to our EPP team directly as well!

[LEJT]

Hi - I did contact EPP about this and they weren't able to find a solution for me, unfortunately.

I followed her suggestions, which did not solve the problem. The only thing I did not try was loading the page on Google Chrome, as I do not have that browser (and I won't download it for this purpose only). Not sure if this is an issue for other people on EPP plans?

[tomasthetrain]

I am having the same issue ever since I switched to EPP a couple months ago. Any solution to this?

[El-Eric]

Hi there - all web browsers have a "private" or "incognito" mode. Try accessing the site through this mode as it generally does not hold any cache or cookies.

Please let me know if that works!

[tomasthetrain]

Unfortunately that does not solve it. Tried private mode in Safari and Chrome on my laptop and phone. Also does not work in the mobile app either.

[El-Eric]

As my colleague A-B mentioned earlier, it might be worth calling the support team for assistance

[ABLYN]

It's a Telus webpage, it's also been happening to me for months; I can't upgrade a device online, and it won't let me go through the steps to purchase a phone. 

Giving the same advice to contact the support team isn't helpful when it hasn't worked previously. Clearly, it's a Telus issue, not people not knowing how to use their own devices/web browsers. 

Hope the original poster found a solution 

[TELUS_Support]

The page is working fine on our end, and if it was a widespread issue with nobody able to upgrade devices online, we'd be alerted right away. We do recommend reaching out to our Support team to have them assist, or sending us a private message here to discuss as well.

[HaydenWoynarski]

Hey it’s not working for me either, and I’m not going to lie whenever you people say it’s not a Telus issue is starting to get on my nerves, looking at switching to a local competitor if this is the way your support team handles things, so maybe it’s a hardware issue, it should be your responsibility to test if your website and app works before any functionality, and if your development team can’t handle that then maybe you need to look at laying people off because clearly people aren’t doing the jobs they are supposed to be doing, because as much as I would like to go into a store I don’t have the time or the patience to deal with newcomers who screw me over constantly which I’m guessing is your policy, I’ve met one good employee who does their absolute best to help the customer even bringing up technical issues like this, if you can’t fix it but they could figure it out and you all can’t you definitely need to look into new staff so thanks for nothing!

[TELUS_Support]

Hi @HaydenWoynarski thank you for your constructive feedback.

While it is true that not all issues are on the user side, they are usually on the user side so we troubleshoot there and make our way up the chain. The reason is that usually the website works for a large number of people and only a select few have issues. If the website was down, no one would have access.

Our usual troubleshooting path is to disable any VPN, clear cache and cookies, try a private window, a different device and finally to try on a different day. We do get users who try the website from abroad and that has its own challenges.

We can do our best to help as well if you send us a private message and we will be happy to investigate any issues