Website wont allow me to complete transaction

  • 2
  • Question
  • Updated 7 days ago
I have been trying for past 2 hrs to purchase a BYOD and plan,
 I am unable to go past the "Checkout" screen, and error shows "Whoops something went wrong"

I have tried from 4 different browsers, (Chrome, Firefox, IE, Edge)
3 different networks (Work network - Telus, Home network - Shaw, Cellphone - Rogers)
3 different devices (work pc, home pc, cellphone).

the customer service rep I spoke to on the phone was not able to help.
Photo of Jared Rachwalski

Jared Rachwalski

  • 110 Points 100 badge 2x thumb

Posted 1 week ago

  • 2
Photo of Luis

Luis

  • 418 Points 250 badge 2x thumb
Sometimes it has to do with the name and address of the credit card.  Are you using a prepaid Visa/MC?
Photo of Sophia

Sophia, Mobile Master

  • 144,648 Points 100k badge 2x thumb
I'm unclear why the person you spoke to was unable to help. Did they give a reason?
Photo of kaku ph

kaku ph

  • 84 Points 75 badge 2x thumb
Sophia, apparently the people who work
 dont know the online promos. Also if they start promoting for people to order the SIM card online, what would be their purpose to be working in the kiosk? 
Photo of Dennis

Dennis, Mobile Master

  • 201,104 Points 100k badge 2x thumb
The kiosks are a necessary evil right now.  The hope is that people will make their cellular purchases fully online in the future
Photo of Jared Rachwalski

Jared Rachwalski

  • 110 Points 100 badge 2x thumb
They said they are unable to help diagnose problems on my end, and that it would cost me $30 more to purchase through the phone.

Step one: Add BYOD, that works.
Step two: Add plan
On that screeen at the top is an error:
Sorry! We can't process $45+ plans on No Tab, Tab Small, and Tab Medium online right now. You can grab one in-store today, or wait until tomorrow to get one online.

--even though I have not yet chosen a plan.

I then choose the plan I want ($65 6gb unlimited), add it to cart and that works.

Step three: Add Ad Ons - skip, this works

Step four: "Here is your order so far:
this is where the error occurs, I have chosen to "Authorize this number" 
--but no where is it asking for my CC details.
Cicking "Checkout" results in the "whoops...error"

Photo of Dennis

Dennis, Mobile Master

  • 199,588 Points 100k badge 2x thumb
Um... The error on the top of the screen clearly answers your question, doesnt it?
Photo of Jared Rachwalski

Jared Rachwalski

  • 110 Points 100 badge 2x thumb

Photo of Ranjan

Ranjan, Official Rep

  • 31,356 Points 20k badge 2x thumb
Sorry Jared - we were just recently notified that there are some issues with processing orders for some of our new promotional plans. This should be fixed by this weekend if you're able to wait. If not, you can definitely purchase in store.
Photo of kaku ph

kaku ph

  • 84 Points 75 badge 2x thumb
I am sorry but this is a LIE! I have been trying to buy a SIM card online for the past month and was not able to do it. I have tried different credit cards, different browsers, computers all different ways and it shows the same message that shows to you Jared. Very frustrating as they offer a promo which wont allow the customer use it. One time ( beginning of this month) it went thru, I have received an email with the approval but few minutes after they declined for no reason. I went to the store and they could not help as well. This is a fake promo. The people that work in the kiosk also dont know how the online promo works... so my advice, go to another company, pay more but at least get a service that you deserve. 
Photo of Dennis

Dennis, Mobile Master

  • 201,000 Points 100k badge 2x thumb
@kaku,
This is the first time you have posted on this forum. We may have been able to help earlier or catch the issue earlier if you have posted on here.
Obviously there. Is some sort of glitch, but it doesn't make sense to offer a promo and then not allow customers to sign up for it
Photo of kaku ph

kaku ph

  • 84 Points 75 badge 2x thumb
will they do the same deal shown online? if yes, That is a different story, but no! I have tried to explain and even shown them the confirmation number that I have received on the email for the first time when was approved, but they said ordering online is a completely different transaction and they could not help. You have to pay, 10$ for the sim plus 30$ activation.
Photo of Goran

Goran, Mobile Master

  • 100,434 Points 100k badge 2x thumb
No you should pay a total of 30. If you cannot find a kiosk or retailer that can help then I'd suggest calling in to get it sorted out.
Photo of Jared Rachwalski

Jared Rachwalski

  • 110 Points 100 badge 2x thumb
Thanks for the info, 
Jared